Re:amaze AI Helpdesk & Chat

We have been using Re:amaze for over a year now and it has been a great tool for helping us help our customers efficiently. The program can be customized to provide the level of service your business requires and options for AI help are there when you are ready to pull the trigger. Dakota has been a valuable resource and so helpful when we have needed more information. A great platform! Thank you!

Dakota is an excellent source of knowledge and ambassador for Re:amaze. Our small business just downloaded to product and he's been very helpful getting us up to speed with all of the functionality we need to keep our customer service up and running.

AI functionality demo with Dakota T was very insightful. He explained everything with great clarity and patience. We will be expanding our usage/plan because of this.

I don't understand the good review of this. Chat support seems to be full AI which cannot give clear answers. Apparently we can't show the widget in 2 languages which is almost funny given how many multi-languages stores there are.
And the UI is engineer-level I didn't understand anything to it even though I tried...
Anyway again a shitty app that seems to have had good friends giving it good reviews

I appreciate a CRM platform with strong support and a wide range of features. We chose Re:amaze after carefully considering many options and have used several competitors over the years. I can definitively say this is probably the overall best option I have managed a team on, with a rich blend of features for the price. Depending on your needs, there may be better options, but thus far Re:amaze is meeting most of our needs.

**Pros:**

1.) The cost-to-feature ratio is very good. We were locked in at the price per user for the tier we selected, so we chose the premium version with all the bells and whistles. After experiencing other companies continuously raising costs or removing features to force us to upgrade from “outdated” versions, Re:amaze was a refreshing change.

2.) I like that the software is stable overall. Constant changes can cause things to break and require a large cost for the company (typically me) to work with their dev team to fix issues. I would rather lag behind a bit than deal with that. Re:amaze does release new features from time to time, and they come with the usual bugs, but it isn’t nearly as disruptive as the monthly development cycles on other CRM platforms.

3.) The system has been pretty solid in terms of connection through the API and developer portal. We have saved substantially on phones by connecting 3CX into the ticketing system. We are also able to connect multiple store brands and email addresses, route them to teams, and effectively bring all our communications under one roof.

4.) Support is responsive and as helpful as possible. We find it easy to connect overall. Some people work better with support than others, but I have always found them good to work with.

**Cons:**

1.) The AI is terrible for our needs. When we get around to implementing more with it, we will likely need to pay a developer.

2.) While the API is pretty good, there are limits, and some things require support to accomplish. Most users won’t need this level of customization, but we tend to push the limits of what we use and explore what more we can make it do.

All said, I suggest doing thorough research and evaluating your needs. This is a solid software option and has fit us well.

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.

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.

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.

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!