# Re:amaze Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Re:amaze the right Help Desk solution for you? Explore 53 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/132952/Reamaze/reviews --- Re:amaze 4.8 (53) [View alternatives](https://www.capterra.com/p/132952/Reamaze/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Re:amaze Ease of use 4.7 Customer Service 4.8 ## Pros and Cons in Reviews HV Haleigh V Customer Service LeadApparel & Fashion, 51 - 200 employeesUsed the software for: More than 2 years. “I really like this and recommend it to anyone with an e-commerce site“ August 16, 2024 MR Mike R DirectorRetail, 51 - 200 employeesUsed the software for: More than 2 years. “Does not connect to all social media channels or types, and regularly has some "issues" which cause it to break.“ July 16, 2021 IM Ian M Head of ProductInternet, 2 - 10 employeesUsed the software for: More than 2 years. “The fact that they update the product so frequently and add new features makes me feel like I've chosen the right product for our company.“ August 12, 2020 JG Jersson G IT ManagerPhotography, 11 - 50 employeesUsed the software for: Less than 6 months. “Their knowledge base editor doesn’t support uploading photos to an article. If you want to add an image to an article, you have to point to an external URL. “ January 26, 2021 IM Ian M Head of ProductInternet, 2 - 10 employeesUsed the software for: More than 2 years. “Switching between the editor and the code and the preview is clunky. “ August 12, 2020 IM Ian M Head of ProductInternet, 2 - 10 employeesUsed the software for: More than 2 years. “The only thing I don't love about Re:amaze is the knowledge base system. “ August 12, 2020 ## Showing most helpful reviews Showing 1-25 of 53 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Oliver M. Co-Founder Used the software for: 2+ years ### "A very modern take on customer support helpdesk, live chat, and customer engagement." February 3, 2018 5.0 I manage all my customer service with this product. My marketing team also uses it to run promotional campaigns. Sales people use it to see who's on our website and can initiate sales quickly. Pros Reamaze is one of those products that you wish you started using years ago. This product has definitely evolved over the years. I first used it back in 2015. I'm back on it now in 2018 and it has matured in many ways. It's much more than a customer service platform. It also helps businesses with conversion optimization and its definitely moving into intercom territory. Customer service is spectacular. Reach out and you'll always hear back from someone. Cons Reamaze has a very unique design philosophy and it's not everyone's cup of tea. Everything is designed to be centralized and you do need to think a lot about what you want to do before doing it. There's not a lot of handholding which can make it a bit tough on newcomers. Review Source Response from Reamaze February 5, 2018 Thanks for the feedback Oliver! We'll be sure to make onboarding and learning new Re:amaze features easier in the future. IM Ian M. Head of Product Internet Used the software for: 2+ years ### "A lot of features for a good price" August 12, 2020 5.0 Re:amaze allows me to do a lot with minimal time and money investment. I can create form letters with merge fields for a user's name, auto-responders, monitor our social media. It's a real Swiss Army Knife of customer engagement. The fact that they update the product so frequently and add new features makes me feel like I've chosen the right product for our company. Pros Re:amaze had two key features that we needed: customer support case management across multiple channels (email, on-site chat) and a knowledge base. These two features were non-negotiable as they work in combination to solve customer pain points. We interact with customers directly via the chat/email channels and over time, we identify patterns and develop KB articles that handle a greater and greater percentage of cases so that users can get their problems solved on their own. Re:amaze seems like it's constantly getting new features without raising the modest prices. Our small team has just two seats and most small companies can probably get by with just a single seat. The mobile app is also useful if you want to handle some support cases on-the-go. Cons The only thing I don't love about Re:amaze is the knowledge base system. The editor needs some love! It does all the main things you need it to do: create categories, manage workflows (draft an article, make it unlisted, publish it) and it even has a few nifty features like letting you embed JS code or even forms created from the form builder feature. But the editor itself just feels like it's a few generation older than it should be. Switching between the editor and the code and the preview is clunky. A live preview pane or just better handling for styling/inline code would be much appreciated. Also, there's no built in code syntax highlighter which is essential for technical products where your customers are developers who need sample code as part of the knowledge base articles. I do expect that Re:amaze will improve this in the near future, though, so I still feel very confident recommending this product (especially over Zendesk and the old guard of support software solutions). Alternatives considered [Crisp](https://www.capterra.com/p/151292/Crisp/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Re:amaze Better price and more features (especially knowledge base) Review Source MM Matt M. Founder Marketing and Advertising Used the software for: I used a free trial ### "Not quite there, but REALLY close to being a great support tool" August 28, 2019 3.0 Overall, the onboarding and setup experience was excellent but the live chat was enough of a turn off that we had to bounce. We might be back though if they clean it up! Pros I loved how easy it was to setup and how the knowledge base integrated into the chat widget. everything from the customer end looks and feels great. Cons The backed interface for the live chat is awful. Ultimately we decided to leave because the chat function wasn't meeting our needs. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Front](https://www.capterra.com/p/132901/Front/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Intercom was way overpriced and Reamaze provided enough of the feature we were looking for to warrant the switch. Review Source Response from Reamaze September 17, 2019 Hi Matt, Thanks for leaving a candid and honest review for Re:amaze. We do remember speaking to you about the experience and what we're looking to improve about it in the future. Re:amaze does offer two chat modes, the first being Real Time Messaging (like iMessage or Facebook Messenger), the other being Classic Chat. The Classic Chat mode probably would have suited you better because there are features like missed chat, delays, chat transcripts, and much more. There are things we're looking to improve though so your feedback is always welcome. Thanks for giving us a try and we're sorry we didn't quite get to "amaze" you this time around. CB Christopher B. COO Sporting Goods Used the software for: 6-12 months ### "Great product!" December 19, 2019 5.0 I researched platforms and brought Reamaze on my last job. It was great to work with and extremely efficient at handling multi-channel communications. I liked the product so much, that when I moved into my current position, I immediately suggested bringing Reamaze on board. Prior to Reamaze, they were managing all e-mail channels separately as well as another system for live chat and customer management. Reamaze is a great platform for manging customer communication and live chat - the best hands down! Pros Handling multi channel communication (including social channels) means only one place to log in to see all customer communications. Pulling in info from our Shopify store is a huge plus - you already have background on the customer yo are talking with. Love that I can see who else is actively in a message to a customer so we are not double dipping and wasting time. Plus so much more... Cons The only con is that I wish it was a bit more sales focused. I know that Reamaze is going there, but while I like the embedded shoutbox, its not always the prettiest for sales. If the shoutbox could work in tandem with some pop-ups that can be creatively designed, I think it would be a great sales piece as well. Reason for choosing Re:amaze NA Switched from [Intercom](https://www.capterra.com/p/134347/Intercom/) Reamaze was much more affordable with more features and a much better backend user experience. Review Source GC George C. Technical Support Consumer Electronics Used the software for: 2+ years ### "Powerful All-in-One business software" December 18, 2019 5.0 Wonderful all in one client software that we have been using for our company for 2+ years. Pros Multiple inboxes allows for 1 email client to be used for our whole business. It is business oriented in that it provide reports and statistics . Integrated live chat features can allow you to easily operate live chat support for your business. Cons Larger reports take a while to download but its reasonable considering the amount of data in the reports. Switched from [Google Workspace](https://www.capterra.com/p/247901/Google-Workspace/) needed to manage various business email accounts, live chat, and support from the Reamaze company. Review Source AJ Alex J. Owner Health, Wellness and Fitness Used the software for: Less than 6 months ### "Great all around customer service platform" December 5, 2019 5.0 Reamaze has been great for us. Makes it much easier to communicate and answer our customers now. It also give us a great knowledge base for our customers so they don't have to contact us for simple questions. Pros The many functions it offers. Before this, we only had live chat software. This incorporates live chat, our support email, and a knowledge base (frequently asked questions) for our customers. Cons Nothing really. The only thing I can think of is that the chat bubble icon isn't very customize-able. Only a few options. Alternatives considered [Help Scout](https://www.capterra.com/p/136909/Help-Scout/)[Intercom](https://www.capterra.com/p/134347/Intercom/) Reason for choosing Re:amaze Help Scout and Intercom didn't integrate with BigCommerce like Reamaze did. Switched from [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Tawk.to didn't have as many features unfortunately. But it was a great chat platform. Review Source RS Rohin S. Digital Project Manager Retail Used the software for: 6-12 months ### "Easy to setup and very powerful" December 18, 2019 5.0 Pros The ability to understand your customer's experience and the chat functionality is very expansive Cons The pricing could be improved upon as it basically offers you a beginners plan then a very expensive plan as you need to add more people to your team. Feast or famine Alternatives considered [tawk.to](https://www.capterra.com/p/167792/tawk-to/) Reason for choosing Re:amaze It offers more functionality along with the tracking features makes this tool very invaluable Review Source Winston H. Student Entrepreneur Higher Education Used the software for: 1-2 years ### "Great helpdesk platform with lots of features and awesome customer service." October 23, 2017 5.0 Consolidated a lot of our helpdesk needs, CRM needs, chat needs to help with conversions. Saved us a lot of money by moving us away from a boatload of tools that we need to pay for separately. Pros They offer all the features a growing company like ours need. That includes things like - Chat - Email support - Social media support - Customer satisfaction surveys - FAQ - Proactive customer engagement Pricing is fair and policies are just great. They honor all grandfathered accounts which makes the entire service future-proof. My favorite thing about Re:amaze is their customer service. Absolutely top notch. Review Source Response from Reamaze February 5, 2018 Thanks for reviewing Re:amaze, Winston! I'm glad we're creating a platform that you enjoy. Jeremy W. Co-founder Entertainment Used the software for: Less than 6 months ### "An outstanding client-support option for B2B" August 17, 2018 5.0 I volunteered to write a positive review because we've been very happy with Reamaze. It's been the actual real and working solution to our need--to deliver a high-quality B2B client support experience. Now we can concentrate on other things. Pros After a reasonably comprehensive search and stutter-starts on 2 other platforms, we found Reamaze was the one combination of quality and features that really met our need. The most distinguishing feature for us was the ability to marry live chat support with a private, client-only knowledgebase. The fantastic, friendly, and prompt support is a huge bonus, and we've found their embeddable components are less heavy and are better performing than the others we tried. Integrating to show which customers are doing what and where was super simple and the actually real-timeyness of it has been of great value. Cons Because it's markup based, it's more work to do certain things in documentation, most notably adding images to support articles. I'd also like some reports/tracking on who and how many of whom are visiting and reading articles in our Help Center, but I believe that's on their roadmap. Review Source Michael J. M. CEO Marketing and Advertising Used the software for: 1-2 years ### "Robust, Affordable, Highly Recommended" December 18, 2019 5.0 It's been great. Strong product - have rarely even needed to contact support. Pros That it's easy to use, but has plenty of features to make sure you can take care of customers. Cons The only complaint would just be to have them make the launcher positioning easier to do within the app. Review Source MR Mike R. Director Retail Used the software for: 2+ years ### "Social media, helpdesk and live chat!" July 16, 2021 5.0 Pros Super easy to use for any team, even new users. Does most of what we need Cons Does not connect to all social media channels or types, and regularly has some "issues" which cause it to break. Support is always fast to respond though. Review Source VR Verified Reviewer Software Engineer Computer Software Used the software for: I used a free trial ### "One of the best app for help desk management" January 9, 2023 5.0 Overall good experience and the customer support team was fast in replying to my queries. Pros I like the most its simplicity that it visualizes customer conversions, and helps in live chat and helpdesk integration. It provides a collaborative/shared inbox where we can collectively see all the text messages, chats, emails, and social messages - all in one inbox. Best for sharing targeted content with the customers, as we can track their activity. Cons No cons identified so far, it provides all the essential features. Review Source GB Gordon B. Sales Electrical/Electronic Manufacturing Used the software for: 6-12 months ### "Totally changed how we handle our customer support" December 18, 2019 5.0 Excellent! Pros Firstly I love that it integrates so well with BigCommerce. A must. Also I can use it from any browser. Love the UI. And search function is digs out your customer with the smallest bit of info. Life saver. Cons I wish it allowed a better way to categorize emails. Also a way to get rid and delete emails more easily. Also a way to deal with spam. Reason for choosing Re:amaze BC integration was key. Was very easy and intuitive to use and set up. Review Source MO Michael O. Director or Sales Wholesale Used the software for: 1-2 years ### "Absolutely Recommend This 100%" December 18, 2019 5.0 I love this product. I implemented it when I joined my company in 2017 and we are so happy we used it. Pros Easy to navigate Helps answer customers questions who may not want to call in Helps generate increased sales numbers Cons There is nothing that I do not like about this software. Review Source AC Amato C. Marketing Director Computer Hardware Used the software for: 1-2 years ### "Exactly what we needed!" December 18, 2019 5.0 Pros The features and value are fantastic. The interface is clean, modern, and easy to navigate. Cons Support can be delayed due to being only through messaging. Review Source RW Rick W. President Medical Devices Used the software for: 6-12 months ### "Reamaze Success" December 26, 2019 5.0 Pros We are able to receive more leads and qualified prospects Cons Took a little while to get used to but now it is super simple Review Source CL Chun L. Operations Wholesale Used the software for: Less than 6 months ### "Really a necessary tool for quality customer serice" December 19, 2019 5.0 The amount of time saving for customer service team was great, also to keep track of a customer's issues and not miss anything. Pros Great tool to service multi channel platforms and websites Cons There are still other features that needs to be added to support Instagram direct messages. Review Source LP Luke P. Founder E-Learning Used the software for: 6-12 months ### "Reamaze is amazing!" December 18, 2019 5.0 Pros I love how easy it is to use and setup. Really great for communication with clients! Cons That I can't easily update a chat or form on the site. I have to manually re-install the code. That's annoying. Review Source HV Haleigh V. Customer Service Lead Apparel & Fashion Used the software for: 2+ years ### "One of the best platforms " August 16, 2024 5.0 I really like this and recommend it to anyone with an e-commerce site Pros The ability to contact customers and stay on top of issues. Cons Sometimes the site is a bit laggy and I have to refresh the screen Review Source JC Justin C. Captain Retail Used the software for: 2+ years ### "Keeps us connected with customers" December 19, 2019 5.0 We use this app daily for all of our customer interactions. It has helped us gain a reputation in our industry for exceptional customer support. Our reviews submitted by customers mention this often. Pros I like how I can switch between the mobile and browser versions depending on where I am, whether at my desk or out and about. This allows me to rapidly reply to customer questions and also not allow any to accidentally go unanswered. Two features would really be quite valuable to me: 1) If composing a reply on, e.g., mobile but then not getting a chance to finish, having that partial reply automatically populate on my browser version when I open that ticket, allowing me to finish the reply seamlessly. 2) As I type replies, have Reamaze do background searches for similar replies and allow me to quickly cut-n-paste from existing, older tickets. For example, I often send URLs to customers for products they are looking for. If I type part of the product name, have it suggest that product's URL so I don't have to go look it up in another browser tab, copy/paste, etc. Otherwise, I do like the response templates and help articles but they sometimes aren't quite flexible enough for these sorts of quick responses. I also like how it seamlessly integrates with facebook messenger and other social media platforms. Cons Sometimes the mobile app crashes when typing replies (iphone 8+/latest IOS) which gets irritating. Review Source VR Verified Reviewer Partner Used the software for: 6-12 months ### "Easy setup and great at helping provide 5 star customer support" July 2, 2018 5.0 Much better response time to customer questions which have ultimately led to an increase in sales and 5 satr reviews on feedback emails and social media. Pros Very easy system to set up and intergate with our bigcommerce store. One of our biggest issues was keeping control of all the communication from customer and staff. Not having a central source where we could see what had been said to customers and what their past orders/comms were was a large pain point for us adding re amaze. Since impolementing this we can respond to customers lighning fast from the desk or on the go if at shows via the mobile app. We have a set of templates we can respond with for common enquireis and we have now got increased response time on facebnook as we get instant notificatiopn of messages. Site pop up feature is another great tool that can allow us to help live customers on our site or direct them to where they may find answer or FAQ that we have set up. Cons Could do with some upgarde to the UI. In particular some colour coding for tags or different types of messages going to selected email accounts. Other than this it's perfect Review Source Response from Reamaze July 5, 2018 Thanks for your candid review! An interface update is coming later this year after we roll out some more features :) We'll make sure our product teams are aware of your feedback. RC Ron C. Manager Arts and Crafts Used the software for: 2+ years ### "Easy and Affordable" December 18, 2019 5.0 ReAmaze has simplified our customer service workflow immensely, and has, over the years we've been using them, added many features that are incredibly helpful. Website integration is seamless, and performance has been extremely reliable. Pros ReAmaze has all of the features I need for my small business customer service, without all the bloated features of some of their competitors. It's lean, affordable, and completely effective. I've been using it for years and have no complaints. Cons I have to reach a bit to find something that I don't love about ReAmaze, but I'm not a massive fan of the format on the shout boxes. They're a bit confusing for some users. Alternatives considered [Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Reason for choosing Re:amaze Price and simplicity Review Source ID Irwin D. owner Internet Used the software for: 2+ years ### "Working with Reamaze with Shopify" December 18, 2019 4.0 We can keep up with thousands of emails per month. We run from 4 to 8 shopify stores at any given time. Able to keep them separate while working them with the same procedures. Able to move staff from different accounts with minimal cross-training. Pros I like that it allows multi-users and tracking per user. Ease of creating workflows and templates is pretty intuitive. Nice integration with shopify for all in one page data for answering email order concerns. Tried some other platforms, some more "famous" and some newer platforms and stuck with Reamaze for over 5 years. Cons A little confusing between resolved and archived. Just OK when working with gmail forwards into each other's workflows and filtering. Review Source VR Verified Reviewer Product Manager Consumer Electronics Used the software for: 2+ years ### "Reamaze Rules" December 18, 2019 5.0 It is aMaZinG Pros The thing I like most about this software is the look and feel and ease of use both on the user side as well as the admin and agent side. Cons If I had to pick a con about this software, it would be the fact that I am addicted to it. Review Source MG Matt G. Owner Information Technology and Services Used the software for: 1-2 years ### "Great Software Suite" December 19, 2019 5.0 Great, love this support suite. I've used kayako, zen desk, Zoho, and many more and this one definitely comes out on top. Pros Easy to use, integrates well with many platforms, super easy to train new users, easy reporting Cons Nothing that I can think of per se. I guess some more integrations or partners would be cool but definitely not a deal breaker. Alternatives considered [Gorgias](https://www.capterra.com/p/155357/Gorgias/) Review Source Similar Products Featured