Re:amaze

Avantages

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.

Inconvénients

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.

Avantages

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.

Inconvénients

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).

Alternatives envisagées 

Pourquoi passer à Re:amaze

Avantages

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.

Inconvénients

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

Alternatives envisagées 

Pourquoi choisir Re:amaze 

Logiciel antérieur 

Avantages

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...

Inconvénients

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.

Avantages

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.

Inconvénients

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