Re:amaze Reviews

Reamaze is one of those products that you wish you started using years ago. This product has definitely evolved over the years. I first used it back in 2015. I'm back on it now in 2018 and it has matured in many ways. It's much more than a customer service platform. It also helps businesses with conversion optimization and its definitely moving into intercom territory. Customer service is spectacular. Reach out and you'll always hear back from someone.

Reamaze has a very unique design philosophy and it's not everyone's cup of tea. Everything is designed to be centralized and you do need to think a lot about what you want to do before doing it. There's not a lot of handholding which can make it a bit tough on newcomers.

Thanks for the feedback Oliver! We'll be sure to make onboarding and learning new Re:amaze features easier in the future.

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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I loved how easy it was to setup and how the knowledge base integrated into the chat widget. everything from the customer end looks and feels great.

The backed interface for the live chat is awful. Ultimately we decided to leave because the chat function wasn't meeting our needs.

Hi Matt, Thanks for leaving a candid and honest review for Re:amaze. We do remember speaking to you about the experience and what we're looking to improve about it in the future. Re:amaze does offer two chat modes, the first being Real Time Messaging (like iMessage or Facebook Messenger), the other being Classic Chat. The Classic Chat mode probably would have suited you better because there are features like missed chat, delays, chat transcripts, and much more. There are things we're looking to improve though so your feedback is always welcome. Thanks for giving us a try and we're sorry we didn't quite get to "amaze" you this time around.

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 ability to understand your customer's experience and the chat functionality is very expansive

The pricing could be improved upon as it basically offers you a beginners plan then a very expensive plan as you need to add more people to your team. Feast or famine

- 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.

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.

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.

ReAmaze has all of the features I need for my small business customer service, without all the bloated features of some of their competitors. It's lean, affordable, and completely effective. I've been using it for years and have no complaints.

I have to reach a bit to find something that I don't love about ReAmaze, but I'm not a massive fan of the format on the shout boxes. They're a bit confusing for some users.

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.

We love the Shopify integration. When our customers connect with us, our service staff immediately sees any relevant order information. This helps us provide a great customer experience.

Their knowledge base editor doesn’t support uploading photos to an article. If you want to add an image to an article, you have to point to an external URL. This is tedious, especially if you’re moving over from another knowledge base. Re:amaze is great so I was very surprised to find this limitation!

I like the user-friendly controls and instructions on setting everything up. I have very basic code skills and was able to set up like 5 different stores using this software

The only thing I did not like was the way the chats were shown whether they were read, responded tagged etc.

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.

It is very simple and easy to use software, where you can easily manage your customer service and integrate all channels at one place.

For small teams it works fine, but, for big teams it would be quite difficult to monitor and manage as there is no ticketing system in the software.

Hi Mark! Thanks for the candid review. We appreciate the support. For large customer service teams, we recommend leveraging automated workflows for ticketing. A ticketing system is usually about handling assignments and escalations, which Re:amaze supports and is all doable via workflows. Our other ticketing features include assignments, moving conversations, reminders, state changes, tags, and much more. Let us know if you have any questions at support@reamaze.com!

Feature set and customization were superior to other apps tested.

Modifying notification settings could be a little more user friendly.

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.

Reamaze is easy to use and helps us keep track of all our customer messages from many different platforms. It also play well with BigCommerce, which is a must for us.

Sometimes it seems like archived conversations don't always pop back up if a customer replies to them. I wish that the Reply and Note boxes were entirely separate to avoid customers being sent a staff Note by accident.

We have a staff of 6 that uses the portal daily to service our eCommerce business. We find the tool invaluable and we are very happy. We have no issues I can think of. My favorite features are that I can set follow up reminders and I can copy myself on all inbound and outbound correspondence that allows me to keep tabs on our service responses.

I really do not have one. I have no issue complaining and do not have a complaint.

Super easy to use for any team, even new users. Does most of what we need

Does not connect to all social media channels or types, and regularly has some "issues" which cause it to break. Support is always fast to respond though.