Better Conversations. Happier Customers.
Howdy! If you’ve been using Reamaze’s awesome internal notes feature to forward conversation messages to third parties you should be excited to know that we’ve updated the conversation panel with a dedicated forwarding tab to enhance the experience. As always, forwarding a message to a third party ensures the conversation stays properly threaded and private. … Continue reading “Forwarding Conversation Messages”
We’ve been getting lots of questions lately about: “Do you integrate with ABC app?” “How do I connect my XYZ app with Reamaze?” So we thought, why not do a watch and learn on how Zapier can help with connecting ABC and XYZ to Reamaze? We offer many 3rd party app integrations (more coming!) but with the … Continue reading “Watch and Learn – Zapier and Reamaze”
We’ve just introduced staff level reporting for Reamaze. For those of you that need an extra level of insight into individual staff performance, this is for you! New staff reports include 3 at-a-glance sections that refresh based on the filter applied at the top. These include key metrics like the number of responses, average thread … Continue reading “Staff Agent Level Reporting”
Issue #6! There are some new updates in your Reamaze dashboard based on your feedback. Let’s go through a few of them 🙂 New Reporting Features Reamaze reports now feature new graph UI along with legends and clearly labeled y-axis for easier navigation and comparison metrics. A new channel filter for live chat now shows metrics … Continue reading “What You Might’ve Missed #6”
Reamaze is now sporting new colors! Colors are a funny thing. They evolve over time. They influence features and features influence them right back. It’s a continuum of excitement, a grab bag of ooohs and ahhhs. In the past few years, we’ve leaned on specific colors and palettes to guide the UI. Reamaze was originally green, then … Continue reading “New Shoes!”
Okay it’s official… We’re moving to Medium! If you’ve been following our blog for the past few years and enjoy the content we put out, you’ll be glad to know that we’re consolidating all non-product related thoughts, ideas, and rants into a platform that’s designed for consumption. “Better than sure” is our new publication that … Continue reading “We’re Moving to Medium!”
We know many of you have been waiting for this feature for a while and we’re stoked to finally make it available. Your Facebook conversations through Reamaze now supports proper threading! If you’re used to the Facebook UI for responding in-line as a new comment or reply to a specific customer reply, then you’ll find … Continue reading “Facebook Threaded Replies. Done Right.”
You spoke and we listened. The brand new Shoutbox and Lightbox experience has landed! Both embeddable support widgets now support a taller default view, larger and more legible fonts, more informative user experiences, and updated Widget Builders. We’ve given you the ability to augment the existing Shoutbox trigger to include a proactive prompt that can be customized easily. There’s … Continue reading “Reamaze Embeddables Update”
Few product announcements can create excitement of impressive magnitude. After months of development work, QA, and internal testing, we’re finally ready to make an announcement of aforementioned magnitude. Instagram. More specifically, we’re talking about Instagram and Reamaze. Together, under one roof, alongside other social support channels like Twitter and Facebook. The Reamaze helpdesk platform’s core … Continue reading “Instagram and Reamaze [mic-drop]”
You can now leverage Reamaze’s powerful API to proactively engage with customers through the existing Lightbox widget programmatically. Triggering the Lightbox widget based on certain conditions and business rules will give customers the opportunity to either contact you or read a relevant and contextual KB article, further bolstering engagement and potentially increasing site conversions. The … Continue reading “Reamaze Engagement”
Reamaze response templates just got a nice facelift thanks to some great customer feedback! Last week we announced the ability to group your response templates for all your brands rather than just one brand. Now when you click on the “Insert Response Template” button, instead of a dropdown menu for scrolling through the entries, you … Continue reading “Updated Response Templates (Macros)”
If you tag conversations in Reamaze and see the value it provides in other features like workflows and custom contact forms then you’ll definitely be happy to hear that we’ve added another report to the list. Reporting is an important part of understanding not only your customers’ behavior but also the performance of your team. … Continue reading “New Tags Report”
Do you like Workflows? Do you like Autoresponders? How would you like it if we combined the two? For example, you can now run workflows based on a specific time frame for which you received a conversation. This little addition expands the flexibility of your automation processes significantly because you can now filter out conversations … Continue reading “Quick Update: Time Based Workflows”
Reamaze’s embedded contact form has always been a household favorite. Over the past few months we’ve continued to tweak the embedded form to match your feedback and needs. Things such as invisible CAPTCHAs, hidden fields, etc. Even since the Widget Builder was released adding an embedded form has never been easier. One of the most important … Continue reading “Expanded Embedded Contact Form”
We’ve released Roles and Permissions! This has been a long-awaited feature request but we wanted to make sure it had all its wrinkles ironed out before showing it off. If you run Reamaze with multiple channels, brands, and most importantly staff members, you’ll find Roles and Permissions to be a welcome addition to managing everything … Continue reading “Roles and Permissions”
Some of our most loyal customers are feedback machines! We often receive consecutive emails with feedback on how to improve our product. And then we thought, why don’t we merge these emails into a consistent thread to make sure we don’t lose track of their thoughts? The ability to merge various coinciding conversations is crucial … Continue reading “Merging Conversations in Reamaze”
Reamaze Custom Module has been available to select partners for a short while now. Today we’re happy to announce that it will be publicly available through our developer portal! The iFrame-based Custom Module gives you the ability to add any dynamic web content you want to ther conversation view’s right rail. For example, you may … Continue reading “Reamaze Custom Module”
We’re constantly thinking about how to make things easier for you. That’s why, today, we’re introducing an ever-so-simple DIY builder for our beloved embeddable widgets. We understand that not all of you are code savvy. All that tweaking and trial and error can get ever so tedious. In some ways, it might have even prevented you from deploying … Continue reading “The Reamaze Widget Builder”
Four customers asking you the same questions? Response templates not fast enough? Workflows is too overkill? Fear not! Bulk replies is now available to help you navigate these one-off situations where you need to fire off a reply to multiple conversations. We’re pretty excited to announce bulk replies not only because it makes sense for … Continue reading “Feature Update: Bulk Reply”
You read that right. We’re definitely on a roll recently and we think it’s a great start for 2015. You can now connect your beloved MailChimp account to Reamaze so you’ll never lose sight of a 5-star customer! This simple integration will allow you to see which lists a customer is subscribed to, their star rating, … Continue reading “Reamaze for MailChimp”
