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All about
Re:amaze is a customer service and live chat platform that helps eCommerce customer service teams mitigate and respond to inquiries by prospects and customers.
They have a robust Shopify integration, advanced live chat tool, knowledge base / FAQ system, which you can search directly from their chat tool, and they integrate with all the channels you would need: SMS, Messenger, Social Media, Email, Contact forms, Phone, etc.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
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Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
I’d say their live chat currently set’s them apart the most, but there are some other cool features:
They have automated messaging with Cues, a chat tool feature, which can trigger based on authenticated, URL/UTM, time on site, Shopify triggers, JavaScript SDK, etc. Soon they will have chat campaigns triggering based on Shopify data and product catalog viewed, items in cart, etc.
They have a live dashboard so that you can see users currently on-site (with information on them, where they are in the world) to customize your message and attempt to engage. You can even peek into your customers screen to debug problems on your site or funnel.
Another example of how to use a live dashboard, they will tell you all the live users on the checkout page, so you can better close sales.
This one is cool, they have an order status box so that you can enter your email and order number and get live tracking information without talking to an agent.
And they’re great on GDPR compliance.
First you’re going to want to see how many tickets their chat tool, automation, and FAQ/Knowledge base are mitigating, because that’s basically just money in the bank.
As for the inquiries that require human intervention, you’re looking for it to be easy to get the information you need to properly resolve the ticket, as quickly as possible. This means you want a fast response time and ticket close time. You want to understand how many tickets per hour your support agents are able to handle, and you want to understand the customer satisfaction via the post-ticket surveys that you send out.
You can get the initial integration and setup done in about 5 minutes. You can also migrate over from other customer service platforms using a direct integration or a partner of Re:amaze. They have a dedicated in-house success team where you can book sessions and spend 30 minutes - 1 hour, along with a webinar program to ensure you’re onboarded properly.
Most setup with helpdesks comes with onboarding your agents, and setting up rules and macros around basic questions, as well as getting your FAQ and chatbot setup.
From a reporting standpoint, you have a lot of flexibility in reports from response time to customer satisfaction and template usage.
Re:amaze is great for stores hiring their first customer service agent. Also good for switching from existing helpdesks that aren't focused in eCommerce.
If you don't have any support agents, you should probably wait on getting a helpdesk. If you aren't getting a lot of tickets, maybe email is all you need for now. If you don't need live chat or a knowledge base, there are other tools that may be a better fit.