Better Conversations. Happier Customers.
We recently published an article on the faults of traditional name entry practices in modern web apps and services. The concept of first, middle, and last names simply don’t apply to your customers from around the world. While the majority of western customers will have names that fit the mold, customers from South America, Asia, … Continue reading “Only Friendly Names Here.”
Reamaze live chat now supports personal office hours! If you manage a team of live chat agents or are on a team of live chat agents, managing everyone’s office hours can be a bit challenging. Live chat office hours allow you to set your own time and availability. Once you set your chat hours, you’ll … Continue reading “Live Chat Office Hours!”
Last week we announced a brand new integration partnership with ClickSend to bring you SMS/MMS capabilities. This week, we’re adding our second partner to the mix to expand your options when it comes to adding your first SMS/MMS Reamaze channel. We’ve worked closely with Twilio in the past and they were also a gracious contributor … Continue reading “Reamaze and Twilio SMS/MMS!”
Reamaze now supports SMS and MMS conversations via ClickSend! ClickSend is one of our first partners for SMS and MMS support beta and we’re super excited to show you the details. This beta feature is now enabled for your account. To get started, you’ll first need an account with ClickSend. Click here to sign up. … Continue reading “Reamaze and ClickSend SMS/MMS!”
We’re starting off 2017 with a pair of mobile apps for Reamaze! And yes, at the same time! Reamaze for iOS and Android are now both available in their respective app stores 🙂 We promise the app will taste good regardless of which flavor you pick! App Description (Download iOS App Here) Reamaze’s iOS and Android … Continue reading “Psst. Reamaze Mobile Apps!”
Convert Missed Chats Into Conversations We’ve added the ability for you to convert missed live chat conversations into email conversations for follow up. If you have a Reamaze embeddable such as the Shoutbox with a single public email channel, the missed chat conversation will be moved to that channel. If more than one public email … Continue reading “What You Might’ve Missed #9. End of 2016 Edition!”
Your Reamaze knowledge base articles now support keyword stuffing to give your customers better search results and you more power to fine tune search curation. Stuffed keywords won’t actually be displayed to customers on the search result screen but relevant articles will show up for the defined keywords. To add stuffed keywords, simply open any … Continue reading “Keyword Search for Knowledge Base Articles”
We’ve updated your standard staff level filters to include specific status filters for conversations. This gives your staff additional controls to see their assigned conversations living under different states. The 4 major states are unresolved, archived, on-hold (conversations with an active reminder), and auto-resolved. To access these individualized filters, you need to first select a … Continue reading “Individualized Staff Level Filters”
The right rail looks a bit different today! That’s because we’ve introduced quick customer profiles to enhance the way you engage with your customers’ data. In addition to displaying the customer’s avatar, name, and email address, we’ve given you access to the 5 most recent conversations (most recent on top). To quickly access the customer’s … Continue reading “Quick Customer Profile”
Happy Monday! We just released the ability for you to grant (or remove) access to serve specific live chat channels under the “Roles and Permissions” settings page. It’s often necessary to limit certain agents from serving specific channels simply because it’s not relevant to them or they haven’t had enough training yet. To get started, … Continue reading “Permissions for Live Chat Channels”
The holidays wouldn’t be called the holidays without some surprises! We just celebrated the Thanksgiving holiday here in the United States and we’re thankful for all of your continued feedback no matter where you are. We’re also grateful for the various ways each and every one of you choose to support our team and Reamaze. … Continue reading “What You Might’ve Missed #8 + Thanksgiving Thanks!”
The Reamaze embedded contact form now supports the ability for you to set a default channel so customers who contact you can be routed properly. This is a new functionality after the ability to set your default message subject and the ability to remove the subject line altogether. Visit the Reamaze documentations page here.
Reamaze’s “Enhanced Email Template” is a mainstay of the conversational experience enjoyed by both agents and customers. This particular template below has driven millions of message since the launch of Reamaze beta back in early 2013. Straightforward and effective. Today, we are announcing a brand new “Enhanced Email Template” after many weeks of debating, designing, testing, … Continue reading “Enhanced Email Template 2.0”
We’re again excited to announce our newest integration, Clearalias, to provide you super simple HTTPS secure custom domain setup right within your Reamaze dashboard. The custom domain setting under your “Brands” panel will allow you to host your public support page at a custom domain of your choice. This is extremely beneficial if you’d like to … Continue reading “Secure Custom Domains For Your Public Site Knowledge Base”
Incoming! This is the 7th issue for “What You Might’ve Missed”. It’s quickly becoming one of our favorites as it often highlights updates we’ve been working on in the background based on your continued feedback. Here are the latest changes to your favorite Reamaze features: New conversation merge UI The conversation merge feature came online … Continue reading “What You Might’ve Missed #7”
Sometimes you just need a little assistance… It’s not unusual to be absolutely inundated by customer requests and support conversations during busy times of the year. It’s also not unusual to receive conversation requests that need no follow-up or reply. These are typically confirmation emails, no-reply emails, etc. Whatever the case, certain conversations simply need a … Continue reading “Now Powered By Reamaze Assistant”
Tagging your customer conversations is one of the most important processes to integrate into your workflow. By tagging conversations consistently you’ll start to build out a better picture of your business’ overall health and performance of your support team. The beauty with tags is that you can also integrate them into your workflow automation as … Continue reading “Updated Tags Report”
Do you have a storefront powered by Wix? Want to add the Reamaze Shoutbox to your site so you can start talking to customers beyond just email and a contact form? Reamaze is already helping thousands of small businesses engage with customers through seamless conversation experiences. The Shoutbox widget automatically switches between email, live chat, … Continue reading “Integrating Reamaze with your Wix Website”
We’re definitely on a roll lately with new updates! Hot off the press is the ability to multiple email addresses for customers. By going to the customer profile, you’ll now be able to associate as many emails as needed so you can keep track of overlapping conversations. You can also remove/edit email addresses from customer … Continue reading “Customer Email Management”
We know we know… You’ve all been waiting for this 🙂 . Conversation reminders are now available right on your Reamaze dashboard and in your conversations. You can now easily schedule a reminder to have Reamaze automatically re-open a conversation on a specific date and alert your team at the same time! When you add … Continue reading “Conversation Reminders”
