Better Conversations. Happier Customers.
You can now find an updated Chatbot Report in your Re:amaze Reports tab! The updated Chatbot Report will show you important chatbot metrics such as: How many times bots were triggered The participation rate for bots within conversations The resolution rate for bots The escalation rate for bots A new bar chart As chatbot usage … Continue reading “Updated Chatbot Report”
Knowing whether your FAQ content is helpful (or not) can be an immense help for businesses that rely on the FAQ to provide up to date guidance for customers. A helpful article can benefit from additional polish while unhelpful articles can be updated promptly to provide the value that was originally intended. Allowing your customers … Continue reading “Introducing FAQ Article Feedback Voting!”
If you have multiple Shopify stores connected to your Re:amaze account and have a customer that has shopped with more than one store, you can now view that customer’s order data within any conversation! Re:amaze now supports the ability to check for customer orders across any store within the Shopify data module. Simply look for … Continue reading “Browse Shopify Customer Orders Across Multiple Stores”
We’re excited today to announce that, in partnership with Shopify, Re:amaze is now officially recognized as an app service provider for the Plus Certified App Program! Shopify Plus is a commerce platform of choice for high-GMV and high-growth merchants who need a professional and customizable solution to scale their business. The Partner Program expands on … Continue reading “Re:amaze Now A Shopify Plus Certified App Partner!”
Great news! You can now create stylized custom chatbot messages using the new WYSIWYG editor within the Re:amaze bot builder interface. For existing custom chatbots, simply edit the bot and update any existing messages. Add stylizations such as bold, italics, hyperlinks, lists, and much more! For those of you creating new chatbot steps and messages, … Continue reading “WYSIWYG Editor For Re:amaze Custom Chatbots”
We have a quick update for inserting unpublished Shopify products in message responses as well as for creating draft orders via the Shopify integration! When inserting a Shopify product, look for the “Show Unpublished Products” checkbox in the upper left hand corner of the products modal. Check this option to bring up a list of … Continue reading “Insert Unpublished Shopify Products”
Our core mission at Re:amaze is to help eCommerce merchants of all shapes and sizes communicate with customers and deliver better engagement across their sales and support experiences. An important part of creating a customer journey that scales for success is optimizing for experiences that occur and flourish on social media platforms such as Facebook. … Continue reading “Messenger API for Instagram Now Available”
European based essential oil company volant aroma, is bringing high-quality essential oils to people all over the globe. The company has Scandinavian roots, which reflects the simpler, minimalistic, modern design of their essential oil diffusers and high-quality organic essential oils. Volant’s headquarters are located in Oslo, Norway, however their products are currently available to most … Continue reading “Top Essential Oil Company, volant Is Building Personal Relationships With Customers Around The World Using Re:amaze”
There is now an option to merge contacts with an advanced UI modal across the Contacts menu as well as within individual conversations. The merge contacts modal makes contact merging suggestions based on customer’s name and also allows you to search for a customer if it’s not suggested. A preview of the merged contact is shown and you can choose … Continue reading “Merging Contacts In Re:amaze Just Got Easier!”
We’ve updated your individual staff reports to offer more visibility into daily and hourly productivity! If your Re:amaze account plan currently supports individual staff reports, you may now access the updated reports and scrolling down further until you see “Response times by Date” and “Response time by Day/Hour” graphs. The trend graph gives you insights … Continue reading “New Graphs For Re:amaze Individual Staff Reports”
Testing your custom chatbot’s experience is now easier than ever. For custom chatbots such as Cue Bots and Workflow Bots, it may be difficult to test the experience through a customer’s perspective directly from the builder. You can now click on the “Preview” pop-out to experience what your customers will experience for the custom chatbot … Continue reading “Preview Your Custom Chatbots”
We’ve made it easier for you and your team to review customers’ satisfaction ratings and feedback comments directly inside conversations. When customers receive satisfaction surveys from your team and leave ratings and/or a feedback comments, Re:amaze will now display the specific rating and comment inside the conversation that the satisfaction survey was sent for. Your … Continue reading “See Satisfaction Ratings and Read Customer Feedback Directly In Re:amaze Conversations!”
We’ve updated the integration between Re:amaze and Slack! This latest update allows channel mapping between Re:amaze conversational channels such as email, SMS, social, etc. and your channels on Slack! These 1:1 mappings also have their own Slack Notification preferences. For reference, the previous behavior had Re:amaze Channels mapped to a single Slack Channel, with the Slack Notification preferences … Continue reading “Re:amaze and Slack Just Got Better Together!”
You can now create custom fields for phone numbers in Re:amaze chat widgets and contact forms that will automatically add the customer’s phone number to their Re:amaze customer profile! To get started, create a new chat widget/contact form or edit an existing one. On the custom fields creation step, add a field for requesting the customer’s … Continue reading “Phone Number Custom Field Now Supports Automatic Profile Updates”
If you’re currently using the FAQ feature in Re:amaze you might have noticed that the “Contact Us” link at the bottom of the FAQ is only accessble on the Topics menu. The latest update to the FAQ feature in Re:amaze will now support showing the “Contact Us” option on every article page. Customers will simply need … Continue reading “Your FAQ Articles Now Show Individual “Contact Us” Links”
Re:amaze Video Calls is now available for customers on mobile devices! It’s not uncommon for customer to ask for help and support while browsing your mobile site. We’re now making it easier than ever for you to chat with customers and initiate a video call with them! While customers cannot actively request a video call … Continue reading “Customers Can Now Take Your Re:amaze Video Call Requests On Their Mobile Devices”
You can now create and update your Cues that prompt a customer to start a Classic Chat with a support staff via the entire department! Previously, when you created a Cue rule for determining if staff members were available for Classic Chat, this would apply to any or all of your staff members with Classic … Continue reading “New Cue Rule For Departmental Availability Via Classic Chat”
We’re extremely excited to share with you that Re:amaze has been acquired by GoDaddy, a global company dedicated to helping small businesses and everyday entrepreneurs succeed. Together with GoDaddy we will continue to expand and invest in the Re:amaze platform to bring you tools designed to help you support, engage, and convert customers online. Re:amaze’s mission … Continue reading “Re:amaze To Join GoDaddy, Helping Small Businesses Create Seamless Commerce Experiences For Support, Sales, and Engagement”
You can now add your brand logo and/or brand avatar to your Re:amaze brand to better portray your identity! Brand logos and avatars can be used across the Re:amaze ecosystem to easily make sure features such as your Re:amaze chat widget, FAQ, or Cues are on brand. Uploading a brand logo and avatar is easy! … Continue reading “Introducing Brand Logos and Avatars”
We’re excited to introduce a brand new feature to the Re:amaze family! Say hello to Video Calls! As businesses conduct more sales, support, and customer engagement online, being able to talk to customers face-to-face and in real time has become more important than ever before. And while live chat is a great medium for customer … Continue reading “Introducing Re:amaze Video Calls”
