Better Conversations. Happier Customers.
For those of you on Shopify or BigCommerce, your connected stores are now displayed visibly on your Brand settings page. The purpose of this change is to make brand and store identification much easier. Instead of having to navigate to Re:amaze Settings > Apps > Shopify/BigCommerce, you can now simply go to Brands and tell … Continue reading “Re:amaze Brands Now Show Connected Store”
Use workflows much? We bet you do. Workflows is an important part of Re:amaze’s support automation process so you can easily handle a wide variety of incoming customer service requests. By leveraging workflows, you’re allowing Re:amaze to handle lots of tasks automatically either with agent involvement or without. With so many workflows in action, our … Continue reading “Re:amaze Workflows Now Supports Cloning to Improve Support Automation”
Do you sell products on your Shopify storefront in various different currencies? Would you like to be able to see which currency customers picked when they placed the order and be able to process refunds accurately? If so, then we have great news! Re:amaze now supports multiple currencies within the Shopify integration so you can … Continue reading “Shopify Multi Currency Support for Re:amaze”
Re:amaze is adjusting our pricing to more accurately reflect the value users get from the platform and to make room for some great new features coming your way soon in 2019 beyond. If you currently have a paid Re:amaze Plus account, this pricing change will not affect your current payment schedule or plan; you are grandfathered … Continue reading “New Pricing for Re:amaze Starting on January 1st, 2019”
Big fan of Re:amaze Real Time Messaging but want to easily identify customers who’re still online after they’ve messaged you? Users of Re:amaze Classic Live Chat has always enjoyed a dedicated filter for interacting with online customers. Users of Real Time Messaging can now enjoy that same benefit while reviewing the dashboard at a glance! … Continue reading “Introducing Online Statuses for Re:amaze Real Time Messaging”
The Re:amaze team is excited to announce a new feature for enterprise businesses to gain increased access and control over their staff logins. SAML is a standard that enables the secure communication of identities between organizations. Re:amaze is now a SAML Service Provider that can accept Identities provided by a SAML Identity Provider (IdP) for the … Continue reading “Introducing Re:amaze SAML/SSO Integration”
Re:amaze now offers you the ability to help customers with even more precision and efficiency. “Peek” is a brand new feature available to Re:amaze Plus plan users and can be accessed through either the Live Dashboard or within the Live View module within conversations. Clicking on “Peek” will grant you instant access to co-browse the … Continue reading “Introducing “Peek” for Re:amaze Live”
Welcome to our introduction of Chatbots to the world of Re:amaze! Before we take a look at what’s in store for Re:amaze Chatbots, please take a moment to read our Co-Founder’s piece on Chatbots written for our partners over at BigCommerce. You can find the article below: The World of Chatbots: Customer Service, Business Automation & … Continue reading “Introducing Re:amaze Chatbots (Beta)”
Eager to learn about the Re:amaze platform or just need the latest refresher on what the Re:amaze platform has to offer? Head on over to our YouTube channel and watch the latest 5-part series! Click on the YouTube Playlist below: New to Re:amaze or want your team to learn Re:amaze as soon as possible? … Continue reading “Brand New Re:amaze Platform Videos on YouTube”
If you haven’t noticed already, we’re putting Office Hours front and center in a lot of the features we offer. That means you can leverage Re:amaze features such as: Re:amaze Chat status display Autoresponders Workflows Cues to work with your office hour settings and offer a different experience depending on whether or not you’re in … Continue reading “Re:amaze Cues Update: Office Hours”
If you’re a fan of Re:amaze’s Classic Live Chat mode but have always wanted to measure how happy customers are after a classic live chat has ended, you now can! Classic Live Chat now supports satisfaction surveys directly within the chatbox after a chat has ended. Customers can rate your support quality and leave additional … Continue reading “Re:amaze Classic Live Chat Now Supports Satisfaction Surveys”
You can now create automated and manual workflows in Re:amaze based on whether or not you’re in office hours. This adds a great amount of flexibility to workflow automation rules so you can perform a wide variety of actions when you leave the office and not have to worry about turning on a workflow. To … Continue reading “Re:amaze Workflows Update: Office Hours”
Re:amaze now supports animated GIPHY gifs in conversation replies! Enough said! You can easily insert a gif using the latest GIPHY integration by clicking on the “Insert GIPHY and Emojis” menu. Search for a GIF and insert it directly in your conversation replies. Gifs are a great way to express your enthusiasm and mood using … Continue reading “Respond to Customers with GIPHY!”
By default, Re:amaze shows a condensed version of incoming emails by stripping out unnecessary HTML content and displays the main message for your customer service agents. If agents want to see the full HTML email, they need to click on the “View Original Email” link. There are two advantages for doing this: Important content is … Continue reading “Re:amaze Inbox Update: Display Full HTML Emails”
It’s time to update your Re:amaze Shoutbox/Chatbox again! We have a brand new feature available for Shopify merchants to allow customers to check their order status along with any order notes that are available. If customers left specific order instructions such as “Please gift wrap” or “Gate code is #2300”, these notes will show up … Continue reading “Shoutbox Update: Shopify Order Status and Order Notes”
Love using Re:amaze Cues? Good news! Cues just got a lot more powerful if you’re on the Shopify platform. You can now select from a variety of built-in rules specific to Shopify customers. For example: IF Shopify customer is logged in. IF Shopify customer has tags IF Shopify customer orders count is < or > … Continue reading “Re:amaze Cues Update: Shopify Liquid Rules”
You can now create a role with more granular control to reports. At the high level, you can choose to allow certain agents to access all account reports. You can now also choose to allow access to account level reports but not staff level reports. This is extremely useful if your organization has team members … Continue reading “New Re:amaze Permission Setting for Staff Reports”
You can now export any existing data attributes that belong to customers along with your contacts export! If you’re methodical about updating your contacts with customer data attributes either manually or programmatically (see this or this), you’ll oftentimes want to export this data so you can run marketing campaigns based on segments of customers with … Continue reading “Export Re:amaze Contacts With Data Attributes”
You can now create automated Re:amaze workflows based on whether or not the Shopify customer you’re working with has a refunded the last order. In unique situations where a customer contacts you and you want to send back an automated response only IF they’ve refunded their last order, this is the trigger you’ve been waiting … Continue reading “New Workflow Trigger: Shopify Customer Refund”
You can now add colors to your Re:amaze conversation tags! We currently support up to 6 different colors to help you stay organized. Think of them as post-it note colors 🙂 To update your tag colors, go to “Settings” and then to “Tag Manager”. Click on “Edit” to edit an existing tag. Pick the color … Continue reading “Colored Tags for Re:amaze Conversations and Tags Manager”
