Re:amaze AI Helpdesk & Chat
The reviews for this Shopify app are sharply mixed, with many users praising its broad feature set, multi-channel support, and responsive customer service, while others report serious frustrations with usability, missing functionality, and support quality. Positive reviewers frequently highlight that the app consolidates email, chat, SMS, social channels, and Shopify into one platform, and they appreciate the workflow automations, tagging, knowledge base, and integrations. Several users also mention smooth onboarding, helpful tutorials, and especially strong support from specific staff members, which makes setup and day-to-day use easier. Some merchants say the app is stable, reasonably priced for the features offered, and effective for improving customer service efficiency. On the negative side, a recurring complaint is that the interface and setup can feel unintuitive or overly technical, making the app difficult to customize or use without advanced knowledge. Some reviewers say the AI features are weak or unhelpful, and others report limitations with multilingual support, WhatsApp templates, knowledge base editing, and multichannel workflows. A few reviews describe serious reliability or data-loss concerns, including broken integrations, inability to reply through certain channels, and poor recovery options when something goes wrong. Support is praised by many, but a smaller group says responses can be circular, slow, or unable to solve core issues, which leads to disappointment and, in some cases, migration to another platform.
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I don't understand the good review of this. Chat support seems to be full AI which cannot give clear answers. Apparently we can't show the widget in 2 languages which is almost funny given how many multi-languages stores there are. And the UI is engineer-level I didn't understand anything to it even though I tried... Anyway again a shitty app that seems to have had good friends giving it good reviews
Hi there, thank you for the honest feedback — you're right that automatic widget translation based on store locale isn't something we support out of the box today We've flagged this as a feature request for our product team. We've also reached out via your support ticket to offer a free call with our account manager to look at your specific setup and find the best possible option in the meantime. We appreciate you taking the time to share this, and we're hoping to turn this experience around.
We have been using Re:amaze for over a year now and it has been a great tool for helping us help our customers efficiently. The program can be customized to provide the level of service your business requires and options for AI help are there when you are ready to pull the trigger. Dakota has been a valuable resource and so helpful when we have needed more information. A great platform! Thank you!
Re:Amaze is great, until its not. We have used Re:Amaze for about 6 years and about few months ago it stopped letting you reply to FaceBook direct messages. It just gives a error every time you do. It forces you to have to go directly to facebook to reply which is 100% the entire purpose of the app. I have submitted ticket after ticket on this to their support. First it was facebook does not allow it now and I was like it worked up until a few months ago. Their reply face book changed something. So I installed another app to test and the other app Gorgias worked as expected allowing for us to reply. Sent them that, then it was well you have to reply within 24 hours or the chat closes. Sent screen shots of us trying to reply after hours of getting the notification thru Re:Amaze and still would not work. Then it was back to its not our app, it's facebook. Like a big ole circle of canned responses and zero solution. We have invested heavy in Re:Amaze over the years using their built in FAQ etc and if all this was not done and so hard to move to somewhere else we would have already left and just went to Gorgias. So before you invest tons of time and effort in the Re:Amaze software understand that one day it may stop working and no real solution will be offered to correct it. Good times.
Dakota is an excellent source of knowledge and ambassador for Re:amaze. Our small business just downloaded to product and he's been very helpful getting us up to speed with all of the functionality we need to keep our customer service up and running.
AI functionality demo with Dakota T was very insightful. He explained everything with great clarity and patience. We will be expanding our usage/plan because of this.
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