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Tidio
- Free forever plan
- 30+ integrations
- Easy-to-use interface
- AI customer service platform
- Lack of reporting
- Inconsistent notifications
Tidio is a chatbot and customer service platform driven by AI that assists companies in offering superior customer support.
The offerings of this platform include live chat, chatbots, email marketing, and support desk ticketing.
It’s a powerful solution that can function as your support desk in most cases and integrate with other essential tools.
In this review, we will cover Tidio’s features to determine whether you should use this platform to build your customer interaction via live chat.
SMB Guide’s Verdict for Tidio
SMB Guide’s overall rating for Tidio is 8.5 out of 10. Tidio offers great features and solutions at reasonable prices. This platform offers built-in live chat, various chatbot elements, the ability to add custom fields and tags and decent AI and NLP.
The interface is fairly simple to understand and use and it is packed with numerous integrations for all needs.
Here’s the detailed breakdown of the scoring for each factor:
SMB Guide evaluates products using a broad range of assessment criteria. For additional information, visit the SMB Guide Evaluation Criteria page.
Pricing & Plans
All of Tidio’s plans include a full-featured 7-day free trial to test everything out thoroughly. You also get 2 months free if you choose to pay annually.
Whatever you’re searching for in AI-powered customer service and chatbots, Tidio has you covered.
One of Tidio’s most appealing features is its free forever plan, which grants free access to a number of crucial services. Chatbots are essential to Tidio’s free service, which includes numerous triggers and access to a library of prebuilt chatbot templates.
The free plan also offers all essential integrations. Tidio’s Starter plan is reasonably priced and offers features beyond the free version. This allows for plenty of live engagement with low to moderate online traffic.
The Starter plan also increases chatbot triggers and offers access to all chatbot templates for highly customized automation.
The Growth plan offers even more advanced features for businesses that want to offer outstanding customer service. It includes Tidio power features and enables you to remove the Tidio branding.
For larger businesses with specialized support needs, Tidio offers a personalized Tidio+ plan which is a customizable subscription that includes custom usage limitations, dedicated support staff, and proactive recommendations.
Tidio also offers many add-ons to supplement their main plans and help scale capabilities as needed. Add-ons allow Lyro to seamlessly increase its AI knowledge, email marketing reach, and chatbot branding as needs change.
These additional features offered by Tidio help you choose to pay for what you use.
Please note that all plans include Lyro’s basic conversation bundle and free access to the first 50 AI chatbot requests.
Free Plan
The Free plan offers all the basic features and integrations needed to offer live chat support to customers.
Price
- Free
Features
- Live chat
- Ticketing
- 50 Conversations
- Social media integrations
- Email management system
- Mobile and Desktop app
- Basic widget customization
- Custom sending domain
- Basic analytics
- Tidio AI reply assistant
- Email support
Who it’s for: Freelancers and startups looking to get started with great customer service.
Starter Plan
The Starter plan unlocks more conversations, advanced features, a live visitors list, and live chat support.
Price
- $29 per month (billed monthly)
- $24.17 per month (billed annually)
Features
- 8 live chats
- Ticketing
- Social media integrations
- Basic analytics
- Live visitors list
- Operating hours
- 24/5 Live chat support
- 100 Conversations
- Email management system
- Mobile and Desktop app
- Basic widget customization
- Custom sending domain
- Basic analytics
- Tidio AI reply assistant
Who it’s for: Small enterprises focusing on improving customer satisfaction through live chat assistance.
Growth Plan
The Growth plan is the most popular option as it includes sophisticated capabilities for competitive customer service, Tidio power features, and the ability to remove the Tidio branding.
Price
- $59 per month (billed monthly)
- $49.17 per month (billed annually)
Features
- Up to 1000 Conversations
- Advanced analytics
- Tidio power features
- No Tidio branding (add-on)
- Permissions
- Visitors info
- Automatic response
- Automatic chat assignment
- Canned responses
- Native Shopify actions
Who it’s for: Teams of all sizes that want to prioritize customer service as a competitive edge.
Tidio+ Plan
The Tidio+ plan is a customized plan that offers tailored and premium solutions for different business needs.
Price
- $398 per month (billed monthly)
Features
- Custom Conversations limit
- Custom Lyro conversation limit
- Custom visitors reached limit
- Dedicated Success Manager
- Training sessions
- Custom branding
- Open API
- Chatbot building and strategy assistance
- Account reviews
Who it’s for: Businesses that want higher limits, more integrations, greater functionality, and premium support.
Tidio is an all-in-one customer service platform for SMBs.
Real-Time Messaging & Canned Responses
Tidio offers advanced reaction times while serving customers via live chat and managing helpdesk tickets with AI-powered tools.
Smart Views uses AI to evaluate incoming live conversations and tickets, identifying the topic or issue before agents open them.
This allows agents to become more comfortable with the situation and respond more quickly.
Response times are enhanced both directly and indirectly through features such as Live-typing Preview and the use of AI to optimize agent operations and communication via Smart Views and the Reply Assistant.
Tidio also allows you to create canned responses for the most frequently asked topics, which speeds up chatbot construction.
The platform stores these for easy access to generate bot conversations. When you create a new canned response, you can set a tag and add it to specific categories based on customer questions so it can be found easily during the chat.
A new canned response can also be directly created from the conversation section.
Live Chat AI & NLP
Tidio helps organizations significantly accelerate customer interactions by integrating artificial intelligence capabilities throughout the platform.
Response times are enhanced both directly and indirectly through features such as live-typing Preview and the use of AI to optimize agent operations and communication via Smart Views and the Reply Assistant.
Live-typing previews let agents see what clients are typing in real-time before sending messages. Agents can preview chats and create ideal responses while clients are still typing messages, leading to exceptionally quick response times.
Smart Views uses AI to evaluate incoming live conversations and tickets, identifying the topic or issue before agents open them. This allows agents to become more comfortable with the situation and respond more quickly.
The AI Reply Assistant helps agents communicate more efficiently by using natural language processing to improve grammar, spelling, syntax, or phrases before sending responses, ensuring that everything looks professional with less effort.
An FAQ Wizard employs machine learning to select appropriate chatbots that can answer typical query kinds. This allows Tidio to route inquiries to the most appropriate AI or agent based on the AI’s analysis.
Lyro, Tidio’s clever AI chatbot, is one of its most powerful features with the ability to react to user inquiries instantly. It can handle the majority of regular customer requests on its own using conversational AI by using natural, conversational responses, eliminating the need for a human agent.
Lyro learns from every conversation, remembers context, stores information, and improves its knowledge as it interacts with customers.
To offer satisfactory responses, Lyro also transfers customer inquiries that are too complex for the AI to a human representative.
Customizable Chat Widgets
Tidio offers a plethora of pre-made chatbot themes that you can use as a foundation. You can save time and energy using one of the many available sales, lead-generating, problem-solving, or templates.
The chatflow’s nodes and messaging can be completely altered using templates to reflect the style and objectives of your business.
Automating discussions with intelligent chatbots is a breeze with Tidio’s chatflow builder, even for users without technical knowledge.
With Tidio, you can also personalize the appearance of your Tidio chat widget to match your branding or to draw customer attention to your website.
Tidio allows you to customize the background color, welcome image, online status, widget position, labels for buttons, and brand logo and enable widget sounds.
Tidio also gives you the freedom to set your welcome image and upload your brand logo instead of Tidio branding. However, this feature is only available with the high-pricing plans.
Tidio lets you set your online status, button label and the widget position to the left, right, or perpendicularly. You can even enable or disable notification sounds for chats.
You can adjust your widget’s visibility to show or conceal the chat widget on your website and choose the devices on which the chat widget should appear.
Tidio also allows you to choose whether to have the widget appear on your website when you are offline or hide the widget when you’re not available.
You can also change the offline message and status that visitors to your website will see if you choose to keep the widget displayed when you are offline.
Visitor Tracking and Analytics
Tidio offers agent performance tracking to enhance team training and efficiency. Monitoring response times by issue category helps reduce delays, and response time measurements show whether more agents are required.
It helps businesses obtain data-driven insights to boost performance by offering broad tracking and analytics capabilities across channels.
This platform offers comprehensive conversion stats for chatbots to demonstrate how well your bots are turning visitors into paying clients.
You can also check peak usage periods displayed by useful bot statistics to ensure that there is enough support staff available for chatbots at peak demand times for faster response times.
Tidio also offers email campaign data which is easy to evaluate and helps improve your email strategy. This platform’s ability to deliver real-time insights on website audience surfing habits is a major advantage.
As it helps offer prompt service, more engagement, and tailored promotions based on their interests.
User Interface and User Experience
Despite its complex pricing structure, Tidio’s platform is easy to use. The software features a thoroughly developed, user-friendly interface that makes navigation easy.
You can manage chats effortlessly with its intuitive layout and AI tools and features.
Tidio walks you through a step-by-step setup process when you initially create an account which can be incredibly helpful if you are just beginning with chatbots.
The platform offers a great user-friendly UI that allows you to quickly set up your chatbot. The chatflow builder feature of Tidio makes it simple and easy for even non-technical users to create intelligent chatbots for conversation automation instantly.
Integrations and Compatibility
One of the best things about Tidio is its suite of integrations, which lets businesses connect with clients on almost any platform.
Tidio is compatible with many popular content management systems, e-commerce platforms, social media platforms, and much more.
Some of the integrations offered by Tidio include:
- BI and Analytics with Zapier, Google Analytics, and Google Tag Manager
- Communication channels including Messenger, Email, Instagram, and WhatsApp
- CRM with Agile CRM, Zendesk Sell, Salesforce and more
- E-commerce with Shopify, WordPress, BigCommerce and more
- Marketing automation with Mailchimp, Klaviyo, ActiveCampaign, and more
- Rating and reviews with Judge.me
- Customer support with Zendesk
Tidio also offers API capabilities to integrate with third-party applications.
Tidio is supported by Windows, macOS and Linux. You can access Tidio on desktop and mobile browsers and it also has its own mobile apps for iOS and Android.
Customer Support
Tidio’s live chat customer service is reasonably broad as expected. This platform also offers support via email with a response time of a few hours.
The majority of client inquiries can be addressed by the sophisticated Tidio chatbots. Agents are available to chat almost instantly when a chat request is initiated.
The additional resources offered by Tidio for support include Help Center with a Knowledge base, YouTube videos, articles, case studies, and blogs.
Tidio’s Help Center contains all the necessary guides and documentation to help you get started with Tidio and refer to them in case of any issues.
Tidio — Unique Features
Here are some ways in which Tidio differentiates itself from other platforms in the market.
Lyro: AI-powered chatbot
You can send your knowledge base to Lyro, a revolutionary chatbot powered by AI. Lyro analyzes your questions and answers to become capable of answering queries from visitors on its own.
If it encounters any complex queries that it is not equipped to answer, the chatbot transfers the chat to a human agent for better responses.
This ensures that the chat quality is maintained and the customers receive appropriate resolutions.
Email marketing
If you want to use email marketing to promote your products or services, share your content, or get to know your customers better, Tidio can also help you with that.
You can improve your conversions, retention, and loyalty with Tidio’s email marketing services.
If you want to use email marketing to promote your products or services, share your content, or get to know your customers better, Tidio can also help you with that.
You can improve your conversions, retention, and loyalty with Tidio’s email marketing services. Tidio’s visual builder includes many structural and design possibilities with all the fundamental building components needed to create emails.
The editor includes an intuitive AI content generator to integrate AI directly into your workflow. You can also segment your audience into groups according to their behaviors and interests.
All of the typical email statistics are included with each campaign or automation.
What the Experts Say About Tidio
Tidio has scored really well on popular review sites:
- TrustRadius – 9.8/10 from 14+ reviews
- G2.com – 4.7/5 from 1400+ reviews
- Capterra – 4.8/5 from 400+ reviews
Tidio is an efficient and stable platform, it has analytical tools to understand the behavior of our customers and make constant improvements in our service processes, on the other hand, it integrates with third parties to increase the experience with customers and within our organization. It records visitor history and makes it easy for us to follow up to convert leads into customers, and in general, makes the job of customer service agents a lot easier.There is no doubt that TIDIO’s live chat software empowers interaction effectively and offers the fastest and easiest way to help our website visitors.
Marianela F., Water Treatment Consultant – Verified Capterra review
Tidio has helped address a gap in our communication system caused by extended use of multiple inferior chat bot platforms that limited our performance and responses. With Tidio, we have seen a dramatic increase in people connecting with our team via the chat, and have been able to help address people’s questions/issues quicker than ever before.
Darien C., Associate Pastor – Verified Capterra review
Tidio Alternatives
While Tidio offers affordable customer service solutions with advanced AI capabilities, it may not be the best option for all kinds of businesses.
Businesses may explore alternatives for a variety of reasons, including cost, specialization, and feature preferences.
Here are the top alternatives to Tidio that may be better for your business needs.
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4.5
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4.5
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4.0
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$20/user/mo - $59/user/mo
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$10/mo - $900/mo
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Free
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LiveChat
LiveChat is an online support service that includes online chat, help desk software, and web analytics. Unlike many other live chat tools, LiveChat offers numerous additional integrations and effortlessly integrates messages from several platforms.
The Starter plan for LiveChat costs around $24 per month.
It’s a great choice for companies searching for stable and powerful live chat solutions with many integration options.
Gorgias
Gorgias is a comprehensive customer care helpdesk software designed for online retailers. It focuses exclusively on small ecommerce businesses rather than positioning itself as a solution for all customer service teams.
So, if you’re an online business looking for affordable and great customer support software, then Gorgias may be a good option for you.
The Starter plan of Gorgias can only be bought monthly and costs $10 per month while the Basic plan starts at $50 per month.
Tawk.to
Tawk.to is a free live chat program with a wide range of features, including a real-time typing view and a customizable chat widget.
If you’re just getting started with customer service and looking for free live chat software, Tawk.to is a great choice as it offers all essential features and is completely free to use.
Get your free tawk.to widget today!
Other options: Best Tidio Alternatives
Getting Started with Tidio
Tidio is an excellent chatbot software that is simple to use, manage, and integrate. It offers a great free solution with advanced AI live chat, sophisticated chatbots, integrated email marketing, and other advanced AI features to offer exceptional chat support to customers
Get started with Tidio today for free!
FAQs
Does Tidio offer WhatsApp support?
You can use Tidio on your website, WhatsApp, and other messaging apps to improve customer experiences. It offers an email marketing system, live chat software, and a no-code chatbot creator all rolled into one platform.
How many languages is Tidio compatible with?
With 16 language support, Tidio chatbots enable you to assist worldwide clientele. Chatbots alert your operators when customers close the chat window, leave the website, or request to speak with a human agent, allowing them to respond appropriately.
Is Tidio securely encrypted?
Using the TLS protocol, all connections to Tidio servers are encrypted. This means you can protect the data of your staff as well as all customers who communicate with you via Tidio.
Related reading:
Tidio is an all-in-one customer service platform for SMBs.
Tidio
AI-powered customer service management platform. We help businesses boost customer loyalty and grow sales.
Product Brand: Tidio
4.25
Beatrice is a seasoned productivity writer with a knack for uncovering game-changing productivity hacks that simplify life routines. Armed with a triple major in Commerce, Accounting, and Insurance, she also runs her own digital consulting firm. You'll usually find her immersed in crafting captivating literary novels and traveling the world.