Also, finding the right ecommerce customer service tool that fits your needs will help you:
support more customers
speed up responses
save the time your support team spends greece mobile phone number list on managing queries and tracking orders
And offer the best customer experience that you possibly can.
So let’s get started with finding the customer support apps for Shopify.
Table of Contents
Reamaze vs Freshdesk - A Quick Comparison
Overview - Reamaze and Freshdesk
Top Differences Between Reamaze and Freshdesk
Top Similarities Between Reamaze and Freshdesk
Customer Reviews
FAQs
Considering better & more affordable options?
Reamaze vs Freshdesk - A Quick Comparison
If you’re looking for a tool that has features from the best support tools on the market, try DelightChat for free.
Overview - Reamaze and Freshdesk
Before we get into comparing Reamaze and Freshdesk, let’s get a bit of context for both the tools to start.
Reamaze is an incredible help desk software for ecommerce brands. It helps your team to resolve customer queries seamlessly. The live chat feature in Reamaze is well-known in the market. It combines email, social media, mobile, and chat conversations seamlessly so your customers can reach you however they want. You can seamlessly collaborate with teammates using assignments, notes, and shared views.
Freshdesk is a cloud-based customer service software that enables businesses of all sizes to deliver great customer support. It converts requests coming in via email, web, phone, chat, and social into tickets, and merges ticket resolution across channels. Freshdesk also lets you automate workflows, provide self-service, manage SLAs, and measure metrics, so you can stay on top of all things customer support.
Looking for a Freshdesk alternative that’s tailor-made for Shopify?
Unlike Freshdesk, DelightChat is custom-built for Shopify where you can go from set-up to managing support across channels from one screen in 5-minutes.
Learn moreTop Differences Between Reamaze and Freshdesk
Let’s get right into the major differences between both of these shared inbox tools for your Shopify store.
Ecommerce Viability
One of the major differences between Reamaze and Freshdesk is their ecommerce support.
Reamaze is a great tool for ecommerce businesses who operate their stores on Shopify, Woocommerce, and other major ecommerce platforms. Reamaze allows you to deeply integrate with these platforms and lets you modify, cancel and refund orders on the chat screen. Apart from that, you can also use the data from your ecommerce store directly into your canned responses to create more personalized messages for your customers.
Freshdesk is a great helpdesk tool but isn’t built specifically for ecommerce stores. It integrates with Shopify through third-party integration. While it allows you to edit, cancel or refund orders, the data from Shopify cannot be directly used in your customer responses as Reamaze does. So this adds additional steps for your agents to pull the relevant data from the database.
Ecommerce viability: Reamaze
| Freshdesk 
Automatic Follow-ups
When you’re overloaded with customer queries, you do not want your agents to spend time following up with customers if it can be automated.
Reamaze does not have automated follow-ups as a feature. Your agents can set reminders or notifications for following up with customers but the follow-up email needs to be sent manually.
Freshdesk has a scheduled email feature that allows your agents to create customized follow-up emails using a feature called “Supervisor” which is a rule-based automation system within the tool. You can set the follow-ups to be automatically made after the last message was sent by the agent but there was no response from the customer.
Automated Follow-ups: Reamaze
| Freshdesk Chatbots
If you could automate a major part of your customer support, that can save a lot of time for your agents to spend on answer queries that cannot be automated.
Reamaze offers a variety of rule-based chatbots that perform specific activities like greeting customers, providing order information, pulling FAQs from your knowledge base, and responding to queries with the help of a customized workflow. The only caveat is that your customers have to select from the options when talking to a bot. This may be a limitation depending on your use case, but is a great way to resolve common queries.
Freshdesk on the other hand uses artificial intelligence and merges it with rule-based chatbots to make your responses smarter. Freshdesk pulls and displays data from your knowledge base to respond to customer queries. However, the benefit of using AI is that your chatbot can understand the query without manually adding keywords or rules for the same.
Advanced chatbots: Reamaze
| Freshdesk Status Updates
So much of your customer support requires notifying users about updates to your system or responding to order-related queries for customers.
Reamaze offers a “Status Page” where you can share public updates about your systems and other operational updates. You can also display status updates on the live chat if there is a running issue that you’re working on at present. For example, if the orders are delayed due to bad weather, you can display the status update before a user can initiate a live chat.
Freshdesk does not have such a feature yet.
System/Status updates: Reamaze
| Freshdesk Live Chat
Many store owners prefer they have a live chat on their website to either collect leads, quickly answer questions, or simply because it’s an added support channel for customers.
Reamaze offers a highly customizable, built-in live chat feature that you can add to your websites. All the customizations and automation can be performed from the same Reamaze dashboard.
Freshdesk does not offer an in-built live chat feature. Instead, it does so by integrating with another product of its own - Freshchat. This may not be an inconvenience to most users but having most of the necessary features built into the app is better when new features are introduced to the app.
Live Chat: Reamaze
| Freshdesk Integrations
Every company relies on a different toolset for its business needs. And it does not make sense to complicate the help desk by adding in-built support for all the tools.
So, a majority of the companies take the integration route.
Reamaze integrates with a host of business tools. The integrations with “Reamaze” are much higher than Freshdesk and Freshchat combined. So you may have way more options to work with when using this tool. You can check the integrations for Reamaze here.
Freshdesk does integrate with a variety of business tools and if you use some of the major business tools, you may be absolutely fine with using either of these two. You can check the available integrations for Freshdesk here.
Integrations: Reamaze
| Freshdesk Multiple Store Support
If you own more than one ecommerce store, switching between the support channels for each of the stores is inefficient.
Reamaze solves this problem by allowing you to integrate multiple stores and the support channels for each store or website on the same dashboard.
Freshdesk allows you to add unlimited support channels but does not separately mark them under a specific store name. This may be an inconvenience and cause trouble when you have different teams for each store.
Multi-store support: Reamaze
| Freshdesk Pricing
The price of the tool should fit your budget and requirements. Buying in on an overpriced tool will only eat away at your ROI.
Reamaze comes with five plans where the lowest one starts at $29/user/month. The fun fact here is that Reamaze also got a Startup plan at flat $59/month that offers all the features from its Basic plan but limits active conversations to 500 per month.
Freshdesk is priced per agent. While the free tier is perfect if you just want to get started, the paid plans offer automation and a multitude of features that we’ve discussed here.
If you do not prefer the per-agent pricing, try DelightChat. Our prices are based on the number of unique customer conversations per month. And, if you’re a Shopify user, this might be a great alternative to choose when comparing Reamaze and Freshdesk.
Both Reamaze and Freshdesk charge on a per agent basis. However, you can opt for the free tier on Freshdesk or the Startup plan with Reamaze for unlimited agents with limited functionality. If you prefer a ticket-based pricing, you can go with DelightChat.
Top Similarities Between Reamaze and Freshdesk
Let’s now take a look at the similarities between Reamaze and Freshdesk.
Workflows
Automation makes work easier for your agents and helps speed up responses for your customers even if an agent isn’t available immediately.
Both Reamaze and Freshdesk have customizable rule-based automation systems built within the app that allow you to perform various repetitive tasks. These include greeting customers, responding with a knowledge base article, assigning tickets to the right teams, and much more.
Knowledge base
Having a knowledge base built into your customer support tool can be a great way to empower your customers to serve their queries without an agent. This also builds trust within your company as it makes the customer feel “understood”.
Reamaze and Freshdesk have their variants of internal and external knowledge base systems. You can create FAQs for your customers and agents, or agents only while publishing the knowledge base article.
Agent Collision Detection
When multiple agents work together on a shared inbox, it becomes important to ensure that you two agents do not accidentally respond to the same query twice.
Both Reamaze and Freshdesk display if an agent is already working on a query right on the dashboard, and even on the chat screen itself. This reduces the chances of a collision on your chat messages.
Ticket Handling
The entire concept of a helpdesk is where you convert customer conversations from multiple channels into tickets. But when you’re being overwhelmed with tickets, you need to make sure that the tickets are being handled well.
Reamaze and Freshdesk have rule-based automation that allows you to create workflows and systems to identify the tickets and assign them to the right team members. You can also create workflows to automatically close tickets, send a closure email, and more.
