Reamaze Review

By Joren Wouters Updated on

Reamaze

Reamaze is an integrated customer service, live chat and helpdesk platform for online businesses. And by using their platform, you can create chatbots for your website, Facebook Messenger, Twitter and SMS. But should you use Reamaze to create your chatbots?

Let’s dive in!

User Interface

When you try Reamaze for the first time, you can set up your account using their step-by-step get started guide (which is really useful):

reamaze-get-started

With Reamaze you can create three kinds of chatbots: Default Bots, Custom Cue Bots and Custom Workflow Bots.

Default Bots

Reamaze provides 3 Default Bots that you can use to get started with your chatbot: Hello Bot (replies to greetings), Order Bot (replies to order questions) and the FAQ Bot (finds the best FAQ article for someone’s question):

reamaze-default-bots

A drawback of these Bots is that you cannot edit them. They are pre-built and you can only install them, but not make customized changes to them. Also, I think they are only in English, so for non-English users, these Default Bots won’t suffice.

Custom Cue Bots

Custom Cue Bots are chatbots that reply to a Cue in Reamaze. A cue is a message that is triggered on your website. For example, when someone is about to leave your website, you can show the message “Before you leave, would you like to chat with someone on our team?”:

reamaze-cue-website-greeting

Then, if the user replies to that message, he will talk to one of your Custom Cue Bots.

Custom Workflow Bots

Custom Workflow Bots are chatbots that reply to a Workflow in Reamaze. A workflow is a trigger that you can set up yourself. For example, when someone sends a message to your Facebook Messenger account, you can reply with a Custom Workflow Bot:

reamaze-workflow

Once you are going to create your Custom Cue Bot or Custom Workflow Bot, Reamaze uses a Visual Flow Builder. The Visual Flow Builder always start with a Cue (in pink) and the blue nodes show the messages of your chatbot:

reamaze-flow-builder

When you click on one of these blue nodes, you can set the response of your chatbot and the response type for the user. Reamaze only provides two response types: Freeform and Quick Replies:

reamaze-flow-builder-step

Also, it is important to know that you cannot use a custom cue bot as a workflow bot and vice versa. In my opinion, this is a bit of a drawback. For example, if you have a Custom Cue Bot and you want the exact same chatbot as a Custom Workflow Bot, you need to manually copy everything yourself instead of reusing your existing chatbot.

I think this interface is pretty easy to use, but it is not easy to set up your chatbot, because it takes a bit of time before you understand the structure with Default Bots, Custom Cue Bots and Custom Workflow Bots (this is not very well explained).

Moreover, there was one problem I had with setting up Reamaze. After testing it a couple of times, I couldn’t get it to work on other channels than my website. When I set up Reamaze for my Facebook Page, the chatbot doesn’t respond at all, which is a huge drawback.

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

Chatbot elements

The chatbot elements of Reamaze are really limited. In essence, the chatbot can only send a text to the user and the user can only reply with text or buttons.

  • 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

With Reamaze, you can ask some questions to the user at the beginning of the conversation and store their answer in a custom field.

Unfortunately, it is not possible to ask a question in the middle of a conversation and store the answer in a custom field. And this is a huge drawback, because now Reamaze doesn’t allow you to create a more natural conversation and ask for their user information in the middle/end of the conversation.

Moreover, it is possible to add Tags to users using Workflows and within the live chat section of Reamaze.

  • Custom fields
  • Tags
  • User segments

Messages

With Reamaze, is it not possible to send broadcasts and sequences.

Also, you cannot use conditions in your chatbot or create a chatbot in multiple languages.

In my opinion, it is a huge drawback that you cannot use conditions, because it is not possible to create personalized conversations at scale with Reamaze.

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

AI & NLP

With Reamaze, you can understand the intent of the user by providing training phrases:

reamaze-intents

However, it is not possible to use Entities in your chatbot. Also, every time you update your intents, you need to wait 15 minutes before the chatbot is trained again.

  • Keywords
  • Intents
  • Entities
  • Dialogflow integration

Channels

With Reamaze, you can create a chatbot and put it on:

  • Your website
  • Facebook Messenger
  • SMS
  • Twitter

Besides that, you can send emails right from the Reamaze interface.

But as I already said before, I couldn’t get the chatbot to work on any other channels than my website.

In addition to these channels, you can also set up

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

Integrations

Reamaze provides a built-in live chat, which is the most important integration of any chatbot builder:

reamaze-livechat

Furthermore, they provide direct integrations with:

  • Zapier
  • ActiveCampaign
  • BigCommerce
  • Klaviyo
  • MailChimp

And much more.

If this is not enough, you can also create your own webhooks by using the Reamaze API.

  • Livechat
  • Zapier
  • Integromat
  • Google Sheets
  • Webhooks

Marketing

Reamaze allows you to put a native widget on your website, that you can customize so that it matches the branding of your website:

reamaze-website-widget

Moreover, you can also trigger these chat widgets when someone clicks on a button on your website.

In addition to showing a widget, you can also create a lightbox that fills the entire screen of the user:

reamaze-lightbox-popup

Also, as described in the Interface section, you can set up Cues that display greeting messages on specific pages of your website.

The only drawback of these chat widgets is that every time you edit them, you need to place a new code on your website (unless you use the Shopify integration).

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

Pricing

Reamaze provides a 14-day trial that allows you to test their platform. After those 14 days, you need to decide whether you want to proceed with one of their paid plans.

Their Basic plan costs $29 per user per month and comes with unlimited conversations, unlimited social media channels, workflows and integrations.

If this is not enough, you can choose their Pro plan, that also comes with multiple brands, custom domains, SMS/Voice channels, custom email templates and more:

reamaze-pricing

  • Free trial
  • Free plan
  • Price per month
    29
  • Monthly pricing available?
  • Money back guarantee

Analytics

Reamaze provides a lot of analytics which is way too much to cover all in this review, so I will cover the most important ones. They provide a dashboard showing the number of conversations and average response time of the last 30 days:

reamaze-analytics-2

Also, this dashboard shows on which channels the users are and how many conversations are processed by the chatbot:

reamaze-analytics-1

Besides that, you can also see how many messages the chatbot resolved and how many are escalated to a live chat agent:

reamaze-analytics-bot-processed

Unfortunately, it is not possible to analyze the messages your chatbot didn’t understand, which would allow you to easily improve the answers of your chatbot.

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

eCommerce

Reamaze provides direct integrations with Shopify and WooCommerce. This allows your chatbot to automatically search for order statuses and respond to order information. Also, live chat agents can manually search for order information in the live chat of Reamaze.

Unfortunately, it is not possible to directly buy inside the chatbot.

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

Templates & Cloning

As described above, Reamaze provides 3 Defaults Bots that you can install right away. A drawback of these Default Bots is that you cannot edit them.

Moreover, it is not possible to create these kinds of templates yourself and share them with others.

On the other hand, it is possible to duplicate your Custom Cue Bots and your Custom Workflow Bots.

  • Templates
    3
  • Make template
  • Share template
  • Duplicate chatbot flows
  • Duplicate chatbot elements

Optimization

With Reamaze, you cannot perform any optimization, such as A/B testing.

  • A/B Testing

Support

Reamaze provides tutorials and documentation that can help you to get started with using their platform.

Also, they provide customer support through live chat and email.

  • Tutorials
  • Documentation
  • Customer support

Conclusion

So, should you buy Reamaze to create your chatbots?

No, I wouldn’t recommend that.

This is because of several reasons:

  1. You cannot ask a question inside the chatbot flow and store the answer in a custom field
  2. I couldn’t get the chatbot to work on other channels than my website
  3. You cannot use conditions in your chatbot flows
reamaze-review

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