Re:amaze

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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 few generation older than it should be. Switching between the editor and the code and the preview is clunky. A live preview pane or just better handling for styling/inline code would be much appreciated. Also, there's no built in code syntax highlighter which is essential for technical products where your customers are developers who need sample code as part of the knowledge base articles. I do expect that Re:amaze will improve this in the near future, though, so I still feel very confident recommending this product (especially over Zendesk and the old guard of support software solutions).

Alternatives envisagées 

Pourquoi passer à Re:amaze

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Pourquoi choisir Re:amaze 

Logiciel antérieur 

Avantages

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...

Inconvénients

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.

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Pourquoi choisir Re:amaze 

Logiciel antérieur 

Pourquoi passer à Re:amaze

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Re:amaze

Avantages

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

Inconvénients

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

Avantages

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.

Avantages

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.

Inconvénients

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.

Avantages

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 populate on my browser version when I open that ticket, allowing me to finish the reply seamlessly.

2) As I type replies, have Reamaze do background searches for similar replies and allow me to quickly cut-n-paste from existing, older tickets. For example, I often send URLs to customers for products they are looking for. If I type part of the product name, have it suggest that product's URL so I don't have to go look it up in another browser tab, copy/paste, etc.

Otherwise, I do like the response templates and help articles but they sometimes aren't quite flexible enough for these sorts of quick responses.

I also like how it seamlessly integrates with facebook messenger and other social media platforms.

Inconvénients

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

Avantages

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 from the desk or on the go if at shows via the mobile app.
We have a set of templates we can respond with for common enquireis and we have now got increased response time on facebnook as we get instant notificatiopn of messages.

Site pop up feature is another great tool that can allow us to help live customers on our site or direct them to where they may find answer or FAQ that we have set up.

Inconvénients

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

Avantages

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.

Inconvénients

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

Avantages

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.

Inconvénients

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.

Alternatives envisagées 

Pourquoi passer à Re:amaze

Avantages

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.

Inconvénients

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

Avantages

The thing I like most about this software is the look and feel and ease of use both on the user side as well as the admin and agent side.

Inconvénients

If I had to pick a con about this software, it would be the fact that I am addicted to it.

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Avantages

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

Inconvénients

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

Alternatives envisagées 

Pourquoi passer à Re:amaze

Avantages

-Tagging emails to track the status
- Setting reminders to clear your inbox of emails on hold
- Set "departures" to keep emails/jobs organized
- integrates well with Shopify orders

Inconvénients

-I wish you could see the description of tags when applied to emails
-Hope that there is more integration with triggering events when detecting actions taken from shopify

Avantages

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

Inconvénients

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.

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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!

Alternatives envisagées 

Logiciel antérieur 

Pourquoi passer à Re:amaze

Avantages

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.

Inconvénients

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

Avantages

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

Inconvénients

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