Better Conversations. Happier Customers.
Our core mission at Re:amaze is to help eCommerce merchants of all shapes and sizes communicate with customers and deliver better engagement across their sales and support experiences. An important part of creating a customer journey that scales for success is optimizing for experiences that occur and flourish on social media platforms such as Facebook. … Continue reading “Messenger API for Instagram Now Available”
There is now an option to merge contacts with an advanced UI modal across the Contacts menu as well as within individual conversations. The merge contacts modal makes contact merging suggestions based on customer’s name and also allows you to search for a customer if it’s not suggested. A preview of the merged contact is shown and you can choose … Continue reading “Merging Contacts In Re:amaze Just Got Easier!”
We’ve updated your individual staff reports to offer more visibility into daily and hourly productivity! If your Re:amaze account plan currently supports individual staff reports, you may now access the updated reports and scrolling down further until you see “Response times by Date” and “Response time by Day/Hour” graphs. The trend graph gives you insights … Continue reading “New Graphs For Re:amaze Individual Staff Reports”
Testing your custom chatbot’s experience is now easier than ever. For custom chatbots such as Cue Bots and Workflow Bots, it may be difficult to test the experience through a customer’s perspective directly from the builder. You can now click on the “Preview” pop-out to experience what your customers will experience for the custom chatbot … Continue reading “Preview Your Custom Chatbots”
We’ve made it easier for you and your team to review customers’ satisfaction ratings and feedback comments directly inside conversations. When customers receive satisfaction surveys from your team and leave ratings and/or a feedback comments, Re:amaze will now display the specific rating and comment inside the conversation that the satisfaction survey was sent for. Your … Continue reading “See Satisfaction Ratings and Read Customer Feedback Directly In Re:amaze Conversations!”
We’ve updated the integration between Re:amaze and Slack! This latest update allows channel mapping between Re:amaze conversational channels such as email, SMS, social, etc. and your channels on Slack! These 1:1 mappings also have their own Slack Notification preferences. For reference, the previous behavior had Re:amaze Channels mapped to a single Slack Channel, with the Slack Notification preferences … Continue reading “Re:amaze and Slack Just Got Better Together!”
You can now create custom fields for phone numbers in Re:amaze chat widgets and contact forms that will automatically add the customer’s phone number to their Re:amaze customer profile! To get started, create a new chat widget/contact form or edit an existing one. On the custom fields creation step, add a field for requesting the customer’s … Continue reading “Phone Number Custom Field Now Supports Automatic Profile Updates”
If you’re currently using the FAQ feature in Re:amaze you might have noticed that the “Contact Us” link at the bottom of the FAQ is only accessble on the Topics menu. The latest update to the FAQ feature in Re:amaze will now support showing the “Contact Us” option on every article page. Customers will simply need … Continue reading “Your FAQ Articles Now Show Individual “Contact Us” Links”
Re:amaze Video Calls is now available for customers on mobile devices! It’s not uncommon for customer to ask for help and support while browsing your mobile site. We’re now making it easier than ever for you to chat with customers and initiate a video call with them! While customers cannot actively request a video call … Continue reading “Customers Can Now Take Your Re:amaze Video Call Requests On Their Mobile Devices”
You can now create and update your Cues that prompt a customer to start a Classic Chat with a support staff via the entire department! Previously, when you created a Cue rule for determining if staff members were available for Classic Chat, this would apply to any or all of your staff members with Classic … Continue reading “New Cue Rule For Departmental Availability Via Classic Chat”
You can now add your brand logo and/or brand avatar to your Re:amaze brand to better portray your identity! Brand logos and avatars can be used across the Re:amaze ecosystem to easily make sure features such as your Re:amaze chat widget, FAQ, or Cues are on brand. Uploading a brand logo and avatar is easy! … Continue reading “Introducing Brand Logos and Avatars”
We’re excited to introduce a brand new feature to the Re:amaze family! Say hello to Video Calls! As businesses conduct more sales, support, and customer engagement online, being able to talk to customers face-to-face and in real time has become more important than ever before. And while live chat is a great medium for customer … Continue reading “Introducing Re:amaze Video Calls”
We’ve added a brand new embeddable to Re:amaze’s suite of website integrations! Introducing Push Prompts! If you’ve been using Re:amaze Push Campaigns, you know how important it is to build up an audience. Prior to Push Prompts, we’ve advised you to create a Cue in order to ask customers if they would like to receive … Continue reading “Introducing Embeddable Re:amaze Push Notification Prompts”
You can now archive unused response templates in your Re:amaze account by clicking on the “Archive” button. Unused and archived response templates may also be disregarded in response template reporting. Archived response templates may also be unarchived and their visibility during conversations restored. To archive a response template, go to Settings and click on “Response … Continue reading “Archive Response Templates”
You now have the ability to add Shopify product links when you choose to reply to customers privately via Messenger where the original customer message was a public comment on one of your Facebook posts! It’s not uncommon for customers to comment on your public posts and ask questions related to a product you sell. … Continue reading “Insert Shopify Products With Facebook Private Replies”
A small update for Instagram and Re:amaze! You can now hide public comments on imported Instagram comments directly in Re:amaze. To try this, open any Instagram conversation and click on the three dots in the conversation metadata section. Select “Hide” to hide the comment publicly! Most of you are probably also interested in when we … Continue reading “Re:amaze’s Instagram Integration Now Supports Hiding Comments (Moderation)”
If you’re currently using WooCommerce with Re:amaze, you’ll be glad to know that we now support the import of Metadata on orders placed through the WooCommerce platform. Meta Data can include a wide variety of data points that are unique to your business and attributes you hope to track at the customer and order level. … Continue reading “Re:amaze Now Supports WooCommerce Meta Data On Order Information”
As the title says, Re:amaze is now able to import comments on Facebook Dynamic Posts, which are posts generated from Facebook Dynamic Ads. To learn more about Dynamic Ads, click here. If you currently have Facebook Pages connected to Re:amaze and have opted into syncing comments on Promotable Posts, there’s nothing you need to do. … Continue reading “Re:amaze Now Supports Comment Imports For Facebook Dynamic Posts”
We’re extremely excited to announce a brand new integration between Returnly and Re:amaze! Returnly is one of the leading returns and exchanged platform built for modern eCommerce businesses. Use Returnly to offer seamless and painless return and exchange experiences with features such as instant exchanges, credits, green returns, return tracking, real time updates, detailed analytics and … Continue reading “Re:amaze Now Integrates With Returnly!”
You can now hide and/or unhide comments on your Instagram post comments and Instagram Ads comments directly on Re:amaze! To hide or unhide a comment, open any Instagram conversation and look for the ” … ” underneath the customer’s comment. Click either “Hide” or “Unhide” to moderate the comment. Enjoy!
