Product Overview

Re:amaze is a unified customer service platform designed to simplify communication for businesses by integrating multiple support channels into a single interface. Whether you’re managing email inquiries, live chat sessions, social media interactions, or SMS conversations, this all-in-one solution ensures seamless coordination between your team and customers. Built for e-commerce, SaaS, and online service providers, Re:amaze enables support agents to respond efficiently, reduce resolution times, and deliver consistent, personalized service across all touchpoints. Its intuitive design supports automation, collaboration, and self-service options, empowering businesses to create exceptional customer experiences while streamlining operational workflows.

Core Features

Unified Helpdesk Inbox

Re:amaze consolidates all customer communication—email, live chat, social media, SMS, VoIP, and push notifications—into one centralized inbox. This eliminates the need to switch between platforms, allowing teams to prioritize and resolve queries faster. The shared inbox also supports real-time collaboration, enabling agents to tag colleagues, assign tasks, and track progress without delays.

Live Chat and Video Call Integration

The platform offers live chat functionality with intelligent chatbots to handle routine questions, freeing agents to focus on complex issues. Advanced features like video call support and session recording enhance transparency and trust during interactions. Chatbots can be customized to guide users through troubleshooting steps or direct them to relevant FAQs, ensuring 24/7 availability even when human agents are offline.

Customizable FAQ Center

Re:amaze includes a dynamic FAQ hub that businesses can tailor to address common customer concerns. This feature reduces the volume of repetitive inquiries and empowers users to find solutions independently. The FAQ section supports multimedia content, such as videos and images, making it more engaging and informative for customers.

Real-Time Customer Activity Monitoring

With live dashboards and activity tracking, Re:amaze provides insights into customer behavior across your website or app. This includes visitor location, browsing history, and session duration, enabling agents to offer proactive and personalized assistance. The real-time monitoring feature is particularly useful for identifying high-value customers or detecting potential issues before they escalate.

Workflow Automation

Automate repetitive tasks using Re:amaze’s workflow engine. From ticket routing and response templates to escalation rules and follow-up reminders, automation ensures consistency and efficiency in customer service processes. This feature also integrates with third-party tools like Zapier, allowing businesses to synchronize data with CRM, analytics, and project management platforms.

Multi-Brand Support

For companies managing multiple brands or websites, Re:amaze acts as a centralized hub. Teams can handle conversations from different storefronts in one place, maintain brand-specific settings, and generate unified reports to track performance. This scalability makes it ideal for growing businesses with diverse customer bases.

Use Cases

Centralizing Support Channels

Re:amaze is perfect for businesses struggling with fragmented communication. By unifying email, chat, social media, and SMS into a single inbox, teams can reduce response times and avoid missing critical customer interactions.

Automating Routine Queries

Chatbots and automation tools handle common questions, such as order tracking or billing issues, minimizing wait times and workload for support agents. This is especially valuable for 24/7 operations or high-volume inquiries.

Enhancing Self-Service Options

The customizable FAQ center allows businesses to create a knowledge base that resolves customer issues independently. This reduces support tickets and improves user satisfaction by providing instant access to solutions.

Personalized Support via Real-Time Insights

Real-time monitoring helps agents prioritize urgent requests and craft tailored responses. For example, a user browsing pricing pages can be proactively offered a discount or assistance with live chat.