Tidio Review: Customer Service Platform To Grow Your Business

About Tidio

If you’re looking to run a successful online business (and we’re assuming you do, that’s what’s brought you here), delivering first-rate customer experiences is vital. Needless to say, your website and what it has to offer plays a crucial role in ensuring prospects enjoy a positive first impression of your brand. Cue, live chat software

Of course, to offer decent chat functionality on your site, you’ll need to use the right software. Tidio is a chat solution offering powerful live chat and chatbot tools. So we’re reviewing Tidio here in this article post. More specifically, we’re examining its core functionality, pricing, and whether you can rely on it to streamline your customer experience. Let’s find out.

Live chat software comes in handy when one of your visitors has a question, sure, but also when you notice that they’re hesitant to buy your product. You can say hi, give them the answers they’re looking for, and gently persuade them to become one of your happy customers. In this detailed Tidio review, we walk you through the software’s features, pros, cons, how it ranks among its competitors, and all the information you need to assess if it’s the right fit for you.

Overview of Tidio

Tidio is a live chat software that helps you improve customer satisfaction. It’s a solid choice for small and medium-sized businesses looking to boost customer relationships and improve sales. Tidio’s customer service platform makes it easy for you to keep in touch with your site’s visitors, providing you with automation tools that save you time without sacrificing your personal touch.

As we’ve already hinted at in the intro, Tidio Chat provides everything you need to quickly bring live chat and chatbots to your website. It’s best described as a relationship-building tool with some CRM capabilities that enable you to reach out to visitors and form new connections. The software has enjoyed several accolades, including mentions by Forbes, FoxNews, HubSpot, and excellent reviews across various platforms. For example, at the time of writing, Tidio has a 4.8-star rating from 1418 reviews on the Shopify App Store, and a further 313 reviews give the same rating on WordPress.

There are two ways you can install Tidio Chat on your site. First, it can be activated as a plugin for a wide range of website platforms, including Shopify, Wix, BigCommerce, and WooCommerce. Or you can add the JavaScript installation code to your site. Overall, the tool is intuitive and beginner-friendly, requiring no former technical knowledge. And even better? Tidio comes with a free version!

Tidio Live Chat is an online communication tool with a website and app version. It merges functions like Marketing automation, bots, and live chats to help improve customer satisfaction and boost your sales. Furthermore, it has a free version which is helpful for a new or small online business. Shopify store owners have the potential to increase their sales by up to 40% with the help of Tidio Live Chat.

It is easy to create an account on Tidio as there are guides to take you through the basic installation and set up steps. During installation, the guides will ask you to perform various functions like choose a language, color, and avatar for your chat.

You may need to install a short javascript if you are creating your account from the app. Once you create your account, you get to access various features depending on your pricing plan. You will use these features to customize your store to increase customer satisfaction, and eventually boost your sales.

Tidio Review

Communication contributes largely to the success of any business. It helps merchants accomplish important functions, like identifying customer needs and offering customer support. You will need a tool packed with efficient, effective, and modern features to facilitate communication for your eCommerce business.

Shopify is one of the major eCommerce platforms you can use to create and run your online store. There are various tools you can integrate into your Shopify store to facilitate communication. One of the most modern, attractive, and yet highly functional tools on Shopify is Tidio Live Chat. This guide will cover in-depth what Tidio Live Chat is, its main features, the pricing, and customer response.

Interface

You can open Tidio on your browser, get the desktop application, or download the Tidio mobile app on your Android and iOS devices.

No matter which version you choose, you’ll be pleasantly surprised by Tidio’s modern and smooth interface—the dashboard is well-designed, all the menus are stacked neatly in the left corner, and the widgets are easy to understand.

Features

Let’s talk about some of Tidio’s features and how they can help you boost your customer service effectiveness.

Canned Responses

Tidio lets you save Quick Responses so that you don’t lose time typing them up while chatting with your customers. You can just select the Quick Response you need directly from the chat window, and forget about the hassle of writing the same thing over and over again or checking for typos.

This feature is especially handy for ecommerce businesses that have to continually answer similar questions about refund policies, product description, shipping costs, and payment options.

Also, with the Bot In Conversation feature, you can set up a chatbot for these repetitive answers and run it during your chat with a visitor.

Chat Automation

Tidio’s live chat software makes customer support automation appear natural and seamless. The best part? You don’t need any coding skills to create a chatbot.

You can choose the triggers you want for your bot, the actions you want it to perform, and simply drag-and-drop to make it happen. For example, you can have your chatbot automatically send the message “Hi again! We’re so happy you’re back” whenever a visitor returns to your site.

Tidio’s Visitor Says function uses natural language processing technology that recognizes commonly used terms.

So, for example, you can have your Tidio chatbot reply with one of your pre-saved Quick Responses whenever a visitor asks if you take credit card payments.

Multi-Language Bots

Do you cater to international customers?

Don’t worry—Tidio’s widgets are multilingual. The software can check your visitor’s browser’s default settings and chat with them in their language of choice.

You can set up as many languages as you want, and Tidio’s multi-language feature will translate the text for you. Or you could customize each pre-saved phrase individually, whatever you prefer.

Offline Mode

One of the best things about the Tidio chat app is that you don’t have to be available 24/7 to answer customer queries—whenever you’re offline, Tidio has your back.

Do you want to forget about work once you’ve logged off?

Tidio can hide the live chat widget.

What if it’s something urgent?

Tidio can send you email notifications. Do you want to reach out to your non-operating-hours visitors?

Tidio can ask them for their contact info and let them know you’ll get back to them. You can change your status automatically or configure operating hours for the Tidio chat widget, and your status will automatically change to “offline” according to your schedule.

Team Management

Tidio lets you (the project owner) assign roles to your team depending on the permissions you want them to have: admin (full access), moderator (limited access), or chat agent (conversations only).

Plus, you can use the Reassign Operator feature to pass a chat to another agent. This feature comes in handy when you know somebody else is better equipped to answer a visitor’s questions.

Pre-Chat Survey

Like some of its competitors, Tidio also offers pre-chat surveys. That is, you can have your visitors answer a few questions before they start a live chat conversation with you.

You could request they agree with your privacy policy or ask them for their contact info so you can keep the conversation going even after they’ve left your site.

Email Marketing

Tidio lets you send customized emails to your subscriber list. It has tons of pre-designed email templates for you to choose from. But if you can’t find one that matches your design idea, the Tidio chat app comes with a Mailing Editor so you can create your own templates.

You can add all the elements you want—videos, images, social media icons, CTA buttons, your logo, etc.—and customize everything so your emails look nice, feel personal, and hold your subscribers’ attention. Also, Tidio’s anti-spam system protects your customers and your reputation by making sure the emails you’re sending are free of spam and phishing attempts. If your campaign doesn’t pass the spam check, the emails won’t be sent.

Analytics

Somewhere among the list of Tidio features is also its real-time website traffic monitoring function. It helps you track the number of visitors, where they’re coming from, and what page they’re visiting. Unlike Google Analytics, Tidio includes anyone who has your website open in your real-time visitor list, even if they haven’t clicked anywhere on it in the last five minutes.

Additionally, you can set up daily, weekly, or monthly reports. The report can tell you how many operators were active in that period. Plus how many messages they sent on how many chats etc.

Integrations

You can integrate your favorite tools with Tidio to improve your workflow. Tidio’s integration list includes, for example, Agile CRM, Facebook Messenger, Google Analytics, HubSpot, Instagram, Mailchimp, Pipedrive, Zendesk, and—of course—your mailbox.

Tidio doesn’t have a native integration for Slack, but you can connect it (and thousands of other software) via Zapier.

Plans & Pricing

Apart from a free-forever plan, the program offers three premium subscriptions, each with a seven-day free trial.

Unlike other software, though, Tidio’s premium plans don’t build on each other—that is, they don’t have the same features as the previous tire plus something else; instead, they all build on the Free plan and have different features each.

This is what Tidio’s pricing structure looks like:

Free – It lets you send up to 500 emails per month, gives you access to visitors’ info, third-party integrations, and the JavaScript API. You can send unlimited messages to your visitors, but can only trigger the chatbot with 100 unique visitors per month.

Communicator – It costs you $15/month or $150/year, and it’s the only plan that’s billed per operator (all the other ones, including the Free plan, let you add three agents). On top of the free features, Tidio lets you review what pages your visitor/chat partner has been looking at, what they’re typing, and your notes from previous conversations.

Mailing – For $25/month or $250/year, you get all the Free plan features plus unlimited contacts, email templates, email address validation, contact segmentation, automated campaigns, visual email editor, and no daily sending limits.

Chatbots – It costs $39/month or $390/year. It grants you all the Free plan features plus unlimited chatbots, chatbot templates, the visual chatbot editor, and Zapier integration.

Support

Tidio offers live chat support during the week and email support during the weekends. For this Tidio review, we tested both, and we’re happy to report that a customer rep got back to us in just two minutes via live chat and four hours via email.

Additionally, the website’s help center has tons of information and tutorials, covering everything from how to get started with the program to how to create a multilingual bot.

Ease of Use

One of the major reasons people choose Tidio is because it’s very easy to use. Its pre-designed templates and customization options make creating chatbots and live chat widgets a seamless experience.

You can install Tidio’s live chat plugin on WordPress sites, as well as WIX, Magento, Shopify, Weebly, and other renowned website builders quite easily. Otherwise, you can use the JavaScript code to get the live chat up and running on your site. Either way, the installation process is very straightforward.

Tidio User Reviews

We went through multiple user review sites and Tidio Reddit threads to understand people’s perspectives on the platform. The software has a 4.8/5 rating on both G2 and Capterra based on 296 and 217 user reviews, respectively.

As you can imagine, complaints are few and far in between. Some users dislike the pricing structure, as Tidio can get expensive if you want access to all premium features. Other users mention they’d like a WhatsApp integration. Customers usually praise how easy it is to set up and use the chatbots, how nice and clean the interface looks, and the high-quality support Tidio’s reps offer.

Verdict

All in all, Tidio is a top-notch live chat solution. Its Free plan is enough for many organizations and, if that’s not your case, it still allows you to try out the software’s capabilities at no cost, for as long as you want, before you commit to a subscription. Now, talking about premium features, while Tidio’s real-time tracking and email marketing functions are great additions to the software, our favorite feature is Tidio’s anti-spam system.

We at Hosting Tribunal are internet-security-obsessed (and who wouldn’t be, if they knew what we know?), so we very much appreciate any and all efforts to make the internet a safer place—particularly ones that keep phishing threats away from our mailboxes.

Alternatives of Tidio

Tidio is among the best live chat tools for website owners, but it’s not the only one.

Let’s check out the competition.

Tidio vs Intercom

If you’re looking for a solution with 300+ integrations, a campaign builder, and CRM features, then Intercom is a great choice for you (assuming that price is not an issue). It’s suitable for businesses of all sizes and comes with a Universal Inbox and a Customer Data Platform. Like Tidio, it doesn’t have the best analytics tools, but it offers easy-to-create chatbots.

Tidio, on the other hand, has less advanced features but is more customizable and has a free-forever plan. It’s a great option for businesses that are looking for an affordable, easy-to-use live chat solution with amazing online support.

Tidio vs Chaport

Chaport is suitable for small businesses looking to automate their customer service and improve online sales—it’s one of the best live chat software in 2021.

Both offer live typing insights, pre-chat surveys, canned responses, multilingual chats, and no-coding-needed chatbots. If you’re looking for a solution with group chat, auto-invitation, and detailed analytics features, then Chaport is a great choice for you.

If, however, you’re more interested in email marketing and customization options, then you should consider Tidio. Plus, its Free plan is more comprehensive than Chaport’s.

Tidio vs Acquire

Acquire is a customer experience management solution (and one of the best ones at that) for businesses of all sizes.

Acquire comes with a video call feature, advanced analytics, and a co-browsing tool that lets you collaborate on your customer’s screen so you can visually guide them through what they need. Unfortunately, Acquire doesn’t offer a free version and is comparatively more expensive than Tidio.

Wrap Up

Tidio’s live chat is practical, user-friendly, and integrates effortlessly with any website—all you have to do is embed the site chat widget, and you’re ready to go.

You can enjoy some pretty cool features (like email marketing, website traffic monitoring, and multilingual bots) that can help you convert leads, strengthen your customer relationship, and improve online sales. We hope our Tidio review helps you choose the right live chat solution for your business.

FAQ

What is Tidio chat?

Tidio helps you improve your customer satisfaction and conversion rates with its live chat solution. It also packs other powerful features like email marketing, team management, and chatbot automation.

Is Tidio good?

Yes, Tidio is an excellent platform. It has a 4.8-star rating based on hundreds of user reviews and is the preferred option of 300,000 website owners.

If you want to know what makes it so great, our Tidio review tells you everything you need to know.

Does Tidio have an app?

Yes, you can download the Tidio app for your Android and iOS devices.