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November 5, 2024

You can contact Helium 10 customer support through live chat and email and submit ticket forms. The live chat provides a fast response, while other options can take a couple of minutes. 

Users can get help from the Helium 10 knowledge base besides contacting customer support. It is filled with plenty of resources and guides for every common issue. 

In this article, I’ll dive deep into the various aspects of Helium 10’s customer service, exploring its strengths & weaknesses and how you can make the most of it.

Key Takeaways: Helium 10 Customer Service

Helium 10’s live chat is the fastest way to get a response from their support staff.
All the methods are accessible to subscribers and non-Helium 10 subscribers.
Email and request form is the best for getting solutions with resources
Helium 10 Platinum Plan

Ways To Get Helium 10 Customer Support 

Helium 10 offers three main channels for users to contact their customer support team: live chat, email, and a request form. Each option has its own advantages and disadvantages, so it’s essential to understand which one might work best for your specific needs.

1. Live Chat

Helium 10’s live chat feature is the fastest and most immediate way to contact their support team. For common issues, you can either talk to a chatbot or get help from one of their customer executives. If you want human assistance for your queries, you will need to enter your email address so they can export your chat to your email. 

Helium 10 Customer Service - Live Chat

2. Email

For those who prefer a more detailed, written exchange, Helium 10’s email support is an excellent option. You can send your questions or concerns to the dedicated support email address (support@helium10.com), and the team will respond within a reasonable timeframe. 

Email

The advantage of email is that it’s accessible to both Helium 10 subscribers and non-subscribers alike.

3. Request Form

Helium 10 also offers a “Submit a Request” form, which is essentially an email-based support option. This allows you to provide detailed information about your issue, including attachments if necessary. The response time for the request form is similar to that of the email support.

Request Form

How To Contact Helium 10 Customer Service

You can easily reach out for assistance if you prefer live chat, email, or submitting a request form. Here’s a step-by-step guide on how to contact Helium 10 customer service using each method:

1. Live Chat

The Live Chat service is available for both subscribers and non-subscribers. 

Those who don’t have a Helium 10 account can head over to the official website scroll down to the end of the page and click the Contact Us option. 

Contact Us

On this page, you will find a chat option in a blue bubble. Subscribers can find the same button on their dashboard. 

Contact Support

The standard live chatbot greeting will appear with options like Adtomic and Billing. Select the category that best matches your query or click “Chat with Agent” to speak with a real person.

Chat with Agent

If you choose a category, the chatbot will ask further questions to specify your request. You can click on the provided options or type your question in the chat box.

If you wish to talk to an agent, enter your email address and click Send. 

Click On Send

Once your email is verified, an agent will contact you within a couple of minutes.

Contact With Agent

Discuss your issues with the agent and they will provide an actionable solution for your queries. 

2. Email

The email method is pretty straightforward. Log into your email service provider and follow these steps. 

Enter support@helium10.com in the “To” field.

Email Support

Write a brief description of your question in the “Subject” field.

 Subject Field

Type out your detailed question in the email body. Be specific and include any relevant screenshots for clarity. Hit send, and you’ll instantly receive a confirmation email from Helium 10 support indicating they are processing your request.

Helium 10 Support

If your query is related to a common issue, they will attach a guide from their Help Center. You can click on that link to get step-by-step solutions. 

3. Submit A Request Form

Submitting a request is similar to the email method. You will get a response from one of their agents with solution materials attached using this method. 

First, scroll down to the end and click “Submit a Request” under Help Center and Support.

Submit A Request Form

On this page, choose “Default Ticket Form” to submit your request. 

Default Ticket Form

Then add your email address, subject, and description of your query. 

Add your email address

Finally, add screenshots and files related to the query and click Submit. Their support staff will then send you the solution within minutes. 

No matter your chosen method, the Helium 10 customer support team is ready to assist you. Before reaching out, you can also check out their comprehensive Help Center for immediate answers to common questions.

Is Helium 10 Customer Support Reliable?

Helium 10 prides itself on providing fast and helpful customer support, and in our experience, they largely deliver on this promise. The live chat feature, in particular, stands out as a strong point, with knowledgeable agents eager to assist users.

Response Times: Helium 10’s live chat typically provides instant answers, with the option to escalate to a human agent if the chatbot isn’t able to resolve the issue. Email and request form responses can take a bit longer, but I’ve found them to be generally prompt, with answers arriving within a few hours to a day, depending on the complexity of the query.

Helpfulness and Effectiveness: Beyond speed, Helium 10’s support team excels in providing helpful and effective solutions. The agents I’ve interacted with have demonstrated a deep understanding of the Helium 10 platform and its various tools, allowing them to offer guidance tailored to the user’s specific needs.

Knowledge Base and Self-Help Resources: Helium 10 also maintains a resourceful knowledge base known as the Help Center, which is filled with informative articles, tutorials, and FAQs. This extensive resource can be a valuable first stop for users looking to troubleshoot issues or learn more about the platform’s features.

User Reviews On Helium 10 Customer Service

Users have mixed reviews on Helium 10 customer service. Here are both examples of that:

Very Good Customer Support and Product

“As a customer from Germany, I am always amazed at how quickly I receive a response and how quickly a solution is found. So far I have always been helped in a friendly and competent way by Mike Da Jose and the team. Keep up the good work! The product itself speaks for itself. The data provided is important for making data-based decisions in e-commerce.” – Marc

Really a bad service

“Really a bad service, my account has not been transferred from the free plan to the paid plan. I pay already for 2 months €39,- and cannot use their tool. The customer service is not able to look in my backend and ask to give the same images and information over and over… expensive and bad. If anybody has a good alternative please let me know!” – Joris vd Munckhof

Areas For Improvement

While Helium 10’s customer support is generally excellent, there are a few areas where the company could potentially improve.

Lack of Phone Support: One notable limitation is the absence of phone support. Some users may prefer a phone conversation’s personal touch and immediacy, especially for complex issues or urgent concerns. Helium 10’s decision to focus on live chat and written support may be a strategic one, but it could be a drawback for certain customers.

Consistency in Responses: While I’ve generally found the Helium 10 support team to be knowledgeable and helpful, there may be instances where the responses from different agents vary slightly. This is not an uncommon issue in the world of customer support. Still, Helium 10 could improve the consistency of their responses to ensure a more seamless and predictable experience for users.

More On Helium 10:

Making The Most Of Helium 10 Customer Support

To get the most out of Helium 10’s customer support, it’s important to understand the best practices and strategies for engaging with their team.

1. Utilize the Help Center: Before contacting the support team, explore the Helium 10 Help Center. This extensive knowledge base is filled with a wealth of information, from step-by-step tutorials to FAQs and troubleshooting guides. Chances are, you may find the answer you’re looking for without initiating a support request.

2. Provide Detailed Information: When submitting a support request, whether via email, the request form, or live chat, be as detailed as possible. Clearly explain your issue, include any relevant screenshots or error messages, and provide any other information that could help the support team understand and resolve your problem more efficiently.

3. Be Patient and Persistent: Helium 10’s support team is generally responsive, but sometimes the response takes a bit longer than expected. Don’t hesitate to follow up if you haven’t heard back within a reasonable timeframe. Additionally, if the initial response doesn’t fully address your issue, politely ask for further clarification or a deeper dive into the problem.

4. Use the Live Chat: The Live Chat feature is your best bet if you have a pressing issue or need an immediate answer. Utilize this option to get real-time assistance from the Helium 10 support team, and don’t be afraid to escalate the conversation to a human agent if the chatbot isn’t providing the help you need.

5. Provide Feedback: Helium 10 continuously strives to improve its customer support, and your feedback can play a crucial role in shaping these efforts. If you have a positive or negative experience with their support team, don’t hesitate to share it with the company. This will help them identify areas for improvement and ensure that their support offerings continue to meet the evolving needs of their users.

More On Helium 10:

Conclusion: Helium 10 Offers Live Chat, Email, And Submit Forms Support

Helium 10’s customer support is valuable for Amazon sellers who rely on the platform’s tools and features to grow their businesses. With a strong emphasis on responsiveness, knowledge, and self-help resources, Helium 10 has built a support system that can be a valuable ally for both seasoned and new sellers.

While the lack of phone support is a problem, Helium 10’s overall customer service performance is commendable. For quick responses, use the live chat option. It allows you to contact support staff within minutes. 

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