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Over Re:amaze

Ondersteun, motiveer en converteer klanten op één platform. Software voor helpdesk- en klantcommunicatie die is ontworpen voor jouw bedrijf.

Meer informatie over Re:amaze

Pluspunten:

ReAmaze has all of the features I need for my small business customer service, without all the bloated features of some of their competitors. It's lean, affordable, and completely effective.

Minpunten:

I wish that the Reply and Note boxes were entirely separate to avoid customers being sent a staff Note by accident.

Beoordelingen van Re:amaze

Gemiddelde score

Gebruiksgemak
4,7
Klantenservice
4,8
Functies
4,8
Prijs-kwaliteitverhouding
4,8

Waarschijnlijkheid van aanbeveling

9,4/ 10

Re:amaze heeft een totaalscore van 4,8 van 5 sterren op basis van 53 gebruikersreviews op Capterra.

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Reviews filteren (53)

Oliver
Oliver
Co-Founder in VK
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

A very modern take on customer support helpdesk, live chat, and customer engagement.

5,0 7 jaar geleden

Opmerkingen: I manage all my customer service with this product. My marketing team also uses it to run promotional campaigns. Sales people use it to see who's on our website and can initiate sales quickly.

Pluspunten:

Reamaze is one of those products that you wish you started using years ago. This product has definitely evolved over the years. I first used it back in 2015. I'm back on it now in 2018 and it has matured in many ways. It's much more than a customer service platform. It also helps businesses with conversion optimization and its definitely moving into intercom territory. Customer service is spectacular. Reach out and you'll always hear back from someone.

Minpunten:

Reamaze has a very unique design philosophy and it's not everyone's cup of tea. Everything is designed to be centralized and you do need to think a lot about what you want to do before doing it. There's not a lot of handholding which can make it a bit tough on newcomers.

Reactie Reamaze

7 jaar geleden

Thanks for the feedback Oliver! We'll be sure to make onboarding and learning new Re:amaze features easier in the future.

Ian
Head of Product in VS
Internet, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

A lot of features for a good price

5,0 5 jaar geleden

Opmerkingen: Re:amaze allows me to do a lot with minimal time and money investment. I can create form letters with merge fields for a user's name, auto-responders, monitor our social media. It's a real Swiss Army Knife of customer engagement. The fact that they update the product so frequently and add new features makes me feel like I've chosen the right product for our company.

Pluspunten:

Re:amaze had two key features that we needed: customer support case management across multiple channels (email, on-site chat) and a knowledge base. These two features were non-negotiable as they work in combination to solve customer pain points. We interact with customers directly via the chat/email channels and over time, we identify patterns and develop KB articles that handle a greater and greater percentage of cases so that users can get their problems solved on their own. Re:amaze seems like it's constantly getting new features without raising the modest prices. Our small team has just two seats and most small companies can probably get by with just a single seat. The mobile app is also useful if you want to handle some support cases on-the-go.

Minpunten:

The only thing I don't love about Re:amaze is the knowledge base system. The editor needs some love! It does all the main things you need it to do: create categories, manage workflows (draft an article, make it unlisted, publish it) and it even has a few nifty features like letting you embed JS code or even forms created from the form builder feature. But the editor itself just feels like it's a few generation older than it should be. Switching between the editor and the code and the preview is clunky. A live preview pane or just better handling for styling/inline code would be much appreciated. Also, there's no built in code syntax highlighter which is essential for technical products where your customers are developers who need sample code as part of the knowledge base articles. I do expect that Re:amaze will improve this in the near future, though, so I still feel very confident recommending this product (especially over Zendesk and the old guard of support software solutions).

Matt
Founder in VS
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

Eerder overwogen alternatieven:

Not quite there, but REALLY close to being a great support tool

3,0 5 jaar geleden

Opmerkingen: Overall, the onboarding and setup experience was excellent but the live chat was enough of a turn off that we had to bounce. We might be back though if they clean it up!

Pluspunten:

I loved how easy it was to setup and how the knowledge base integrated into the chat widget. everything from the customer end looks and feels great.

Minpunten:

The backed interface for the live chat is awful. Ultimately we decided to leave because the chat function wasn't meeting our needs.

Reactie Reamaze

5 jaar geleden

Hi Matt, Thanks for leaving a candid and honest review for Re:amaze. We do remember speaking to you about the experience and what we're looking to improve about it in the future. Re:amaze does offer two chat modes, the first being Real Time Messaging (like iMessage or Facebook Messenger), the other being Classic Chat. The Classic Chat mode probably would have suited you better because there are features like missed chat, delays, chat transcripts, and much more. There are things we're looking to improve though so your feedback is always welcome. Thanks for giving us a try and we're sorry we didn't quite get to "amaze" you this time around.

Christopher
COO in Ierland
Sportartikelen, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Great product!

5,0 5 jaar geleden

Opmerkingen: I researched platforms and brought Reamaze on my last job. It was great to work with and extremely efficient at handling multi-channel communications. I liked the product so much, that when I moved into my current position, I immediately suggested bringing Reamaze on board. Prior to Reamaze, they were managing all e-mail channels separately as well as another system for live chat and customer management. Reamaze is a great platform for manging customer communication and live chat - the best hands down!

Pluspunten:

Handling multi channel communication (including social channels) means only one place to log in to see all customer communications. Pulling in info from our Shopify store is a huge plus - you already have background on the customer yo are talking with. Love that I can see who else is actively in a message to a customer so we are not double dipping and wasting time. Plus so much more...

Minpunten:

The only con is that I wish it was a bit more sales focused. I know that Reamaze is going there, but while I like the embedded shoutbox, its not always the prettiest for sales. If the shoutbox could work in tandem with some pop-ups that can be creatively designed, I think it would be a great sales piece as well.

George
Technical Support in VS
Consumentenelektronica, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Powerful All-in-One business software

5,0 5 jaar geleden

Opmerkingen: Wonderful all in one client software that we have been using for our company for 2+ years.

Pluspunten:

Multiple inboxes allows for 1 email client to be used for our whole business. It is business oriented in that it provide reports and statistics . Integrated live chat features can allow you to easily operate live chat support for your business.

Minpunten:

Larger reports take a while to download but its reasonable considering the amount of data in the reports.

Alex
Owner in VS
Gezondheid, wellness en fitness, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Great all around customer service platform

5,0 5 jaar geleden

Opmerkingen: Reamaze has been great for us. Makes it much easier to communicate and answer our customers now. It also give us a great knowledge base for our customers so they don't have to contact us for simple questions.

Pluspunten:

The many functions it offers. Before this, we only had live chat software. This incorporates live chat, our support email, and a knowledge base (frequently asked questions) for our customers.

Minpunten:

Nothing really. The only thing I can think of is that the chat bubble icon isn't very customize-able. Only a few options.

Rohin
Digital Project Manager in VS
Detailhandel, 10.000+ werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Easy to setup and very powerful

5,0 5 jaar geleden

Pluspunten:

The ability to understand your customer's experience and the chat functionality is very expansive

Minpunten:

The pricing could be improved upon as it basically offers you a beginners plan then a very expensive plan as you need to add more people to your team. Feast or famine

Haleigh
Customer Service Lead in VS
Kleding en mode, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

One of the best platforms

5,0 6 maanden geleden

Opmerkingen: I really like this and recommend it to anyone with an e-commerce site

Pluspunten:

The ability to contact customers and stay on top of issues.

Minpunten:

Sometimes the site is a bit laggy and I have to refresh the screen

Winston
Winston
Student Entrepreneur in VS
Geverifieerde LinkedIn-gebruiker
Hoger onderwijs
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great helpdesk platform with lots of features and awesome customer service.

5,0 7 jaar geleden

Opmerkingen: Consolidated a lot of our helpdesk needs, CRM needs, chat needs to help with conversions. Saved us a lot of money by moving us away from a boatload of tools that we need to pay for separately.

Pluspunten:

They offer all the features a growing company like ours need. That includes things like - Chat - Email support - Social media support - Customer satisfaction surveys - FAQ - Proactive customer engagement Pricing is fair and policies are just great. They honor all grandfathered accounts which makes the entire service future-proof. My favorite thing about Re:amaze is their customer service. Absolutely top notch.

Reactie Reamaze

7 jaar geleden

Thanks for reviewing Re:amaze, Winston! I'm glad we're creating a platform that you enjoy.

Jeremy
Jeremy
Co-founder in VS
Geverifieerde LinkedIn-gebruiker
Entertainment, 2-10 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

An outstanding client-support option for B2B

5,0 6 jaar geleden

Opmerkingen: I volunteered to write a positive review because we've been very happy with Reamaze. It's been the actual real and working solution to our need--to deliver a high-quality B2B client support experience. Now we can concentrate on other things.

Pluspunten:

After a reasonably comprehensive search and stutter-starts on 2 other platforms, we found Reamaze was the one combination of quality and features that really met our need. The most distinguishing feature for us was the ability to marry live chat support with a private, client-only knowledgebase. The fantastic, friendly, and prompt support is a huge bonus, and we've found their embeddable components are less heavy and are better performing than the others we tried. Integrating to show which customers are doing what and where was super simple and the actually real-timeyness of it has been of great value.

Minpunten:

Because it's markup based, it's more work to do certain things in documentation, most notably adding images to support articles. I'd also like some reports/tracking on who and how many of whom are visiting and reading articles in our Help Center, but I believe that's on their roadmap.

Justin
Captain in VS
Detailhandel, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Keeps us connected with customers

5,0 5 jaar geleden

Opmerkingen: We use this app daily for all of our customer interactions. It has helped us gain a reputation in our industry for exceptional customer support. Our reviews submitted by customers mention this often.

Pluspunten:

I like how I can switch between the mobile and browser versions depending on where I am, whether at my desk or out and about. This allows me to rapidly reply to customer questions and also not allow any to accidentally go unanswered. Two features would really be quite valuable to me: 1) If composing a reply on, e.g., mobile but then not getting a chance to finish, having that partial reply automatically populate on my browser version when I open that ticket, allowing me to finish the reply seamlessly. 2) As I type replies, have Reamaze do background searches for similar replies and allow me to quickly cut-n-paste from existing, older tickets. For example, I often send URLs to customers for products they are looking for. If I type part of the product name, have it suggest that product's URL so I don't have to go look it up in another browser tab, copy/paste, etc. Otherwise, I do like the response templates and help articles but they sometimes aren't quite flexible enough for these sorts of quick responses. I also like how it seamlessly integrates with facebook messenger and other social media platforms.

Minpunten:

Sometimes the mobile app crashes when typing replies (iphone 8+/latest IOS) which gets irritating.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Easy setup and great at helping provide 5 star customer support

5,0 7 jaar geleden

Opmerkingen: Much better response time to customer questions which have ultimately led to an increase in sales and 5 satr reviews on feedback emails and social media.

Pluspunten:

Very easy system to set up and intergate with our bigcommerce store. One of our biggest issues was keeping control of all the communication from customer and staff. Not having a central source where we could see what had been said to customers and what their past orders/comms were was a large pain point for us adding re amaze. Since impolementing this we can respond to customers lighning fast from the desk or on the go if at shows via the mobile app. We have a set of templates we can respond with for common enquireis and we have now got increased response time on facebnook as we get instant notificatiopn of messages. Site pop up feature is another great tool that can allow us to help live customers on our site or direct them to where they may find answer or FAQ that we have set up.

Minpunten:

Could do with some upgarde to the UI. In particular some colour coding for tags or different types of messages going to selected email accounts. Other than this it's perfect

Reactie Reamaze

7 jaar geleden

Thanks for your candid review! An interface update is coming later this year after we roll out some more features :) We'll make sure our product teams are aware of your feedback.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Computersoftware, 10.000+ werknemers
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

One of the best app for help desk management

5,0 2 jaar geleden

Opmerkingen: Overall good experience and the customer support team was fast in replying to my queries.

Pluspunten:

I like the most its simplicity that it visualizes customer conversions, and helps in live chat and helpdesk integration. It provides a collaborative/shared inbox where we can collectively see all the text messages, chats, emails, and social messages - all in one inbox. Best for sharing targeted content with the customers, as we can track their activity.

Minpunten:

No cons identified so far, it provides all the essential features.

Ron
Manager in VS
Kunst en nijverheid, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Easy and Affordable

5,0 5 jaar geleden

Opmerkingen: ReAmaze has simplified our customer service workflow immensely, and has, over the years we've been using them, added many features that are incredibly helpful. Website integration is seamless, and performance has been extremely reliable.

Pluspunten:

ReAmaze has all of the features I need for my small business customer service, without all the bloated features of some of their competitors. It's lean, affordable, and completely effective. I've been using it for years and have no complaints.

Minpunten:

I have to reach a bit to find something that I don't love about ReAmaze, but I'm not a massive fan of the format on the shout boxes. They're a bit confusing for some users.

Irwin
owner in VS
Internet, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Working with Reamaze with Shopify

4,0 5 jaar geleden

Opmerkingen: We can keep up with thousands of emails per month. We run from 4 to 8 shopify stores at any given time. Able to keep them separate while working them with the same procedures. Able to move staff from different accounts with minimal cross-training.

Pluspunten:

I like that it allows multi-users and tracking per user. Ease of creating workflows and templates is pretty intuitive. Nice integration with shopify for all in one page data for answering email order concerns. Tried some other platforms, some more "famous" and some newer platforms and stuck with Reamaze for over 5 years.

Minpunten:

A little confusing between resolved and archived. Just OK when working with gmail forwards into each other's workflows and filtering.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Consumentenelektronica, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Reamaze Rules

5,0 5 jaar geleden

Opmerkingen: It is aMaZinG

Pluspunten:

The thing I like most about this software is the look and feel and ease of use both on the user side as well as the admin and agent side.

Minpunten:

If I had to pick a con about this software, it would be the fact that I am addicted to it.

Matt
Owner in Canada
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Great Software Suite

5,0 5 jaar geleden

Opmerkingen: Great, love this support suite. I've used kayako, zen desk, Zoho, and many more and this one definitely comes out on top.

Pluspunten:

Easy to use, integrates well with many platforms, super easy to train new users, easy reporting

Minpunten:

Nothing that I can think of per se. I guess some more integrations or partners would be cool but definitely not a deal breaker.

Michael J.
Michael J.
CEO in VS
Geverifieerde LinkedIn-gebruiker
Marketing en reclame, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Robust, Affordable, Highly Recommended

5,0 5 jaar geleden

Opmerkingen: It's been great. Strong product - have rarely even needed to contact support.

Pluspunten:

That it's easy to use, but has plenty of features to make sure you can take care of customers.

Minpunten:

The only complaint would just be to have them make the launcher positioning easier to do within the app.

Greg
Customer Service Manager/ Digital marketer in VS
Consumentengoederen, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Eerder overwogen alternatieven:

Easy setup & Friendly Staff

5,0 5 jaar geleden

Opmerkingen: Reamaze helped us tremendously dealing with numerous stores and customer questions it was easy to navigate between stores and maintain good relationships with our customers

Pluspunten:

I like the user-friendly controls and instructions on setting everything up. I have very basic code skills and was able to set up like 5 different stores using this software

Minpunten:

The only thing I did not like was the way the chats were shown whether they were read, responded tagged etc.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Grafisch ontwerp, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Great to manage your jobs

5,0 5 jaar geleden

Opmerkingen: 10/10 would reply to customers with again

Pluspunten:

-Tagging emails to track the status - Setting reminders to clear your inbox of emails on hold - Set "departures" to keep emails/jobs organized - integrates well with Shopify orders

Minpunten:

-I wish you could see the description of tags when applied to emails -Hope that there is more integration with triggering events when detecting actions taken from shopify

Mark
Project Manager in Pakistan
Detailhandel, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

We found it very useful for our small customer service team.

4,0 7 jaar geleden

Opmerkingen: We use to manage all social channels and emails through this software and it worked quite well for our small company.

Pluspunten:

It is very simple and easy to use software, where you can easily manage your customer service and integrate all channels at one place.

Minpunten:

For small teams it works fine, but, for big teams it would be quite difficult to monitor and manage as there is no ticketing system in the software.

Reactie Reamaze

7 jaar geleden

Hi Mark! Thanks for the candid review. We appreciate the support. For large customer service teams, we recommend leveraging automated workflows for ticketing. A ticketing system is usually about handling assignments and escalations, which Re:amaze supports and is all doable via workflows. Our other ticketing features include assignments, moving conversations, reminders, state changes, tags, and much more. Let us know if you have any questions at [email protected]!

Josh
Customer Service Lead in VS
Basis- en voortgezet onderwijs, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Helps our team be the best.

5,0 5 jaar geleden

Opmerkingen: It's really helped us improve our customers' service experience by eliminating "missed" inquiries. It also makes it easy for our service team to keep track of who is responding to what.

Pluspunten:

Reamaze is easy to use and helps us keep track of all our customer messages from many different platforms. It also play well with BigCommerce, which is a must for us.

Minpunten:

Sometimes it seems like archived conversations don't always pop back up if a customer replies to them. I wish that the Reply and Note boxes were entirely separate to avoid customers being sent a staff Note by accident.

Jersson
IT Manager in VS
Fotografie, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

Eerder overwogen alternatieven:

Re:amaze helps us serve customers via chat easily and efficiently

4,0 4 jaar geleden

Opmerkingen: Re:amaze was easy to deploy and has a rich toolset to help our staff provide customers with great experiences.

Pluspunten:

We love the Shopify integration. When our customers connect with us, our service staff immediately sees any relevant order information. This helps us provide a great customer experience.

Minpunten:

Their knowledge base editor doesn’t support uploading photos to an article. If you want to add an image to an article, you have to point to an external URL. This is tedious, especially if you’re moving over from another knowledge base. Re:amaze is great so I was very surprised to find this limitation!

Stacy
Stacy
Web Development Manager / Web Master / SEO Specialist in VS
Geverifieerde LinkedIn-gebruiker
Groothandel, 11-50 werknemers
Heeft de software gebruikt voor: 1-5 maanden
Bron van de reviewer

An Affordable Solution for Customer Service Communication

5,0 6 jaar geleden

Opmerkingen: This software has allowed us to efficiently respond to customers in a timely manner increasing the spending confidence knowing they are getting their questions answered.

Pluspunten:

Reamaze collects customer data such as orders, etc enabling customer service to provide answers quickly and efficiently. The help tool is a great feature that allows customers to search for their answers in the FAQ library. We are able to create tickets in case of escalation which helps track response times. These are just a few features that stand out for our company.

Minpunten:

We have, yet, to discover the cons of this software. Everything so far has been operating smoothly.

Brie
Brie
Customer Service Representative in VS
Kunst en nijverheid, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Awesome solution for multiple email sources

5,0 5 jaar geleden

Opmerkingen: Optimized response times, solutions to clients problems can be found faster, when not spending time conecting to multiple accounts.

Pluspunten:

Ability to have all messages, emails, notifications in one place.

Minpunten:

Not fully compatible woth all social media ( instagram messages don’t come through )