Why you can trust TechRadar
We spend hours testing every product or service we review, so you can be sure you’re buying the best. Find out more about how we test.
Re:amaze is a customer service, live chat, and helpdesk platform made for online businesses. It combines many communication channels into one inbox. This includes email, live chat, video calls, social media, mobile SMS, VoIP, and push notifications. With Re:amaze, support teams can focus on delivering great customer experiences without switching between different tools.
This is one platform to help businesses support, engage, and convert customers. Key features include unified customer communications, live chat, and AI-driven automation. Re:amaze lets companies handle inquiries from various channels, track customer activity in real time, send automated messages, and set up self-service help centers with custom FAQs.
Businesses using Re:amaze have seen big gains in customer service. Some report up to 5.6 times faster resolution times. From fast-growing startups to established firms with multiple online stores, Re:amaze serves all businesses that value outstanding customer experiences.
Re:amaze: Plans and pricing
Re:amaze has a flexible pricing structure with two main models: user-based and volume-based. The user-based model has three tiers: Basic ($29 per user per month), Pro ($49 per user per month), and Plus ($69 per user per month). For instance, a team of five on the Basic plan pays $145 monthly. Alternatively, businesses can choose volume-based pricing with Starter, Volume Pro, and Volume Plus plans. These plans allow unlimited users but charge based on active conversations, starting with 500 for the Starter plan.
Each pricing tier offers more advanced features. The Basic plan includes unlimited email inboxes, social integrations, live chat, chatbots, workflows, macros, and FAQ functionality. The Pro plan adds multi-store capabilities, SMS and VoIP integrations, live view, advanced reports, custom domains, and a status page. The Plus plan enhances functionality with staff reports, role management, shifts, departments, satisfaction surveys, FAQ history, co-browsing, and SSO. For larger enterprises, a custom plan starts at $899 per month and includes hands-on service, training, and priority support.
User reviews praise Re:amaze for its value, often noting “an incredible feature set for a surprisingly low price” and “a lot of features for a good price.” The per-user license model is seen as more convenient than per-ticket models used by some competitors. For cost savings, Re:amaze offers a 5% discount for annual subscriptions on user-based plans, though this is not available for volume-based plans.
All new accounts get a 14-day free trial, which includes access to all features in the Basic, Pro, and Plus plans. This lets businesses evaluate the platform before committing. If more time is needed, Re:amaze can provide short extensions upon request. The platform operates on a month-to-month basis with no contracts, allowing users to cancel anytime without fees. Re:amaze is cloud-based, so there’s no software to install. It can be accessed 24/7 from any computer or mobile device with a modern browser.
Re:amaze: Features
Re:amaze is a customer service platform with many features that improve communication, boost engagement, and enhance support efficiency. It combines various channels into one inbox, allowing businesses to manage interactions all in one place.
Re:amaze’s features cater especially to online businesses in retail and ecommerce. It has built-in integrations with popular platforms like Shopify, BigCommerce, WooCommerce, and Magento. This allows easy access to customer order information during conversations. All of this makes it a strong choice to improve customer service and drive growth.
Unified customer communications
The unified inbox is central to Re:amaze’s communication management. It brings together messages from email, live chat, social media, and SMS into one interface. By centralizing customer interactions, support teams can manage inquiries more effectively and keep context across communication methods.
This unified approach helps businesses respond faster and ensures no inquiry is overlooked. By managing communication in one place, customer satisfaction and loyalty can improve, as customers receive timely and consistent responses.
Live chat
Re:amaze’s live chat feature enables businesses to talk with customers in real-time on their websites or apps. AI-powered chatbots enhance this feature by automatically handling common questions, giving customers instant help even outside business hours.
With live chat and chatbots, businesses can cut down response times and boost customer satisfaction. These tools also help increase sales by providing immediate support during purchases, potentially lowering cart abandonment rates and increasing conversions.
Automated workflows
Re:amaze includes powerful automation features like autoresponders, automated routing, and AI-generated content. These help streamline workflows, manage repetitive tasks, direct inquiries to the right team members, and create initial responses to customer questions.
Automation and AI help businesses scale support without needing more staff. This improves efficiency, lowers costs, and speeds up response times, leading to better customer experiences and higher retention rates.
Collaboration tools
Re:amaze offers team collaboration tools that let support agents work together effectively. Features like internal notes, ticket assignments, shared drafts, and collision detection help prevent multiple agents from responding to the same inquiry.
These tools boost team productivity and ensure consistent service quality. By improving internal communication, businesses can resolve customer issues faster, which enhances customer satisfaction and loyalty.
Knowledge base creation
Re:amaze has a customizable knowledge base and FAQ system for businesses to create self-service support options. These resources can be set up as a help site, embedded in the company’s website, or integrated into the chat interface.
By offering self-service options, you can decrease the number of simple inquiries, allowing support agents to focus on complex issues. This improves efficiency and empowers customers to find quick answers, enhancing overall experience with the brand.
Re:amaze: Integrations
It’s unlikely that your company will be able to meet all of its goals with just a single application, which is why a solid base of integration is crucial for many pieces of software to ensure they fit seamlessly as part of a broader suite of business tools. Fortunately, Re:amaze has a pretty impressive list of integrations it supports, from email marketing to payment gateways.
In terms of chatbot integrations, Re:amaze works with Octane AI, Recart, ShppMessage and ManyChat. These chatbots are already popular with many customers, so getting these to work with Re:amaze for Facebook Messenger means they should face minimal disruption to their usual communication methods.
Communication integrations, meanwhile, include Slack, the hugely popular cloud collaboration tool that is deployed by offices all over the world, and RingCentral, another leading player. CRM integrations are also available, such as with Pipedrive, a sales pipeline tool that by aligning deals with your Re:amaze conversations, could allow you to transform customer service conversations into sales opportunities.
Re:amaze: Analytics
Re:amaze provides a full set of reporting and analytics tools. These tools help businesses gain insights into their customer service performance. The analytics features vary by plan, with the Basic Plan offering key metrics and the Pro and Plus Plans providing advanced reporting options.
The Basic Plan includes important reports like Volume, Channel Summary, Response Time, First Response Resolve Rate, and Average Thread Size. These reports give vital data on conversation volume, channel use, team response times, and resolution rates. For Shopify users, there’s a Shopify Attributed Orders Report that connects customer interactions to sales data.
Advanced reporting features in the Pro and Plus Plans include reports on customer satisfaction, tag usage, workflow efficiency, and bot performance. The Plus Plan adds staff-specific reports to assess individual agent performance. Re:amaze also offers an Overview Report, summarizing key performance indicators like 24-hour and 30-day volume metrics, average response times, attributed revenue, and trend analysis.
A key strength of the platform is its integration with Google Analytics. This allows businesses to track conversion rates and set goals tied to customer interactions. Companies can measure how chat conversations and support impacts sales and other key objectives, showing a clear link between customer service efforts and overall results. With these powerful analytics tools, Re:amaze helps businesses make data-driven decisions, improve customer service, and drive growth through better customer engagement and satisfaction.
Re:amaze: Ease of use
Re:amaze offers excellent ease of use and a very intuitive UI. Among the 5,000+ brands that use the helpdesk platform, most customers have nothing but good things to say about its interface.
Having said that, a small minority of customers have complained that Re:amaze is prone to making unannounced changes to its UI during updates. And often, these updates can add confusion or lead to features not working as well as they once did.
During our review of the platform, however, we didn’t encounter any major problems with the helpdesk solution’s UI. Everything worked as it should and the feature set was easy to get to grips with.
Re:amaze: Support
Whether you think Re:amaze is easy to use or not, you’ll be glad to hear that the platform has some pretty wide-ranging support. This includes a public and internal FAQ, as well as email and social media contacts.
Re: amaze also comes with its own support site, complete with a host of learning resources and tips for getting started on the platform. There’s also a video tutorial series, including a comprehensive platform demo.
It is somewhat disappointing that many knowledge base features aren’t available with the Basic Plan, so you’ll have to stump up for Pro or Plus if you want to include these withing your own customer support. However, in terms of troubleshooting for Re:amaze, itself, there is plenty of information to help you out if you get into a jam with the platform.
Re:amaze: Security
Given that help desk platforms have access to a great deal of customer data, security is taken extremely seriously. That’s certainly the case with Re:amaze, which has recently implemented a more secure authentication system to enhance account security. Although this change may cause some slight disruption for users, there’s a handy explainer on the company website.
Re:amaze is also fully GDPR compliant, despite hosting all data in the US. Of course, this might be an issue for some businesses that would prefer their help desk data to be stored domestically. Even so, there’s nothing to suggest that Re:amaze won’t take great care to guarantee the privacy and security of user data.
Re:amaze: The Competition
There is no shortage of options for businesses looking to deploy a new help desk solutions – so Re:amaze is just one of many. Other choices worthy of your consideration include LiveChat, Tidio, and Intercom.
In terms of integrations, security, and support there’s not much to choose between Re:amaze and the leading players in the market. In addition, Re:amaze is difficult to beat in terms of cost. At $29 per month for its Basic plan, Re:amaze is more affordable than many of its competitors.
Of course, price isn’t the only consideration for firms – even if it is a hugely important one. For example, it would be nice if Re:amaze boasted some of the advanced AI functionality that some of its rivals offer. Having said that this is a fast-moving space, and the platform has shown a willingness to issue updates and launch new features, so this could become a strength in no time.
Re:amaze: Final Verdict
Re:amaze is a decent help desk solution for most types of retain businesses. And if your budget is tight, you may find its relative affordability difficult to turn down. Some other help desk tools may offer more extensive feature sets, but there’s still plenty here to enhance your customer support offering.
We’ve rated the best ITSM tool.
Leave a Comment
Your email address will not be published. Required fields are marked *