Reamaze Live Chat Helpdesk CRM

An all encompassing app - minus compatibility with Whatsapp. It's been a great addition and has many useful features.
Their Customer Service is above and beyond fantastic. Every time I have a question I receive a detailed answer within minutes and they make sure to assist until the problem is solved.

This app lives in the stone ages. I asked TWO YEARS ago if they could sort their Shipstation integration to show orders most recent at the top of the list first, instead of oldest first. I'm not even a coder and I've done this in my own apps that use Shipstation, it's easy. But no, Reamaze apparently thinks it's perfectly normal to display orders from 2015 at the top of the list And finally what is prompting me to leave this review is I just asked how to filter for tickets with an attachment. You have to MANUALLY tag EVERY conversation, ugh. This is super basic. You also can't even merge a social chat with email... so the customer who messages you on Facebook first, but then sends an email afterwards... get ready to click back and forth through conversations to read everything and understand what's going on. Reamaze makes multichannel very difficult. There are several very basic things I've asked about over the years, and NONE of them have been implemented. And in my opinion the price is way too high for what you get.

I don't know how you could give a bad review to this app. We've tried several helpdesk platforms and I think we finally found the right one for our use case in Reamaze.
We needed consolidation of email, voice, SMS, social and Shopify. Reamze does all this very well with several voice/phone integrations to choose from.
Setup was easy including phone and social channels integrations.
The agent UI is actually pleasant to use so CX is not a chore.
The Shopify integration is tight and easy to assimilate at a glance.
Reamaze support is very fast and competent.

I worked with Dakota T for getting setting up on our Shopify website. He has been very extremely helpful and very knowledgeable. On a different note, the app addresses everything that we need and it offered more functionalities exceeding our expectations.

After using other platforms and being disappointed, we are enjoying using Re:amaze the most. I always have helpful interactions with the Helpdesk when I have a question. The links and videos are clear and beneficial.

The support from Dakota T (our account manager) has proven educational and he's very engaging. What I have learned from Dakota and taken back to the team has improved our customer interactions and automations.

A great user-friendly help desk service. Streamlines all of our emails and calls into neat categories and saves our company a huge amount of time. Dakota is just a call away if I ever need anything. We've been with re:amaze for several years now, and we keep growing, I would attribute a lot of that growth to the efficiency in which we service our customers.

We were previous clients of Gorgias (terrible service, would not recommend) and made the swap to Reamaze about two years ago.

In that time, Reamaze has delivered on every promise they've made to us. Their support is also responsive and unlike Gorgias (constant crashing, no way to let our customers know that Gorgias was down, customer support that set up calls only to not show up for the calls multiple times), we have never experienced Downtime with Reamaze. We're an e-commerce business with high ticket items so being able to have reliable, consistent communication with our customers is extremely important and Reamaze has yet to disappoint.

If you're familiar with any of the larger platforms, setting up the backend is fairly simple. If you're not, it may require some assistance in getting set up.

Happy to give Reamaze a recommendation!

We've been using Re:Amaze for over 2 years now and our experience with them have been a blast! Their support is top-notched. They fix every bug we submit within minutes. Very easy to use and the best feature is it lets us manage all 7 pages through 1 single platform.

Huh... I guess, I didn't want a CRM. I wanted helpdesk software.
My first experience with helpdesk software was with Gorgias, and they weren't a bad choice. But, in the end, they had a few things that just didn't fit with us. We are big users of the mobile app and email. I had just finished customizing our interaction with Gorgias using their API but still bailed because the main thing I needed was a smooth interaction with the application that I could only get with Reamaze. Very happy so far. My next steps are integrating voice and customizing the chat interaction.

Be aware that Reamaze will constantly make changes and updates to the user interface and introduce features that hinder and create confusion in an attempt to add some type of AI feature-set to their offering. instead of providing a simple reply button, there is a constant barrage of predetermined purple buttons that you need to scroll past every time you want to reply to a customers message. There should be a simple way to turn this feature off and not have to work through the beta testing of features for the ticket platform that I’m dependent on for all of my Customer communications