Better Conversations. Happier Customers.
How many times have you had a customer write in to inform you of a bug? How many times have you wished for the ability to log said bug directly into GitHub through your customer support solution? Reamaze now offers you the ability to do just that. It’s a great way to keep things in … Continue reading “Reamaze for GitHub”
Reamaze Livechat has landed. Over the past few months we’ve been building out a brand new dimension of the Reamaze customer service experience: real time conversations with your customers. We’re super excited to be showing it off to you today. Adding livechat to your business is a big deal. It’s an amazing sign of growth … Continue reading “Reamaze Livechat”
Yo! We’ve just updated our API briefly to give you the ability to sync up your contacts to your Reamaze Contact’s portal. Head on over to the API page here http://www.reamaze.com/api/post_contacts and use the POST end point to insert contacts data into Reamaze. As we continue to improve and enhance available features, only customer names and … Continue reading “Sync Up Contacts to Reamaze”
Did you provide good customer support? How do you know? If you haven’t already noticed, your customers can now show their appreciation for great support with a click of a button. Nothing says “Thank You” like a cyber “heart” sent your way. Like everything else in Reamaze, we’ve stripped away the clutter and boiled the … Continue reading “Appreciations”
You can now proactively screen out spam messages using Reamaze’s automatic spam filtration tool. We’ll take care of taking out the garbage for you from now on. You can turn spam filtering on by going to Settings > Channels > Your email channel. Scroll down and you should see:
Do you run a storefront or e-commerce site with Magento? Have you been searching for an integrated support solution for that storefront? We take our e-commerce users pretty seriously because we understand the need for great customer service when it comes to selling things online. That’s why we’ve partnered up with Magento Connect to give … Continue reading “Reamaze & Magento”
Happy Tuesday people! We spent the last 10 minutes trying to find a fun equivalent of “Throwback Thursday” for Tuesday. Any ideas? So far, we like “Tangy Tuesday” and “Takeoff Tuesday”. “Toasty Tuesday” would work if the sun was actually out. Anyways, we digress. We wanted to let you guys know that it’s now much … Continue reading “Google Apps Marketplace & Chrome Webstore”
Ever wish you could speed up your replies to certain customer support issues without sacrificing quality or sounding robotic? Yep, we did too. In fact, we found this “Oh I wish I can do that” to be one of the most important features for businesses with small teams. We’ve been toying around with this project … Continue reading “Workflows Beta”
We’re always looking for new ways to ease pains for small businesses. One of the pain points we hear most often is managing multiple identities in a single unified account. Small businesses are serial multi-taskers. Many of you either have other full time jobs or are running multiple small businesses. Therefore, you need a tool … Continue reading “Multi-brand for the Multi-tasker”
We’ve revamped the entire attachments module for Reamaze. A few of you found the process to be a little bit confusing and voiced your concerns. Fear not! We’ve made attachments even better than before. You’ll now find the attachments module to be much larger than before, making it easier for you to drag and drop … Continue reading “Beefier Attachments”
We’re introducing a nifty little feature to help you better manage existing conversations living in environments outside of Reamaze. Several of you have voiced a need for this in order to make keeping track of relevant conversations easier. So here it is! You can now forward a customer’s email from any inbox directly into your … Continue reading “Forwarding Emails To Reamaze”
We’re super excited to introduce another one of our internal tools to our beta users! But we before we talk about Reamaze Knowledge Base, we’d like to just do a little bragging. Specifically about the fact that we’re now nearing 300 beta companies! To be perfectly honest, this is way beyond our original expectations. A … Continue reading “Introducing Knowledge Base”
Today, Thursday the 10th, is a great day for some funny maths. How long do you need to flirt with potential customers before they become actual customers? How long do customer flirt with you after you’ve already convinced them? The answers are: as short as possible and as long as possible, respectively. What if the … Continue reading “Finding Flirtatious Lifetime Value (FLV)”
The origins of customer support always seem to be an organic one. As soon as you bring a product to market, the need for customer support becomes an essential part of doing business. The inherent nature of this phenomenon means that you have a customer support operation no matter what type of business you are. … Continue reading “Customer Support Origins”
We love responsive designs. Reamaze looks beautiful and works brilliantly whether you’re on your laptop, tablet, or phone. Take a look and let us know what you think!
Back at the startup where I used to work, everyone did customer support. Every new hire, whether bizdev, sales, pm, or engineering, spent time “manning the ship”. The idea that the company’s identity and success was crucially dependent on a ship well steered fused together a strong customer-centric culture. The idea was that by understanding … Continue reading “How To: Building Great Customer Support Cultures”
We’ve added conversation tagging to help y’all keep track of what’s important and what needs prioritization. If you log in today you should be able to select a conversation and add short tags to it. You can add as many tags as you want and each tag will be saved as a category in the … Continue reading “Pre-Beta Warm-Up: Tagging Conversations”
Part of building a great conversations management process is being able to offer outstanding customer support. Customer support is where conversations are started, discovered, promoted, and ended. It plays a crucial part of your customers’ lifecycles. From the very beginning, we wanted to build a clean and simple way for our users to 1) capture … Continue reading “Pre-Beta Warm-Up: Reamaze’s Conversations Module”
I want to share some of my experiences from talking to potential customers about trying out Reamaze. Sales have never been a strong suit for me, I’ve always thought of myself as more of a business development guy. You know, building warm and cuddly relationships with customers. It’s not uncommon for startups like us to … Continue reading “On Not Understanding the Needs of Your Customers”
Macro conversion funnels for SaaS apps usually look something like this: Visits site Signs up (either directly or through trial/free) Engages with app Pays Obviously there are numerous micro issues at play during any of these phases. It’s important to finely segment users from earlier phases of your funnel in order to capture minute nuances … Continue reading “Example segments to help you engage your users”
