Reamaze

Agent Scheduling

Reamaze’s Agent Scheduling enables efficient management of support staff shifts, ensuring adequate coverage across different time zones and peak hours. This feature helps balance workloads, reduce agent burnout, and maintain consistent service levels by allowing supervisors to plan and assign shifts based on demand, improving overall team productivity and customer satisfaction.

Alerts (Escalation)

Reamaze uses Alerts (Escalation) to automatically notify higher-level agents or managers when unresolved tickets approach or exceed set deadlines. This ensures critical issues receive prompt attention, helping maintain service level agreements and prevent customer dissatisfaction. Escalation rules can be customized to prioritize urgent cases and improve overall support responsiveness.

Call Me Option

Reamaze’s Call Me Option allows customers to request a callback instead of waiting on hold. By submitting their contact details, users can receive timely phone support from agents. This feature reduces frustration, improves customer convenience, and enables support teams to manage call volumes effectively while maintaining personalized service.

Co-Browsing

Reamaze offers Co-Browsing to let agents view and interact with customers’ web sessions in real time, with permission. This hands-on support tool facilitates faster issue identification and resolution, enhancing customer experience by allowing agents to guide users directly through complex tasks or troubleshooting steps without remote access complications.

Document Storage

Reamaze provides Document Storage for uploading, organizing, and sharing files relevant to customer support. Agents can attach manuals, screenshots, or contracts to tickets, improving collaboration and speeding up issue resolution. Centralized document management ensures quick access to essential resources, enhancing both agent efficiency and customer satisfaction.

Incident Management

Reamaze’s Incident Management helps teams log, track, and resolve service disruptions or technical problems efficiently. By grouping related tickets under a single incident, it facilitates coordinated responses and clear communication. This structured approach reduces downtime, supports root cause analysis, and improves transparency during problem resolution.

Knowledge Base

Reamaze offers a Knowledge Base that empowers customers and agents with instant access to FAQs, tutorials, and solutions. This self-service resource reduces support requests and speeds up problem resolution by enabling users to find answers independently, while agents benefit from consistent, readily available information during interactions.

Knowledge Database

Reamaze’s Knowledge Database serves as a centralized repository of information, including articles, FAQs, and best practices. It supports efficient information retrieval by both customers and agents, streamlining support workflows and enhancing the quality of responses. Regular updates ensure the knowledge stays relevant and helpful over time.

Live Chat

Reamaze’s Live Chat allows real-time messaging between customers and support agents, delivering immediate assistance. With features like typing indicators and chat history, it enhances communication fluidity and personalization. Live Chat improves user engagement and satisfaction by providing fast, interactive support within the customer’s browsing experience.

Macros (Templated Responses)

Reamaze provides Macros (Templated Responses) to accelerate replies using pre-written messages for common inquiries. These customizable templates help maintain consistency, save agent time, and improve response speed during high-demand periods. Agents can personalize macros to balance efficiency with a human touch.

Multi-Channel Communication

Reamaze integrates Multi-Channel Communication by consolidating emails, chats, social media, and messaging apps into a single dashboard. This unified approach ensures consistent, seamless support across platforms, enabling agents to manage all interactions efficiently and maintain context regardless of the communication channel.

Offline Form

Reamaze offers an Offline Form for customers to submit queries when agents are unavailable. Messages collected through the form convert into tickets for later follow-up. This ensures continuous engagement and support accessibility beyond live chat hours, preventing lost requests and enhancing customer service reliability.

Shortcut Messages

Reamaze includes Shortcut Messages, allowing agents to quickly insert commonly used phrases or answers during live chats. This feature boosts response efficiency and consistency, especially during busy periods, while still enabling agents to personalize conversations, delivering a balance of speed and customer engagement.

Social Media Integration

Reamaze’s Social Media Integration brings support requests from platforms like Facebook and Twitter into the help desk system. This centralization enables agents to monitor, manage, and respond to social queries efficiently, expanding customer service reach and maintaining brand responsiveness across public communication channels.

Transfers

Reamaze supports Transfers, allowing agents to seamlessly hand off conversations or tickets to other team members or departments. This ensures inquiries are directed to the most qualified resource, preventing resolution delays and improving the customer experience through expert assistance and smooth collaboration.

Video Chat

Reamaze’s Video Chat feature enables face-to-face communication between customers and agents within the support interface. This enhances problem diagnosis and relationship building by allowing real-time visual interaction, especially useful for complex issues that benefit from visual demonstrations or explanations.

Visitor Targeting

Reamaze’s Visitor Targeting identifies and segments website visitors based on behavior, location, or referral source. This data helps trigger personalized chat invitations or tailored support, increasing engagement and conversion rates by delivering relevant assistance at the right moment during the user’s browsing journey.