Kommunicate Review

By Joren Wouters Updated on

Kommunicate

Kommunicate is live chat and chatbot software for websites. With Kommunicate you can easily ask questions to the user and hand off the conversation to a human.

Also, you can create a chatbot in under 5 minutes. But the question is, should you use Kommunicate to build your chatbots?

Let’s find out!

User Interface

The first time you log in to Kommunicate, they provide a step-by-step setup, so you get started right away:

kommunicate-setup
kommunicate-setup-2
kommunicate-setup-3
kommunicate-setup-4

Then, if you are going to create your chatbot flows, Kommunicate makes use of a kind of Block builder to create your conversations.

On the left-hand side, you can determine your chatbot flows and your chatbot elements and on the right-side, you automatically see a preview of the conversation:

kommunicate-builder

Moreover, in Kommunicate, you can easily test the conversation before it goes live:

kommunicate-test-chatbot

  • Visual Flow Builder
  • Test chatbot
  • Interface easy to use?
  • Easy to setup a chatbot?

Chatbot elements

As you could have seen in the previous section, the chatbot elements of Kommunicate are a bit minimal.

It is only possible to use text, buttons, images, delays and a custom payload (code).

But, I think it is still enough to create a good chatbot flow.

  • Delays
  • Images
  • Video
  • Audio
  • Attachments
  • Gallery (Horizontal list)
  • Vertical list
  • Emojis
  • Persistent Menu
  • Quick Replies
  • Buttons
  • Free text input
  • Location sharing
  • Email validation
  • Phone number validation
  • Date validation

Users

Here is one of the biggest disadvantages of Kommunicate: it is not possible to create custom fields and tags (with your chatbot).

For example, it is not possible to ask for the email of the user and automatically store it in an “email” custom field.

Therefore, it is not possible to create user segments, because we have no user information to segment on.

The only thing that is possible is that you can see a complete overview of your users that interacted with your chatbot:

kommunicate-users

  • Custom fields
  • Tags
  • User segments

Messages

Because Kommunicate only provides chatbots and live chat for websites, it is not possible to send broadcasts and sequences (which is logical).

Furthermore, it is not possible to use conditions, which is a bit of a drawback. For example, it would be useful to check if a live chat agent is online, and show a different message accordingly. But this is not possible with Kommunicate.

Moreover, you cannot have a chatbot that handles multiple languages.

  • Broadcasts
  • Sequences
  • Conditions
  • Multiple languages
  • Easy to translate

AI & NLP

Kommunicate does pretty well on AI & NLP.

With Kommunicate you can understand the intent of the user by adding keywords:

kommunicate-intents

If that’s not enough for you, you can also use a complete Dialogflow agent with Kommunicate. It must be important to note that you cannot use Kommunicate intents and Dialogflow intents in addition to each other, it’s one or the other.

Also, next to Dialogflow, they provide integrations with other AI systems, such as Amazon Lex and IBM Watson Assistant.

  • Keywords
  • Intents
  • Entities
  • Dialogflow integration

Channels

With Kommunciate.io, you can put a chatbot on your website and one on Facebook Messenger (available from the Pro plan).

  • Website
  • Facebook
  • Instagram
  • Whatsapp
  • Telegram
  • SMS
  • Slack
  • Skype
  • Email

Integrations

Kommunicate has a built-in live chat, which is the most important integration of any chatbot software:

kommunicate-livechat

What I think is a nice addition of Kommunicate, is that you can also display your helpdesk articles inside your chatbot:

kommunicate-helpdesk

Moreover, they do provide native integrations with:

  • Zapier
  • Zendesk
  • Agile CRM

Also, you can create your own webhooks with Kommunicate.

  • Livechat
  • Zapier
  • Integromat
  • Google Sheets
  • Webhooks

Marketing

The marketing possibilities of Kommunicate are a bit limited, because it is only possible to have a native widget on your website.

With the website widget, you can determine your own colors and branding:

kommunicate-widget-styling

Also, you can determine a greeting message which displays after certain seconds:

kommunicate-website-greeting

I must admit for a chatbot builder that is focused on websites, you would expect a more advanced website widget. For example, it is not possible to show a different greeting message per page on your website (without coding it yourself).

  • Facebook website widget
  • Native website widget
  • Landing pages
  • Facebook Ads
  • Facebook comments auto-reply
  • Button creator
  • Custom URLs for your chatbot

Pricing

Kommunicate has a 30-days free trial that gives you plenty of time to test out their platform.

The first paid plan is the Start plan, which costs $40 per month and comes with unlimited chatbots and 1000 users per month, live chat, integrations with Dialogflow, Amazon Lex and IBM Watson Assistant and basic analytics.

If you want more tan that, you need to go with the Grow plan, which is $100 per month. It comes with all the features of the Start plan, 5000 users per month, WhatsApp integration, integrations with Pipedrive and Agile CRM, templates and more advanced analytics:

kommunicate-pricing

I must say that for these prices, you would expect the ability to store data in custom fields, a more advanced website widget and a Facebook Messenger channel with more marketing possibilities. Also, I think it is a drawback you need to pay $400 per month to use the Facebook Messenger channel.

  • Free trial
  • Free plan
  • Price per month
    24
  • Monthly pricing available?
  • Money back guarantee

Analytics

Kommunicate provides two kinds of analytics: Human-agent analytics and Bot Analytics.

The human agent analytics are analytics of live chat agents, such as how fast they responded, how many messages were handled and the average resolution time:

kommunicate-agent-analytics

The bot analytics involve how many messages were handed off to humans, how many conversations were handled by the chatbot and the analytics per intent:

kommunicate-bot-analytics

What I like about the analytics of Kommunicate is that you can see the messages the chatbot did not understand, which allows you to easily improve the answers of your chatbot:

kommunicate-user-input

  • Dashboard
  • User input
  • User retention
  • Sent messages
  • Open rate
  • Click rate
  • Conversion rate
  • Fall back rate
  • Volunteer users
  • Custom dashboards/reports

eCommerce

Unfortunately, Kommunicate doesn’t provide any eCommerce integrations.

  • Payments
  • Shopify
  • WooCommerce
  • Buy directly within the chatbot
  • Cart abandonment

Templates & Cloning

Kommunicate doesn’t provide any templates that you can use.

Also, it is not possible to duplicate chatbot flows or chatbot elements.

  • Templates
    0
  • Make template
  • Share template
  • Duplicate chatbot flows
  • Duplicate chatbot elements

Optimization

With Kommunicate you cannot do any optimization, such as A/B Testing.

  • A/B Testing

Support

Kommunicate provides documentation and Youtube tutorials on how you can use their platform.

Moreover, they provide customer support over live chat and email.

  • Tutorials
  • Documentation
  • Customer support

Conclusion

So, would I use Kommunicate to build my chatbots?

Yes, I would. But only for one specific scenario: if you want to qualify users at the beginning of the conversation and hand them over to a human.

This is where Kommunicate is pretty good at. With Kommunicate it is easy to set up a chatbot in minutes, ask some questions to the user and hand them over to a live chat agent.

But it also has some disadvantages:

  • You cannot store data in custom fields
  • It is not possible to use conditions in your chatbot conversations
  • For a chatbot builder that is focused on websites, you would expect a more advanced website widget
  • Limited marketing possibilities
  • A small number of chatbot elements
kommunicate-review

Leave a Reply