Reamaze Pricing: Which is the Best Plan for You?

February 5, 2021

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!

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 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. 

‘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’re handling them is a great way to build transparency and win your customers’ trust.

However, if you’ve noticed that many of your customers face issues that need detailed resolutions, not having a live screen-sharing option might be disappointing.

Plus, not sending CSAT surveys hinders you from knowing how happy your customers are with the service they’ve received. 

Another major drawback, not unique to just this plan, is that Reamaze has a “per user, per month” model. This can turn out to be extremely expensive when support tickets grow, and you’d need to add more reps to the team. 

‘Plus’ Pricing Plan

Reamaze plus pricing plan and features

Our key takeaways: Finally, we’re at the big-daddy of Reamaze pricing plans. If you’re a well-established enterprise with a distributed team and multiple departments handling support, the Plus plan is a great option.

You have a lot of different features to help you manage a large support team. For example, you can assign conversations to specific departments like sales or engineering instead of a particular person.

Plus, you get to use features like Staff shifts and Vacation days, which are incredibly beneficial while managing teams who work different shifts or different time zones. And by assigning roles to your agents, you get to control what information each agent has access to.

Additionally, in terms of reporting, you have access to a lot of information about how your team performs collectively and individually. This comes in handy to identify your best performers and those who can improve. 

There’s no question that the Plus plan has everything that a considerable enterprise managing support would need in terms of features. 

However, as already mentioned, we’re not big fans of the “per user, per month” model. It penalizes you for success and promotes unsafe practices like ‘seat sharing’ and the likes. But if the price is not a factor, this is a plan worth considering.

So those are the three pricing plans offered by Reamaze. They also have two other pricing options

The ‘Starter’ plan offers all the basic features for unlimited team members for $59/month. However, you are limited to just 500 active conversations. And at such low volumes, it might be worth considering:

  1. Handling customer support without a dedicated tool until you scale further
  2. Finding a cheaper Reamaze alternative

They also have an ‘Enterprise’ plan where the pricing is customized for you. It allows you to mix and match features from the Pro and Plus plans and add them to a Basic Plan. If you’re an ecommerce brand with particular needs, this might be the perfect option for you. 

Pricing Plan FAQs

If you’ve gone through the plans, but you’re still unclear about something, here are the most frequently asked questions and queries regarding Reamaze’s pricing.

What are ‘conversations’?

A conversation (also referred to as a ticket) is an interaction between a customer and your support team. It consists of all messages related to the same customer question, no matter the medium. So this can be across channels like live chat, email, social media, etc. Therefore multiple replies on the same thread will all be considered as a single conversation.

How many conversations will I have in a month?

Your monthly conversation volume depends on the type of products you're selling and the industry you’re in. However, according to Gorgias, most ecommerce stores can expect the number of conversations to be between 2% to 10% of total orders.

How many conversations can a single agent handle?

Much like the last answer, the number of conversations a single support rep can handle depends on their level of experience and the support queries’ complexity. However, by choosing the right ecommerce customer service software, you’re empowering your agents to manage support from across channels seamlessly and be as efficient as possible. 

Can all my support agents use Reamaze? 

Reamaze’s three main plans work on a “per user, per month” model, so you’ll be charged for every agent that uses the app. So while your whole team can use the tool, it might work out to be quite expensive as well. 

However, they have a ‘Starter’ plan for unlimited team members, which offers all the basic features for $59/month.

Is there a free plan on Reamaze?

Unfortunately, no. Reamaze’s cheapest plan, ‘Basic,’ starts at $29/user/month. However, they do offer a 14-day free trial where you get access to all their features. You won’t be billed unless you choose to continue with them.  

Do I have to install anything to use Reamaze?

Nope. You and your whole team can access Reamaze from any computer or mobile device with any modern browser.

Do I have to sign a contract?

Nope. You pay for Reamaze month-to-month, and you can cancel at any time. There are no cancellation fees.

What integrations does Reamaze support?

Reamaze has integrations with most tools you’re probably using on a day to day basis, including:

  • Shopify
  • Bigcommerce
  • WordPress
  • Stripe
  • G Suite
  • Slack
  • Jira
  • Aircall
  • Pipedrive
  • Zapier

Does Reamaze have an annual subscription plan?

Unfortunately, no. Reamaze does not currently offer annual pricing. All their pricing plans are monthly rates with no contract. 

Can I mix and match features from different plans?

Yes.  Reamaze has an ‘Enterprise’ plan that allows you to customize your plan. You can mix and match features from the Pro and Plus plans and add them to a Basic Plan.

Does Reamaze have volume-based pricing?

Yes. Reamaze has a  ‘Starter’ plan for unlimited team members, which offers all the essential features for up to 500 conversations at $59/month. Reamaze's volume-based pricing can also be customized with a higher monthly volume cap and additional features from the Pro or Plus plan.

Are there better alternatives to Reamaze? 

So, there you have it. 

You’re now equipped with all the information you need to decide which Reamaze pricing plan you should go for. 

However, you might think that none of their plans fit your exact needs and budget, especially considering the “per user, per month” pricing model.

But fret not. As I said initially, Reamaze isn’t the only ecommerce support solution out there for you. There are a ton of great Reamaze alternatives for ecommerce stores of all shapes and sizes. 

Of course, my personal favorite is our very own tool, DelightChat (surprise, surprise!). We’re built (and priced) for small and medium-sized DTC brands and have everything you need like an omnichannel helpdesk, team collaboration, deep integrations with Shopify, and the works. 

And since we charge based on the number of conversations you have, you can have your whole team using the app at no extra cost. 

Still not convinced? See how DelightChat stacks up against the competition. Specifically, 14 other excellent ecommerce support tools out there. 

And we will get even up the ante. If you join DelightChat’s waitlist today, you get 90 days of free beta.

So, that’s it! Now go ahead & dole out the best customer experience possible.

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