UFE Cross Sell & Upsell Bundle

Hello,

First of all, thank you for the invaluable feedback.
We extend our sincere apologies for the highly disappointing customer service experience you encountered while seeking assistance with our product.
Allow me to address each issue you raised and assure you that we are taking immediate steps to rectify our shortcomings.

1. Regarding the misunderstanding about the product's availability, I want to clarify that when previewing from the funnel settings, we could only see the product page from Shopify. As the product was in draft form and not active, we received a 404 error (indicating unavailability/out-of-stock status). It was only upon checking the product page link you shared that we realized it was a custom-made page. Also, I acknowledge that we should have carefully reviewed the loom video you shared to better understand that the product was, in fact, in stock. We sincerely apologize for not giving your concern the attention it deserved. We will conduct a thorough review of our customer service procedures and retrain our support team to improve their attentiveness, communication, and responsiveness.
2. Presenting a screenshot of a 404 error code without context was indeed unhelpful and confusing. We fully understand that clear communication is essential in promptly resolving issues, and we failed to meet that expectation. To improve communication, our customer support team will provide context with error explanations, offer clear solutions, and prioritize timely responses to promptly address customer concerns.
3. We apologize for any inconvenience caused by our team's dinner break. However, we noticed that you have received an automated message about our dinner break, wherein it is mentioned that we will be back within 30-45 minutes.
4. We have discussed your requirement with our team and thoroughly explored all possibilities for integrating with custom pages, but unfortunately, we are unable to offer this feature at the moment.
That's why we couldn't give you an HTML code to embed as mentioned above. However, I want to assure you that we value your feedback and take your feature request seriously.
We have already added the integration with custom pages as a feature request in our portal: [https://feature.ufe.helixo.co/posts/12/show-upsells-on-custom-pages]. Please consider voting for this feature, and you will receive updates via email once it is released.
Our development team regularly reviews these requests, and we will make every effort to incorporate this feature in future updates. Additionally, we will establish better internal communication channels to ensure a more coordinated and efficient approach to resolving customer queries.

We understand that this experience was unusual and not reflective of the level of service we aim to provide.
Once again, I apologize for the disappointing encounter, and I hope you will allow us the opportunity to demonstrate the level of service we strive to offer to all our valued customers.

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.
Sincerely,
Tinu,
Customer Support Lead at Helixo.

Thank you so much for your positive review! We are thrilled to hear that we can provide you with excellent customer service and went above and beyond to help you.

We strive to provide exceptional service, and we are glad that Sarah delivered on that promise.

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

Awesome! I am glad that I could help merchant like you 😊 Really appreciate your time taking to share your experience with us 🙏

- Sarah, Helixo 👩‍🦰

Hi Omer Ozener, thank you for the review! But that's not true 🚫 (New merchants don't get confused). I can explain in detail, our app is one of the few apps that do this in a clean way!! 🧹

1. Most of the apps add some code to the theme for the proper working of the app. But most of the apps don't remove it because after uninstall apps lose access to the theme. 🥊

2. What UFE do differently is we optimized 🪄 our code in a way that it only loads the code if the app is installed. (For other apps, the theme injected code still loads and runs in merchants store)

# In order to check it yourself, install and uninstall UFE, then 🤿
Step 1: go to your store in Chrome browser and press "Ctrl + U" or "⌘ + U" to view the source code of the store
Step 2: Find for "ufe.helixo.co" keyword inside it, so you can check whether the code still adding on to the storefront or not. In our case, you can't find "ufe" related keywords because it's designed in a way to include only if the UFE is installed. But this is not the case for some other apps.

For the sake of transparency, after uninstall, we do send an email to the merchant informing about removing code snippets with a detailed article about it. We also recommend to contact us if the merchant needs help, we will do it for them as soon as possible. 🤝

Sorry for the inconvenience caused, and thank you for your positive review and for allowing me to explain it to everyone! 🙌

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.

- Nikitha, Customer Support Advocate.

This review seems suspected to be a foul play by competitors. We are investigating more on it and will gather all relevant information and update it here and report it to Shopify partner team.

👉 For New Merchants reading this: Install the app and try it to see the results, if you need help, don't hesitate to ask us, we will go beyond to satisfy your requirements to increase the sales.

Thank you so much for taking the time to leave us a 5-star rating - it's much appreciated! We are always happy to help merchants like you

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

Thank you so much for your review. Glad I could help you today, always happy to continue support to you 😊

In case of further support please contact us through our in-app chat or write us at support@helixo.co

- Sarah, Customer Support Advocate

Wow, your review just made our day!

We're overjoyed to hear that you found our app user-friendly and packed with great features.

Our support team is always here to lend a hand, and we're thrilled we could meet your requests quickly. Your support and feedback mean a lot to us – thanks a bunch!

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