Re:amaze Features

Re:amaze had two key features that we needed: customer support case management across multiple channels (email, on-site chat) and a knowledge base. These two features were non-negotiable as they work in combination to solve customer pain points. We interact with customers directly via the chat/email channels and over time, we identify patterns and develop KB articles that handle a greater and greater percentage of cases so that users can get their problems solved on their own. Re:amaze seems like it's constantly getting new features without raising the modest prices. Our small team has just two seats and most small companies can probably get by with just a single seat. The mobile app is also useful if you want to handle some support cases on-the-go.

The only thing I don't love about Re:amaze is the knowledge base system. The editor needs some love! It does all the main things you need it to do: create categories, manage workflows (draft an article, make it unlisted, publish it) and it even has a few nifty features like letting you embed JS code or even forms created from the form builder feature. But the editor itself just feels like it's a...

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The ability to contact customers and stay on top of issues.

Sometimes the site is a bit laggy and I have to refresh the screen

Handling multi channel communication (including social channels) means only one place to log in to see all customer communications. Pulling in info from our Shopify store is a huge plus - you already have background on the customer yo are talking with. Love that I can see who else is actively in a message to a customer so we are not double dipping and wasting time. Plus so much more...

The only con is that I wish it was a bit more sales focused. I know that Reamaze is going there, but while I like the embedded shoutbox, its not always the prettiest for sales. If the shoutbox could work in tandem with some pop-ups that can be creatively designed, I think it would be a great sales piece as well.

Multiple inboxes allows for 1 email client to be used for our whole business. It is business oriented in that it provide reports and statistics . Integrated live chat features can allow you to easily operate live chat support for your business.

Larger reports take a while to download but its reasonable considering the amount of data in the reports.

The many functions it offers. Before this, we only had live chat software. This incorporates live chat, our support email, and a knowledge base (frequently asked questions) for our customers.

Nothing really. The only thing I can think of is that the chat bubble icon isn't very customize-able. Only a few options.

- the shopify integration - ability to send new emails to customers - easy to use - pergect for handling many emails with multiple people - very helpful customer support

- Can’t really think of any, first of all I tought the price was maybe too much, however it is worth my money 100%

Very easy to set-up and operate. Very powerful software versus the Salesforce platform we used to use. Reporting is great. Moving to Reamaze has saved significant time in handling our support cases quickly and efficiently.

That we didn’t find it earlier! If only it had Instagram integration.

I like how I can switch between the mobile and browser versions depending on where I am, whether at my desk or out and about. This allows me to rapidly reply to customer questions and also not allow any to accidentally go unanswered. Two features would really be quite valuable to me: 1) If composing a reply on, e.g., mobile but then not getting a chance to finish, having that partial reply automatically...

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Sometimes the mobile app crashes when typing replies (iphone 8+/latest IOS) which gets irritating.

Easy to use, integrates well with many platforms, super easy to train new users, easy reporting

Nothing that I can think of per se. I guess some more integrations or partners would be cool but definitely not a deal breaker.

Very easy system to set up and intergate with our bigcommerce store. One of our biggest issues was keeping control of all the communication from customer and staff. Not having a central source where we could see what had been said to customers and what their past orders/comms were was a large pain point for us adding re amaze. Since impolementing this we can respond to customers lighning fast...

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Could do with some upgarde to the UI. In particular some colour coding for tags or different types of messages going to selected email accounts. Other than this it's perfect

Thanks for your candid review! An interface update is coming later this year after we roll out some more features :) We'll make sure our product teams are aware of your feedback.

I like that it allows multi-users and tracking per user. Ease of creating workflows and templates is pretty intuitive. Nice integration with shopify for all in one page data for answering email order concerns. Tried some other platforms, some more "famous" and some newer platforms and stuck with Reamaze for over 5 years.

A little confusing between resolved and archived. Just OK when working with gmail forwards into each other's workflows and filtering.

You can reply to messages after hours via email. This is just the best feature and has helped us get many more orders.

You can not see a live dashboard of all your current customers on the site.

They offer all the features a growing company like ours need. That includes things like - Chat - Email support - Social media support - Customer satisfaction surveys - FAQ - Proactive customer engagement Pricing is fair and policies are just great. They honor all grandfathered accounts which makes the entire service future-proof. My favorite thing about Re:amaze is their customer service. Absolutely top notch.

No cons were added to this review

Thanks for reviewing Re:amaze, Winston! I'm glad we're creating a platform that you enjoy.

After a reasonably comprehensive search and stutter-starts on 2 other platforms, we found Reamaze was the one combination of quality and features that really met our need. The most distinguishing feature for us was the ability to marry live chat support with a private, client-only knowledgebase. The fantastic, friendly, and prompt support is a huge bonus, and we've found their embeddable components are less heavy and are better performing than the others we tried. Integrating to show which customers are doing what and where was super simple and the actually real-timeyness of it has been of great value.

Because it's markup based, it's more work to do certain things in documentation, most notably adding images to support articles. I'd also like some reports/tracking on who and how many of whom are visiting and reading articles in our Help Center, but I believe that's on their roadmap.

The interface is easy to use and it makes communication with our customers easier - allowing for our Sales team and Support team to both interact when necessary.

Some customers do not include their emails in the form so we need to email them back outside the software, there's not way to add an external email address - it will only appear to them when they've logged back on.

Great tool for website conversion - being able to answer questions and offer recommendations is brilliant for converting enquiries. Tight Shopify integration gives our team instant access to customer info so we can easily answer questions while in a chat. Fast support responses. Very Intuitive - our team we’re up and running really quickly with minimal training.

Happy overall at this stage - no complaints

ReAmaze has cut down on emails from customers and sped up customer communication. We really like that we can either answer the customer as a Live Chat or respond later like an email all within the same system. We also have it linked to Slack so it notifies us right away.

We haven't found any negatives after about 6 months of use. I guess it would be nice to be able to respond from within the Slack app instead of just getting notifications.

- Easy to use - The help center feature - Customizable - Good price - Fast chat software - you can use your company email as the sender

- it's hard to contact customer service - no too much features

That it's easy to use, but has plenty of features to make sure you can take care of customers.

The only complaint would just be to have them make the launcher positioning easier to do within the app.

Reamaze collects customer data such as orders, etc enabling customer service to provide answers quickly and efficiently. The help tool is a great feature that allows customers to search for their answers in the FAQ library. We are able to create tickets in case of escalation which helps track response times. These are just a few features that stand out for our company.

We have, yet, to discover the cons of this software. Everything so far has been operating smoothly.

Ability to have all messages, emails, notifications in one place.

Not fully compatible woth all social media ( instagram messages don’t come through )

Easy to use, implements with social media, implements with ecommerce website, includes help desk software.

Very little to not like about it - some of the short cut keys are different from standard e.g. Cntrl + L for links instead of Cntrl + K which I'm use to in gmail, word etc.

The level of communication and cohesion it promotes between different departments.

I don't really have any negative feedback.

I like the most its simplicity that it visualizes customer conversions, and helps in live chat and helpdesk integration. It provides a collaborative/shared inbox where we can collectively see all the text messages, chats, emails, and social messages - all in one inbox. Best for sharing targeted content with the customers, as we can track their activity.

No cons identified so far, it provides all the essential features.