Feature Updates

December 9, 2019

Response Templates and FAQ Hotkey You can now instantly access your library of FAQ articles and response templates simply by typing “/” in Re:amaze reply boxes. The “/” hotkey can also be used as a quick search option. After typing “/”, simply start typing for the template or article you need. Re:amaze will search through … Continue reading “Insert Response Template, FAQ, and Dynamic Variable Article Hotkey For Re:amaze”

November 22, 2019

It’s one thing to hear that customer service and support is a “valuable” asset to your business. It’s another thing entirely when you can see it. We’re bringing a whole new way to evaluate your customer service performance by intelligently tying the conversations your team have with customers with new orders placed by those same customers. … Continue reading “Shopify Revenue Reporting: See How Valuable Your Support Conversations Are with Shopify Attributed Orders Report!”

November 14, 2019

We’re excited to announce a new Re:amaze technology partner, Stamped.io! Stamped.io is one of the leading platforms designed to help businesses collect product reviews and user-generated content. Some of world’s best brands such as Purple, Colgate, and Soda Stream use Stamped.io to boost consumer confidence and help generate interest in a wide range of products. With Stamped.io’s Reviews … Continue reading “Re:amaze Now Integrates With Stamped.io!”

November 8, 2019

You can now group your response templates into groups/folders in Re:amaze! Grouped response templates have been a highly requested feature update and we’re excited to make this feature now available for all Re:amaze plans. And while we understand that there might be a need for groups within groups or folders within folders, we believe a 1-level … Continue reading “Response Template Groups (Folders) for Re:amaze Conversations”

November 6, 2019

You can now easily pull up your BigCommerce store’s inventory directly in Re:amaze conversations and insert product links with a click! This latest update to the BigCommerce integration adds another degree of freedom, simplicity, and access so you can help customers with greater efficiency. To insert a product link, open a Re:amaze email or live chat conversation, … Continue reading “Insert BigCommerce Product Links in Re:amaze Conversations”

October 31, 2019

Re:amaze now has official support for Instagram Ads through Facebook Business! Instagram Ads is an important and impressive bit of kit offered through both the Instagram app through promotions as well as through Facebook Business’s campaign creator. Businesses that run Instagram Ads through Facebook Business should immediately connect Instagram Ads to their Re:amaze account in order … Continue reading “Re:amaze Now Supports Instagram Ads (Facebook Business)”

We’ve implemented an optional security and privacy update to Re:amaze’s conversation Permalinks. By default, your Re:amaze account will have this enabled. When customers message your support team with additional 3rd parties CC’d in the email message, your reply through Re:amaze will be seen by all participants including the original sender as well as all CC’d … Continue reading “Security Update For Re:amaze Conversation Permalinks With Redacted Messages”

October 22, 2019

We’ve added a brand new report to Re:amaze Reporting to help you better analyze channel performance across a specific brand. The Channel Summary Report will allow you to: Filter by brand See core metrics for all channels within that brand See metrics such as the number of responses, the number of resolved conversations, the number … Continue reading “Channel Summary Report Now Available in Re:amaze Reporting”

We’ve added support for a lot more Shopify dynamic variables in Re:amaze Workflows, Re:amaze Response Templates, and Re:amaze Autoresponders. Dynamic variables make it easy for you to: Personalize your replies and make customers feel well cared for Automatically add relevant customer data such as order numbers and tracking numbers into your manual and automated replies Offer timely … Continue reading “New Shopify Customer Variables and Workflow Macros for Re:amaze”

October 18, 2019

A quick update is being made to Re:amaze conversations where you can now easily see which staff users are also following that conversation. Staff followers on Re:amaze conversations will receive notifications but does not necessarily need to be a participant in the conversation. The “Follow” feature in Re:amaze is great for customer service managers who … Continue reading “See Staff Followers in Re:amaze Conversations”

You can now manage your staff members’ permissions and access to contact exports. By default, all staff members will have the ability to search contacts, view contacts, and export contacts in Re:amaze. This new permission update will allow you to control the ability to export contacts separately from being able to view and search contacts. To … Continue reading “New Contact Export Permission Added to Re:amaze Roles”

October 10, 2019

We’ve made a quick update to the Amazon integration for Re:amaze to support the ability for looking up an order using an order ID. This small update makes it possible to find a customer’s order even if their email address is masked by Amazon and there’s no obvious match. As you may or may not … Continue reading “Amazon Integration For Re:amaze Now Supports Order Lookup”

October 4, 2019

WhatsApp is one of the popular messaging platforms with 1.5 billion users in over 180 countries.  In fact, WhatsApp has grown to become one of the most used customer service platforms since they released their Business API back in 2018. Some of the most well known brands such as Starwood Hotels use WhatsApp for Business to communicate with … Continue reading “WhatsApp Business Integration Is Now Available For Re:amaze!”

September 30, 2019

Ronin is a simple online invoice, time tracking, and project management application designed for freelancers, consultants, and small businesses. Since 2008, Ronin has helped tens of thousands of small businesses look professional with beautifully crafted invoices and an easy-to-use online payment portal. Here are some of Ronin’s best features: Time tracking Client management Project management … Continue reading “Re:amaze Now Integrates With Ronin Project Management, Time Tracking, and Invoicing”

Great news! You can now import in your Facebook Lead Ads into Re:amaze in a dedicated support channel. If you currently use Facebook Lead Ads as a way to gather more contextual customer information as a means to generate more interest in your brand or product, it’s important to keep these types of customer interactions in your … Continue reading “Re:amaze Now Supports Facebook Lead Ads Channel”

September 26, 2019

Customer success is one of the most important parts of any SaaS business model, and the onboarding process is where that success starts. In fact, the onboarding process can often mean the difference between early churn and a recurring long-term customer. So how do you make sure your onboarding process is as tight and well-optimized as … Continue reading “How to Streamline SaaS Client Onboarding with Re:amaze + Process Street”

September 18, 2019

We’re making the creation of manual and automated workflows in Re:amaze a much easier affair. The user interface for Re:amaze Workflows has been completely revamped to offer you an easier time working with operators and flow logic. And while there aren’t any functional updates made to Re:amaze Workflows during this update, our team is working … Continue reading “Re:amaze Workflow Automation Update”

September 12, 2019

After more than two weeks of public beta testing, we’re super excited to be announcing Re:amaze Intents! Intents is an important feature for the future of Re:amaze. In a world of automation and chatbots, we believe Re:amaze Intents will become a cornerstone of how support teams can take advantage of customer messages and train an automation … Continue reading “Introducing Re:amaze Intents”

September 10, 2019

Another Shopify update! When a customer places an order, Re:amaze will now automatically look for the most recent conversation that the customer has had with the staff. These conversations require at least one staff reply. Attributed orders places will create a unique conversation event indicating when the customer placed an order, how much the order was for, … Continue reading “See Conversions and Revenue Statistics From Your Chat Conversations”

You can now add a subject line to your Re:amaze Response Templates! Subject lines are automatically omitted when you’re using templates within a conversation reply. However, if you create a new message from the Re:amaze inbox dashboard and use a response template, the subject line will be automatically included as the subject field! Enjoy!