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We rarely give a one star review. However, we are really not encouraging others to use this app because the free 50 orders a month is NOT referring to orders that were triggered with the sales bundle that were activated within the app.
Orders in our store that is NOT related to UFE prompts / funnel are also orders that they claim it their own to accumulate more than 50 orders so that they can earn from us, consumers.
This itself is very disturbing to SMEs because it is definitely reasonable to charge us per eyeball for activated prompts/ funnel but not for those orders in store that are NOT even using their app to facilitate upsell. Any random order are also placed into the count and we felt it was absolutely unfair for us.
When we came to read up reviews, we believed some merchants also had the same views as us and I totally agree with their unpleasant feedbacks.
One thing however, that worth the one star is their replies were of reasonable speed and that is the only one thing we think can praise them for. Hope they really do a proper revamp on their business model to not accumulate more negative feedbacks =(
Summary: This situation arose due to some confusion with our app’s order counting method, which led to your dissatisfaction with our pricing model.
Hi Fion,
I’m sorry to hear about the confusion regarding how our pricing model works, and I appreciate the opportunity to clarify things for you and others reading this.
Our pricing is based on the total sales volume of your store during a 30-day billing cycle, not just the orders generated by our app.
This includes all orders received in your store, which is why you may have noticed a higher order count than expected.
We understand how this could be frustrating, especially for small businesses, and sincerely apologize for any inconvenience this has caused.
It’s important to note that our pricing logic is designed to be fair and scalable, ensuring that smaller stores pay less or even $0, while larger stores contribute more based on their order volume.
This approach helps both big and small merchants maintain a positive return on investment (ROI). For example, merchants with 60 orders per month are billed $9.99, while those with 100,000 orders per month might see a charge of $249.99.
This can vary each month based on your store’s performance.
We do clearly mention this on our pricing page, and it’s also outlined when accepting a pricing plan. Unfortunately, it seems this might have been missed, leading to the confusion.
To address your concern, we’ve already processed a refund for the last month and offered an additional month of our service as credit. We hope this helps in making up for the inconvenience.
If you need further assistance or have any questions, please don’t hesitate to reach out to us at support@helixo.co or via our in-app chat.
We’re committed to providing the best service possible and would love the opportunity to continue working with you.
Again, I sincerely apologize for the trouble caused, and we hope to see you reconsidering our app in the future.
-Tinu,
Customer Support Lead at Helixo
Does what it says.
When I noticed some random coding showing in the cart window, I contacted the devs, and they fixed it within the hour.
Can't beat that.
For reference: I use the Berlin theme
Thank you for your feedback!
We're glad to hear that the plugin is working as expected and that our team was able to resolve the issue so quickly.
It's great to know that you're using the Berlin theme, and we appreciate your positive comments about our support.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
Support is always quick to respond and helpful - I would like to see the text fields support custom HTML so I can add links to product descriptions in certain fields but its just a small request in an otherwise great app with loads of features!
Thank you for your kind words!
We're glad to hear our support team has been quick to respond and helpful for you.
Your suggestion to add custom HTML in text fields for product descriptions is duly noted—it's suggestions like yours that help us improve our app.
We're happy you're enjoying its many features!
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
We love this app! The functionality allows us to show customers the right products at the right moments to have the best chances of increasing conversion rate and AOV. The support team are also excellent - they are quick to respond and very helpful.
Your feedback truly brightens our day!
It's fantastic to hear that our app's functionality has been instrumental in optimizing your store's performance and enhancing the shopping experience for your customers, ultimately boosting your conversion rate and average order value.
We're also thrilled that you've had a positive experience with our support team – providing timely assistance and valuable guidance is our top priority.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
I want to update my review, a customer support lead reached out to me with a highly professional response. I can safely say I highly recommend them now and they have assured me they are going to work on internal communication better. Thank you UFE, it's a great product, truly!
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This app has NOT been updated to utilize app pixels for conversion tracking, essentially making it completely useless with Shopify's new Checkout Extensibility Thank You page features. Their support is abysmal, the ticket I have opened up to address this keeps getting cycled through various support employees over and over again, each asking for collaborator access from different Gmail accounts, without any solution to the issue. This is clearly something their developers should take into account, EVERY Shopify customer will have to transition over to new checkout and thank you page by end of this year and the next.
Hello Matthew,
Your feedback is invaluable to us, and I want to assure you that we're wholeheartedly committed to addressing your concerns regarding the app's update to utilize app pixels for conversion tracking, in line with Shopify's new Checkout Extensibility Thank You page features.
As the Customer Support Lead, I want you to know that resolving this issue is our utmost priority.
I'm delighted to share that we've already taken proactive steps towards finding a solution, prompted by a notification from Shopify.
While it may take a little time, approximately 1-2 weeks, to finalize, progress is already well underway. We've developed a prototype and are currently dedicating our efforts to seamlessly integrating the analytics functionality and rigorously testing it to ensure it meets the highest standards for all our customers.
Regarding your previous feedback, we understand that interacting with multiple agents without resolution, due to different shifts, can be frustrating. Rest assured, we're improving our internal communication with our product team to handle this more effectively. We're actively working to provide a smoother experience for you, and we apologize for any confusion or inconvenience this may have caused.
Once again, thank you for your continued support and understanding.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
Tinu,
Customer Support Lead at Helixo
I've tried about 10 different cross-sell apps on Shopify and this one is, by far, the best. To top it off, the customer support is fantastic.
Thank you for your feedback! We're glad to hear that you find the app great and easy to use. Our team works hard to provide strong customer support, and we're pleased that you would recommend us.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
Glen was very helpful in repositioning the widget to show where I wanted it. I've already had customers make purchases using the volume discount feature. Would highly recommend!
Thank you for taking the time to share your positive experience!
We appreciate your positive review and are glad to hear about your successful experiences and that you're happy with our customer service!
Your recommendation means a lot to us!
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
We particularly like UFE because the Frequently Purchased With feature updates the variant of the trigger product as it's changed further up the page.
The support team was also incredibly helpful with assisting us in customizing the widget for our store when we couldn't' figure out a few things like positioning etc.
We're thrilled to know that you're enjoying UFE and finding value in its features, especially the Frequently Purchased With feature. It's great to hear that our support team could assist you in customizing the widget to suit your store's needs.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
Highly recommend this app if you're looking to create upsell moments like adding bundles discounts, pop-up reminders, volume discounts, etc.
I was originally looking for an app to do bundle discounts, but did not know that shopify had so many restrictions on stacking discount codes and the whole experience was frankly quite confusing. Fortunately, the support for this app is incredible. They were able to walk me through everything I needed to do to get the widget looking and working exactly as I wanted.
I've spoken to multiple support staff and they were all lovely, but I would like to specially shout out Lishana, who truly went above and beyond in helping me with my many questions and requests.
Thank you to the team for this wonderful and flexible app! They have a free trial so definitely check it out if you're interested!
Thank you so much for your kind words and recommendation! We're thrilled to hear that our app has been helpful in creating upsell opportunities and addressing your needs.
Our support team is dedicated to providing excellent assistance, and we're glad to know you had a positive experience with Lishana.
Your feedback means a lot to us, and we appreciate your cooperation.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Helixo Support Team
Unfortunately the App charge a lot of money while is based on "orders" doesn't matter if they are generated from online store or PoS (while we have 80% orders by PoS and less than 100 orders from online) and force you to spend as you have hundreds of order.
So is good if you just sell online, bad if you have also PoS connected.
Hello,
Thank you for taking the time to share your feedback with us. We genuinely value all input from our users as it helps us improve our services.
We understand your concern regarding the pricing structure based on "orders," and we sincerely apologize for any inconvenience it may have caused, especially for businesses with a majority of Point of Sale (PoS) orders.
We understand that we offered an unlimited offer with better discounts, but we regret that it didn't meet your expectations.
We assure you that we will take your feedback into account as we make further improvements to our pricing plans.
Our intention is to provide a fair pricing model that caters to various business types, but we acknowledge that it may not always align perfectly with every customer's specific needs.
Please know that we are constantly evaluating our pricing strategy and actively seeking ways to enhance the value we offer to all our users.
Your feedback is invaluable in helping us identify areas for improvement.
We are diligently considering options to make our pricing more flexible and accommodating, especially for businesses like yours with a significant number of PoS orders.
Our dedicated support team is available to assist you in finding the best possible solution that suits your business requirements.
Once again, thank you for bringing this matter to our attention. We are committed to serving you better and making your experience with our app more rewarding.
In case of further queries please contact us at support@helixo.co or via our in-app chat. We are always happy to help you.
- Tinu, Customer Support Lead at Helixo
