Reamaze

A shared helpdesk for online stores

The company writes its name Re:amaze, and the product is a customer service platform delivered over the web for online businesses and ecommerce. It pairs a shared inbox with live chat and a help center, so a support team can handle email, chat, video calls, social media messages, SMS, VoIP and push notification conversations in a single view. The company says it was built for high scalability.

Working the inbox as a team

Teammates collaborate with assignments, notes and shared views. Machine learning helps automate common tasks, and macros can be written in natural language so that messages are not missed. Businesses that run several storefronts or websites can manage the conversations from all of them in one place, whether they have one or a hundred. Reporting, satisfaction surveys and workflow management tools round out the team side, and mobile apps for iOS and Android deliver push notifications for direct messages.

Chat that engages visitors

The live chat can send automated and targeted messages, called Cues, chat in real time, show office hours to set expectations and use chatbots for common questions. Agents can preview a customer's message as they type and use a feature called Peek to co-browse. Staff also see browsing activity, shopping data and geolocation, plus custom profile data and information pulled from third-party apps or from a company's own backend through an SDK.

Help center and AI

An FAQ can be published as a branded help site on a domain of the company's choosing, embedded in an existing website, shown inside chat, or used to feed the chatbots. The current site adds AI features: suggested replies, drafting and summaries of long conversations, suggested FAQs and article drafts, and an AI agent in beta that can be trained on a business's own details to answer around the clock. It also describes incident and outage alerts to keep customers informed, and push notification campaigns for re-engagement, with connections to the apps a team already uses.