OnCustomer: Livechat & Chatbot vs UserLoop Surveys & Feedbackfor Shopify (2026)
OnCustomer: Livechat & Chatbot and UserLoop Surveys & Feedback are both Shopify apps aimed at improving customer support and experience, but they approach this goal from drastically different angles. OnCustomer positions itself as an omnichannel communication platform, centralizing customer interactions from various channels like live chat, social media, and email. Its strength lies in managing conversations, automating lead capture, and tracking service level agreements. UserLoop, on the other hand, focuses on gathering and analyzing customer feedback through surveys, quizzes, and video testimonials. Its strength is in using AI to derive insights from feedback, building product recommendation quizzes, and collecting authentic social proof. The primary difference is that OnCustomer is for proactive customer engagement and reactive support across multiple channels, while UserLoop is for actively seeking customer feedback to improve products and marketing. OnCustomer aims at merchants who need to manage a high volume of customer interactions across various platforms and want automated customer service capabilities. UserLoop is geared toward merchants who want to deeply understand their customers, gather social proof, and create personalized shopping experiences using customer feedback data.
At a Glance
OnCustomer: Livechat & Chatbot
0 reviews
UserLoop Surveys & Feedback
23 reviews
Detailed Overview
OnCustomer: Livechat & Chatbot
Omnichannel chats: Livechat, Messenger, Instagram, Shopee, Email, Youtube, Telegram, SMS, Zalo.
Key Features
- Conversation management: Automatic Routing conversation from multiple channels
- Bot website: Automated lead tools help optimize customer conversion on website
- SLA: Alerts and reporting for conversations violating Service Level Agreements
- Surpport: Interaction channel and ticket management to manage customer complaint
- CSAT & Survey: Collect automatically customer feedback and surveys
UserLoop Surveys & Feedback
Turn customer feedback into growth with AI-powered surveys
Key Features
- All-in-one platform: surveys, quizzes, and video feedback together
- AI-powered analytics identify patterns and trends automatically
- Video responses from customers build trust and social proof
- Smart product quizzes guide shoppers to perfect purchases
- Multi-language support with automatic translation to 100+ languages
Feature Comparison
| Rating | 0/5 | 5/5 |
Rating OnCustomer: Livechat & Chatbot0/5 UserLoop Surveys & Feedback5/5 | ||
| Reviews | 0 | 23 |
Reviews OnCustomer: Livechat & Chatbot0 UserLoop Surveys & Feedback23 | ||
| Focus | Omnichannel Customer Communication | Customer Feedback & Surveys |
Focus OnCustomer: Livechat & ChatbotOmnichannel Customer Communication UserLoop Surveys & FeedbackCustomer Feedback & Surveys | ||
| Key Feature: Automation | Automated Lead Tools & Conversation Routing | AI-Powered Analytics & Question Generation |
Key Feature: Automation OnCustomer: Livechat & ChatbotAutomated Lead Tools & Conversation Routing UserLoop Surveys & FeedbackAI-Powered Analytics & Question Generation | ||
| Primary Benefit | Centralized Customer Support & Increased Conversion | Deeper Customer Understanding & Social Proof |
Primary Benefit OnCustomer: Livechat & ChatbotCentralized Customer Support & Increased Conversion UserLoop Surveys & FeedbackDeeper Customer Understanding & Social Proof | ||
| Target Merchant | Businesses with high volume, multi-channel support needs | Businesses focused on product improvement and personalization |
Target Merchant OnCustomer: Livechat & ChatbotBusinesses with high volume, multi-channel support needs UserLoop Surveys & FeedbackBusinesses focused on product improvement and personalization | ||
| Value Proposition | Efficiently manage conversations and automate customer interactions | Turn feedback into actionable insights and build customer trust |
Value Proposition OnCustomer: Livechat & ChatbotEfficiently manage conversations and automate customer interactions UserLoop Surveys & FeedbackTurn feedback into actionable insights and build customer trust | ||
| Channels Supported | Livechat, Messenger, Instagram, Shopee, Email, Youtube, Telegram, SMS, Zalo | Post-purchase, Checkout, Link, Email, Embedded |
Channels Supported OnCustomer: Livechat & ChatbotLivechat, Messenger, Instagram, Shopee, Email, Youtube, Telegram, SMS, Zalo UserLoop Surveys & FeedbackPost-purchase, Checkout, Link, Email, Embedded | ||
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Conversion Audit
Our Verdict
Choosing between OnCustomer and UserLoop depends heavily on a merchant's specific needs. If the priority is managing a large volume of customer inquiries across various channels and automating support processes, OnCustomer is the more suitable choice, provided that its lack of reviews is carefully considered. However, for merchants focused on understanding customer sentiment, gathering social proof, and creating personalized shopping experiences, UserLoop, with its strong rating and AI-powered features, is the better option.
Based solely on the available data, UserLoop appears to be the more established and reliable option given the positive rating and existing reviews. However, merchants should thoroughly investigate OnCustomer, despite the lack of reviews, if its omnichannel capabilities are essential and cannot be found in competitors with a proven track record.
Common Questions
Which app is better for small businesses?
UserLoop, with its ease of use and focus on actionable insights, may be more beneficial for small businesses focusing on understanding their customers and improving their products without needing extensive, multi-channel support.
Does either app offer a free trial?
The provided data does not contain information about free trials for either app.
Which app integrates with more channels?
Based on the provided descriptions, OnCustomer integrates with a wider range of channels, including live chat, social media platforms, and messaging apps.
Which app is better for collecting customer reviews?
While UserLoop's focus is on feedback and testimonials, including video, OnCustomer's CSAT & Survey feature also facilitates feedback collection. However, UserLoop provides more AI and quiz-based support, making it a better choice for actively soliciting and analysing reviews.
Which app provides more detailed analytics?
UserLoop's AI-powered analytics are specifically designed to identify patterns and trends from customer feedback, suggesting it offers more detailed analytical capabilities in that area, whereas OnCustomer focuses on SLA and support metric reporting.
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