Re:amaze Erfahrungen

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.

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.

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 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

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.

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 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.

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

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.

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.

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.

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.

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.

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