Reamaze: AI Chat & Helpdesk

Reamaze has been a game-changer for our Shopify store! As a growing business, providing fast and efficient customer support is a top priority, and this app has streamlined our entire process.

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.

We attempted transitioning to Re:amaze CRM from Gorgias, hoping for better features and support—but experienced nothing but frustration and wasted resources.

Their supposed "AI" is incredibly ineffective. For ecommerce businesses with multiple stores and multiple languages, setup is an absolute nightmare. You have to manually program each store separately, spending weeks on something that other platforms handle seamlessly. The AI, in reality, has no intelligence at all, making this CRM useless if you're managing anything more complex than a single store in a single language.

Support was completely unhelpful and outright rude. Despite contacting them repeatedly, different agents provided responses that solved absolutely none of our multiple system issues. They repeatedly claimed they'd escalate my issues to their "top tier team," but weeks later, I’m still waiting for any meaningful solution or even a basic update.

We wasted considerable time and money on this platform. The glowing reviews elsewhere seem suspicious, as the errors we encountered were clearly issues on Re:amaze’s end, confirmed but never resolved by their own support team.

Avoid this CRM at all costs—it's a costly mistake.

EDIT:
You can see below they replied me 21 days after uploading this review. This is exactly the type of the support they offer. After a month you may receive an answer.

We've been using re:amaze for about four years now and have been very satisfied so far. The ease of use and user-friendly interface is a great contributor to our CS efficiency, and it is well-liked by our agents due to this as well.
It goes without saying that a CRM should also provide great service to it's own customers. Special shout-out to Dakota and his developers, the support we've received from re:amaze has always been super!

Dakota helps our company realy good! Thank you!

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.

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.

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.

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.