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Re:amaze

Re:amaze

4.6
(86 reviews)

Re:amaze is a helpdesk and customer messaging platform designed from the ground up for modern web based businesses. Re:amaze can be fully integrated and embedded into websites or apps for rich, seamless customer conversation management via email, live chat, social media, SMS, and voice applications. Re:amaze also comes with marketing automation built in so marketers and support personnel can collaborate and convert more customers.

No obligation. No gimmicks.

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Re:amaze Features

Ticket and Case Management

Workflow

Route tickets based on values of fields, changes to ticket status and time based conditions

92%
(Based on 39 reviews)

Response Automation

Respond to common requests with standard reply

92%
(Based on 32 reviews)

SLA Management

Service Level Agreement Management

92%
(Based on 20 reviews)

Attachments/Screencasts

Documents and files can be attached to the ticket to communicate with customer issues/resolutions

89%
(Based on 38 reviews)

Ticket Collaboration

Share and collaborate on tickets with multiple customer service representatives

97%
(Based on 16 reviews)

Ticket Creation User Experience

User Experience of creating and submitting a ticket

95%
(Based on 38 reviews)

Ticket Response User Experience

User Experience of responding and recieving a response

95%
(Based on 39 reviews)

Knowledge Share

Knowledge Base

Provides a repository of information that can be used by those seeking support.

94%
(Based on 24 reviews)

Searchable Articles

Makes articles in the knowledge base searchable on the web.

94%
(Based on 24 reviews)

Community Forums

Enables users to engage with other users to solve common issues.

n/a

Interactive FAQs & Forums

Allows site administrators to participate in forums and update FAQs accordingly.

97%
(Based on 21 reviews)

Communication

Pop-up Chat

Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives.

98%
(Based on 18 reviews)

Notifications

Delivers notifications to both sides of the conversation.

95%
(Based on 33 reviews)

Targeted Emails

Sends automated emails to further engage clients and potential clients.

95%
(Based on 14 reviews)

In-App Messaging

Allows for live chat to be enabled within the app for customer help.

94%
(Based on 26 reviews)

Knowledge Base

Q & A

Provides forums where employees of various levels can share expertise and processes.

93%
(Based on 16 reviews)

Link Sharing

Lets users direct one another to content via customized links, foregoing a lengthy search process.

95%
(Based on 12 reviews)

Searchable

Incorporates a search bar to help navigate users to appropriate content.

91%
(Based on 16 reviews)

Process

Mentions

Scours various channels for brand mentions to proactively seek reparative communications.

90%
(Based on 17 reviews)

Tickets

Creates and assigns support tickets, scheduling them in a timely manner.

94%
(Based on 19 reviews)

Macros

Allows administrators to create templated responses to frequently asked questions.

94%
(Based on 15 reviews)

Collaboration

Allows employees to communicate and collaborate on the problem solving journey.

90%
(Based on 18 reviews)

Interaction

Web Portals

Takes users to a customer-based site location, customized to match the site. Can either be public or require login.

96%
(Based on 20 reviews)

Forum to Reponse

Creates tickets from forum questions that were not resolved within the community.

93%
(Based on 18 reviews)

Tickets and Tagging

Troubleshoots problems with clients who have created a ticket in an attempt to provide a likely solution before taking the problem to support personnel.

94%
(Based on 20 reviews)

Live Chat

Embeds live chat capabilities within self-service tools.

97%
(Based on 24 reviews)

Internal Use

Customization

89%
(Based on 42 reviews)

Conversation Archiving

Archives conversations in a separate location for later reference.

95%
(Based on 31 reviews)

Lead Development

Enables employees to denote potential customers.

89%
(Based on 20 reviews)

Knowledge Base

Establishes a knowledge base for employee reference during conversations.

92%
(Based on 27 reviews)

Team Inbox

Provides a central location for help requests, helping employees respond sooner.

99%
(Based on 24 reviews)

Customer Profiles

Allows for the creation of profiles for contacts and customers.

84%
(Based on 24 reviews)

Security

Verification

Updates document administrators after a specified interval of time so as to encourage verification that aged information remains relevant and accurate.

94%
(Based on 12 reviews)

Role-Based Permission

Allows users access to files based on role, or password protections.

98%
(Based on 13 reviews)

Public vs Private

Offers the choice to make a conversation private between specified contributors, or open for public discussion.

99%
(Based on 11 reviews)

Channels

Phone

Connects employees with customers through a calling solution.

98%
(Based on 8 reviews)

Text

Connects employees with customers through a text message solution.

98%
(Based on 14 reviews)

Email

Connects employees with customers through an email solution.

96%
(Based on 32 reviews)

Social

Connects employees with customers through a social media solution.

92%
(Based on 29 reviews)

Live Chat

Connects employees with customers through a live chat solution.

92%
(Based on 27 reviews)

Content

Update Notifications

Sends updates to document or file participants when changes have been made.

n/a

Trackable Analytics

Tracks activity within file types to help administrators understand what is being used the most.

94%
(Based on 13 reviews)

Import

Allows for the importation of content and knowledge from previously implemented tools.

95%
(Based on 11 reviews)

File Viewing

Stores and readies various file types for viewing.

84%
(Based on 12 reviews)

Insight

Surveys

Provides opportunity for customers to give feedback through a survey.

86%
(Based on 11 reviews)

Reporting

Enables administrators to create customized reports reflecting customer satisfaction.

93%
(Based on 16 reviews)

Visitor Activity

Allows administrators to track visitor activity to understand the research that was done before turning to customer service.

91%
(Based on 19 reviews)

Help Desk

Provides a knowledge base or other support channel for disparate team members to work together and provide cohesive solutions.

95%
(Based on 22 reviews)

Communication Channels

Customer Portal

Allows fully customizable portal for customer to enter tickets, provide feedback and communicate with service agents

92%
(Based on 31 reviews)

Email to Case

Ability for customer service agents to communicate via email and email conversations are automatically tracked in ticket

94%
(Based on 38 reviews)

Chat/Live Support

Ability for customer service agents to communicate with customers via live chat to solve problems live

95%
(Based on 42 reviews)

Social Integration

Integration to social networks such as Twitter and Facebook to allow customers and agents to communicate via social networks

90%
(Based on 38 reviews)

Communication

Comments

Allows users to leave notes or comments on various file types for eventual reference.

n/a

Social Features

Enables comments, liking and other social features within discussions or documents.

94%
(Based on 14 reviews)

Tagging

Allows users to tag one another in file data or comments for easier search and referencing.

96%
(Based on 15 reviews)

Upload

Lets users upload documents, photos and various other file types from their personal devices for greater knowledge sharing.

97%
(Based on 15 reviews)

Call Center

Make, Receive, and Record Calls

Make and receive calls directly in the application. Track and record calls for analysis.

94%
(Based on 5 reviews)

Customer and Contacts Database

Central repository for account and contact information

92%
(Based on 11 reviews)

Products and Version Tracking

Central repository for tracking products and product versions customer is using

n/a

Call Scripting

Provides abilty for customer reps to use a script when calling customers for common reasons

n/a

Interactive Voice Response (IVR)

Automates interactions with telephone callers so that calls can be routed to the appropriate agent

n/a

Self Service/Community

Forums

Online discussion functionality so customers can have conversations among each other

n/a

Knowledge Base

Searchable prepopulated knowledge base or Wiki that also deflects tickets by suggesting articles during ticket entry

91%
(Based on 38 reviews)

Ideas/Feedback

Allows customers to enter and vote on suggestions to products and services

86%
(Based on 24 reviews)

Q&A

Allows customers to post questions publicly and get answers from customer service agents and other customers

n/a

Reporting & Analytics

Social Monitoring

Functionality to Monitor social activity for brands/products and respond in social network to customers social activity

89%
(Based on 26 reviews)

Reporting

91%
(Based on 30 reviews)

Dashboards

89%
(Based on 37 reviews)

Platform

ITIL Compliance

ITIL is a methodology for ticket management that some Help Desk tools are built to support

n/a

Mobile User Support

Allows software to be easily used on multiple mobile devices include phone and tablet devices.

96%
(Based on 28 reviews)

Customization

89%
(Based on 42 reviews)

User, Role, and Access Management

Grant access to select data, features, objects, etc. based on the users, user role, groups, etc.

97%
(Based on 29 reviews)

Internationalization

89%
(Based on 17 reviews)

Performance & Reliability

98%
(Based on 29 reviews)

Integration APIs

96%
(Based on 23 reviews)
Re:amaze
4.6
(86 reviews)

No obligation. No gimmicks.