Reamaze Live Chat Helpdesk CRM

March 17, 2025

We attempted transitioning to Re:amaze CRM from Gorgias, hoping for better features and support—but experienced nothing but frustration and wasted resources. Their supposed "AI" is incredibly ineffective. For ecommerce businesses with multiple stores and multiple languages, setup is an absolute nightmare. You have to manually program each store separately, spending weeks on something that other platforms handle seamlessly. The AI, in reality, has no intelligence at all, making this CRM useless if you're managing anything more complex than a single store in a single language. Support was completely unhelpful and outright rude. Despite contacting them repeatedly, different agents provided responses that solved absolutely none of our multiple system issues. They repeatedly claimed they'd escalate my issues to their "top tier team," but weeks later, I’m still waiting for any meaningful solution or even a basic update. We wasted considerable time and money on this platform. The glowing reviews elsewhere seem suspicious, as the errors we encountered were clearly issues on Re:amaze’s end, confirmed but never resolved by their own support team. Avoid this CRM at all costs—it's a costly mistake.

Jan. 30, 2025

Reamaze has been a game-changer for our Shopify store! As a growing business, providing fast and efficient customer support is a top priority, and this app has streamlined our entire process.

Jan. 23, 2025

Dakota helps our company realy good! Thank you!

Dec. 11, 2024

An all encompassing app - minus compatibility with Whatsapp. It's been a great addition and has many useful features. Their Customer Service is above and beyond fantastic. Every time I have a question I receive a detailed answer within minutes and they make sure to assist until the problem is solved.

Sept. 9, 2024

I worked with Dakota T for getting setting up on our Shopify website. He has been very extremely helpful and very knowledgeable. On a different note, the app addresses everything that we need and it offered more functionalities exceeding our expectations.

Aug. 21, 2024

I don't know how you could give a bad review to this app. We've tried several helpdesk platforms and I think we finally found the right one for our use case in Reamaze. We needed consolidation of email, voice, SMS, social and Shopify. Reamze does all this very well with several voice/phone integrations to choose from. Setup was easy including phone and social channels integrations. The agent UI is actually pleasant to use so CX is not a chore. The Shopify integration is tight and easy to assimilate at a glance. Reamaze support is very fast and competent.

Aug. 9, 2024

This app lives in the stone ages. I asked TWO YEARS ago if they could sort their Shipstation integration to show orders most recent at the top of the list first, instead of oldest first. I'm not even a coder and I've done this in my own apps that use Shipstation, it's easy. But no, Reamaze apparently thinks it's perfectly normal to display orders from 2015 at the top of the list And finally what is prompting me to leave this review is I just asked how to filter for tickets with an attachment. You have to MANUALLY tag EVERY conversation, ugh. This is super basic. You also can't even merge a social chat with email... so the customer who messages you on Facebook first, but then sends an email afterwards... get ready to click back and forth through conversations to read everything and understand what's going on. Reamaze makes multichannel very difficult. There are several very basic things I've asked about over the years, and NONE of them have been implemented. And in my opinion the price is way too high for what you get.

Aug. 8, 2024

After using other platforms and being disappointed, we are enjoying using Re:amaze the most. I always have helpful interactions with the Helpdesk when I have a question. The links and videos are clear and beneficial. The support from Dakota T (our account manager) has proven educational and he's very engaging. What I have learned from Dakota and taken back to the team has improved our customer interactions and automations.

June 24, 2024

We've been onboarding for a week and so far the transition from Gorgias has been fairly seamless. Many thanks to Dakota Tompkins for the assistance & education!

June 18, 2024

June 3, 2024

Péssimo. Não dão suporte aos templates do WhatsApp, para usar tem que fazer uma gambiarra na plataforma e não da pra usar varias coisas como botões e outros.

May 21, 2024

Enjoying ReAmaze so far. It is far more streamlined than the other platform I used. Dakota has been fantastic to work with! He is very knowledgeable, helped with onboarding, and made everything very easy to migrate from another platform. Thank you!

May 16, 2024

A great user-friendly help desk service. Streamlines all of our emails and calls into neat categories and saves our company a huge amount of time. Dakota is just a call away if I ever need anything. We've been with re:amaze for several years now, and we keep growing, I would attribute a lot of that growth to the efficiency in which we service our customers.

Feb. 6, 2024

Wow, we just met with Dakota and he was so helpful!! We love using re-amaze and it has transformed our customer experience.

Feb. 1, 2024

Received an error when trying to change my password urgently. I mean, imagine trying to change your password and you can't, something so simple. What if I was hacked and my customer's data was at risk? I could not even change my password. Reached out to support and spoke with a Neil who just at one point stopped responding when his suggestions were not helping. Still haven't received any responses from him as I type this review. Password still not changed. I'm not happy with Reamaze at all.

Jan. 29, 2024

have not been able to fully integrate it yet. Just had the onboarding with Dakato, it was clear! A lot of interesting features and so far so good. I'm looking forward to see it run on full potential. The features could save a lot of time. Also I recommend to do the on boarding call!

Jan. 27, 2024

Huh... I guess, I didn't want a CRM. I wanted helpdesk software. My first experience with helpdesk software was with Gorgias, and they weren't a bad choice. But, in the end, they had a few things that just didn't fit with us. We are big users of the mobile app and email. I had just finished customizing our interaction with Gorgias using their API but still bailed because the main thing I needed was a smooth interaction with the application that I could only get with Reamaze. Very happy so far. My next steps are integrating voice and customizing the chat interaction.

Jan. 22, 2024

We've been using Re:Amaze for over 2 years now and our experience with them have been a blast! Their support is top-notched. They fix every bug we submit within minutes. Very easy to use and the best feature is it lets us manage all 7 pages through 1 single platform.

Jan. 13, 2024

Be aware that Reamaze will constantly make changes and updates to the user interface and introduce features that hinder and create confusion in an attempt to add some type of AI feature-set to their offering. instead of providing a simple reply button, there is a constant barrage of predetermined purple buttons that you need to scroll past every time you want to reply to a customers message. There should be a simple way to turn this feature off and not have to work through the beta testing of features for the ticket platform that I’m dependent on for all of my Customer communications

Jan. 8, 2024

The help desk itself is good for basic handling of tickets and chats. However, we found it quite challenging when trying to get into more complex things (automation, AI Bot, etc). Things did not work as intended, and all support did was provide help articles. We also asked them to change the header font of their hosted help site, and they told us to hire a developer lol. We feel this app is cost-effective and works well for basic stuff, but past that, you're on your own, and setup is now easy and very time-consuming.