{"id":6871,"date":"2025-06-24T09:48:29","date_gmt":"2025-06-24T16:48:29","guid":{"rendered":"https:\/\/www.reamaze.com\/blog\/?p=6871"},"modified":"2025-06-24T09:49:22","modified_gmt":"2025-06-24T16:49:22","slug":"reamaze-support-features","status":"publish","type":"post","link":"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/","title":{"rendered":"5 Re:amaze Support Features You Might Be Overlooking"},"content":{"rendered":"\n<p>You&#8217;ve already integrated <a href=\"https:\/\/www.reamaze.com\/\">Re:amaze<\/a> to manage your customer conversations, but what if we told you there&#8217;s even more power hidden within your helpdesk? Some businesses leverage the basics, yet frequently miss out on key Re:amaze support features designed to transform how you connect with customers and empower your team. We&#8217;ve compiled several often-underused features that can unlock significant gains in productivity and overall customer satisfaction. Let&#8217;s dive in and discover how to maximize your Re:amaze experience.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">FAQs: Get More Out of Your Knowledge Base<\/h3>\n\n\n\n<p>Your <a href=\"https:\/\/support.reamaze.com\/kb\/internal-team-productivity\/creating-your-knowledge-base-slash-faq\">FAQ<\/a> is more than a support resource\u2014it\u2019s the heartbeat of great customer service. When it\u2019s kept organized and up to date, it empowers customers to help themselves, speeds up response times for your team, and actually makes your AI smarter.<\/p>\n\n\n\n<p>Re:amaze supports three types of help articles:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Published:<\/strong> Visible on your public help center. These are the go-to for self-service.<\/li>\n\n\n\n<li><strong>Unlisted:<\/strong> Not browsable but shareable via direct link. Perfect for niche topics or seasonal policies.<\/li>\n\n\n\n<li><strong>Internal:<\/strong> Only visible to your team. Great for things like return exceptions, troubleshooting flows, or messaging guidelines.<\/li>\n<\/ul>\n\n\n\n<p>Together, these create a single source of truth for your entire team. Need to link a customer to a step-by-step guide? It\u2019s already written. Need to double-check a policy before replying? It\u2019s documented.<\/p>\n\n\n\n<p>And here\u2019s where it gets even more powerful: your AI FAQ Bot uses your published and unlisted articles to answer customer questions automatically. The more thorough and well-written your content is, the better your bot performs. It won\u2019t pull from internal articles, but that just makes those even more important for agent workflows.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> A strong FAQ system doesn\u2019t just lighten your support volume. It gives your team quick access to answers and makes your AI more accurate. If you&#8217;re looking to improve response times and scale support without sacrificing quality, this is the place to start.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Intents: Automatically Understand and Route Conversations<\/strong><\/h3>\n\n\n\n<p>Manually tagging and routing conversations is one of the most repetitive tasks in support. It eats up valuable time and slows down first response times. Unlike simple keyword matching, <a href=\"https:\/\/support.reamaze.com\/kb\/automation\/re-amaze-intents\">Intents<\/a> rely on AI to identify the purpose behind a message. Whether a customer says \u201cWhere\u2019s my order?\u201d or \u201cI never got my package,\u201d Re:amaze can detect that it\u2019s a shipping-related inquiry and respond accordingly.<\/p>\n\n\n\n<p>Here\u2019s what Intents can do:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Tag<\/strong> conversations based on detected intent<\/li>\n\n\n\n<li><strong>Assign<\/strong> them to the right team or agent<\/li>\n\n\n\n<li><strong>Trigger<\/strong> workflows like auto-replies, escalations, or follow-ups<\/li>\n<\/ul>\n\n\n\n<p>Intents are customizable, too. You can define which actions should be taken for each type of intent\u2014like tagging a message as a \u201cRefund Request\u201d and sending it directly to your billing team.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> Intents take the guesswork out of routing and let your team focus on solving problems instead of sorting through messages. They help you move faster, respond more accurately, and build a better support experience at scale.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>AI Settings: Fine-Tune How Your AI Responds<\/strong><\/h3>\n\n\n\n<p>This is where you decide how your AI tools behave\u2014from how the FAQ Bot responds, to what tone it uses, to whether it includes article links or keeps answers short and conversational. You can adjust these settings at any time to match your brand voice and support goals.<\/p>\n\n\n\n<p>Here\u2019s what you can customize:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Response tone<\/strong> (e.g., professional, friendly, casual)<\/li>\n\n\n\n<li><strong>Answer format<\/strong> (brief replies vs. detailed explanations)<\/li>\n\n\n\n<li><strong>Link behavior<\/strong> (include knowledge base links or keep it text-only)<\/li>\n\n\n\n<li><strong>Confidence level<\/strong> (how certain the AI needs to be before replying)<\/li>\n\n\n\n<li><strong>Article visibility<\/strong> (choose whether to include unlisted content)<\/li>\n<\/ul>\n\n\n\n<p>You can even add a Custom Prompt Input\u2014a flexible field that guides how the AI thinks. Want answers to include product names? Avoid upselling language? Stick to certain policies? Just write it in.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> The AI Settings page helps you fine-tune automation so it works like an extension of your team\u2014not a generic chatbot. The more closely it reflects your support style, the more helpful and on-brand every reply will be.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>Cues: Offer Help at the Right Moment<\/strong><\/h3>\n\n\n\n<p>Sometimes the best support is the kind you don\u2019t wait for. <a href=\"https:\/\/support.reamaze.com\/kb\/website-integrations\/cues\">Cues<\/a> let you proactively reach out to customers based on what they\u2019re doing on your site\u2014before they even ask for help.<\/p>\n\n\n\n<p>You can trigger a Cue to appear when someone visits a specific page, spends a certain amount of time browsing, or performs key actions like viewing their cart or pausing on a pricing page. Whether it\u2019s offering guidance, answering FAQs, or nudging toward checkout, Cues help you show up at the right moment.<\/p>\n\n\n\n<p>Cues can display:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Custom messages<\/strong> like \u201cNeed help choosing a plan?\u201d<\/li>\n\n\n\n<li><strong>Knowledge base articles<\/strong> relevant to the page<\/li>\n\n\n\n<li><strong>Calls to action<\/strong> like chat prompts, links, or buttons<\/li>\n\n\n\n<li><strong>Contact forms<\/strong> to start a conversation instantly<\/li>\n<\/ul>\n\n\n\n<p>They\u2019re easy to set up, flexible to manage, and work great for onboarding flows, support prompts, or even light-touch marketing.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> Cues turn your website into a support-aware experience. Instead of waiting for customers to reach out, you meet them where they are\u2014with the right info at the right time.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Customer Satisfaction Surveys: Collect Feedback for Improvement<\/h2>\n\n\n\n<p>Every solved conversation is an opportunity to learn\u2014and that\u2019s where <a href=\"https:\/\/support.reamaze.com\/kb\/internal-team-productivity\/satisfaction-surveys\">CSAT surveys<\/a> come in. Re:amaze makes it easy to collect quick, actionable feedback right after a conversation ends.<\/p>\n\n\n\n<p>You can automatically prompt customers to rate their experience using a simple 2-point scale (\u201cGood\u201d or \u201cBad\u201d), and optionally leave a comment. It\u2019s short, frictionless, and surprisingly insightful.<\/p>\n\n\n\n<p>Here\u2019s what you can do with CSAT in Re:amaze:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Trigger surveys<\/strong> automatically after a conversation is marked as \u201cResolved\u201d<\/li>\n\n\n\n<li><strong>Customize the wording<\/strong> to match your brand voice<\/li>\n\n\n\n<li><strong>Review scores and comments<\/strong> in the dashboard or export them for deeper analysis<\/li>\n\n\n\n<li><strong>Track individual agent performance<\/strong> over time<\/li>\n<\/ul>\n\n\n\n<p>CSAT scores help you understand what\u2019s working, where things are falling short, and how your team is doing on the front lines of customer experience.<\/p>\n\n\n\n<p><strong>Why it matters:<\/strong> CSAT gives you a direct line to your customers\u2019 real opinions. Use it to recognize great work, spot friction points, and keep improving the way you support.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Unlocking Your Full Support Potential<\/h3>\n\n\n\n<p>Moving beyond basic customer service involves fully leveraging the tools at your disposal. By implementing these often-underutilized Re:amaze features, you\u2019re not just optimizing daily tasks; you\u2019re building a more intelligent and customer-centric support experience. Dive into your Re:amaze settings today and discover the power waiting to transform your customer service and drive meaningful growth.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>You&#8217;ve already integrated Re:amaze to manage your customer conversations, but what if we told you there&#8217;s even more power hidden within your helpdesk? Some businesses leverage the basics, yet frequently miss out on key Re:amaze support features designed to transform how you connect with customers and empower your team. We&#8217;ve compiled several often-underused features that &hellip; <a href=\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;5 Re:amaze Support Features You Might Be Overlooking&#8221;<\/span><\/a><\/p>\n","protected":false},"author":8,"featured_media":6874,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[181],"tags":[],"class_list":["post-6871","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-insights"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>5 Re:amaze Support Features You Might Be Overlooking - Re:amaze Blog<\/title>\n<meta name=\"description\" content=\"Discover 5 Re:amaze support features you may not be using that can improve self-service, speed up replies, and enhance your AI tools.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"5 Re:amaze Support Features You Might Be Overlooking - Re:amaze Blog\" \/>\n<meta property=\"og:description\" content=\"Discover 5 Re:amaze support features you may not be using that can improve self-service, speed up replies, and enhance your AI tools.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\" \/>\n<meta property=\"og:site_name\" content=\"Re:amaze Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/reamaze\" \/>\n<meta property=\"article:published_time\" content=\"2025-06-24T16:48:29+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-24T16:49:22+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2025\/06\/Slide1-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"720\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Holland Rocha\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@reamaze\" \/>\n<meta name=\"twitter:site\" content=\"@reamaze\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Holland Rocha\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\"},\"author\":{\"name\":\"Holland Rocha\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/#\/schema\/person\/401eabdddc17e20c2d33c1165a9ea391\"},\"headline\":\"5 Re:amaze Support Features You Might Be Overlooking\",\"datePublished\":\"2025-06-24T16:48:29+00:00\",\"dateModified\":\"2025-06-24T16:49:22+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\"},\"wordCount\":1099,\"publisher\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/blog.reamaze.com\/wp-content\/uploads\/2025\/06\/Slide1-2.jpg\",\"articleSection\":[\"Insights\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\",\"url\":\"https:\/\/www.reamaze.com\/blog\/reamaze-support-features\/\",\"name\":\"5 Re:amaze Support Features You Might Be Overlooking - 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