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Tidio

AI customer service platform for seamless communication and sales.

Category: AI Business Tools - Customer Support
Pricing: Paid
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Tidio

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Tidio

AI customer service platform for seamless communication and sales.

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Users Summarised Veiws

Tidio is an all-in-one AI customer service platform integrating live chat, AI chatbots, and a help desk to streamline communication and boost sales for small to medium-sized businesses. Key strengths include the Lyro AI Agent, capable of automating a high percentage of interactions by learning from content, and a visual no-code Flows builder. It is ideally suited for companies enhancing support, generating leads, and managing multichannel communication efficiently. Despite its ease of use and powerful features, some user feedback indicates potential limitations with handling complex AI queries and concerns regarding pricing and features restricted to higher tiers.

What is Tidio?

Tidio is an all-in-one AI customer service platform designed to streamline communication and boost sales for businesses. It integrates live chat, AI-powered chatbots (like Lyro), and a help desk ticketing system into a single, user-friendly workspace. The primary goal is to help companies manage customer interactions efficiently across multiple channels, resolve issues faster, and automate responses to a significant portion of inquiries, freeing up human agents for more complex tasks.

Who is Tidio for?

Tidio is ideally suited for small to medium-sized businesses across various industries, including e-commerce, services, and technology. It’s designed for companies that want to enhance their customer support, generate leads, and increase sales through effective online communication. Customer support teams, digital agencies, freelancers, and consultants can also leverage Tidio’s features to improve efficiency and manage client communications.

What makes it unique?

Tidio stands out with its Lyro AI Agent, capable of automating a high percentage of customer interactions (up to 64-70%) by learning from user-provided content. Another unique aspect is its visual Flows builder, enabling users to create no-code automation paths for lead generation and sales funnels. The platform’s ability to unify communication from live chat, email, Facebook, Instagram, and WhatsApp into a single shared inbox provides a significant advantage for managing multichannel support efficiently.

  • AI-powered customer service with Lyro AI Agent for automating responses and tasks.
  • Live chat functionality for real-time communication with visitors.
  • Unified multichannel inbox to manage conversations across live chat, email, Messenger, Instagram, and WhatsApp.
  • Chatbots with pre-made templates and a no-code visual builder for lead generation and automation workflows.
  • Integrated Help Desk and ticketing system for managing customer requests efficiently.
  • Detailed analytics and reporting to monitor performance and identify trends.
  • Extensive integrations with over 120+ tools, including e-commerce platforms (Shopify, WooCommerce), CRMs, and email marketing services, plus Zapier and API capabilities.
  • Shopify-specific features like viewing carts, order history, and recommending products directly in chat.
  • Multilingual support for chat widgets and AI responses in 12+ languages.
  • Mobile apps are available for ios and Android to manage conversations on the go.
  • Ability to send proactive messages to website visitors.
  • Self-service options for customers through FAQs and automated conversations.
  • Automate customer service and support
  • Generate and capture leads
  • Assist with sales and drive conversions
  • Enhance customer engagement
  • Provide 24/7 customer support
  • Answer frequently asked questions (FAQs)
  • Handle help desk and ticketing
  • Facilitate omnichannel communication (across website, email, social media)
  • Provide product recommendations
  • Process orders and provide tracking

Pros

  • Tidio offers a slick design, quick messaging, and straightforward features, providing customers with plenty of support options. (Source: TechRadar)
  • Tidio is a must-have for delivering fast, smart, and personalised customer service and is perfect for businesses of any size. (Source: G2)
  • Tidio is considered one of the most user-friendly live chat tools with a clear interface and modern design. (Source: Tooltester) (Source: 3WIN)
  • The interface is simple and intuitive, making it well-suited for businesses that want to chat with their site visitors in real time. (Source: TrustRadius)
  • As a paid customer, the software and its outstanding features are appreciated. (Source: JoinSecret)

Cons

  • Some users feel that Tidio’s pricing can be high, while others report that the overall cost is fair compared to other live chat tools. (Source: Capterra)
  • A recent change to a limit of 5 conversations has been a negative experience for a paid customer. (Source: JoinSecret)
Source Ratings Number of Reviews
Sprout24 4.8/5 1626+
Chatimize (G2) 4.5/5 1500+
Chatimize (GetApp) 4.7/5 450+
Trustpilot 4.1/5 203
GetApp 4.7/5 450

Average user rating: 4.63/5

Total Number of Reviews: 3779+

Positive Feedback:

  • Tidio is a highly-rated, revolutionary customer service platform that combines live chat, AI chatbots, and multichannel communication to enhance support and sales. It is considered an indispensable tool for businesses of all sizes.[1]
  • Reviews for the platform are mostly positive.[2]
  • Users find the platform easy to set up and use.[3][2][4][5][6][7]
  • The workflow, automation, and design are impressive and user-friendly.[3]
  • It is described as a very stable and complete chat platform with an intuitive interface. The live chat feature is considered a handy low-cost tool.[8]
  • Tidio integrates seamlessly with platforms like Shopify.[5]
  • The automated chatbots are effective, particularly the Lyro AI chatbot for automating responses, lead qualification, and routine issue resolution.[5]
  • The visual chat-flow builder is user-friendly with helpful templates.[5]
  • Features like smart views and live visitor tracking enhance agent efficiency.[5]
  • Integration with email marketing is a notable advantage.[5]
  • Chat routing and proactive chat streamline customer engagement.[5]
  • Canned responses efficiently handle repetitive queries.[5]
  • The ticketing system is robust and streamlines request management.[5]
  • The Department’s feature is valuable for larger organisations.[5]
  • The platform requires no coding skills, making it accessible.[5]
  • Integrations enable a holistic approach to customer service.[5]
  • The ease of integration and seamless onboarding are impressive.[5]
  • The tiered pricing structure is thoughtfully designed and flexible, seen as fair with a reasonable balance between cost and value.[5]
  • It is considered an excellent tool due to online chat and website integration.[9]
  • Tidio’s customer support team is frequently praised for being helpful, responsive, and efficient.[1][10]
  • The app’s features are user-friendly, intuitive, and powerful, providing everything needed to manage customer interactions efficiently.[1]
  • It is an affordable option for small businesses.[10]
  • Tidio combined with Lyro meets the need for a trainable AI chatbot with handoff capability.[10]
  • The customer-side UI is described as beautiful, and clients appreciate the ability to chat directly with a live person.[6]
  • Real-time chat and automated features allow for faster responses and personalised service. CRM integration was smooth, and analytics help understand client needs better. Tidio is essential for prompt and efficient support.[10]
  • It’s a smooth platform that users choose to stick with after trying others.[10]
  • Providing prompt and efficient support has been made seamless.[11]

 

Negative Feedback:

  • Limitations exist for the Lyro AI chatbot in handling more complex or unexpected queries, and AI training personalisation is limited.[5][4]
  • Some advanced features are only available in higher pricing tiers.[4][7]
  • There is a learning curve with the chatbot builder.[5]
  • The platform lacks certain features like A/B testing for email campaigns and a robust chatbot testing environment. There are also limitations in downloading comprehensive chat records.[5]
  • Users report frustrating and significant price increases, sometimes with little notice, raising concerns about a lack of transparency and disregard for long-term customers.[10]
  • Pricing is described as absurd, a rip-off, and not worth the money, especially the per-chat charge on basic packages. Users feel constantly up against limits and warned of extra charges. Some users switched to competitors offering unlimited conversations for a lower price.[10]
  • One user reported not receiving a promised gift card for a review.[10]
  • Issues include unwanted auto-upgrades and difficulty cancelling the service, often resulting in bot messages.[1]
  • One user experienced getting shut down and losing data after only one week.[1]
  • There are concerns about the service being abused by phishing websites.[1]
  • The Lyro AI was reported as being annoying and making it harder to reach support.[10]
  • One user was initially told no refund was possible after being charged for an unrequested service.[10]
  • A desire to connect to the API at a lower pricing tier was expressed.[10]

Sources:

  1. https://www.trustpilot.com/review/www.tidio.com
  2. https://chatimize.com/reviews/tidio/
  3. https://www.g2.com/products/tidio/reviews
  4. https://www.softwarereviews.com/products/tidio?c_id=167
  5. https://www.baveling.com/post/tidio-review
  6. https://www.softwareadvice.com/live-chat/tidio-chat-profile/reviews/
  7. https://www.infotech.com/software-reviews/products/tidio?c_id=167
  8. https://www.capterra.com/p/144040/Tidio-Chat/reviews/
  9. https://www.getapp.com/customer-service-support-software/a/tidio-chat/reviews/
  10. https://www.trustpilot.com/review/www.tidio.com?page=4
  11. https://www.producthunt.com/products/tidio-2/reviews
Plan Description Price Included Features AI & Automation Limits
Starter Ideal for small businesses focused on enhancing customer satisfaction via live chat support. €24.17 /mo.
  • Everything is Free, plus:
  • 100 Billable conversations
  • Basic analytics
  • Live visitors list
  • Operating hours
  • 50 Lyro AI conversations (one-time)
  • 100 Flows visitors reached

+ Explore add-ons
Growth (Popular) Ideal for teams of all sizes prioritizing customer service as their competitive advantage. Starts at
€49.17 /mo.
  • Everything in Starter, plus:
  • Up to 2,000 Billable conversations
  • Advanced analytics
  • Tidio power features
  • No Tidio branding (add-on)
  • Permissions
  • 50 Lyro AI conversations (one-time)
  • 100 Flows visitors reached

+ Explore add-ons
Plus For businesses requiring better limits, additional integrations, advanced features, and premium support. Starts at
€749 /mo.
  • Everything in Growth, plus:
  • Custom quota of Billable conversations
  • Dedicated Success Manager
  • Custom branding
  • Multisite
  • Departments
  • Multilanguage
  • OpenAPI
  • Support over live chat
  • Up to 5,000 Lyro AI conversations
  • Custom number of Flows visitors reached
Premium For more complex businesses Starts at
€2999 /mo.
  • Everything in Plus, and:
  • Unlimited Billable conversations
  • Guaranteed 50% Lyro AI resolution rate
  • Priority Service + Premium Support
  • Super admin role
  • Analysis & monitoring
  • Lyro as a managed service
  • Up to 10,000 Lyro AI conversations
  • Custom number of Flows visitors reached

Videos

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