Before You Get Started
Howdy! Welcome to the getting started guide :)
Before you dive in, we highly recommend taking a guided video tour of Reamaze. You can find our video tutorial series here: https://reamaze.reamaze.com/kb/video-tutorial-series. The video tutorial will cover some topics not found in the getting st...
Step 1 - Connecting Your First Email Channel
The first step to taking advantage of Reamaze's features is to create an email channel. A channel can be an email mailbox, a Twitter handle, a Facebook page's comments feed, or a YouTube channel's comments feed.
Let's say you want to manage your current support conversations with Reamaze. Your c...
Step 2 - Inviting New Staff
Adding more staff members is a great way to get acquainted with Reamaze's notifications system and message distribution system.
Because each staff member registers for Reamaze using their own email address, they can easily receive notifications for incoming messages and customize their own exper...
Step 3 - Connecting Social Media Channels
An important part of great customer support is to connect with customers wherever they are. This probably means Twitter, Facebook, and Instagram.
Reamaze is brilliant with Twitter. When customers tweet you, you can reply right from within Reamaze. When you tweet your reply, Reamaze wi...
Step 4 - Creating Your Avatar
Customers want to know who they're talking to and interacting with. Being professional yet personal is a key element of success in customer support.
Reamaze is great at helping you be transparent about who you are and what your brand represents. When you reply to customer messages, Reamaze appen...
Step 5 - Adding Your Signature
Your signature represents who you are and what your role is at the company. Since Reamaze is a collaborative helpdesk system, you may choose to have multiple staff or a single staff with multiple personas for multiple brands. Therefore, it's important to setup your signature before you start conv...
Step 6 - Implementing Autoresponders
People need sleep right? Or maybe the occasional office field trip? Big matters aside, it's simply polite to let customers know that you've received their message and will be getting back to them soon. A simple, short, and friendly auto-responder will do wonders for your customer support. Avoid l...
Step 7 - Adding Response Templates
Response templates, also known as canned responses and sometimes as macros, is an efficient way for your support staff to reply to high volume messages.
Any staff member can create and edit response templates that are shared across your support team. We recommend using response templates to quic...
Step 8 - Third Party Apps
Reamaze is more amazing when you connect up 3rd party apps you're already using.
To connect a 3rd party app, click on the "Settings" tab and go to "Apps". If you use any of the services listed, simply click through and follow the on-screen instructions to connect. For apps not listed, we recom...
Appendix: Email Forwarding from a Google Group
Follow these simple steps to set up email forwarding from your Google Apps email to your Reamaze channel address:
If you're using the new Google Admin interface, groups will look slightly different. To set up forwarding in the new interface, follow these steps:
1) From the A...
Appendix: Email Forwarding from a Microsoft Office 365
Microsoft Office 365 Distribution Groups
How to setup a distribution group that forwards to a Reamaze mailbox:
Note: Microsoft Office 365 has a documented bug regarding subdomains in distribution groups. In order to forward incoming mail to Reamaze, you must first create a new user/mailbox.
Appendix: Email Forwarding from Gmail and Google Apps
One of the most important things to setup in Reamaze is your email channel (for interacting with customer emails) and setting up forwarding (so you can bring in customer emails from an address you already use).
Appendix: Forwarding emails from your GoDaddy account
Forwarding emails from your existing GoDaddy email to a Reamaze mailbox:
Note: If you don't have a GoDaddy email address or would simply like to setup a forwarding account, please click here to see instructions.
Login to your GoDaddy account management screen and click on the "My Accou...
Appendix: Transitioning from Zendesk to Reamaze using Zapier
The question we get asked almost on a daily basis is: “How do I transition over from Zendesk without doing a massive import?” and “How do I test Reamaze out while keeping all my tickets in Zendesk?”
When we answer this question, we always make sure to tell the customer first and foremost that we...
Ideal setup for proper email lifecycle
Reamaze works best when each staff user/agent is registered and has their own email addresses connected. Each staff user should respond from their own emails to the notifications sent by Reamaze. Reamaze takes care of routing emails properly back to the original customer.
Here's what a potential...