Reamaze is a cloud-based help desk and customer messaging solution that helps businesses support, engage and convert customers using a single app. It’s suitable for businesses across industries such as higher education, retail, food and beverage, health care and more. Key features include multi-channel communication, automated routing and issue tracking, knowledge base management and also live chat.
Reamaze features a shared inbox that allows teams to manage interactions with customers from various channels such as Facebook, Messenger, Instagram, Twitter and SMS messages. Users can also monitor customers in real time, keep track of their activities and send canned responses to specific queries.
Additionally, Reamaze features a self-service portal, customizable branding capabilities, email integration and a digital storage space for documents. Mobile applications for iOS and Android devices are also offered.
Services are offered on a monthly subscription basis that includes support via email, FAQs and online live chat.
I manage all my customer service with this product. My marketing team also uses it to run promotional campaigns. Sales people use it to see who's on our website and can initiate sales quickly.
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.
Respuesta: Reamaze 5/2/2018
Thanks for the feedback Oliver! We'll be sure to make onboarding and learning new Re:amaze features easier in the future.
Justin C. Especialidad: Comercio minorista Número de empleados: 2-10 empleados
We use this app daily for all of our customer interactions. It has helped us gain a reputation in our industry for exceptional customer support. Our reviews submitted by customers mention this often.
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.
Sometimes the mobile app crashes when typing replies (iphone 8+/latest IOS) which gets irritating.
Ian M. Especialidad: Software informático Número de empleados: 2-10 empleados
We've been using Reamaze about two years and it's been just the right level of features to help our very small team at a very affordable price. We can set up automated responders (we have a few of these) to steer users toward support articles. Then if those don't answer the user's first-tier questions, we can pick up the thread and provide manual support. This helps keep our small team productive and not doing manually repetitive tasks like answering the question "how do i use this?" over and over.
Reamaze has multi-channel support threading (i.e. email, live chat, twitter) and knowledgebase features. These two pieces are usually always needed for a company. Most support packages that include both of these features cost a lot more. Reamaze is very affordable relative to other packages and much easier to use than other software like Zendesk.
The knowledgebase could use a little more updating/feature enrichment. Articles support markdown but not image uploading. I know image hosting increases costs for Reamaze and they're trying to keep prices low, but without hosting the images, it means a lot more work for authors to post the image somewhere else and then embed in an article.
Matt M. Especialidad: Marketing y publicidad Número de empleados: 2-10 empleados
Overall, the onboarding and setup experience was excellent but the live chat was enough of a turn off that we had to bounce. We might be back though if they clean it up!
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.
Respuesta: Reamaze 17/9/2019
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.
Christopher B. Especialidad: Artículos deportivos Número de empleados: 2-10 empleados
I researched platforms and brought Reamaze on my last job. It was great to work with and extremely efficient at handling multi-channel communications. I liked the product so much, that when I moved into my current position, I immediately suggested bringing Reamaze on board. Prior to Reamaze, they were managing all e-mail channels separately as well as another system for live chat and customer management. Reamaze is a great platform for manging customer communication and live chat - the best hands down!
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.