Re:amaze AI Helpdesk & Chat

I appreciate a CRM platform with good support and range of features. We chose Re:amaze after careful consideration of many options and have used a few different competitors over the years. I can definitively say this is probably the over-all 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 ration is very good. We are locked us 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 After experiencing every other company continuously raising costs or removing features to force us to upgrade from "outdated" versions, Re:amaze was a refreshing change.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 over all. Constant changes make things break and require a large cost for the company (me, typically) to work with their dev team to fix issues. I would rather lag behind a bit for a while then deal with that. Re:amaze does release new features now and then, and they come with the usual bugs, but it isn't nearly as bad as the monthly development on other CRM platforms.

3.) The system has been pretty good at connection through the API and developer portal. We have saved substantially on phones through 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 over all. Some people do better working with support than others, but I have always found them pretty good to work with.

Cons:
1.) The AI is terrible for our needs. When we get around to implementing something more with it, we will end up paying a developer.

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

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

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.

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!