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.

Support Lightbox Attachments

May 20th, 2014

Do you use Reamaze’s support lightbox integration? If so, you’ll be happy to hear that in addition to the new custom fields, customers can now upload screenshots, documents, and other nifty things to you right from the lightbox at the comfort of their own homes.

Automatic Spam Filtering

May 15th, 2014

You can now proactively screen out spam messages using Reamaze’s automatic spam filtration tool. We’ll take care of taking out the garbage for you from now on. You can turn spam filtering on by going to Settings > Channels > Your email channel. Scroll down and you should see:

My My… May Updates

May 11th, 2014

Keyboard Shortcuts

The absence of keyboard shortcuts has left many Reamaze users wanting for an easier and faster way to access conversations and features. That’s why we’re sure many of you will throw your hands up in joy when you hear that keyboard shortcuts are now available for Reamaze. Simply hit “?” on the main dashboard to bring up the legend.

Keyboard Shortcuts

Forward Emails to Reamaze

We’re always trying to make your life easier with simple and intuitive features. We also understand that you may not be sitting in front of your computer all day waiting for support emails. This is why we just added the abillity to forward any of your incoming emails to Reamaze. Reamaze will intelligently parse out the relevant body of the email, append the correct original sender of the email, append the correct “reply-to” address, and also notify everyone on your team.

Forward

Remove Tags (Bulk Remove)

You can now remove tags easily by first clicking on the tag and then on the “Delete tag” link. You no longer need to remove each tag individually from conversations. Yay!

Remove tag

Support Lightbox Integration (Custom Fields)

Are you currently using Reamaze’s support lightbox widget on your site? Do you wish you can have customer fill out a bit more information beyond just their name and email? With custom fields, you can request a bit more information to make your support process more efficient. Find out how to get started by going to Settings – Website Integration (Support Lightbox).

custom fields

Improved Collision Detection

How many times has the Reamaze Collision Detector spared you from an embarassing situation? We’re adding even more intelligence to collision detection to help you avoid conflicting or duplicate responses. Instead of just protecting you with a 5-minute window, Reamaze now helps you avoid duplicate replies to old/stale conversations.

collide

Customer Support through Slack

April 24th, 2014

If you use Slack, you’re probably accustomed to managing just about everything related to your team’s digital workflow through it. Google documents, git commits, project management, etc. That’s the beauty of an integrated workflow.

In case you’ve been looking for another fitting piece to the puzzle, look no further: Reamaze now integrates with Slack to bring customer support to your team’s channels.

This is not just simple message integration. Reamaze also allows you to map your Reamaze support agents to your Slack team members so the proper team members get @mentioned when a new message arrives. More signal, less noise — just the right solution for your already overloaded Slack channels.

It goes without saying then that we’re super excited to announce Reamaze integration for slack and we can’t wait for Slack and Reamaze users to enjoy the benefits. The team over at slack has also provided an awesome set of instructions to help you get started.