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Helium 10 Customer Service: 3 Ways to Get Help

Helium 10 provides 3 methods of contacting customer support, which are live chat, email, and submitting a form. Generally, the response times are fast, and the chatbot provides instant answers. Furthermore, use the Help Center to read articles and FAQs for immediate help.

However, you must create an account and sign in to use the live chat feature, and no phone support is available for customers who want to speak with a staff member.

Key Takeaways

  • Helium 10 provides 3 customer service contact options, which are live chat, email and submitting a form.
  • Use the Help Center to find answers to your questions from FAQs and informative articles.
  • Helium 10 customer service response time is generally fast and provides helpful answers.
  • Phone calls are not one of the contact methods for receiving help from Helium 10 customer support.

Pros and Cons of Helium 10 Customer Support

This section summarizes the best things about Helium 10 customer support, including the fast response time. We also share drawbacks such as the lack of phone support.

Pros:

  • Fast response time ensures that you can get help quickly
  • Live chat is available 24/7, allowing users in different time zones to get help whenever they need it
  • The automated chatbot can provide instant answers
  • The Help Center contains detailed instructional articles with screenshots, making it easy to find solutions to problems

Cons:

  • Phone support is not available, so users must rely on live chat or the Help Center for assistance
  • Live chat is only available after subscribing to a Helium 10 account

Available Helium 10 Customer Support Options

Helium 10 provides popular customer support options like email and live chat

Familiarizing yourself with customer support is important to take full advantage of what Helium 10 offers.

However, phone support is not available at Helium 10. Therefore, customers looking to speak with a customer support agent will be disappointed.

Helium 10 provides 3 customer support contact methods, which are as follows:

1. Live chat

The live chat feature provides the fastest response time compared with other contact methods. Helium 10 provides instant answers via a chatbot, or you can ask to communicate with a real person. However, the availability of customer support agents varies based on demand and time of day. Therefore, you may have to wait for a few minutes or hours, depending on when you ask for help.

The live chat is only available to Helium 10 members. Hence, it’s inconvenient for users browsing the website and want to use live chat to find out more before signing up. 

However, you can access the live chat feature by signing up for a free account.

Furthermore, the live chat functionality provides useful features that enable you to attach files and paste images. You can provide screenshots to explain your problem better, allowing the customer support agent to provide effective help.

Is the Helium 10 Live Chat Bot Any Good?

The Helium 10 live chat bot is a good choice if you have a simple question that can be asked with keywords. However, complicated questions may require you to escalate the interaction with a real person. The “Chat with Agent” button is always available in the chat window, which is handy when the chat bot doesn’t provide an adequate answer.

2. Email

Email support has a slower response time compared with live chat, and it depends on the volume of queries. Also, it’s available to non-members, which is an advantage over live chat. Anyone can log into their email service provider and send a message to Helium 10 customer support inbox at support@helium10.com.

Helium 10 asks users to provide as much detail as possible and include screenshots if applicable. You may find that typing out a long email is more convenient than the small UI of the live chat box.

Furthermore, you may receive faster responses if your questions are clearer

Otherwise, you’ll be sending multiple emails back and forth trying to explain the problem.

3. Submit a Request Form

The “Submit a Request Form” feature allows you to send a message to Helium 10 customer support team and receive a reply to the specified email. Therefore, it’s essentially email support, but the initial message is submitted via Helium 10 form instead of your email service provider’s inbox.

The request form response time is likely the same as for email inquiries – from a few minutes to hours. The form asks for the following fields to be populated: email address, subject, description, and attachments (optional).

How to Contact Helium 10 Customer Support?

Contacting Helium 10 with the available customer support options is straightforward. 

This section shares the step-by-step process for receiving help. Also, you can choose the best method based on your questions and how you like to interact with support agents.

How to Contact Helium Customer Support With Live Chat?

To contact Helium 10 customer support via live chat, follow these steps:

  1. First, create a free account with Helium 10.
  2. Once you have logged in to your account, look for the blue chat bubble in the bottom left corner of the screen.
  3. Click on the chat bubble to access the live chat feature.
helium 10 live chat icon
  1. The standard live chatbot greeting appears with a few options. These include categories like Adtomic and Billing, which you can select to further specify the nature of your query. Or, select “Chat with Agent” to transition from the chatbot to a real person.

We decided to click on “Billing” to look at what additional help is provided.

The chatbot asked: “What type of billing request do you have?”

3 further options appeared, which were:

  • Upgrade or Downgrade,
  • Pause
  • Cancel

We could click on one of these options to continue to specify our query or use the chat box to type a question.

Alternatively, at any point, we can click on the “Chat with Agent” button if we are not getting the required help from the chatbot. Chatbots instantaneously answer questions, so it’s worth giving them a shot to receive help. However, don’t hesitate to elevate the interaction to a real person if you’re frustrated with the chatbot’s lack of help.

2. Email

To receive help from Helium 10 customer support team via email, start by logging into your email service provider. Next, enter support@helium10.com in the “To” field, and write a few words to describe the nature of your questions in the “Subject” field.

Now type out your question and be specific to clarify your problem. There is no limit to the email length, and a descriptive question will result in a better answer. You can also add screenshots to provide a visual aid that helps illustrate your problem.

Once you hit the send button, you’ll instantly receive an email from Helium 10 support with the following message:

helium 10 support email

The confirmation message is a nice touch to provide peace of mind that the question is being processed. You’ll also see a nudge toward the Help Center for immediate answers to commonly asked questions. More on this feature further down in our guide.

3. Submit a Request Form

You’ll need to click on the icon with the question mark in the header navigation menu to submit a request form. Then, a drop-down menu will appear, and you must select “Contact Support” as highlighted in the screenshot below.

helium 10 contact support

Next, you’ll arrive at the Contact Support page, where you can complete the form to ask your question. Start by entering the email address where you want Helium 10 to respond. 

This is also the email address where you can ask further questions if the initial response doesn’t provide sufficient help.

Now use the “Subject” field to describe the nature of your question, and ask the question in the “Description” field. Take time to write out detailed and clear questions. 

Also, take advantage of the “Attachments” section if you feel screenshots or other files can support your question.

helium 10 contact support form

Finally, click the blue “Submit” button at the bottom of the form to submit. 

Like sending an email, you’ll instantly receive an automated email from Helium 10, indicating they are processing your question.

Is Helium 10 Help Center Helpful?

The Helium 10 Help Center is an extensive FAQ section that you can use to receive instant answers. However, it also contains training material for using their tools, including articles with screenshots that show you what to do step by step. It’s an excellent resource for new Helium 10 users that are figuring out how to use the tools for the first time.

Therefore, you should learn how to use the Helium 10 tools with the Help Center, since it’s more productive than asking customer support. Also, you’ll determine how to get the most out of each Helium 10 tool to find new products, conduct keyword research, optimize product listings, and grow your Amazon business.

The Help Center also includes a handy FAQ section for answers to billing-related questions and a glossary to help learn the various definitions used inside Helium 10 and in the Amazon business industry.

Overall, we found the help center to be a treasure trove of information. We were impressed by the length of the instructional articles and the number of annotated screenshots, thereby removing ambiguity from how to use Helium 10 tools.

How to Use Helium 10 Help Center?

To use the Helium 10 Help Center, click on the icon with the question mark in the header navigation menu and select “Help Center” from the drop-down box.

helium 10 help center

Once the Help Center opens up, you can use the search bar to type a question or the navigation menu on the left-hand side to find answers by browsing through the sub-categories.

helium 10 help center categories

Users without a Helium 10 account can also use the Help Center. Perhaps you want to learn about the features in-depth before deciding on one of the Helium 10 plans.

What Kind of Questions Can You Ask at Customer Support?

Taking full advantage of what customer support offers allows you to have a more productive time at Helium 10. Whether it’s choosing the best plan or how to use the tools to grow your business.

Let’s consider the subject areas you can go to customer support for help:

  • Learn how to use tools: don’t hesitate to ask customer support about the benefits and limitations of each tool. Also, if you’re stuck figuring out how to use a feature, you may save time asking for help instead of wasting more time on your own. You may even receive a few strategy tips from knowledgeable Helium 10 customer support agents.
  • What to do next: it’s not uncommon for new Amazon sellers to overthink things and get stuck on what should be the next step. Hence, ask customer support what tools can nudge you in the correct direction. For example, based on the stage of your product cycle, they may recommend searching for products using Black Box or starting a PPC campaign with Adtomic.
  • Bugs or errors: it’s not uncommon for Helium 10 tools to have bugs or return questionable results. Therefore, ask customer support for help when you run into problems. You should expect Helium 10 tools to work as described – especially if you’re paying good money for a plan.
  • Billing: you may want to determine when you will be charged for your next payment or how the refund process works. The Helium 10 customer support team is happy to answer any billing questions and point you in the direction where you can learn more.

How Fast Will the Helium 10 Customer Support Team Respond?

Getting answers from Helium 10 customer support team might be the bottleneck to making your next move. Naturally, you’ll want fast response speeds, but they will vary based on several factors:

  • Your chosen communication method
  • Time of day or week
  • Question clarity and difficulty

Choose the live chat feature if you want faster response speeds since you can interact with a customer support agent within a few minutes. Also, once a live chat agent is connected, they will typically stay with the case until it’s been resolved. Therefore, expect follow-up answers to be even faster.

In comparison, email response times may take a few minutes, hours or days. 

It varies based on the volume of queries. Hence, choosing email to ask questions makes sense if you don’t need an answer urgently.

Our Experience With Helium 10 Customer Support

Overall, we had a positive experience with Helium 10 customer support because the response times were good, and the answers provided the requested help. 

For example, via email, we asked when the Helium 10 Elite plan will open its doors to new members.

Firstly, we received an automated reply stating that our question was being processed. Consequently, I was surprised to see that around 5 minutes later, I received an email from a customer support agent. They didn’t have the answer initially but shared that they were working on it, and delivered the answer in an email 30 minutes later.

helium 10 customer support email response

Furthermore, many Helium 10 customer support answers are accompanied by links for further reading. It’s helped me figure out how to use the Helium 10 platform, so I can figure things out on my own next time.

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Frequently Asked Questions

Yes, the Helium 10 customer support team is trustworthy because they understand how the tools work and the nature of the Amazon business model.

Therefore, you can count on the suggestions and advice provided by Helium 10 customer support agents.

Furthermore, the help staff will ask for help from colleagues who might better understand your questions. This gives you a better answer and places trust in the quality of Helium 10 customer support team.

Yes, you can get a refund by contacting the Helium 10 customer support team.

In fact, it’s required that you take this step, and you have a limit of 7 days before the refund period runs out. Furthermore, only customers with a first charge/payment can receive a refund.

No, you cannot reach Helium 10 customer support on social media channels.

However, Helium 10 has social media channels where you can interact with staff members and ask questions. This includes Facebook, Twitter, YouTube, LinkedIn, Pinterest, and Instagram.

Helium 10 does not have a phone support service at the present time.

Helium 10’s headquarters is located in Irvine, California.

Final Verdict on Helium 10 Customer Support

In conclusion, Helium 10 customer support quickly responds via live chat and email. 

Also, it’s available 24/7, which is ideal for customers in any timezone. You can also use the automated chat bot or Help Center to receive instant answers to commonly asked questions. However, with no phone support there is room for improvement.

However, you’ll need to create a Helium 10 account to access live chat. Check out the pricing page to compare the Helium 10 plans to choose the right option for your budget and needs.

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