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Overall experience with Tidio
“Integration With Shopify and Klaviyo Streamlines E-Commerce Customer Service Operations”
“New AI Model Accurate but Removed Key Chat Features Raise Concerns”
About Company
Company Description
Tidio provides customer service software to businesses globally. The platform of Tidio equips businesses with customer service solutions such as live chat, chatbots, ticketing, and AI-powered virtual support agents. These services are beneficial in issue resolution and enhancing conversion rates. The software of Tidio is compatible with all significant content management systems, e-commerce platforms, and social media outlets. Tidio, launched in 2013, has a team spread across locations in San Francisco, Szczecin, and Warsaw. The platform has been adopted by users across 205+ countries. Tidio's live chat widget reaches 510 million unique users monthly.
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Tidio Likes & Dislikes
Automation and chatbot builder: the drag-and-drop builder/interface makes it relatively simple to build and launch automated responses, which significantly cuts down on our manual work. Live chat: being able to chat with website visitors in real-time has helped us improve conversion rates and the customer experience smoother. Integration: the seamless integration with Shopify and Klaviyo reduces manual efforts and allows for better optimisation. Visitor tracking: the ability to target users based on their behaviour adds a lot of value to our marketing efforts. Customisation: we can customise the chat widget to match our brand, ensuring consistent look and feel to our customers.
Before the subscription changes, being able to see what the person is typing out, now its not on the plan we have. Being able to see the location or country that the user is in and the new AI model seems to be pretty accurate.
Configurability: the ability to set up decision trees to guide conversations Accountability: the ability to set up responsibility for follow up to individual operators Website integration: easy to integrate onto website pages
Multi-brand limitations: Tidio doesn't offer support (to my knowledge) for separate workspaces for multiple storefronts, making it difficult to keep customer data and branding distinct. Limited chatbot logic: the visual builder is easy to use, but lacks the complex conditional logic needed for more advanced automation flows, which, being in the health supplement space, we need a lot of. Pricing: some features are only available in higher-tier plans, and the cost of scaling up for a growing business can become quite high.
I do seem to get disconnected from the chat pretty frequently, unsure if that is on my end or Tidios. Really wish they would allow us to view what is being typed on the plan my company has.
The new commercial structure limits the complexity of the decision trees, our plan quota runs out far more quickly than before. Inability to synchronise contacts with our CRM system The user interface of the Tidio console is simple enough, however for an administrator, the navigation between different areas of the app is a little more complex.
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Tidio Reviews and Ratings
- Director of Marketing<50M USDConsumer GoodsReview Source
Integration With Shopify and Klaviyo Streamlines E-Commerce Customer Service Operations
Tidio has been a great addition to our customer service tools. The chatbot is powerful and easy to set up, which has helped us reduce response times and handle common questions more efficiently. The live chat also works smoothly and integrates well with our site which is built on Shopify. We've had some support agent downtime, and while we churned through members of our support staff, having Tidio integrated and operational throughout meant members of the core team could easily pick up the slack during these times. A few things could be improved, however. We'd like more flexibility with chatbot triggers and better segmentation and pricing options for businesses that operate multiple brands but under the same group. Support is usually responsive during working hours, but could be improved during peak hours. Overall it's a sound solution for growing and established e-commerce brands. - Chief Executive Officer<50M USDMiscellaneousReview Source
Decision Trees and CRM Synchronisation Challenges Noted in Tidio Platform Experience
The Tidio system works well and provides a simple way to gather contact details from a website. It's especially useful for websites that have a lot of information on them, it provides a simple way to start a conversation. We have integrated lead collection with our CRM system (Bitrix 24) via email, we would be very keen to find a way to synchronise contact details directly between the two contact databases without having to use the download/upload approach. - Marketing Manager<50M USDConstructionReview Source
Tidio Implementation Shows Positive Impact on Business Lead Generation Efforts
Tidio has been a great automated customer service solution for our business. We can now be available to answer questions and generate leads 24/7 on our website. - OPERATIONS MANAGER<50M USDSoftwareReview Source
Tidio your game-changer pal for customer engagement
Using Tidio has been a game-changer for our customer communication. From the start, the platform is very user-friendly. It's very easy to integrate, and you can find answers online if you have questions. Our chat experience with leads and customers has truly improved. We can now monitor in real-time the visitors interaction with our site, so we can be prepared when the time comes; and we can have a better conversation, based on the visits to our site. - Marketing Manager<50M USDConsumer GoodsReview Source
Easy Setup and Intuitive Chatbot Builder With Limited AI Quota on Lower Tiers
Tidio is the perfect starting point for conversational marketing. Unlike complex enterprise platforms, Tidio is truly plug-and-play. I installed it on my website in under 5 minutes, and the pre-built chatbot templates allowed me to start capturing leads immediately. It demystifies chatbots - you do not need to be a developer to build a logic flow that saves abandoned carts or FAQs automatically.