Better Conversations. Happier Customers.
Incoming! This is the 7th issue for “What You Might’ve Missed”. It’s quickly becoming one of our favorites as it often highlights updates we’ve been working on in the background based on your continued feedback. Here are the latest changes to your favorite Reamaze features: New conversation merge UI The conversation merge feature came online … Continue reading “What You Might’ve Missed #7”
Sometimes you just need a little assistance… It’s not unusual to be absolutely inundated by customer requests and support conversations during busy times of the year. It’s also not unusual to receive conversation requests that need no follow-up or reply. These are typically confirmation emails, no-reply emails, etc. Whatever the case, certain conversations simply need a … Continue reading “Now Powered By Reamaze Assistant”
Tagging your customer conversations is one of the most important processes to integrate into your workflow. By tagging conversations consistently you’ll start to build out a better picture of your business’ overall health and performance of your support team. The beauty with tags is that you can also integrate them into your workflow automation as … Continue reading “Updated Tags Report”
Do you have a storefront powered by Wix? Want to add the Reamaze Shoutbox to your site so you can start talking to customers beyond just email and a contact form? Reamaze is already helping thousands of small businesses engage with customers through seamless conversation experiences. The Shoutbox widget automatically switches between email, live chat, … Continue reading “Integrating Reamaze with your Wix Website”
We’re definitely on a roll lately with new updates! Hot off the press is the ability to multiple email addresses for customers. By going to the customer profile, you’ll now be able to associate as many emails as needed so you can keep track of overlapping conversations. You can also remove/edit email addresses from customer … Continue reading “Customer Email Management”
We know we know… You’ve all been waiting for this 🙂 . Conversation reminders are now available right on your Reamaze dashboard and in your conversations. You can now easily schedule a reminder to have Reamaze automatically re-open a conversation on a specific date and alert your team at the same time! When you add … Continue reading “Conversation Reminders”
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”
