Best Re:amaze Alternative for E-commerce Teams [2026]
Re:amaze has been a solid mid-market option for e-commerce support teams. It's simpler than Zendesk, cheaper than Gorgias, and handles multiple channels reasonably well.
But "reasonably well" might not be cutting it anymore.
If you're exploring Re:amaze alternatives, you're probably hitting one of these pain points:
- Per-seat pricing getting expensive as your team grows
- AI features feel basic compared to newer tools
- Need something more specialized (either simpler or more powerful)
This guide compares Re:amaze to the best alternatives for e-commerce teams, with honest trade-offs for each.
Why Teams Switch from Re:amaze
Per-User Pricing Adds Up
Re:amaze charges per user:
- Basic: $29/user/month
- Pro: $49/user/month
- Plus: $69/user/month
A team of 5 on the Pro plan = $245/month. That's not cheap, especially when ticket volume varies seasonally but you're paying for seats year-round.
AI Is Basic
Re:amaze has some automation, but it's rule-based. You create workflows, set triggers, use macros. The AI doesn't actually draft responses—it helps route and categorize.
In 2026, when AI can write complete, personalized responses in seconds, rule-based automation feels dated.
Multi-Channel Can Be Overkill
Re:amaze supports email, chat, social, SMS, and more. But if email is 80% of your volume (true for most e-commerce), you're paying for channels you barely use.
Interface Showing Its Age
Re:amaze hasn't had a major refresh in years. It works, but it feels cluttered compared to modern tools.
Top Re:amaze Alternatives
1. Aidly — Best for AI-Powered Email Support
What it is: AI-first email support. AI drafts complete responses instantly; you review and approve.
Pricing:
- Free: 5 emails to test
- Pro: $166/month flat (bring your own API key)
- Plus: $208/month flat (AI included)
Why switch from Re:amaze:
| Factor | Re:amaze | Aidly |
|---|---|---|
| 5 users, Pro tier | $245/month | $208/month (unlimited users) |
| AI capabilities | Basic automation | Full response drafting |
| Per-ticket cost | Fixed (seat-based) | Decreases with volume |
| Setup time | Hours | Minutes |
The difference: Re:amaze gives you a multi-channel inbox. Aidly gives you an AI assistant that handles your email volume.
Best for: Email-focused e-commerce teams (500-5,000 tickets/month) who want AI leverage, not just better organization.
Trade-off: Email only. No live chat, phone, or social built-in.
2. Help Scout — Best for Simplicity
What it is: Clean, simple shared inbox. Does email well without the complexity.
Pricing:
- Standard: $20/user/month
- Plus: $40/user/month
Why switch from Re:amaze:
- Even simpler interface
- Lower cost for small teams
- Great knowledge base features
- No overwhelming features you won't use
Best for: Small teams (1-5 people) who want email support without learning curve.
Trade-off: Less e-commerce specific. Limited integrations with Shopify/WooCommerce.
3. Gorgias — Best for Deep E-commerce Integration
What it is: E-commerce focused helpdesk with native Shopify/BigCommerce/Magento integrations.
Pricing: Based on ticket volume
- Starter: $50/month (300 tickets)
- Basic: $180/month (2,000 tickets)
- Pro: $450/month (5,000 tickets)
- Advanced: $900/month (10,000 tickets)
Why switch from Re:amaze:
- Deeper e-commerce integrations (edit orders from inbox)
- Better macros and automation
- Social media integrations included
Best for: High-volume e-commerce stores that need omnichannel + deep store integration.
Trade-off: Gets expensive at scale. AI is still macro-based, not generative.
4. Freshdesk — Best for Feature Breadth
What it is: Full-featured helpdesk from Freshworks. Competes with Zendesk.
Pricing:
- Free: Basic ticketing
- Growth: $15/agent/month
- Pro: $49/agent/month
- Enterprise: $79/agent/month
Why switch from Re:amaze:
- More features at similar price
- Better reporting and analytics
- Stronger automation engine
- Part of Freshworks suite (CRM, marketing)
Best for: Growing teams that want a scalable platform with room to grow.
Trade-off: Less e-commerce focused. Generic helpdesk, not optimized for Shopify.
5. Zendesk — Best for Enterprise
What it is: The enterprise standard. Every feature, every integration, enterprise pricing.
Pricing:
- Suite Team: $55/agent/month
- Suite Growth: $89/agent/month
- Suite Professional: $115/agent/month
Why switch from Re:amaze:
- Unlimited scale
- Enterprise security and compliance
- 1,000+ integrations
- Industry standard for large teams
Best for: Teams with 20+ agents and enterprise requirements.
Trade-off: Expensive. Complex. Overkill for most e-commerce.
Aidly vs Re:amaze: Detailed Comparison
Since Aidly represents a different approach (AI-first vs. traditional helpdesk), let's compare directly.
Pricing Comparison
Re:amaze (5 users on Pro):
- Monthly: $245
- Annual: $2,940
- Cost per additional user: +$49/month
Aidly (Plus plan):
- Monthly: $208 (unlimited users)
- Annual: $2,499
- Additional users: $0
Savings with Aidly: $441/year immediately. More as you add users.
Feature Comparison
| Feature | Re:amaze | Aidly |
|---|---|---|
| Shared inbox | ✓ | ✓ |
| Email support | ✓ | ✓ |
| Live chat | ✓ | ✗ |
| Social media | ✓ | ✗ |
| SMS | ✓ | ✗ |
| AI response drafting | ✗ | ✓ |
| Self-learning AI | ✗ | ✓ |
| E-commerce integrations | ✓ Good | ✓ Shopify native |
| Knowledge base | ✓ | Coming soon |
| Automation rules | ✓ Complex | ✓ Simple |
The Core Difference
Re:amaze approach:
- Multi-channel inbox organizes conversations
- Agents write responses (with macro help)
- Automation routes and tags
- You need more agents for more volume
Aidly approach:
- AI writes responses instantly
- You review and approve
- AI learns and improves
- Same cost at 1,000 or 5,000 tickets
Daily Workflow Comparison
Using Re:amaze:
- Ticket arrives, gets routed
- Agent opens ticket, reads message
- Agent checks customer/order info
- Agent finds relevant macro or writes response
- Agent personalizes and sends
- Time: 4-7 minutes per ticket
Using Aidly:
- Ticket arrives, AI drafts response instantly
- You open ticket—draft is ready
- Order info already populated in draft
- Review, edit if needed, approve
- Time: 1-2 minutes per ticket
Migration: Re:amaze to Aidly
Timeline: 1-2 hours
Step 1: Export from Re:amaze (20 min)
- Export canned responses/macros
- Export customer data if needed
- Note automation rules you want to recreate
Step 2: Set up Aidly (10 min)
- Connect support email
- Connect Shopify integration
- Import macros as templates for AI to learn
Step 3: Test (30 min)
- Send test emails
- Compare AI drafts to your macros
- Adjust tone/voice settings
Step 4: Parallel run (1 week)
- Route some tickets to each platform
- Compare speed and quality
- Build confidence
Step 5: Switch
- Route all email to Aidly
- Keep Re:amaze for chat/social if needed
- Or cancel entirely
What You'll Lose
- Live chat widget
- Social media inbox
- SMS support
- Multi-channel unified view
- Complex automation workflows
What You'll Gain
- AI-drafted responses (4x faster)
- Flat pricing (no per-seat costs)
- Simpler interface
- Self-improving system
Decision Guide
Choose Aidly if:
- Email is 70%+ of your support volume
- You want AI to draft responses, not just organize them
- Per-seat pricing is frustrating
- You value simplicity over feature breadth
- You're a small-medium team (1-10 people)
Stay with Re:amaze if:
- You genuinely use chat, social, and SMS equally
- Multi-channel unified view is critical
- You've built complex automation workflows
- Switching cost outweighs benefits
Choose Gorgias if:
- You need deep e-commerce actions (edit orders from inbox)
- Omnichannel is important
- You're okay with ticket-based pricing
Choose Help Scout if:
- You want the simplest possible email tool
- E-commerce integrations aren't critical
- Budget is tight
Try Before You Switch
Aidly offers:
- 5 free emails
- No credit card required
- 5-minute setup
See how AI handles your actual customer emails before committing.
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