Better Conversations. Happier Customers.
For teams that leave a lot of internal notes among teammates it’s often difficult to scroll though hundreds of potential customer messages, staff messages, and internal notes just to find one specific note. We’re introducing a new filter in conversations to help you more easily sort through your internal notes. By turning off customer messages … Continue reading “New Internal Notes Filter For Re:amaze Conversations”
There is now a brand new Overviews Report in Re:amaze Reporting to help you gain insights into how your team is performing. The Overviews Report is accompanied by graphs with hover-over and scroll-over capabilities to help you better visualize your data as well. Some of the new metrics included in the Overviews Report include: Volume … Continue reading “New Re:amaze Overview Report Helps Highlight Core Performance Statistics”
You may now block specific users from sending messages, unsubscribe specific users from receiving satisfaction surveys, and also unsubscribe specific users from receiving autoresponders. These controls are now accessible within your contacts’ profiles.
Everyone loves attachments! When supporting customers it’s not uncommon for customers to send you screenshots and vice versa. When a conversations span many days or even weeks, these attachments can get lost in the shuffle and become very difficult to find. We’ve decided to make this process easier for you by adding an Attachments Viewer … Continue reading “New Attachments Viewer For Re:amaze Conversations”
Creating Duplicate Orders You can now create a duplicate order for customers directly in Re:amaze when using the Shopify integration. This latest update will allow you to duplicate an existing customer order. On each order, click the gear icon, and the ‘Duplicate order’ link. This should pre-populate the Draft Order with the same details from the order it’s being … Continue reading “Re:amaze & Shopify Integration Update: Duplicate Orders and Items-In-Cart Rule”
A new set of graphs is now available for all Re:amaze Reports!
We’re ready to show you the next evolutionary cycle of Re:amaze Chatbots: Custom Chatbots! Keep in mind that Custom Chatbots is currently in Beta. This means we welcome all feedback and input into how this feature can be further improved, changed, and updated. Please send us your feedback! For those of you that have worked … Continue reading “Introducing Re:amaze Custom Chatbots (Beta)”
We’re super excited to announce the newest member of the Re:amaze product family: Re:amaze Status Page! What is a status page? A status page is a public facing website that helps your customer visualize your business’s performance uptime, scheduled maintenance events, unforeseen issues impacting logistics, or even bug reports and their resolution progress. Why is … Continue reading “Introducing Re:amaze Status Page”
Know that “New Message” button in your Re:amaze dashboard used to start new customer conversations? You can now access that same menu wherever you see a customer profile! This update makes it easier for you to start a new conversation with a customer or when you need to log a new message in a customer … Continue reading “Start New Customer Conversation More Easily!”
Shave a few seconds off your daily workflow by allowing Re:amaze to automatically insert a greeting when you reply to customers. You can find the new greeting prefix feature in each email channel’s settings menu. In the example below, the greeting prefix has been set to “Hi {{ customer.friendly_name }}. This means that whenever you’re … Continue reading “Customer Reply Greeting Prefix Now Available”
Personal response templates are designed to allow your agents the freedom and flexibility to create their own most frequently used replies. However, certain types of businesses require that all response templates used to be strictly controlled and proofed. This new permission setting will allow business admins or managers to control whether or not staff members are … Continue reading “New Permission Setting To Allow Or Disallow Personal Response Templates”
Setting Re:amaze FAQ statuses is now easier than ever before with the new bulk “Change Status” feature. You no longer have to open up each article just to change the status from internal or draft mode to “Published”. Simply check off multiple FAQ articles from the main articles interface and click on the “Chat Status” button up above.
You can now customize the call to action button in your Re:amaze Chat widgets for when your team is out of office. Here’s a quick example: When you’re in office, display the chat prompt as “Chat Now” When you’re out of office, display the chat prompt as “Leave a Message” To set this up, head … Continue reading “Customize Your Re:amaze Out Of Office Chat Prompt”
You can now create Re:amaze Cues that target customers depending on their device type! Send automated messages to customers with unique messaging for desktop users vs. mobile users. To try this or to update your existing Cues, go to Re:amaze Settings > Website Integrations > Cues > Edit!
We have a new update for Workflows that is now live! There is now a new Workflow Trigger for “Customer Conversation Count”. This allows you to target conversations from a customer with a certain number of total conversations or total unresolved conversations. Example Use Case: If a particular contact has contacted you over 100 times, … Continue reading “Re:amaze Workflows Update With More Trigger Conditions”
In your Re:amaze account settings under “Customization”, you’ll find a new option to turn on (or off) called “Unresolved Indicator”. When checked, Re:amaze will display a red dot in the browser tab of the current Re:amaze filter you’re viewing indicating existing unresolved conversations.
Re:amaze Satisfaction Surveys allow you to automatically send a survey to customers once their question has been resolved. However, when a particular customer writes in multiple times through different threads, these satisfaction surveys can become overwhelming. You can now set a wait time for satisfaction surveys so customer who have written in multiple times don’t … Continue reading “Set Satisfaction Survey Delays For Messages From The Same Customer”
You can now elect to receive push notifications from the Re:amaze team regarding new feature updates! We recommend leaving this on so you don’t miss important updates and new features that may benefit your daily workflow. However, if you don’t want to receive updates on a regular basis, you can elect to opt out of … Continue reading “Opt-In For Re:amaze Feature Updates”
By default, when you delete a contact from your Re:amaze account, the contact’s messages will remain intact so you can always search for it. The name of the contact will be removed from the messages and replaced with “Someone”. This latest update to the contact deletion process includes the ability for you to also remove … Continue reading “Delete Contact and Contact History Update”
You can now use quotation marks (” and “) to have Re:amaze search for exact phrase matches! This update makes it much easier for you to search for exact customer messages as you remember them. In case you don’t remember the exact phrase, we still recommend using fuzzy search to allow Re:amaze to search for … Continue reading “Advanced Search Update For Re:amaze”
