Picking a helpdesk is a big deal. You’re not just choosing a tool, you're picking the platform your team will live in every day and the one that shapes your customer conversations. Reamaze is a popular choice, especially for e-commerce businesses, because it packs a shared inbox, live chat, and chatbots all into one system.
On the surface, the features look great. But digging into the details of Reamaze pricing is essential for any team that's planning to grow. The plan that works for you today might not be the most budget-friendly option six months from now when your support tickets and team size have doubled.
This guide will give you a straight-to-the-point breakdown of every Reamaze plan, its features, and the hidden costs you might not notice at first. We'll help you figure out if it’s really the right fit for your support team's future.
What is Reamaze?
Reamaze is a customer service platform built to help online businesses manage all their customer chats in one spot. It pulls in conversations from email, live chat, social media, and SMS, so your team isn't constantly switching between different apps.
The main parts of Reamaze are a shared Inbox for team collaboration, Live Chat and Chatbots for your website, a customizable FAQ for self-service, and a Live dashboard that shows you who’s browsing your site in real-time.
It’s especially popular with online stores because it connects deeply with platforms like Shopify. Reamaze also has some AI features (currently in beta) that are designed to assist agents. Think of them as a helping hand for drafting replies or summarizing conversations, not as a tool that fully automates answers on its own.
A complete breakdown of Reamaze pricing plans
Reamaze has two main pricing models: one based on how many users you have, and another based on your conversation volume. The one you pick can really change your monthly bill, especially as your team gets bigger. Let's get into what you get with each.
User-based Reamaze pricing plans
This is the most straightforward option Reamaze offers. You just multiply the plan price by the number of people on your team. Simple enough. If you have five agents on the Basic plan, you'll pay 5 x $29 every month.
Here’s a look at how the features compare across the three main plans.
| Feature | Basic ($29/user/mo) | Pro ($49/user/mo) | Plus ($69/user/mo) |
|---|---|---|---|
| Core Channels | Unlimited Email, Live Chat, Social | All Basic features | All Pro features |
| Brands | 1 | Unlimited | Unlimited |
| Automation | Chatbots, Workflows, Cues | All Basic features | All Pro features |
| Reporting | Basic Reporting | Advanced Reporting | Staff Performance Reporting |
| Key Features | FAQ, Website Integration | Multi-Brand, Live View | Peek (Screensharing), Video Calls |
| Team Management | Standard | Standard | Departments, Staff Shifts, Roles |
What's the catch?
The main problem with a per-agent model is that your costs go up every time you grow. When business is booming and you need to hire more support agents, your software bill automatically gets bigger. This makes it tricky to bring on part-time or seasonal help, since you’re paying a full price for each person no matter how much they actually use the tool.
A different way to think about it is to focus on reducing the number of tickets your team has to deal with at all. Instead of paying for more people, you could use AI to handle a chunk of your common questions. Tools like eesel AI have pricing based on AI resolutions, not on how many seats you have. This approach is way more cost-effective for scaling because you’re paying for the work that gets done, not for headcount.
Volume-based Reamaze pricing plans
Reamaze also has a pricing model based on the number of "active conversations" your team handles. They define an active conversation as any ticket that gets a reply from an agent, a chatbot, or even an autoresponder. This option is meant for teams where the number of agents changes often.
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Starter Plan: This plan is $59 per month and covers up to 500 active conversations. You get all the features from the user-based Basic plan, but you can have as many team members as you want.
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Pro and Plus Volume Plans: This is where things get a bit murky. Reamaze says they have volume-based options for their Pro and Plus plans, but they don't list the prices or conversation limits publicly. If you want that info, you have to get on a call with their sales team.
What's the catch?
The Starter plan is clear, but hiding the pricing for the higher-volume plans is a real headache for growing businesses. You can't forecast your costs without talking to a salesperson, which just slows everything down. It feels like you're being forced into a sales pitch just to get basic information that should be out in the open.
This is a big difference from the transparent pricing you see with platforms like eesel AI. All the plans and costs are laid out on the website, so you know exactly what you’re getting into and can scale your automation without surprise bills or mandatory demos.
Enterprise and custom Reamaze pricing plans
For larger businesses, Reamaze offers custom plans. Just like the higher-tier volume plans, you have to contact their sales team to learn more. This puts their most advanced features behind a sales wall, which can be a real drag for teams that just want to get moving.
Key features and limitations in Reamaze pricing tiers
The monthly price is one thing, but the real value is in the features. Is it worth upgrading? Let’s look at what you get, and what you might be missing.
Multi-brand support (Pro plan and up)
For e-commerce businesses running more than one store, multi-brand support is a lifesaver. It lets you manage customer service for all your websites from one account. It's pretty much a must-have if you operate multiple brands, but it's only available on the Pro plan, which starts at $49 per agent per month. That's a big price jump if it's the main feature you're after.
AI and automation capabilities
Reamaze talks a lot about its AI, but it's important to know what it actually does. The AI is mostly there to assist your agents by suggesting replies, summarizing chats, and helping draft FAQ articles. These tools can definitely make your team faster, but they don't resolve tickets by themselves.
The limitation and an eesel AI alternative
That's a pretty big limitation for any team that's serious about automation. Agent-assist tools are nice, but they don't lower your overall ticket count. Your team might answer tickets a little faster, but they're still answering the same number of them.
If you really want to deflect tickets, you need an autonomous solution. The AI Agent from eesel AI is exactly that. It's a fully independent agent that learns from your past tickets and help docs to resolve customer issues from start to finish without needing a human to step in. This directly cuts down on the number of tickets your agents have to touch, freeing them up for the more complicated problems that actually need their attention.
Integrations and workflow complexity
Reamaze has a good list of integrations, including direct connections to Shopify and BigCommerce.
The limitation and an eesel AI alternative
But if you want to build more advanced workflows, you'll probably need to use a third-party tool like Zapier. That means adding another app to manage, another potential weak link in your process, and of course, another subscription fee to your monthly expenses.
In contrast, eesel AI has its own powerful workflow engine built right in. You can set up your AI agent to do things like look up order details, process refunds, or update a customer's profile in your CRM, all without needing to pay for and manage an extra tool.
Is the Reamaze pricing model right for your business?
So, when does Reamaze pricing make sense? It can be a great option for small teams or startups that fit neatly into the Basic or Starter plans. If you like the idea of an all-in-one system and your team size isn't changing much, the simplicity is hard to beat.
But the problems start to show up as you scale. The per-agent pricing makes it expensive to grow your team, and the fuzzy details on volume-based plans make it tough to plan your budget.
This is why it helps to think of this as a support strategy, not just a software purchase. The modern way to handle customer support is to use automation to keep costs down while making customers happier. Instead of hiring more agents to handle more tickets, you use AI to handle the tickets for you.
Tools like eesel AI plug right into the helpdesk you already use, giving you powerful automation without a painful migration. With a cost-effective pricing model based on usage, clear plans, and a risk-free simulation mode that shows you its value before you pay, it’s built for businesses that want to scale smarter.
Focus on automation, not just seats
Reamaze is a solid helpdesk, but its pricing can create real roadblocks for growing teams. The per-agent model means your costs grow right along with your team, important features are stuck in pricey plans, and the lack of transparent pricing for higher volumes makes planning ahead a guessing game.
The best way to manage support costs isn't just about finding a cheaper price per person. It’s about reducing the number of tickets that need a person to answer them in the first place.
Real scalability comes from smart automation that deflects common questions, solves simple issues, and gives your customers instant answers. That's where modern AI tools provide the biggest bang for your buck.
Supercharge your support without switching your helpdesk
Instead of ripping out your current helpdesk, what if you could add an AI Agent that automates up to 70% of your tickets? eesel AI connects to your existing tools and knowledge in minutes, learning from your past conversations to deliver accurate, on-brand support.
See how much you could automate. Run a free, no-risk simulation on your own ticket history today.
Frequently asked questions
Reamaze primarily offers two pricing models: user-based, where you pay per agent, and volume-based, which charges based on the number of active conversations your team handles. Both models aim to accommodate different team structures and usage patterns.
For user-based plans, your costs directly increase with each new agent you hire, making it expensive to scale or add seasonal help. For volume-based plans, while the Starter plan is clear, higher-tier Reamaze pricing for increased conversation limits requires contacting sales, making future cost forecasting difficult.
Core features like email, live chat, and basic automation are in the Basic plan. Multi-brand support, advanced reporting, and Live View are available from the Pro plan, while Peek (screensharing) and video calls come with the Plus plan. Many advanced features are gated behind higher Reamaze pricing tiers.
Yes, Reamaze does not publicly list the costs or conversation limits for its higher-tier Pro and Plus volume plans, nor for its Enterprise custom plans. To get this information, businesses are required to contact their sales team, which can slow down the decision-making process.
Reamaze's AI features are primarily agent-assist tools, designed to help agents respond faster rather than autonomously resolve tickets. Therefore, if your goal is significant ticket deflection through independent AI, the current Reamaze pricing model might not fully support that level of automation without additional solutions.
The Reamaze pricing model is most suitable for small teams or startups whose needs fit neatly into the Basic or Starter plans, especially if their team size or conversation volume is stable and not expected to grow rapidly. It provides a straightforward all-in-one system for these specific use cases.
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Article by
Stevia Putri
Stevia Putri is a marketing generalist at eesel AI, where she helps turn powerful AI tools into stories that resonate. She’s driven by curiosity, clarity, and the human side of technology.
