Tidio Customer Service Platform Review
Try their live chat and chatbot tools individually or bundled, or opt for Tidio+ for a the most comprehensive customer service solution.
Rating
Excellent
Price
$15.83 + $32.50 / mo for the Communicator + Chatbots Plans
Pros
- Easy setup with lots of chatbot templates
- Great integration with many key platforms (e.g., Shopify, WordPress, Instagram, Facebook, Google Analytics, Hubspot)
- Manage messages coming from various channels in one place using the multichannel tool
- Real-time visitor monitoring gives you powerful insight like what page they are on
Cons
- No automated live chat assignment based on customer location or query
- Can’t whitelist staff IP addresses which skew your metrics
- No integration with Twitter or WhatsApp
Interacting with your customers online at key moments with the right information is critical for a successful modern business (e.g., eCommerce). Here we review Tidio, a customer service or communications platform that gives you the tools and insights to enable these customer interactions.
In this review we go over what Tidio is and who it’s for, the pros and cons, features we love, and pricing to see if it’s a good fit for you.
What is Tidio?
Tidio is a set of customer service tools that help you reach your online customer base more effectively across various channels. This includes a live chat widget for your site, website visitor monitoring, AI-powered chatbots, and integrations with email, Instagram, Facebook Messenger, Shopify, Mailchimp, Zendesk, Google Analytics, and more.
Using these tools in tandem, you and your team can manage all of the messages from a single Tidio dashboard and respond more efficiently. Tidio also aims to increase your sales success by providing insight on your customer and enabling you to interact with them in key moments.
Who is Tidio for?
Currently over 300k businesses use Tidio to help them better engage their customers online. Whether you are a growing start-up or looking to scale, Tidio provides a range of packages to help you and your team collectively grow your customer service and sales. It’s great for any business looking to grow their business using customer insights with targeted live chat options including AI-powered chatbots.
Easy Setup, Great Chatbot Templates, and Fantastic Integrations
Setting up Tidio is incredibly easy and intuitive. They provide easy to follow instructions that just work, no matter what aspect of the Tidio toolset you are trying to implement. Connecting the Tidio dashboard to your Facebook, Instagram, and Shopify pages takes a few minutes, enabling you to extend chatbots or various live chat automations.
With 35+ well-developed chatbot templates, you have options to choose from and customize. Bots can be setup to help customers place orders, upsell related products, and generate new leads. Set them up to automatically answer the most common queries or when to notify live agents to jump in the chat.
The list of Tidio integrations available continues to grow and currently includes:
Platform Integrations:
Shopify, WordPress, Squarespace, WIX, Magento, Shopware, BigCommerce, PrestaShop, Ecwid, Weebly, WooCommerce, OpenCart, Joomla, Jimdo, Webydo, Drupal, Shift4Shop, Site123
Internal Integrations:
Facebook Messenger, Instagram, External Mailbox, Zapier, Zendesk, Zendesk Sell, Google Analytics, Hubspot, Mailchimp, Agile CRM, Pipedrive
Multichannel Tool makes managing messages easy
Businesses these days grow their online presence using multiple platforms like Facebook, Instagram, and more traditional methods like their own website and email. Managing communication via all of these platforms can get messy as your business grows.
Tidio simplifies this by letting you manage all the conversations using the multichannel tool, including your email inboxes. Choose which queries can be handled by chatbots and easily assign other conversations to specific team members.
This tool is free for everyone, regardless of the Tidio plan you choose. You won’t miss anymore messages from customers that may be contacting you via a platform that you check less often.
Real-time Visitor Monitoring provides useful insights
Being able to see a live list of active visitors on your website is incredible. You can see what page they are on and help them with exactly what they are looking at. This function also lets you engage with them at the right moment of your sales funnel as you see fit.
You also get other information such as their location, browser being used, operating system (e.g., iOS, Android, Windows), and last pages they’ve visited. This can help you answer the questions that matter most to the customer and skip the tedious ones.
Pricing Plans
Tidio offers 1 free and 3 paid plans that you can try with a free trial. The free plan and trials don’t require a credit card to get setup. Plans can be bundled together for your needs.
Monthly and annual billing options are available, with greater savings per month for the annual plans, giving you 2 months free.
See a summary of the features and annual pricing below:
Monthly pricing for the plans are:
- Communicator: $19/mo per operator
- Chatbots: $39/mo
- Tidio+: Starting from $289/mo
Things that could be better
With how powerful and easy Tidio is to setup and use, there were very few things that we could think to improve. However, there are a few features that we hope they add soon:
- Integration with Twitter and WhatsApp could be useful as more and more businesses use these platforms for communication.
- The ability to automate which agent/operator gets assigned a live chat based on the type of query or even the location of the customer. Currently you can provide the customer with the choice of which “department” they wish to speak to, but no automation on Tidio’s part beyond that.
- Visitor metrics get skewed by employees of smaller companies. There’s no ability so far to “whitelist” IP addresses of staff to not be included in the web analytics.