Better Conversations. Happier Customers.
It’s no secret that the best quality content should be on your website. This is where optimizing any area on your website should be in your best interest. We are so happy to announce that you now can add Banner Images to Articles! Images are so advantageous for you to have for your customers in … Continue reading “You Can Now Add Banner Images to Article Topics and Articles”
We are excited to announce that you can now switch customer contacts for conversations using phone numbers. This means if a customer writes in with an email address, you can now put their phone number in place of the contact and vice versa. This feature will help reduce the amount of contact-management issues for your … Continue reading “Switch Customer Contacts for Conversations Using Phone Numbers”
We’re excited to announce our newest feature that allows your notification email and login email to now be separate addresses! This means you can add an email address specifically for notifications (e.g. billing@yourcompany.com) and another email address for logging in to Re:amaze (e.g. support@yourcompany.com). You no longer have to use the same email address for … Continue reading “Re:amaze Customers Can Now Have a Separate Notification Email”
You can now create a ‘Display Name’ that will be shown to your customers for security/privacy purposes with Re:amaze! We understand how essential it is for your support agents and yourself to have some solitude. That’s why we included the option of distinguishing a display name from your profile name identification. This will help keep you … Continue reading “Re:amaze Adds Display Names to Keep Your Privacy Protected!”
We’re pleased to announce that you may now filter Staff User Comparison Reports by Department! This is feature will be extremely useful for highlighting an individual’s and the team’s strengths and weaknesses. You’ll quickly be able to evaluate how your employees perform in various departments. This will enhance reporting overall and assist staff when giving … Continue reading “Department Filter Now Available on Staff User Comparison Reports”
Today we are excited to announce the release of downloadable attachments for articles in Re:amaze! This new feature allows you to add files that your customers can download directly from the article. This is a great way to provide more context for customers who are looking at your FAQ, Orders, and other types of articles. This … Continue reading “Add Downloadable Attachments to Articles in Re:amaze”
We are excited to announce that we have released a new update that will allow you to select the default bots (Hello/FAQ/Order) for ‘Bot Executed’ triggers in automated workflows. This is a great addition for businesses that want to provide customer support. By allowing you to select the default bots, we are making it easier … Continue reading “Create Workflows Around Default Bots (Hello Bot, FAQ Bot, Order Bot)”
Re:amaze now offers the ability to show or hide the “Bot Override” option for custom chatbots. For Re:amaze users with advanced chatbots that require a customer to stay engaged, we highly recommend unchecking this option so customers cannot skip and “Talk to a Human” at each and every step. As you can see in the screenshot … Continue reading “Option To Hide “Talk To A Human” For Custom Chatbots”
We are proud to reveal the latest update to Re:amaze Satisfaction Surveys! If you have enabled Satisfaction Surveys you are now able to choose between three template types; Smileys (default), Stars, and Descriptive. Enabling Satisfaction Surveys is a great way to collect feedback from your customers once a conversation is over, and with 3 different templates to pick … Continue reading “You Can Now Choose From 3 Different Satisfaction Survey Templates!”
We’re excited to announce a brand new update to Re:amaze Advanced Search! Available starting today, Advanced Search also now supports Multi-Channel searching. If you’ve ever encountered a conversation with a customer but can’t remember which channel that conversation took place in (Instagram, Facebook, Email, Chat, etc.), you can now search in multiple channels in one combined query. Searching channels … Continue reading “Multi-Channel Search Now Available In Advanced Search”
We’ve made a significant update to how Reminders work in Re:amaze to help reduce confusion and increase customizability. You can now add reminders to Re:amaze conversations and easily edit an existing reminder or clear/reset the reminder if it’s no longer needed. Additionally, you can make these changes to conversations in bulk. If you need to … Continue reading “Updates to Re:amaze Reminders (Now Customizable!)”
We’re excited to announce that you can now upload and embed images directly in Re:amaze FAQ articles! This feature has been highly requested and it is now available to all Re:amaze users starting today. Re:amaze FAQ articles have always supported image embedding but the images themselves had to be uploaded and hosted in 3rd party … Continue reading “Re:amaze FAQ Now Supports Image Upload and Embedding”
You can now pin important internal notes to the top of conversations! Pinned internal notes remain visible to all staff members and will scroll with you as you navigate through the thread. It’s important to note that only one internal note can be pinned at a time. If you would like to pin a different note, … Continue reading “Pin Important Internal Notes To The Top”
Tired of seeing detailed bot responses as the step title for your custom chatbots? You can now give each step a custom title to keep your custom chatbot’s flow chart clean and easy to access! In the example below, the highlighted step is displayed as the message body for the bot response. This can become … Continue reading “Step Titles For Custom Chatbots”
We’ve added a brand new personal filter to help you navigate to and find conversations that contain internal notes addressed to you! Internal notes are an important part of getting work done. When your teammates need you, the easiest thing to do is to add an internal note and address it to you. However, these … Continue reading “A New Mentioned Filter To Help You Find Internal Notes!”
You can now find an updated Chatbot Report in your Re:amaze Reports tab! The updated Chatbot Report will show you important chatbot metrics such as: How many times bots were triggered The participation rate for bots within conversations The resolution rate for bots The escalation rate for bots A new bar chart As chatbot usage … Continue reading “Updated Chatbot Report”
Knowing whether your FAQ content is helpful (or not) can be an immense help for businesses that rely on the FAQ to provide up to date guidance for customers. A helpful article can benefit from additional polish while unhelpful articles can be updated promptly to provide the value that was originally intended. Allowing your customers … Continue reading “Introducing FAQ Article Feedback Voting!”
If you have multiple Shopify stores connected to your Re:amaze account and have a customer that has shopped with more than one store, you can now view that customer’s order data within any conversation! Re:amaze now supports the ability to check for customer orders across any store within the Shopify data module. Simply look for … Continue reading “Browse Shopify Customer Orders Across Multiple Stores”
We’re excited today to announce that, in partnership with Shopify, Re:amaze is now officially recognized as an app service provider for the Plus Certified App Program! Shopify Plus is a commerce platform of choice for high-GMV and high-growth merchants who need a professional and customizable solution to scale their business. The Partner Program expands on … Continue reading “Re:amaze Now A Shopify Plus Certified App Partner!”
Great news! You can now create stylized custom chatbot messages using the new WYSIWYG editor within the Re:amaze bot builder interface. For existing custom chatbots, simply edit the bot and update any existing messages. Add stylizations such as bold, italics, hyperlinks, lists, and much more! For those of you creating new chatbot steps and messages, … Continue reading “WYSIWYG Editor For Re:amaze Custom Chatbots”
