Yesh. We HipChat.

August 28th, 2014

If you’re like us, and by us we mean team-oriented superstars, then you’ve most likely used HipChat before. Like Slack, HipChat alleviates many common headaches we have around internal communications. It offers seamless transitions between internal and external conversations, a place to share important notes/files, and beautiful interfaces on both web and mobile. In other words, it’s everything a growing company needs to stay healthy and agile.

As we work to support more apps that businesses like us love, HipChat easily became the obvious choice for integration. Starting today, you will be able to feed incoming and outgoing support conversations directly into a HipChat room of your choice. Replies are automatically synced so no teammate will ever be left in the dark. The integration will also allow user-mapping to ensure everyone is accounted for in either accounts.

To get started, click on “Settings”, “Apps”, and then “HipChat”.

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Allow Reamaze access to your HipChat account.

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Complete the on-screen settings.

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Alternatively, you may find Reamaze in the “Integrations” panel under your admin account.

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We’re firm believers that customer support is simply about communications. The more effectively and efficiently we communicate with customers, the more meaningful our conversations will become. HipChat is another move in the right direction for Reamaze and we hope you’ll enjoy this integration! If you don’t already have a HipChat account, you can sign up for one here.

What Are Your Values?

August 19th, 2014

We think this is a good week to share something we just came up with as a team here at Reamaze. If you haven’t already done this as a team, we highly suggest gathering as a group and dig deep to reflect upon the values that are important to each f you. Values give what we do structure. They help keep us straight and true. Here are the values we uphold here at Reamaze.

Customer Satisfaction

We believe every customer interaction is important and an opportunity to breed continued engagement.  We strive to create value and make those who work with us happy.

Teamwork

Every team member is important.  We respect and value unique contributions and embrace diversity of opinions.  We work together and support each other to achieve our goals.

Growth

Our team members drive business growth by taking initiatives outside of their comfort zone.  We recognize team member accomplishments and celebrate even the smallest wins.

Adventuring Spirit

We challenge the stale, take risks, and think even beyond the space outside the box.  We are entrepreneurs committed to demolishing the stale competition. Together we blaze new creations and innovations.

Accountability

We value direct and transparent communication and a willingness to accept responsibility in decision making.  Our team members exercise independence and we learn from our mistakes.  Together we overcome challenges in our relentless pursuit of results.

Lightbox Attachment Improvements

July 25th, 2014

If you’ve been using the Reamaze Lightbox Support widget you might’ve noticed that attachments were not supported in replies to conversations. That changes today! You can now enjoy attaching files and images in your conversation replies!

Sync Up Contacts to Reamaze

July 21st, 2014

Yo! We’ve just updated our API briefly to give you the ability to sync up your contacts to your Reamaze Contact’s portal. Head on over to the API page here http://www.reamaze.com/api/post_contacts and use the POST end point to insert contacts data into Reamaze.

As we continue to improve and enhance available features, only customer names and emails are supported through the API. Custom fields will be coming soon so stay tuned!

Introducing the Easy-Peasy Support Anchor

July 10th, 2014

Alright alright. We’re pretty excited about two things today: 1) we’re making it easier than ever to implement our ever-so-popular support lightbox widget, and 2) we’re making the support lightbox widget prettier and more consistent than ever with a unified anchor. Here’s what things look like now:

Along with the easy of implementation, the support anchor also features a smaller form factor. With consistent access for your customers to reach your support portal, there’s also no longer a need for custom coding a custom trigger for the support lightbox! Simply plug and play and the anchor will appear across your site!

Get started by logging into your Reamaze account and going to “Settings” and then “Support Lightbox” under Website Integration. Let us know if you have any questions at support@reamaze.com!

Localize Your Knowledge Base!

July 3rd, 2014

We’ve been getting a lot of requests about the ability to localize public sites like knowledge bases. We understand the need for a localized experience for our international friends and have therefore released a new build of Reamaze which includes customizable text. When used in conjunction with the foriegn language of your choice, you can offer your customers a localized knowledge base!

You can easily access text customization by going to “Settings” and selecting “Brands”. Pick the brand you want to customize and select “Text Customization” under “Public Site Settings”. The settings in this page will allow you to customize specific UI elements to match the rest of your brand in terms of language preference.

We hope you’ll enjoy this small step toward a more intimate experience!

The Virgin Way

June 24th, 2014

This is a continuation of our series on great companies with great support. We haven’t thought of a name for the series yet so we’ll just call it what it is. Deal with it :)

A few weeks ago we asked some of our loyal users which companies came to mind for them when we mentioned “great customer service”. We were pleasantly surprised when quite a few of them threw out Virgin’s name. We hadn’t thought to analyze Virgin’s customer service history but we’re also not surprised by this nomination. Virgin’s continued success in all, or most, of its companies are nothing short of amazing. We dug a little deeper and here’s what we found.

Sir Richard Branson is a pretty humble man. One of our co-workers here has actually met the man of the hour and even spent some time with him during a commercial shoot. He can be described as someone who’s “passionate at the core”. His passion for greatness is an extension for his passion for people. Branson believed that with the right people, anything was possible. In an interview with Entrepreneur Magazine, he claimed that “if you treat your employees right, they will treat your customers right, and sustained profits will follow”.

We’ve always been a company that believed in an alternate version of that very mantra. You might build a product that makes your customers’ world go round. But it’s also your customers that make your world go round. Break that model and you’re the one that suffers. Your customers will simply find an alternative. Like Virgin, you need to not only build a product that successfully disrupts the market but also offer the level of customer service that is just as disrupting in order to steal customers away from your competition. Customer experience is the one true indicator for future potential. They go hand-in-hand, really. Also Branson’s words. Not ours.

So if you could build an empire like Branson’s and have the level of customer service like Branson’s, what could you do? Here are the tips we’ve gathered from Virgin.

Be Visible. A good leader is important for the success of any good business. And a good leader needs to be inspired constantly by employees and customers. It’s important to stay connected and grounded to what employees want, what customers want, and what employees believe customers want.

Express Passion for Serving Customers. Good customer service always starts at the top. Regardless of the type of business you’re in. Good customer service IS the single most important ingredient. Branson puts it this way: “Anyone can sell a product. We’re not in the business of selling a product. We’re selling the experience. If you fly on a Virgin plane…you know you’re going to have a completely different experience.”

Employees are your biggest assets. Your product or service is only as good as the employees you hire. Customers might try your product based on the notion of novelty. They return because they enjoy working with the people of your organization. Invest in people wisely. Bet on customer service to always win it for you in the end.

Hire Positive People. Enough said. Postive attitudes are infectious. The only way to generate sustainable positivity is to train your employees well and offer them the creativity and freedom to express themselves. Just like any company with great culture and an army of individuals willing to serve and work there, customers are just as likely to appreciate the positivity.

Seriously. Don’t take yourself too seriously. Customers adore authenticity. Your authenticity is part of the company culture. Remember to have fun.

Appreciations

June 19th, 2014

Did you provide good customer support? How do you know? If you haven’t already noticed, your customers can now show their appreciation for great support with a click of a button. Nothing says “Thank You” like a cyber “heart” sent your way.

Like everything else in Reamaze, we’ve stripped away the clutter and boiled the old stale “Did you find this useful?” and “How would you rate our support” prompts down to its essence: did you satisfy the customer? Appreciations say a lot more than a 1-10 rating. Think about it. What does a rating of 7 really tell you? To us, you either satisfy the customer or you don’t. Focus on providing great support and appreciations will come naturally. Customers can appreciate you right from the conversations feed or your email reply!

You can also keep track of your “Appreciations” performance as a report. Get a bird’s-eye view of just how amazing your team is!

So go ahead, take “Appreciations” out for a spin and let us know what you think!

Zap! Zap! Zap!

June 9th, 2014

Wanna connect Reamaze to other app you use but don’t see them on our apps page? Now you can take full advantage of our integration with Zapier! What is Zapier?

  • Zapier is a web automation platform that allows businesses to connect hundreds of best-in-breed web services, such as MailChimp, Evernote and GoToWebinar.
  • Zapier makes it easy for non-developers to connect their web services together, saving time and improving productivity.

Do your customers email you with nifty suggestions and feedback about your product or service? You can use Zapier to connect Reamaze to your Evernote account and create a note reminder in any of your workbooks!

Do you use Slack or Hipchat for team comms? If you do, it might make sense to stay in that environment but still keep track of support conversations as well. You can use Zapier to connect Reamaze to either of those and have new support requests pop up in a channel of your choice!

These are just a few ways you can expand what Reamaze can already do for your business. To get started, simply visit the apps page in your account settings:

Simple Isn’t Easy

May 28th, 2014

It’s probably no surprise that Amazon.com’s customer service has topped the Forbe’s “Best Customer Service” ladder many years in a row now. And to dumb it down to something we can all remember, Amazon’s advice for customer service is this: Keep It Simple. But how can so many busineses get it wrong if it’s so damn easy? The truth is, simple isn’t easy.

SimplicityBut let’s backtrack a little bit and agree that Amazon isn’t the most typical business. They do run a call center and they do have a support army. Compared to a more average small business, Amazon’s customer service solution might seem to be a simple numbers game – throw more money and people at it. However, there’s probably something more to Amazon’s secret.

Back in 2013, Jeff Bezos offered some insight into his customer service philosophy. The philosophy can be summarized into 7 simple mantras:

  1. It’s easy to listen to customers. However the first step of every employee must be to understand them and their needs in order to successfully better the organization.
  2. We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.
  3. Focusing on the customer makes a company more resilient.
  4. We’re not satisfied until it’s 100%.
  5. If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.
  6. Amazon’s success and failure is based upon the sucess and failure of the customer experience.
  7. A solid, heartfelt apology is true representation that your organization cares about the needs of the customer. That itself speaks louder than any multi-million dollar advertising message.

None of that is actually “simple”. However, as a growing small business, you can work toward a simple support process that exemplifies Amazon’s values by taking just a little bit of time to think about your customers. What are they like? What do they need? How can you help them get the most value out of your product? These are some basic customer-centric conversations you need to be having.

Simplicity isn’t simple because it requires the consistent removal of “excess”. To be successful at simplicity, a model of consistency must be built into your organization. Amazon’s success at simplicity is deeply rooted in their ability to consistently value the customer experience.