Reamaze Reviews

Re:amaze has an easy to use interface and is customizable for all business sizes.

Would love a way to create custom ""Folders" for the Inbox to better organize incoming emails.

Definitely recommend. I tested several HelpDesks and found Re;amaze to be the best. Excellent customer service too.

I love how Re:amaze connects with our BigCommerce store and links orders and prior conversations. It's great to have everything in one place.

We really like having all our channels centralized into one location. Allowing multiple team members to access communication history and order information along with template responses makes a for a much more efficient customer service response time.

For long conversations it will drop the older comments part of the thread so you have to log back into that channel directly to see the entire thread if going back a long ways historically in the communication.

Simplifies all of our channels into one location and provides quick response templates we can build to handle similar requests quickly. Faster responses and better care for our customers.

.The variety/flexibility of options, the multi-brand approach, the great support

It would be cool to have a screen share option through the video call feature so we can give direct support

1st and 2nd level support,

We like that we can wrap in all of our sales channels for all of our ecommerce stores serving different markets and all of our sales channels while separating access into individual business units. Pricing is only per user which makes it easy to understand and predict our upcoming billable.

Less integrations than Gorgias, although we have been able to find workarounds for most of them.

We are finally able to centralize all customer service interactions across different channels and business units.

The best part of Re:Amaze aside from the platform is the amazing customer support team - getting the assistance we need when we need it is top tier.

The reporting is user-friendly but it was a bit complex to understand - the support team helped us through this!

It allows our entire team to have visibility allowing us to better assist our customers.

Re:Amaze has a FAQ portal that is easy to manage and maintain by the customer support team. The chat widget integrates well with e-commerce platforms allowing for smart and fast resolution of tickets. The pricing model is convenient as well as it is a per user licence fee as compared to per ticket fee.

The level of customisation options on the help centre portal is quite limited. For instance you will have limited options to customize the appearance of the help centre page, although they made a lot of improvements recently

Re:amaze allows us to resolve tickets faster and also help increase our conversion rate on the website through the chat widget. The price point of the tool as well suits the business model.

Re:amaze gives us the ability to chat with our customers. It's straightforward and easy to use. I love having the ability to see who is managing each chat in real time.

I truthfully don't have any complaints about Re:amaze, but it would be nice to have the name of the person we're chatting with. I'm not sure if that's a missing function or just something we need to implement.

Re:amaze helps us get in touch with our customers on the website. It bridges the game between what they need and our ability to help them. Without Re:amaze we wouldn't have that additional communication channel with our customers.

Works really well. Communications come in from eBay, email, SMS, social channels, RingCentral (our phone system) and online chat to a single place where my team can answer them. History of the communications is maintained and we never have to manage comms through email or multiple tools

The settings screen is painful to navigate. It needs a refresh to be simpler and more intuitive to navigate. Setting the tool up is also not easy. I wouldn't say it is hard, but it takes more time that if it was better designed.

Simplifies our internal processes for managing customer interactions. We have one place to go to look at anything customer related. The importance of this cannot be understated.

Simple and yet very functional. Aside from the AWESOME "Help Site" that it gives your customers, it is user-friendly and easy to train new staff with, especially if they are new to Customer Service. However, this does not make it a beginner-only tool. The automations from auto-tagging to reply templates are just as advanced as it can be for a small-time online shop owner like me. And remember, a good app such as ReAmaze is not a repalcement for a great Customer Service Manager and a good protocols for your team. Take care of the foundation and ReAmaze will give you the tools to execute well.

Sometimes emails get so cluttered that I sometimes hope that ReAmaze has a simpler, faster mode where I can quickly change all settings without all the fancy UI and such (i.e. i want the firefox settings).

All I can say is if you are just starting out, or new to eCommerce, go for ReAmaze if the opportunity presents itself. Easy to learn, use, and train your new team with.

Faster tagging on customer emails and chats. In this way we can know what is most urgent.