Reamaze is a well-known helpdesk platform that enables you to provide consistent customer service across multiple channels. The platform enables you to communicate with customers via multiple channels, set up chatbots, streamline workflows, analyze data using reporting tools, and collect customer satisfaction ratings, among other things.

Is Reamaze, however, the best help desk for your company? Especially given the wide range of helpdesk platforms on the market today?

In this post, we will provide an in-depth Reamaze review to assist you in making the best decision.

Reamaze Pros and Cons

PROS

CONS

  • The Re:amaze system as a whole is very logical, modern, and simple to use, with a good amount of automation capability.
  • The platform provides a centralized solution for logging in and viewing all customer interactions.
  • Moving to Reamaze can be a simple process because it is simple to set up and use.
  • The user interface could use some improvement.
  • The price may rise significantly for large organizations.

 

Reamaze Pricing and Features

Pricing and Plans (Rating ⭐ 4.85/5, 7 reviews)

Pricing and Plans

Reamaze currently offers three different pricing plans: Basic, Pro, and Plus. Their pricing applies the pay-per-member subscription model.

  • Basic plan is Reamaze’s entry-level pricing plan. This plan costs $29 per team member, per month. (Unlimited Email Inboxes, Live Chat, Social Media Channels, etc.)
  • Pro plan costs $49 per team member, per month. This plan includes (all of the Basic plan features, Live View feature, , SMS and Voice Channels, etc.)
  • Plus plan costs $69 per team member, per month. This plan includes (all of the Basic and Pro plan features, Live Screen Sharing, Customizable Staff Roles, etc.)

As you can see, these pricing plans differ primarily in terms of advanced features. Let’s see what customers have to say about the pricing:

Very powerful stuff. My favorite? The pricing of Reamaze is amazing. Intercom charges by number of customers which we have a lot of so it’s very expensive. Reamaze is per agent based.

⭐ 4.5/5 Marty L

The depth of the entire product suite for the price. You have the ability to completely customize your chatbot and even create flows to improve your conversion rate. I also love how everything is integrated across channels>>Shopify, fb messenger, ig (though I can’t really seem to reply to comments from within reamaze easily) and even email. It’s also very intuitive and thorough. I think there’s a lot of capability that I’m not even using.

⭐ 5/5 Wish Rock R

Need a platform for small customer support teams? Reamaze’s Basic pricing plan should satisfy your needs if all you’re after is a straightforward customer support tool. It comes with a straightforward ticketing system, live chat, chatbots, social media, FAQ articles for customer self-service, and reporting.

Check Pricing

If you want a more detailed pricing breakdown of Reamaze? Then, go through our post on Reamaze Pricing: Which Plan Is Best for You?

Ticket Management (Ratings ⭐ 5/5, 4 reviews)

Ticket Management

No review is complete unless it explores the core functionality of any help desk platform – ticketing, regardless of whether it is an ecommerce-focused help desk. Reamaze, like most helpdesks, includes an integrated system for engaging customers through various channels and quickly converting them into tickets. Let’s take a look at how Reamaze handles ticketing: 

Re: amaze functions as a central inbox for all support requests and tickets. They are collected in a single location from multiple sources, making it simple for agents to determine where the ticket was filed.

Multi-brand support ticketing: If your company runs multiple brands under one umbrella, you can easily set up different brands and support channels on Re:amaze. Each of your brands can have its own set of settings, chatbots, email and social media channels, chat widget configuration, Help Site, and so on.

The ticket system is simple to use and also helps to solve any doubt efficiently. There are even notifications via mobile, which allows you to respond faster to any topic.

⭐ 4.5/5 Isaac B

More importantly, Re:amaze helps in ticket routing by providing automated workflows. These workflows can be assigned to any number of business use cases. You can configure multiple workflows to automatically tag an incoming email or route a new chat conversation to an agent or department. The platform also includes a variety of rules and conditions from which to choose, making it simple to create custom workflows.

We have the possibility of giving a much more complete solution than we could offer before. Our customers are happier with our support, because when they have any questions about a sale, a product or even about general problems, we immediately contact them through chat or use the ticket support and with these tools we are able to give better attention .

⭐ 5/5, Robert B

P.S Do you run a Shopify store? Reamaze Shopify even has its own app on the marketplace.

Interface and Customization (Ratings ⭐ 4.58/5, 12 reviews)

Interface and Customization

A reason why support teams prefer Re:amaze is because of its ease of use. You get a dashboard with complete access to your support operations, such as the Inbox, Chat, Reports, Articles, Campaigns, and so on. All of this is arranged on the left side in an easily accessible manner. Re:amaze even provides an overview with updates on all conversations and customer support activities.

There’s even a Re:amaze mobile app with essential features like multi-channel messaging via email, SMS/MMS, Twitter, Facebook, and Instagram. Since it includes real-time notifications and mobile collaboration, your agents will have better access to customer interactions.

Our customer service folks can easily communicate with customers through various channels, including email, chat, and social, in a simple, beautifully designed interface. Automations through chatbots, workflows and intents are easy to set up and help provide quick answers to customers.

⭐ 4.5/5 Administrator in Photography

The platform includes a bunch of features for personalizing your customer experience. Easily customize the Help Site / FAQ, Shoutbox Embed, Lightbox Embed, and Live Chat. For example, your live chat system can be customized a bunch of different ways with this platform:

  • Set customer credential and custom field requirements.
  • Customize the call to action button
  • Office hours and automated response time calculations.
  • Create a status page in the chat window to inform your customers about bug reports, scheduled maintenance events, unforeseen issues, and so on.

The customization allowed grealty improves the user and management experience, allowing administrators to set the exact feel and tone of the service being presented to customers on the front end.

⭐ 5/5 Mike R

 

Reporting and Dashboard (Ratings ⭐ 4.6/5, 5 reviews)

Reporting and Dashboard

Comprehensive reports are the most effective way to track and measure your company’s customer experience, and Re:amaze is an excellent tool for businesses that value metrics and detailed insights.Let’s look at some of the reports Re:amaze provides to measure and visualize the performance of your customer support operations: 

  • Overview report: Gain insights into how your team is performing by core performance metrics.
  • Individual Staff reports/ Staff Summary reports: These reports give you the option to drill down to more detailed metrics on agent/overall team performance. 
  • Volume report: Provides an overview and in-depth breakdown of your incoming customer support requests.
  • Satisfaction Ratings report: This shows you the typical ratings your team is receiving as determined by customer surveys.
  • Workflow report: Check metrics for your automated workflows. 
  • Channel Summary report : Report on each channel’s overall performance, broken down into individual brands or all brands.

Re:amaze has increase productivity and has allowed us to help more customers at a faster rate with the same amount of staff. We also enjoy the reporting that allows us to be able to focus in on areas that will help the business overall.

⭐ 5/5 Administrator in Retail

Overall, Re:amaze provides a collection of well-designed reports to assist you in measuring the success of your day-to-day customer support operations. You can quickly identify teams that need to improve and agents that need to develop. What’s best? You can compare your team’s performance to best practice metrics and even filter down to specific views to see how they’re doing.

Reports could download faster. When pulling a month’s worth of emails, it takes a long time to load the download. If this could improve slightly, it’d be a real winner.

⭐ 5/5 George C

Live Chat (Ratings ⭐ 4.68/5, 44 reviews)

Live Chat

Like most helpdesks, Reamaze includes a chat widget that enables your agents to communicate with customers directly. Your team will be informed when a message is sent by a customer via the dashboard, email, and even the mobile app.

Customers can chat with you on your website in two different ways using the platform: Real Time Chat and Classic Chat.

  • Similar to various social media sites and other conversational platforms like Facebook Messenger or iMessage, Real Time Chat is a real-time/ asynchronous chat application.
  • When an agent needs to start serving the conversation right away, Classic Chat is ideal.

The platform also allows you to create as many response templates or canned responses as your team needs. Even better, your team members can group your response templates according to recurring themes.

The chat that the system has is very intuitive and allows not only to maintain a fluid communication with the client, but also to review everything that has been said previously, the communication history. Being able to access and review all the conversations allows for fewer doubts and for the interaction to be more fluid.

⭐ 5/5 Robert B

When it comes to live chat, the ability to build your own custom chatbots or use prebuilt chatbots has to be the standout feature. Re:amaze offers the Hello Bot, Order Bot, and FAQ Bot. You can even create your own multi-step chatbots to perform various automated tasks.

These custom bots do not require any coding, and Re:amaze even provides a visual builder to make it easier. That’s great news for non-tech people: no coding or developer support is required.

Our customer service folks can easily communicate with customers through various channels, including email, chat, and social, in a simple, beautifully designed interface. Automations through chatbots, workflows and intents are easy to set up and help provide quick answers to customers.

⭐4.5/5 Administrator in Photography

Marketing Features (Ratings ⭐ 4.87/5, 8 reviews)

Marketing Features

The top marketing feature available on this platform has to be Push Campaigns, which inform customers about new products, exciting discounts, and so on. You can create an unlimited number of contacts and subscribers for multiple brands, with customizable messaging, buttons, and call-to-action links. Also, easily track your progress by receiving expanded metrics in your Google Analytics account.

We have used it to design and plan promotional campaigns for certain products and it has worked very well for us, we have obtained good results in our sales managing these products from this software.

⭐4/5 Raul A

Reamaze’s live dashboard, which displays the total number of customers who are active and online for your website or app at any given time, is a standout feature. This gives your team access to a list of current online users, complete with their local timezone, geolocation, current URL, and activity history.

The platform excels at connecting different aspects of our business, from sales to warranty to marketing inquiries. We’ve been able to respond faster thanks to the ability to assign emails and tasks to each department.

⭐4.5/5 User in Sporting Goods

So, while Reamaze can handle different marketing tasks like push notification campaigns and email outreach, it is unlikely to meet most marketing needs. If you’re looking for advanced marketing automation features, unfortunately, Reamaze is not the platform for you.  We recommend looking into customer interaction/automated marketing software such as Helplama Helpdesk.

Without a doubt, Reamaze is a popular helpdesk platform, with a wide range of features that you won’t find in other platforms on the market. A quick glance at Reamaze’s pricing page reveals that their pricing plans can be quite pricey. This platform might not be in your price range or meet your support requirements. We hope that this guide, when compared to other Reamaze reviews, answered some questions and helped you make a decision.

Also, if you’re just getting started with helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

So, what are you waiting for?

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