Re:amaze AI Helpdesk & Chat

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.

I appreciate a CRM platform with strong support and a wide range of features. We chose Re:amaze after carefully considering many options and have used several competitors over the years. I can definitively say this is probably the overall best option I have managed a team on, with a rich blend of features for the price. Depending on your needs, there may be better options, but thus far Re:amaze is meeting most of our needs. **Pros:** 1.) The cost-to-feature ratio is very good. We were locked in at the price per user for the tier we selected, so we chose the premium version with all the bells and whistles. After experiencing other companies continuously raising costs or removing features to force us to upgrade from “outdated” versions, Re:amaze was a refreshing change. 2.) I like that the software is stable overall. Constant changes can cause things to break and require a large cost for the company (typically me) to work with their dev team to fix issues. I would rather lag behind a bit than deal with that. Re:amaze does release new features from time to time, and they come with the usual bugs, but it isn’t nearly as disruptive as the monthly development cycles on other CRM platforms. 3.) The system has been pretty solid in terms of connection through the API and developer portal. We have saved substantially on phones by connecting 3CX into the ticketing system. We are also able to connect multiple store brands and email addresses, route them to teams, and effectively bring all our communications under one roof. 4.) Support is responsive and as helpful as possible. We find it easy to connect overall. Some people work better with support than others, but I have always found them good to work with. **Cons:** 1.) The AI is terrible for our needs. When we get around to implementing more with it, we will likely need to pay a developer. 2.) While the API is pretty good, there are limits, and some things require support to accomplish. Most users won’t need this level of customization, but we tend to push the limits of what we use and explore what more we can make it do. All said, I suggest doing thorough research and evaluating your needs. This is a solid software option and has fit us well.

Thank you so much, Dakota T! Dakota literally worked through our re:amaze workflows, connections and more. I honestly appreciate how simple the software is and I am very happy with the support received.

So far happy with it!

AWFUL! I wouldn't even waste your time. The customer service is terrible. Spent 40 minutes trying to resolve an issue that they "couldn't see" on their end. Barely even used the service. Can't log in and they are telling me I now have to wait for an email response.

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. EDIT: You can see below they replied me 21 days after uploading this review. This is exactly the type of the support they offer. After a month you may receive an answer.

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.

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.

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.

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.

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.

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.

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!

We've been using re:amaze for about four years now and have been very satisfied so far. The ease of use and user-friendly interface is a great contributor to our CS efficiency, and it is well-liked by our agents due to this as well. It goes without saying that a CRM should also provide great service to it's own customers. Special shout-out to Dakota and his developers, the support we've received from re:amaze has always been super!

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.

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!

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.