Jayanth Padmakumar
You want your ecommerce store to deliver unparalleled customer support across all your channels.
And you’re looking for the right support software that matches your budget to do just that.
So you’ve identified Reamaze as a potential option. And you’re trying to figure out which pricing plan works best for you.
We’ve got you covered! We’re going to break down each of their plans and cover:
How much it costs
What features you get
What features you don’t get
Who this plan is for
Our key takeaways
However, I must warn you. If you read all the way through, you might discover that this isn’t the ideal tool for you and instead opt for another Reamaze alternative that might better suit your needs.
But for now, let’s dive in!
Table of Contents
Quick Comparison Of Pricing Plans
What are the features, and what do they do?
‘Basic’ Pricing Plan
‘Pro’ Pricing Plan
‘Plus’ Pricing Plan
Pricing Plan FAQs
Are there better alternatives to Reamaze?
Quick Comparison Of Pricing Plans
If you’re short on time (and really, who isn’t?), here’s a quick comparison of Reamaze’s pricing plans and the features that come with each of them.
Reamaze pricing plans comparison
In addition to their three main plans, Reamaze also has the following two plans:
Reamaze alternative pricing plans
So, you now know what features are available and what you’ll receive in each plan. But, let’s take a look at what each of these features means for you exactly.
What are the features, and what do they do?
1. Shared inbox
Available in all plans (Channels and brands differ)
A shared inbox helps you efficiently manage customer france mobile phone number list conversations from multiple channels such as Email, Facebook, Messenger, Instagram, Twitter, and even SMS/MMS text messages. This means you can respond to all your customers across channels from one single dashboard.
However, the channels supported differ across plans. The Basic plan supports email and social media channels, while the Pro and plans also support SMS and Voice channels.
Keep in mind, if you need to manage multiple brands, you’ll need to have the Pro plan or higher.
2. Live chat
Available in all plans
Live chat allows you to offer proactive support to visitors, guide shoppers to their favorite products, and recover abandoned carts in real-time.
Reamaze offers two modes for chatting with customers on your website: Real-Time Chat and Classic Chat.
The first allows you to engage customers in real-time but also in an asynchronous manner. This means both parties don’t have to be online at the same time.
However, in Classic Chat mode, available only to Plus users, both you and your customer must be online at the same time to chat. There are a clear beginning and end to any given conversation. A conversation that has ended cannot be re-opened or revived by a new reply.
3. FAQs
Available in all plans
You can create and organize your knowledge base content to help your customers. You can control your topics and articles’ visibility by setting it to ‘internal’ or ‘public.’
On Reamaze, you can design your FAQs to match your brand and host it on their domain. Or embed it within your site or app. Plus, you can even use it within the Chat.
Additionally, if you're on the Plus plan, FAQs includes an Article Edit History feature, which allows you to see:
previous changes to each article
When an article was last updated
Which staff members have made edits to an article
4. Macros
Available in all plans
Macros are also called "response templates,” "frequently used replies," or "canned responses.” They are nothing but premade responses you can use to respond to your customers faster.
You can set up customizable workflows and automation rules to respond to customers faster and automate repetitive tasks, such as tagging tickets or responding to common questions.
Two other features that help to automate your workflow are ‘Customer Intent’ and ‘Cues.’
‘Customer Intents’ are designed so you can find individual customer messages that express certain intents, classify them together, accurately analyze future messages and predict if those messages match a specific intent, and perform automated actions.
On the other hand, ‘ Cues’ gives you the ability to send messages/prompts/notifications to online customers proactively. By using rules and conditions, you can identify cohorts of customers and:
greet customers based on their behavior
guide customers to specific forms or other actions
up-sell and cross-sell products
announce promotions, holidays, and VIP events
5. Chatbots
Available in all plans
You can use prebuilt chatbots or build your custom chatbots to help customers and boost sales.
You can use chatbots to:
Detect short customer messages and have the ‘Hello Bot’ ask for more information before escalating to your team
Help customers find their latest order status without involving an agent.
Help customers automatically when a question matching the FAQ content is asked.
6. Live view
Available in Pro plan and higher
Live view is a nifty feature that allows you to see what your customers are doing in real-time. You get to see:
The total number of customers currently active
Their location and time zone
How exactly they’re interacting with your website or app
This allows you to help your customers proactively and send targeted messages which boost conversion and sales.
7. Custom domains
Available in Pro plan and higher
By default, your standalone help site will be hosted on a Reamaze domain, but the Custom Domain feature is available to all accounts on the Pro and Plus plans.
Setting up a custom domain will allow you to host your public support page at a custom domain of your choice and access your Reamaze account from your domain.
8. Custom email appearance
Available in Pro plan and higher
The email appearance is what customers see when they receive a reply from you via email. Usually, your answers will look like a regular email, plain text, with only your response and signature.
However, you can customize your email template in the Pro and Plus plans using Liquid Markup.
Bear in mind to use this setting, you’ll need to be comfortable doing simple coding in HTML/CSS.
9. Status page
Available in Pro plan and higher
Keeping customers informed of your core business system statuses is a great way to build transparency and accountability. You can use a Status Page to:
show customers your uptime and downtime.
Provide updates to existing incidents in real-time.
Automatically add a public status announcement before customers submit their messages.
Allow customers to see any past incidents for affected systems and how quickly you’ve handled resolutions.
10. Live Screensharing - Plus plan
Available in Plus plan only
“Peek” is a feature available to Reamaze Plus plan users and can be accessed through either the Live Dashboard or within the Live View module within conversations.
This grants you instant access to co-browse the customer’s screen so you can see what they see on your website, storefront, or web app. This allows you to address your customers’ frustrations and pain points by guiding them and communicating exactly what to click on or do next.
11. Departments
Available in Plus plan only
With the Departments’s implementation, you can now reassign conversations to a Department (like Engineering, Sales, etc.) rather than a specific person. Departments can then easily view and collaborate on conversations that are meant for them.
12. Staff shifts, roles, and vacation days
Available in Plus plan only
Shifts, an internal tool not exposed to customers, allow you to manage your personal work hours and vacation days. It is used in two ways:
Users outside of their Shifts will not be eligible for Smart Assign.
Users responding to conversations outside of their Shifts will not have Response Times recorded for those responses.
Additionally, during Vacation days, any new messages that arrive on conversations assigned to a user make the conversation unassigned. This makes it go into an Awaiting status for visibility of the other team members.
Both these features help you better manage customer service, especially when you have agents working across different shifts or time zones.
On Reamaze, you can also create different roles for different members. It is a flexible way to assign different functions to staff members. For example, some may just handle sales conversations, and others work on social media conversations. You can have specific permissions settings so you can accurately control access to certain information or data.
13. Customer satisfaction ratings
Available in Plus plan only
To improve your customer support, you’ll first need to know how you’re presently performing. And conversation ratings let you do just that.
You can measure your team performance through customer ratings and see whether they are meeting your internal quality standard metrics like target reply and resolution time.
You can customize and automate the surveys you send, which the customers receive via email or directly within the chat.
14. Reporting - Different across plans
Different across plans
The type of report you receive on Reamaze varies depending on the plan.
In the Basic plan, you receive standard reporting, which includes:
Volume Report
Channel Summary Report
Response Time Report
First Response Resolve Rate Report
Average Thread Size Report
Shopify Attributed Orders Report
In the Pro plan, in addition to standard reporting, you receive advanced reporting, which includes:
Appreciations Report
Satisfaction Rating Report
Response Template Usage Report
Tags Report
Workflow Report
Outbound Report
Bot Processed Report
And finally, the Plus plan comes with standard reporting and advanced reporting in addition to:
Staff Summary Report
Individual Staff Reports
Awesome! You now know about the different features that come with Reamaze and the plan they’re available in. And you’re probably already in a pretty good position to figure out the Reamaze pricing plan that’s best suited for you.
But if you want to dive into the nitty-gritty of each plan and what they entail, keep reading.
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Learn more‘Basic’ Pricing Plan
Reamaze Basic Pricing Plan and features
Our key takeaways: Reamaze’s ‘Basic plan’ lives up to its name and offers the most basic features you need to manage your ecommerce customer support. So if you’re just starting with your ecommerce store and have only one or two people working support, this might be the plan for you.
Having a single dashboard to manage conversations from across channels can significantly simplify the life of your agents.
Additionally, you can set up workflow automation for repetitive tasks so that your team can focus on conversations that need more time and attention. FAQs also go a long way in empowering your customers and helping them resolve their queries without contacting your agents.
However, it’s not all rainbows and butterflies with the Basic plan. If you’re managing more than one ecommerce store, you’re straight out of luck.
Moreover, you’re not given a high degree of freedom to make customizations. You have no choice but to host your help site on the Reamaze domain and use their existing templates to send emails.
Lastly, since the live view is not offered in this plan, you can’t see how visitors interact with your website. This makes it difficult to identify and fix the problems customers face while navigating your site.
‘Pro’ Pricing Plan
Reamaze Pro pricing plan and features
Our key takeaways: The Pro plan takes care of many of the drawbacks in the Basic plan mentioned earlier. You can connect multiple brands, and you have a greater degree of customization available, ideal to grow your brand through support.
If you’re offering support through phone and text (besides other) channels and you have between two to ten people handling customer service, this plan might do the trick for you.
Having a status page to let your customers know about updates, issues, and how you’r
