Reamaze Review

By Joren Wouters Updated on

Reamaze Review

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
    Create chatbot dialogs with a visual flow builder.
  • Test chatbot
    Is it possible to test the chatbot before putting your new flows or changes live?
  • Interface easy to use?
    Is the chatbot platform easy-to-use?
  • Easy to setup a chatbot?
    Is it easy to set up your chatbot with this chatbot platform?

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
    Use delays between messages in your chatbot
  • Images
    Can you send images via your chatbot?
  • Video
    Can you send video via your chatbot?
  • Audio
    Can you send audio via your chatbot?
  • Attachments
    Can you send attachments via your chatbot?
  • Gallery (Horizontal list)
    Show a gallery of cards inside your chatbot. A card consists of an image, title, subtitle and button.
  • Vertical list
    Show a vertical list of items inside your chatbot
  • Emojis
    Can you use emojis inside your chatbot?
  • Persistent Menu
    Can you add a persistent menu to your chatbot?
  • Quick Replies
    Can you add quick replies to your chatbot where users can click on?
  • Buttons
    Can you add buttons to your chatbot where users can click on?
  • Free text input
    Can chatbot users freely type text to your chatbot whenever they want to?
  • Location sharing
    Can users share their location inside the chatbot?
  • Email validation
    When a chatbot user gives their email, can the platform validate it's a correct email address?
  • Phone number validation
    When a chatbot user gives their phone number, can the platform validate it's a correct phone number?
  • Date validation
    When a chatbot user gives a date, can the platform validate it's a correct date?

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
    Store information from your chatbot users inside fields. For example, you can ask for someone's email and store it inside the "email" custom field.
  • Tags
    Add tags to users in your chatbot flows to organize and categorize contacts.
  • User segments
    Can you create user segments based on custom fields and tags?

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
    Send a message to all or a part of your chatbot users at a specific date and time
  • Sequences
    Send messages on a pre-defined schedule with a certain time interval between those messages
  • Conditions
    Make checks in your chatbot flow based on if-then logic. For example, if the user has not given their email, ask for their email.
  • Multiple languages
    Is it possible to create a chatbot in multiple languages?
  • Easy to translate
    Can you translate text to other languages without using a third-party platform and without creating duplicate flows?

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
    Trigger chatbot flow based on certain words or phrases a user says to the chatbot.
  • Intents
    Trigger a chatbot flow by understanding the intent of the user.
  • Entities
    Capture specific information from sentences. For example, if a user says "veggie pizza", the chatbot can understand it's not a regular pizza, but a veggie pizza.
  • Dialogflow integration
    Does the chatbot platform provide a direct integration with Google's AI Platform?

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
    Can you publish your chatbot on your website?
  • Facebook
    Can you publish your chatbot on Facebook?
  • Instagram
    Can you publish your chatbot on Instagram?
  • Whatsapp
    Can you publish your chatbot on WhatsApp?
  • Telegram
    Can you publish your chatbot on Telegram?
  • SMS
    Can you publish your chatbot on SMS?
  • Slack
    Can you publish your chatbot on Slack?
  • Skype
    Can you publish your chatbot on Skype?
  • Email
    Can you publish your chatbot on 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
    Direct integration with live chat, either via a built-in live chat functionality or a third-party live chat platform.
  • Zapier
    Direct integration with Zapier, one of the largest integration platforms in the world.
  • Make (formerly Integromat)
    Direct integration with Make (formerly Integromat), one of the largest integration platforms in the world.
  • Google Sheets
    Direct integration with Google Sheets, to store or retrieve data from sheets.
  • Webhooks
    Can you call an API inside your chatbot flow to send or get data from other applications?

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
    Embed your chatbot as a Facebook Widget on your website.
  • Native website widget
    Embed your chatbot as a native widget (your own branding & colors) on your website.
  • Landing pages
    Can you create a simple landing page to drive users to your chatbot?
  • Facebook Ads
    Start a conversation with your chatbot when someone clicks on a Facebook Ad
  • One-Time Notification
    Send one-time notifications via Facebook Messenger for a topic that a chatbot user has opted-in for
  • Facebook comments auto-reply
    Automatically reply with your chatbot to users who comment on your Facebook Posts
  • Button creator
    Add a button to your website to drive users to your chatbot
  • Custom URLs for your chatbot
    Generate a simple URL that can be shared anywhere to send users to 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
    Does the chatbot platform provide a free trial?
  • Free plan
    Does the chatbot platform provide a free plan?
  • Price per month
    What is the lowest price per month for creating a chatbot on this platform?
    29
  • Monthly pricing available?
    Is it possible to pay monthly?
  • Money back guarantee
    Is there a money-back guarantee in case you are not satisfied with the platform?

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
    Dashboard that provides general analytics of your chatbot.
  • User input
    Get the input from users that your chatbot didn't understand.
  • Sent messages
    The number of messages that were sent by your chatbot.
  • Open rate
    The percentage of chatbot users that opened a message inside your chatbot.
  • Click rate
    The percentage of chatbot users that click on a button inside your chatbot.
  • Conversion rate
    The percentage of users that converted through your chatbot. For example, the percentage of users that gave their email address
  • Fall back rate
    The percentage of interactions where the chatbot did not know an answer to a question.
  • Custom dashboards/reports
    Can you create your own dashboard or 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
    Collect payments inside your chatbot
  • Shopify
    Direct integration with Shopify to get products, order information and cart data.
  • WooCommerce
    Direct integration with WooCommerce to get products, order information and cart data.
  • Buy directly within the chatbot
    Ability for chatbot users to buy products or services directly from a chatbot
  • Cart abandonment
    Trigger messages in the chatbot when a user abandons their cart on a website or inside the chatbot

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
    How many pre-built templates does the chatbot platform provide?
    3
  • Make template
    Can you make templates yourself?
  • Share template
    Can you share self-created templates with others?
  • Duplicate chatbot flows
    Is it possible to duplicate chatbot flows, so you can easily reuse them?
  • Duplicate chatbot elements
    Is it possible to duplicate chatbot elements, so you can easily reuse them?

Optimization

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

  • A/B Testing
    Can you optimize your chatbot flows by performing A/B tests?

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
    Does the chatbot platform provide tutorials on how to use its platform?
  • Documentation
    Does the chatbot platform provide documentation on how to use its platform?
  • Customer support
    Does the chatbot platform provide 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

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