Better Conversations. Happier Customers.
You can now create Re:amaze Cues that target customers depending on their device type! Send automated messages to customers with unique messaging for desktop users vs. mobile users. To try this or to update your existing Cues, go to Re:amaze Settings > Website Integrations > Cues > Edit!
We have a new update for Workflows that is now live! There is now a new Workflow Trigger for “Customer Conversation Count”. This allows you to target conversations from a customer with a certain number of total conversations or total unresolved conversations. Example Use Case: If a particular contact has contacted you over 100 times, … Continue reading “Re:amaze Workflows Update With More Trigger Conditions”
In your Re:amaze account settings under “Customization”, you’ll find a new option to turn on (or off) called “Unresolved Indicator”. When checked, Re:amaze will display a red dot in the browser tab of the current Re:amaze filter you’re viewing indicating existing unresolved conversations.
Re:amaze Satisfaction Surveys allow you to automatically send a survey to customers once their question has been resolved. However, when a particular customer writes in multiple times through different threads, these satisfaction surveys can become overwhelming. You can now set a wait time for satisfaction surveys so customer who have written in multiple times don’t … Continue reading “Set Satisfaction Survey Delays For Messages From The Same Customer”
You can now elect to receive push notifications from the Re:amaze team regarding new feature updates! We recommend leaving this on so you don’t miss important updates and new features that may benefit your daily workflow. However, if you don’t want to receive updates on a regular basis, you can elect to opt out of … Continue reading “Opt-In For Re:amaze Feature Updates”
By default, when you delete a contact from your Re:amaze account, the contact’s messages will remain intact so you can always search for it. The name of the contact will be removed from the messages and replaced with “Someone”. This latest update to the contact deletion process includes the ability for you to also remove … Continue reading “Delete Contact and Contact History Update”
You can now use quotation marks (” and “) to have Re:amaze search for exact phrase matches! This update makes it much easier for you to search for exact customer messages as you remember them. In case you don’t remember the exact phrase, we still recommend using fuzzy search to allow Re:amaze to search for … Continue reading “Advanced Search Update For Re:amaze”
Response Templates and FAQ Hotkey You can now instantly access your library of FAQ articles and response templates simply by typing “/” in Re:amaze reply boxes. The “/” hotkey can also be used as a quick search option. After typing “/”, simply start typing for the template or article you need. Re:amaze will search through … Continue reading “Insert Response Template, FAQ, and Dynamic Variable Article Hotkey For Re:amaze”
It’s one thing to hear that customer service and support is a “valuable” asset to your business. It’s another thing entirely when you can see it. We’re bringing a whole new way to evaluate your customer service performance by intelligently tying the conversations your team have with customers with new orders placed by those same customers. … Continue reading “Shopify Revenue Reporting: See How Valuable Your Support Conversations Are with Shopify Attributed Orders Report!”
We’re excited to announce a new Re:amaze technology partner, Stamped.io! Stamped.io is one of the leading platforms designed to help businesses collect product reviews and user-generated content. Some of world’s best brands such as Purple, Colgate, and Soda Stream use Stamped.io to boost consumer confidence and help generate interest in a wide range of products. With Stamped.io’s Reviews … Continue reading “Re:amaze Now Integrates With Stamped.io!”
You can now group your response templates into groups/folders in Re:amaze! Grouped response templates have been a highly requested feature update and we’re excited to make this feature now available for all Re:amaze plans. And while we understand that there might be a need for groups within groups or folders within folders, we believe a 1-level … Continue reading “Response Template Groups (Folders) for Re:amaze Conversations”
You can now easily pull up your BigCommerce store’s inventory directly in Re:amaze conversations and insert product links with a click! This latest update to the BigCommerce integration adds another degree of freedom, simplicity, and access so you can help customers with greater efficiency. To insert a product link, open a Re:amaze email or live chat conversation, … Continue reading “Insert BigCommerce Product Links in Re:amaze Conversations”
Re:amaze now has official support for Instagram Ads through Facebook Business! Instagram Ads is an important and impressive bit of kit offered through both the Instagram app through promotions as well as through Facebook Business’s campaign creator. Businesses that run Instagram Ads through Facebook Business should immediately connect Instagram Ads to their Re:amaze account in order … Continue reading “Re:amaze Now Supports Instagram Ads (Facebook Business)”
We’ve implemented an optional security and privacy update to Re:amaze’s conversation Permalinks. By default, your Re:amaze account will have this enabled. When customers message your support team with additional 3rd parties CC’d in the email message, your reply through Re:amaze will be seen by all participants including the original sender as well as all CC’d … Continue reading “Security Update For Re:amaze Conversation Permalinks With Redacted Messages”
We’ve added a brand new report to Re:amaze Reporting to help you better analyze channel performance across a specific brand. The Channel Summary Report will allow you to: Filter by brand See core metrics for all channels within that brand See metrics such as the number of responses, the number of resolved conversations, the number … Continue reading “Channel Summary Report Now Available in Re:amaze Reporting”
We’ve added support for a lot more Shopify dynamic variables in Re:amaze Workflows, Re:amaze Response Templates, and Re:amaze Autoresponders. Dynamic variables make it easy for you to: Personalize your replies and make customers feel well cared for Automatically add relevant customer data such as order numbers and tracking numbers into your manual and automated replies Offer timely … Continue reading “New Shopify Customer Variables and Workflow Macros for Re:amaze”
A quick update is being made to Re:amaze conversations where you can now easily see which staff users are also following that conversation. Staff followers on Re:amaze conversations will receive notifications but does not necessarily need to be a participant in the conversation. The “Follow” feature in Re:amaze is great for customer service managers who … Continue reading “See Staff Followers in Re:amaze Conversations”
You can now manage your staff members’ permissions and access to contact exports. By default, all staff members will have the ability to search contacts, view contacts, and export contacts in Re:amaze. This new permission update will allow you to control the ability to export contacts separately from being able to view and search contacts. To … Continue reading “New Contact Export Permission Added to Re:amaze Roles”
We’ve made a quick update to the Amazon integration for Re:amaze to support the ability for looking up an order using an order ID. This small update makes it possible to find a customer’s order even if their email address is masked by Amazon and there’s no obvious match. As you may or may not … Continue reading “Amazon Integration For Re:amaze Now Supports Order Lookup”
WhatsApp is one of the popular messaging platforms with 1.5 billion users in over 180 countries. In fact, WhatsApp has grown to become one of the most used customer service platforms since they released their Business API back in 2018. Some of the most well known brands such as Starwood Hotels use WhatsApp for Business to communicate with … Continue reading “WhatsApp Business Integration Is Now Available For Re:amaze!”
