Tidio vs. Intercom: Which customer service software is best?

Need help picking the ideal live chat that can scale with your business? This Tidio vs. Intercom comparison has all the details for choosing a help desk.

Do you need help with pure lead-gen chatbots that can handle simple human interactions? Then, pick Tidio or Intercom live chats.

Tidio provides an AI solution with a free plan, while Intercom delivers an AI-enhanced help desk with customizable chatbots.

However, which is better for e-commerce, and how do they compare? Let’s find out in this Tidio vs. Intercom comparison.

Tidio vs. Intercom at a Glance

Criteria	Tidio	Intercom	Winner
SMB Guide’s Rating	8.5/10	7.8/10	Tidio
Real-Time Messaging and Canned Responses	✅	✅	Intercom
Live Chat AI and NLP	Uses Lyro AI	ML to recognize intent	Intercom
Customizable Chat Widgets	✅	✅	Tie
Visitor Tracking and Analytics	Monitors visitors in real time	Multi-channel tracking	Intercom
Multichannel Support	✅	✅	Intercom
Multilingual Support	✅	✅	Intercom
Offline Messaging and Availability	Specific response times	Lack specific response times	Intercom
Handoff and Escalation to Human Agents	Automated escalation	Automated escalation	Intercom
Security and Compliance	✅	✅	Intercom
User Experience and User Interface	Modern and simple interface	Modern and clean interface	Intercom
Integrations and Compatibility	30+ integrations	API for custom integrations	Intercom
Customer support	Live chat and email	Live chat, phone, and email	Intercom
Pricing	Free – $499/mo	$39/user/mo – $139/user/mo	Tidio
Scalability	✅	✅	Tidio

Tidio: Key Features, Pros, Cons, & Pricing

Tidio is a customer service platform that uses AI to power its chatbots, help desk, and live chat for support delivery. Tidio software focuses on automating support services and improving lead generation for SMBs. 

The platform chatbots can answer up to 70% of customer inquiries without human intervention.

It is handy in allowing agents to focus on emergency support cases and also save time. Besides the automated chatbots, Tidio provides other stellar features like ticketing, shared inbox, order management, and more.

Pros & Cons

Pricing

Tidio pricing is straightforward, offering 4 plans, including a free package. The pricing depends on the number of handled conversations, and the software offers an unlimited number of seats across all plans.

Tidio also offers a package equivalent to an Enterprise plan called “Tidio Plus.” It is the top-most plan with custom features, but it requires contacting the Tidio sales team first.

Now, with subscription options, picking the annual plan has some perks, like 2 free months. The best part is that all paid plans get a week-long free trial period.

Here are the plans: 

• Free: $0 
• Starter: $29 monthly or ($290 annually)
• Growth: $59 monthly or ($590 annually)
• Tidio+: $499 monthly (contact sales first)

Intercom: Key Features, Pros, Cons, & Pricing

Intercom is a customer service platform that uses AI to power its help desk and chatbots for proactive support. The help desk is one of the core features of Intercom, providing a powerful ticketing system. 

The system creates a ticket for all messages hitting the shared inbox. Then, from the AI-enhanced workspace, agents can respond to the tickets based on urgency, improving efficiency.

Besides the help desk, Intercom has built-in AI features like Fin that use ML and NLP to respond to inquiries accurately.

Pros & Cons

Pricing

Intercom pricing is straightforward, providing 3 plans without a free package. The pricing is per seat, and businesses get a 2-week free trial period and demo after signing up.

Businesses looking for an enterprise plan can opt for Intercom’s Expert package. One thing to note is that it requires contacting the sales team for custom features.

Intercom also provides add-on features, sold as standalone. One of them is proactive support, which is ideal for teams looking for advanced in-app features. Here are the plans:

• Essential: $39 per seat monthly
• Advanced: $99 per seat monthly
• Expert: $139 per seat monthly (contact sales first)

Real-Time Messaging and Canned Responses

Tidio and Intercom offer real-time messaging capabilities focusing on instant chat response and delivery.

The difference is in the delivery speed in the basic plans, where Tidio edges Intercom. Tidio provides a simpler interface and light infrastructure.

With canned responses, Tidio offers them only in the Growth and Tidio+ plans with customizable templates. Agents can tailor them for rapid responses depending on the interactions. 

Intercom also provides canned responses, called “Macros,” in all its plans, unlike Tidio. The macros have advanced features like triggers and dynamic variables.

One thing to note is that they require more configurations to tailor them.

Customizing the canned messages on Tidio is easier due to the simpler interface, where agents can add emojis and text formatting.

Intercom, on the other hand, requires some skills, but it offers more flexibility. Agents can add code snippets, videos, and images to the messages.

With personalization, Intercom allows adding dynamic variables. For example, agents can add customer info and session data. Tidio only allows adding basic info like a customer’s name.

✅ Winner: Intercom

Live Chat AI & NLP

Tidio uses Lyro AI in its live chat to respond to customer inquiries. The AI uses intent matching to recognize predefined keywords and phrases to trigger a reply.

One thing to note is that its NLP works well in interpreting simple inquiries.

Intercom, on the other hand, has a more advanced NLP and AI called Fin. It recognizes and interprets user intent beyond keywords, whether slang or synonyms. This capability allows for a smoother natural flow of the conversation.

With learning capabilities, Tidio’s Lyro AI learns from past interactions to improve keyword matching. Intercom’s Fin learns from past conversations and agent feedback to refine user intent understanding for accuracy.

Tidio and Intercom also allow customizing bot responses. Tido allows agents to tweak the greetings, canned responses, and workflows. However, it limits customizing responses based on chat history or user intent.

Intercom supports bot response customization with conditional and branching logic. An agent can set up triggers for specific actions depending on user intent or the use of user data.

✅ Winner: Intercom

Customizable Chat Widgets

Tidio and Intercom offer customization options for the chat widget appearance and functionality. Agents can change theme colors, font, buttons and upload brand logos.

Both platforms also offer flexibility with widget positioning, where agents can put it on the left or right sides. Not only that, agents can embed it within their website seamlessly.

Tidio and Intercom also allow teams to configure automated greetings to welcome visitors. They also offer pre-chat forms for collecting customer information for improved resolution and targeting.

However, Intercom goes further to add targeting rules for triggering the greetings and pre-chat forms depending on behavior.

Implementing the customization is easier on Tidio because it provides a drag-and-drop editor. On the other hand, Intercom requires tech skills in CSS to implement advanced customizations.

Aligning customization with the brand is easier on Intercom. Tidio requires subscribing to Tidio+ for advanced branding customization, which is pricey.

✅ Winner: Tie

Visitor Tracking and Analytics

Tidio offers visitor tracking capability, allowing agents to monitor visitors in real-time. The software also captures metrics like geo-location, pages browsed, and time on site.

Something to note is that Tidio lacks some advanced tracking capability.

For example, agents cannot get detailed user segmentation and heatmaps, especially in the free plan. With the paid plans, teams can access such features, but they aren’t as comprehensive as on Intercom.

Intercom offers more advanced visitor tracking capability than Tidio. Agents can track clicks, search and form submissions, and generate behavioral reports like heatmaps.

Service teams can even track events through Google Tag Manager to better understand conversions and visitor trends.

Not only that, Intercom offers segmentation where agents can analyze varied groups based on pre-defined criteria.

One thing to note is that the process is complex compared to Tidio.

✅ Winner: Intercom

Multichannel Support

Tidio offers multichannel support, integrating social networks like Facebook Messenger, Instagram, and WhatsApp.

The software also connects with popular email marketing platforms and CRMs. One thing to note is that Tidio requires a walk-around to deliver a full omnichannel experience.

Intercom offers a unified inbox that allows agents to easily manage email, in-app messages, SMS, and live chat.

The software also integrates with social networks like WhatsApp, Facebook and Instagram. Unlike Tidio, Intercom supports call management through third-party integrations.

✅ Winner: Intercom

Multilingual Support

Tidio supports multiple languages for canned responses and live chat. However, since it relies on predefined keyword matching and responses, it can lack accuracy in some nuances.

It can lead to misunderstandings among customers due to cultural variations. With agent responsiveness, Tidio requires subscribing to Tidio+ for multilingual agent support.

Intercom offers a wider range of languages supported, including the articles and content in the help center. The software currently supports over 45 languages in live chat and content translation.

The advanced NLP on Intercom gives it an edge in handling translations, unlike Tidio. Something to note is that language translation accuracy depends on the complexity and AI training data.

Unlike Tidio, Intercom allows assigning tickets to team members depending on their language proficiency. It is handy, especially when urgent inquiries require agent support in different languages.

✅ Winner: Intercom

Offline Messaging and Availability

Tidio’s offline messaging system is remarkable, allowing visitors to leave a message in offline forms. The messages get stored and routed to an agent when they return online.

The messages are either delivered through the mobile app or email.

Tidio also allows agents to set an away message to inform visitors of the expected response time. However, the customization options cannot compare to what Intercom offers.

Intercom also provides an offline messaging feature where visitors can leave a message. Visitors also get to choose the preferred contact method, whether a push notification or email, when an agent response gets sent.

Agents can also set automated responses and customize them. Agents can define working hours and expected response times during offline hours.

It is handy in managing visitors’ expectations.

✅ Winner: Intercom

Handoff and Escalation to Human Agent

Tidio supports the integration of chatbots with live chat, where agents configure routing rules. It helps transfer a chat or trigger an agent’s notification when the chatbot cannot respond to an inquiry.

Intercom provides a similar capability with options like ‘Assign to Rep’ in the chatbots. Agents can create triggers that automate chat routing depending on duration or keywords.

With context and history retention, Tidio stores chat history and chatbot interactions in the window. However, agents must integrate a CRM to get detailed context during escalation.

Intercom has a native CRM that stores all interactions, from tickets, emails, and chats, that link to the visitor profile. It offers a smoother transfer with full context, unlike Tidio.

With human intervention effectiveness, Tidio works well with simple customer inquiries. The reason is that the context is available in the chat history on the window.

However, Tidio requires agents to integrate other systems for retrieving additional context.

On the other hand, Intercom’s in-depth customer data and engagement history enhance the agent’s quick delivery. Agents can deliver instant resolutions and improve visitor experience.

✅ Winner: Intercom

Security and Compliance

Tidio encrypts data at rest and in transit through TLS 1.2 protocols. The platform also offers 2-factor authentication to secure logins and role-based access controls.

With compliance, Tidio has certifications with GDPR and CCPA bodies. However, their website doesn’t explicitly state whether they’re HIPAA compliant. With data retention policies, Tidio allows agents to set custom data storage durations.

Intercom uses AES-256 encryption protocols to safeguard customer data. It also conducts regular tests on its systems for SOC 2 compliance. Not only that, Intercom complies with GDPR, HIPAA, CSA, and Privacy Shield bodies.

On data retention policies, Intercom allows teams to create custom data storage durations and export functions.

✅ Winner: Intercom

User Experience and User Interface

Tidio offers a modern and simple interface with an enhanced design focusing on key elements and contrast prioritization.

Recently, Tidio restructured its navigation and inbox, making it more intuitive for enhanced operation.

With customization, agents will find a visual editor that they can use to customize the chatbot’s designs.

The software also provides a responsive mobile app for agents on the go. However, something to note is that Tidio has limitations with agent user preferences.

Intercom provides a modern interface with a feature-rich layout. However, unlike Tidio, navigating the Intercom platform has a steep learning curve.

With customization, Intercom offers more options than Tidio. Agents can tweak the workflows and chatbots, plus embed the functions in the mobile app or website.

Intercom also provides a responsive mobile app for customers and agents. The platform also allows agents to set user preferences, such as communication channels, notifications, and more.

✅ Winner: Intercom

Integrations and Compatibility

Tidio offers over 60+ pre-built integrations with CRMs, analytics, support, and more. The platform also makes it easy to set up the connectors with a few clicks from the dashboard.

One thing to note is that subscribing to the Tidio+ plan allows the integration of any software on the market.

For custom integrations, Tidio provides an API that developers can use. The API has documentation for simplified integration.

Intercom provides a more extensive library with 300+ pre-built integrations. The stack includes support, analytics, CRMs, marketing, and more.

The software also offers a simple layout for integrating the pre-built connectors. However, some connectors require tech skills when compared with the Tidio setup.

Agents will also find an API on Intercom that developers can use to add custom integrations and data analysis.

✅ Winner: Intercom

Customer Support

Tidio offers only two channels for reaching out: email and live chat. The response times vary, with email taking up to 6 hours.

On the other hand, live chat takes less than 3 minutes for a human agent to reply.

Tidio provides helpful self-help resources, including a help center, blog, and YouTube tutorials.

Intercom also provides email and live chat support. Compared to Tidio, the response times are quicker, with email and phone taking less than 4 hours and live chat less than 3 minutes.

Intercom provides self-help resources, including a blog, webinar, academy, books, and guides. Not only that, Intercom has a vibrant community forum.

✅ Winner: Intercom

Pricing

Tidio offers 4 plans that include a freemium package with a cap of 50  handled conversations. The platform’s paid plans start at a lower price than Intercom.

Not only that, but teams can also choose additional features priced as standalone to improve workflows. Tidio focuses on the number of conversations handled, making it a user-based pricing model.

Intercom offers 3 plans but without a freemium package. The plans start at a higher price than Tidio but with more advanced features.

It also uses user-based pricing, which considers the number of agents. It can make it more expensive for enterprises with large teams.

✅ Winner: Tidio

Scalability

Tidio pricing scales with the number of handled conversations, making it fit small and mid-sized businesses.

It also means upgrading to a higher tier allows for more handled conversations. The Tidio+ plan offers an enterprise-level package where large enterprises can get custom features that suit their workflows.

Intercom designs its pricing plans to scale with your business. The per-agent pricing means adding more seats requires upgrading.

Like Tidio, Intercom offers an Expert plan equivalent to an enterprise package. The plan offers custom features ideal for large enterprises.

✅ Winner: Tidio

Standout Features of Tidio

Tidio provides small- to medium-sized businesses with an AI-powered solution to help them improve their support service.

Here are 3 features that make it stand out.

Live typing

Tidio’s live chat lets agents see what a customer is typing before they hit send. It is a handy feature that enables agents to understand customer challenges and find a helpful response quickly.

Order management

Tidio integrates with e-commerce platforms, including Shopify. The software allows agents to build Shopify actions, such as adding coupons or upselling, for better conversions.

Free plan

Tidio offers a free package that fits budget-conscious businesses. It allows them to start without any financial commitment and upgrade as they continue growing.

Standout Features of Intercom

Intercom offers a stellar AI-enhanced help desk that caters to larger enterprises. Here are 3 features that make it stand out:

Shared inbox

Intercom provides an AI-enhanced shared inbox for enhanced efficiency and team collaboration. Agents can use the native Fin AI to respond and route the conversations to agents with expertise.

Real-time customer segments

Intercom allows the segmentation of visitors based on custom-defined criteria. Agents can create real-time user segments for targeted marketing and engagement.

Integration stack

Intercom provides an integration stack with 300+ pre-built systems. Some include payment, CRM, marketing, support, e-commerce and more.

Tidio vs. Intercom: SMB Guide’s Verdict

Our Tidio vs. Intercom comparison shows that both solutions rely on AI to deliver proactive support. Tidio uses Lyro AI to automate workflows, while Intercom leverages Fin for ticketing.

However, after a thorough evaluation, Intercom wins. Here is why:

Intercom provides more features, including a 350+ integration stack. The software also has a helpdesk with a powerful ticketing system.

The help desk consolidates the communication channels and the help center is in an AI-enhanced workspace. It allows agents to get more work done fast, improving customer experience.

Tidio is a decent alternative, providing a free plan to budget-conscious SMBs. It also provides AI features like Lyro AI and customizable chatbots with a drag-and-drop builder.

However, the integration limitation, lack of HIPAA compliance, and more make it lose to Intercom.

Choose Tidio If

You are an SME looking for an affordable solution to accelerate growth with AI support service.

Choose Intercom If:

You are a business looking for a scalable solution catering to complex customer support needs.