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Side-by-side record

Document360 vs. Re:amaze

A side-by-side view of the product records we have today. Use it to narrow the question, then confirm current pricing, limits, and security details with each vendor.

The short version

Re:amaze starts at $26 per seat, versus Document360 at Custom pricing. Document360 carries the higher aggregate rating (4.7/5 vs 4.6/5).

Full comparison

Document360from Custom pricing
Re:amazefrom $26 per team member/month
Audyense Score61AS*Fair77ASStrong
PositioningAI-powered knowledge base for self-service customer supportAI helpdesk, live chat, and chatbots built for ecommerce
Free tierNoNo
DeploymentCloud / SaaSCloud / SaaS
Best fitSMB, Mid-market, EnterpriseStartup, SMB, Mid-market
Pricing plans
  • ProfessionalCustom pricing
  • BusinessCustom pricing
  • EnterpriseCustom pricing
  • Basic$26
  • Pro$44
  • Plus$62
  • Starter$59
AI featuresYesEddy AI assistant for search/answers plus AI writing and an optional AI Premium SuitePartialAI agent for chat/FAQ deflection with included resolutions per tier, but reviewers describe AI as relatively basic vs. larger rivals.
Automation & macrosPartialContent workflow/review automation for documentation, not help-desk ticket macrosYesWorkflow automation, response templates/macros, and chatbots available from the Basic tier.
CSAT & satisfaction surveysPartialArticle-level reader feedback (helpful/not-helpful) and analytics rather than full CSAT surveysPartialCustomer satisfaction ratings included on the Plus tier only.
Knowledge base & help centerYesCore product: structured, versioned, multi-language knowledge base with strong searchYesPublic and internal FAQ/knowledge base embeddable in the chat widget; editor lacks native in-article image uploads.
Live chat & messagingNoNot a live-chat product; integrates with chat tools like Intercom, Drift, and CrispYesCore feature; live chat with chatbots, proactive messages, screensharing, and in-chat video (higher tiers).
Omnichannel supportNoSelf-service documentation focus; no native multi-channel inboxYesUnifies email, live chat, social media, SMS/MMS, and VoIP/voice in one inbox.
Public APIYesPublic API available for managing content and integrationsYesRe:amaze offers a REST API and webhooks for custom integrations.
Reporting & dashboardsYesAnalytics dashboards for articles, search terms, reader behavior, and feedbackYesBasic reporting on all plans; advanced and staff-performance reporting on Pro/Plus.
Shared inbox & ticketingNoNo shared inbox / ticketing; pairs with help desks such as Zendesk or FreshdeskYesCentral shared inbox is the product’s core; supports multiple brands on Pro and above.
SLA managementNoNo ticket SLA management; not a help-desk workflow toolPartialOffers response workflows, shifts/vacation tracking, and staff performance reporting rather than dedicated formal SLA/escalation policy tooling.
Integrations verified—30+
Aggregate rating4.7 · 498 reviews4.6 · 192 reviews
Integrations
ZendeskFreshdeskIntercomSlackMicrosoft TeamsZapier+8 more
ShopifyBigCommerceWooCommerceMagentoKlaviyoStripe+9 more
Security & compliance
SOC 2 Type IIISO 27001GDPR
SOC 2GDPRPCI DSSHIPAA
Pros
  • Intuitive article editor and flexible content organization (deep category hierarchies, tags, versioning)
  • Powerful, fast knowledge base search that helps readers and agents find content quickly
  • Responsive, well-rated customer support and onboarding
  • Built-in AI (Eddy) plus article/search/reader analytics to improve self-service over time
  • Tight ecommerce integrations surface order, shipping, and customer history in-thread (G2/Shopify reviews)
  • Easy to set up and intuitive for new agents; strong cost-to-feature ratio (Capterra/Shopify)
  • Genuinely omnichannel: email, live chat, social, SMS, and voice in one inbox
  • Fast, competent customer support noted repeatedly by reviewers
Cons
  • Widely described as expensive, with pricing now quote-only and some features behind higher tiers
  • Occasional editor friction: image upload issues and inconsistent formatting reported by reviewers
  • Some users note missing or gated features relative to expectations
  • No public per-plan pricing makes cost comparison and budgeting harder
  • AI features and advanced automations are relatively basic vs. larger competitors (Capterra)
  • Live-chat backend/agent UI can feel clunky and occasionally breaks (Capterra/Shopify)
  • Knowledge-base editor lacks native image uploads, requiring external URLs (Capterra)
  • Costs climb with usage/resolutions and per-seat scaling; some feel price is high (Reddit/Shopify)
Visit Document360 ↗Visit Re:amaze ↗

Editorial read of this comparison

The table summarizes structured facts; this section explains what the differences mean for a real buying decision.

Where each tool fits, and where it may not

Document360

Document360 is a cloud-based knowledge base and self-service documentation platform for building public help centers, private internal wikis, and product documentation. It centers on a rich article editor with Markdown/WYSIWYG, category hierarchies, versioning, multi-language support, powerful search, analytics, and an AI assistant (Eddy) for search and content assistance. It is aimed at technical writers, support teams, and SaaS companies deflecting tickets through self-service rather than replacing a full help desk.

A particularly good fit for: Technical writers and documentation teams maintaining large, structured knowledge bases SaaS companies building public customer-facing help centers and product docs Teams needing versioning, multi-language, and deep category/tag hierarchies for self-service

May be a poor fit if: Teams wanting an all-in-one help desk with ticketing, shared inbox, live chat, and SLA management Budget-conscious small teams deterred by quote-only pricing and features gated to higher tiers

Re:amaze

Re:amaze is a cloud helpdesk and customer messaging platform (owned by GoDaddy) that unifies email, live chat, social media, SMS, and voice into a single shared inbox. It is especially popular with ecommerce and Shopify merchants for its deep store integrations, chatbots, workflow automation, and knowledge base.

A particularly good fit for: Shopify and other ecommerce merchants wanting order context inside support conversations Small-to-midsize support teams consolidating email, chat, and social into one inbox Businesses managing multiple brands or storefronts from a single helpdesk

May be a poor fit if: Enterprises needing advanced AI, deep automation, or heavy SLA/ITSM tooling Teams wanting a rich knowledge-base editor (e.g. native in-article image uploads)

Pricing and plan structure

Document360: Published starting price Custom pricing

  • ProfessionalCustom pricing
  • BusinessCustom pricing
  • EnterpriseCustom pricing

Re:amaze: Published starting price $26 per team member/month

  • Basic$26 per team member/month
  • Pro$44 per team member/month
  • Plus$62 per team member/month
  • Starter$59 per month (flat, unlimited members)

Capabilities worth validating

  • Document360: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Public API Integrations include Zendesk, Freshdesk, Intercom, Slack.
  • Re:amaze: AI features, Automation & macros, CSAT & satisfaction surveys, Knowledge base & help center, Live chat & messaging Integrations include Shopify, BigCommerce, WooCommerce, Magento.

Questions to answer before switching

  • Does Document360's selected plan include the features and limits we need?
  • Does Re:amaze's selected plan include the features and limits we need?
  • Does the exact integration path for Zendesk, Freshdesk, Intercom support the sync direction, permissions, and volume we need?
  • Is a hosted-only deployment acceptable for the team and customers who will use this system?

How to evaluate this shortlist

A useful comparison turns the differences between Customer Support tools into a concrete test. Use these steps to avoid choosing from a feature table or the lowest headline price alone.

  1. Start with a representative Customer Support workflow, not a feature checklist. Define who will use it, what data goes in, and what outcome the team needs.
  2. Test the complete path through Zendesk, Freshdesk, Intercom: permissions, sync direction, failure handling, and volume limits often matter more than the integration name.
  3. Compare the cost of the real scenario, including users, usage, storage, support, and contract requirements. The entry price alone does not measure adoption cost.
  4. Before switching, list the evidence gaps, request a demo of the critical workflow, and confirm security, data residency, export, and support with each vendor.

Structured signals help narrow the shortlist, but a trial with a real workflow is still the best way to validate the decision.

Research basis

Last checked: 2026-07-22. Pricing, integrations, feature support, and review signals can change, so treat this as a research snapshot and verify the final decision with the vendor.

Sources consulted: Document360 product site, G2, Capterra; Re:amaze product site, G2, Capterra