tidio

Tidio is a customer service software that helps small and medium businesses improve sales through TOP customer service.

The platform offers a range of features including live chat, chatbots, and ticketing and seamless integrations, so you can connect the tool with your Ecommerce platform, CMS, Social Network profile, Google Analytics and more.

Tidio Features

Here is a detailed overview of each of Tidio's features:

Live Chat

Tidio's live chat feature allows businesses to communicate with customers in real-time. It includes features such as live typing, which allows businesses to preview what customers are typing before they send it, and canned responses, which allow businesses to create a library of common answers and use them easily in conversations.

The platform also allows businesses to send attachments, inform customers when they are not available, and collect customer data through a pre-chat survey. Multilingual support, transcripts, and the ability to measure customer satisfaction are also included in the live chat feature.

Order Management

Yes, it's kinda weird that a customer service tool has an order management feature but it makes total sense.

Once you connect Tidio to your Shopify store, you can manage orders directly from the chat window. It includes features such as a shopping cart preview, order history, product recommendations, order cancel and refund within the same chat window! How crazy is that?

Chatbot

Tidio's chatbots feature goal is to automate conversations and sales flows. The platform offers a visual chat builder and over 35 e-commerce templates to help businesses engage users and sell more. Chatbots can be used in live conversations and can be used to collect data and send it to other platforms.

Tidio AI Response Bots

Tidio's AI Response Bots can handle up to 47% of common customer questions, freeing up businesses to focus on more complex inquiries.

I don't know if you have an ecommerce yet but answering the same questions over and over is a waste of time. I've setup AI response bots for my clients so they don't have to answer questions such as:

• what are your opening hours?
• where can I find my orders?
• how can I change my password?
• what's your telephone?
• and so on

The bots use natural language processing (NLP) to understand customer questions and segment them into relevant topics. The AI Response Bots also include a self-learning mechanism, which allows them to handle similar questions automatically.

Ticketing

Tidio's ticketing feature allows businesses to solve customer problems and keep track of issues. It includes features such as transforming chat conversations and emails into tickets, the option to tag and set priorities for tickets, and the ability to manage operator tickets. The ticketing feature also includes a history of all tickets and the option to assign tickets to operators.

Messenger

Tidio's Messenger feature allows businesses to communicate with customers through messaging platforms such as Facebook Messenger, WhatsApp or Instagram (yup, every Meta app available).

Email Marketing

Although I will always recommend to have a proper email marketing tool such as Mailchimp or Kalviyo, Tidio's email marketing tool is pretty awesome.

Create and send newsletters and automated emails within the same plaform, segment email lists, etc

CRM

Same recommendation as for the email marketing tool. Always choose a specific and native CRM tool if you're are looking for a 100% CRM tool with every feature available.

Tidio's CRM feature allows you to store and manage customer data. It includes features such as the ability to add notes, set tasks, and schedule appointments. Pretty simple if you ask me. But it's there and it's included on the pricing.

Messenger Broadcasts

Tidio's Messenger Broadcasts feature allows businesses to send messages to a large number of customers at once. It includes features such as the ability to schedule broadcasts and the option to segment recipient lists.

Messenger Workflow

Tidio's Messenger Workflow feature allows businesses to automate conversations with customers through messaging platforms creating custom rules and automated messages.

Phone

Tidio's Phone feature allows businesses to make and receive phone calls through the platform even using options such as call forwarding and voicemail.

Tidio Integrations

Tidio integrates with a range of popular platforms including Shopify, Salesforce, Hubspot, and Zapier. The platform also offers integration with popular messaging apps such as Facebook Messenger and WhatsApp.

Here's the breakdown of every integration available. Also, keep in mind that it's integrated with Zapier, so you can almost automate everything and connect it with other external tools and non-native integrations:

Ecommerce platforms:

• BigCommerce
• Ecwid
• Magento
• OpenCart
• PrestaShop
• Shift4Shop
• Shopify
• Shopware
• Squarespace
• WooCommerce

Content Management Systems:

• Drupal
• Jimdo
• Joomla
• Site123
• Webydo
• Weebly
• WIX
• WordPress

CRM / email marketing integrations:

• Agile CRM
• Hubspot
• Klaviyo
• Mailchimp
• Pipedrive
• Zendesk
• Zendesk Sell

Other integrations:

• Facebook Messenger
• Google Analytics
• Instagram
• Judge.me
• Whatsapp
• Zapier

Pricing Plans

There are 4 pricing plans available:

Free plan: $0 / month

Includes:

• Live Chat – conversations with 50 users
• Chatbots – conversations with 100 users
• Email Support
• Ticketing system
• Desktop & Mobile Apps
• 3rd party apps integration
• Visitors Info
• JavaScript API

Free plan: $0 / month

Includes:

• Live Chat – conversations with 50 users
• Chatbots – conversations with 100 users
• Email Support
• Ticketing system
• Desktop & Mobile Apps
• 3rd party apps integration
• Visitors Info
• JavaScript API

Communicator plan: 19€/month

Includes:

• Live Chat – unlimited conversations
• Up to 5 operators
• Email, 24/5 Live Chat support
• Ticketing system
• Desktop & Mobile Apps
• 3rd party apps integration
• Visitors Info
• JavaScript API
• Team departments
• Analytics
• Native Shopify Integration
• Live Typing
• Viewed Pages
• Live Visitors List
• Permissions
• Notes

Chatbots plan: 39€/month

Includes:

• Chatbots – conversations with 40,000 users
• Email, 24/5 Live Chat support
• Ticketing system
• Desktop & Mobile Apps
• 3rd party apps integration
• Visitors Info
• JavaScript API
• Team departments
• Analytics
• Native Shopify Integration
• Live Typing
• Viewed Pages
• Live Visitors List
• Permissions
• Notes
• 35+ Chatbot templates
• Visual Chatbot Editor
• Zapier integration

Tidio+ plan: 289€/month

Includes:

• Live Chat – unlimited conversations
• Custom number of operators
• Chatbots – custom no. of engagements
• Email, 24/5 Live Chat, 24/7 emergency phone support
• Ticketing system
• Desktop & Mobile Apps
• 3rd party apps integration
• Visitors Info
• JavaScript API
• Team departments
• Analytics
• Native Shopify Integration
• Live Typing
• Viewed Pages
• Live Visitors List
• Permissions
• Notes
• 35+ Chatbot templates
• Visual Chatbot Editor
• Zapier integration
• Tidio AI Response Bots
• Multisite support
• Custom integrations
• Email marketing
• Dedicated Customer Success Manager
• Dedicated Implementation Specialist
• Chatbot building assistance
• Account Reviews
• Training Sessions

Review

Having everything you need to manage your customer's service in just one platform is pretty cool, specially when you can integrate almost every tool available using Tidio's native integrations + Zapier.

Registering on Tidio's platform is a no-brainer and it takes less than 2 minutes. From there, integration is pretty easy, wether you're using an official plugin/addon or the copy/paste Javascript code.

As you can see on the screenshots I took myself, everything's is really user-friendly, easy to use and most of the features include templates, so you don't need to be an expert to configurate and manage Tidio.

One of the standout features of Tidio is the Order Management feature, which is specifically designed for Shopify users. The feature allows businesses to manage orders directly from the chat window and includes features such as a shopping cart preview and the ability to recommend products. The platform's integrations with popular platforms such as Shopify, Salesforce (via Zapier), and Hubspot are also a major selling point, making it easy for businesses to integrate Tidio into their existing systems.

Pros:

• Easy set-up using addons, plugins or Javascript
• 100% User-friendly
• Includes everything you need to manage your customer service: chat, chatbots, AI responses, ticketing, order management and more
• Wide range of chatbot templates to help businesses automate conversations and sales processes
• Tidio AI Response Bots can handle common customer questions saving tons of time
• Order Management feature specifically designed for Shopify users (recommend products, cancel orders from the chat window…)
• Integrations with popular platforms such as Shopify, Salesforce, WordPress, Magento, WIX and Hubspot
• Ticketing feature useful for keeping track of customer issues
• Range of features for communication and data management, including Messenger (integrated with Whatsapp, Instagram and Facebook Messenger), Email Marketing, CRM, and Messenger Workflow
• Phone feature for making and receiving phone calls through the platform

Cons:

• Order Management feature only available for Shopify users
• Some features, such as the Tidio AI Response Bots and Order Management, may require a higher-priced plan
• May need a proper CRM tool, as Tidio's CRM is limited
• Same for the email marketing tool
• The most advanced pricing plan (Tidio+) is pretty expensive, so it's not for small businessess

Our score

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