Description de Re:amaze
Re:amaze est une plateforme web de service d'assistance et de communication client qui aide les entreprises à soutenir, engager et convertir des clients. Conçue pour une évolutivité de haut niveau et conçue pour vos clients, Re:amaze fournit des fonctionnalités d'assistance essentielles telles que la messagerie instantanée et l'engagement client automatique, ainsi que des intégrations pour vos canaux de réseaux sociaux, mobiles et e-mail. Re:amaze propose également des solutions de gestion pour les flux de travail des équipes, les boîtes de réception partagées, les FAQ, le reporting et les enquêtes de satisfaction.
Qui utilise Re:amaze ?
Re:amaze est conçue pour toutes les entreprises, des start-up ayant des applications à forte croissance aux entreprises d'e-commerce opérant plusieurs vitrines en ligne.
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Avis sur Re:amaze
A very modern take on customer support helpdesk, live chat, and customer engagement.
Commentaires : 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.
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.
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.
Réponse de l'équipe de Reamaze
il y a 5 ans
Thanks for the feedback Oliver! We'll be sure to make onboarding and learning new Re:amaze features easier in the future.
Alternatives envisagées :
A lot of features for a good price
Commentaires : 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.
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.
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 :
Not quite there, but REALLY close to being a great support tool
Commentaires : 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!
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.
The backed interface for the live chat is awful. Ultimately we decided to leave because the chat function wasn't meeting our needs.
Réponse de l'équipe de Reamaze
il y a 4 ans
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.
Commentaires : 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!
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...
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.
Powerful All-in-One business software
Commentaires : Wonderful all in one client software that we have been using for our company for 2+ years.
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.
Larger reports take a while to download but its reasonable considering the amount of data in the reports.