So you’re looking for a tool to keep track of all of your customer interactions in one place? Tidio is definitely a great tool to check out. 

It is an all-in-one customer service platform that combines live chat, chatbots, and marketing automation into a single app. One of the main reasons the platform is so popular is that you can use their drag-and-drop editor to easily create or customize chatbots for your business from scratch.

However, is Tidio the best help desk for your business? Especially considering the wide variety of helpdesk platforms available in the market today?

In this post, we will do an in depth Tidio review to help you make the right decision. 

 

Tidio Pros and Cons

PROS

CONS

  • The interface and management are extremely user-friendly.
  • Scalable plans that don’t force you to buy features you don’t need.
  • Chatbot management is extremely simple.
  • In comparison to other platforms, the reporting and analytics features available are limited.
  • Tidio has a limited number of marketing features.

 

Tidio Pricing and Features

Pricing and Plans (Rating ⭐4.72/5, 76 reviews)

Pricing and Plans

Tidio currently offers four different pricing plans: Free, Communicator, Chatbots, and Tidio+

  • Free– (Live Chat – conversations with 50 users, Chatbots – conversations with 100 users, Email Support, etc)
  • Communicator- $19 Per mo (Team departments, Analytics, Live Typing, Viewed Pages, etc.)
  • Chatbots- $39 Per agent/mo (All the Free features, Chatbot conversations with 40,000 users, 35+ Chatbot Templates, Visual Chatbot Editor, etc.)
  • Tidio+ – $289 Per mo (Unlimited live chat, custom number of operators, chatbots – custom no. of engagements, email marketing, etc.)

Please note that the pricing mentioned above is based on monthly plans. The pricing will go down when you move onto longer annual contracts.

The pricing is a little bit higher and the features on their free offering are a little bit lacking. But premium products have a premium price tag. It would be better to let free users have more chatbots such that users can opt-in for paid version when they have more sales.

⭐ 4/5 Chamaru A

Let’s take a look at the free plan first. You can reach 100 unique visitors per month with bots, Email Support and start with only 50 unique live chat conversations. Unless you’re a really small business with barely any customer communication, this plan is a definite skip.

The features and how truly easy was the setup and the user-friendly dashboard or the great pricing! It really worth it. I also like how fast Tidio is growing, I have switched from Crisp 1 year ago and I am still thankful for taking this decision.

⭐ 4/5 Yasser A

Overall, the pricing is reasonable in comparison to other software on the market. However, if you want to try something less expensive with the same important functions but fewer bells and whistles, there are other options to consider, such as the Helplama Helpdesk. If you want a more detailed pricing breakdown of Tidio? Then, go through our post on Tidio Pricing: Which Plan is the Best? [Complete Breakdown]

Interface and Customization (Ratings ⭐ 4.69/5, 146 reviews)

Interface and Customization

Tidio’s clean interface helps you by bringing together all of your customer messages, from social media and email to web-based chat widgets, into a single interface. Regardless of which channel they come in on, your agents can easily respond to them with the same ease and efficiency. Overall, it provides a clutter-free and clean user interface. This ensures that your visitors will have no difficulty contacting Tidio for assistance. Tidio is also simple to manage from the backend.

The platform provides numerous customizable chatbot templates. So, regardless of the type of business you run, you can easily customize your Tidio Chatbot. This increases Tidio’s adaptability. Another useful feature is the ability to create a custom button for your site and link it to the chat page. This can also be included in emails and on social media pages.

Tidio is really easy, handy and with a modern interface. Its built for beginners but also integrates pro functionalities. Tidio integrates with Instagram and Facebook chat. You can add bots to your chat with a simple click and edit them through flowcharts.

⭐ 4.5/5 Matteo P

However, Tidio’s chat window customization options are somewhat limited. You can only customize your chat’s background color and add your own welcome message. Having said that, it’s a nice-looking chat window that should work well for a variety of brands.

Tidio is a completely comprehensive chatbot for your website that is so seamless to integrate and set up. Both customer-facing and company facing have a great interface, are very intuitive and offer amazing options for customization.

⭐ 5/5 Anna t

A web version and an app version are required for an online tool to remain relevant today. Tidio works with iOS and Android-based smartphones. Its desktop version is compatible with both Mac and Windows computers.

Analytics and Dashboard (Ratings ⭐ 4.78/5, 23 reviews)

Analytics and Dashboard

Tidio includes an analytics section to help you evaluate your company’s work in handling customer interactions. Their analytics feature is divided into two sections:

  • Conversations Metrics:

You can easily access various metrics in this section, such as missed conversations, incoming conversations by hour, first response time, satisfaction rates, and so on. This allows you to examine the details of rated conversations to identify the strong and weak points of your operator’s work.

  • Operator Metrics:

You will also have access to information about each operator, such as how many customers they have spoken with, their response time, and their customer satisfaction rates. By knowing how each of your operators performs, you can improve and organize your workflow. Streamline productivity by better scheduling shifts and understanding recurring patterns in conversations.

We have found Tidio very useful for not only increasing sales and converting new customers (cold traffic or paid ads) but also answering customers’ questions without having to physically type them out. A lot of analytics, which can be used to target areas that need improvement and scale accordingly. Would highly recommend it. I don’t do reviews often, but this is worth it.

⭐ 5/5 Administrator in Apparel & Fashion

With Tidio’s Reporting and Analytics features, you’ll learn about:

  • The number of conversations and their trends
  • Understand the patterns behind the conversations
  • The busiest hours 
  • Your operators’ performance 
  • How long your clients are waiting for your operators’ responses
  • The satisfaction ratings left by your customers 

Tidio lets you generate reports for daily, every 3 days, weekly and monthly. You can also select recipients so that the report is sent to required operators. 

The Customer Experience is so much better compared to all the other experiences. Tidio is clean and intuitive for the customers, and we have seen more customer engagement than other options. Also, the analytics they provide is excellent! The chatbots are also really cool.

⭐ 4/5  Chamaru A

Live Chat (Ratings ⭐ 4.79/5, 225 reviews)

Live Chat

During our Tidio chat review, we found that it includes a robust chat widget that allows your agents to communicate with customers directly from your website. Within just a few minutes, you can use Tidio to equip your website with live chat functionality. On top of that, Tidio’s live chat boasts the following features:

  • Viewed pages: Track your visitors. See which pages of your website they browse and personalize your communication.
  • Live visitors list: Get a real-time overview of all the visitors on your website or store. See what they are interested in, and also filter and segment visitors in the live preview to align with your goals. 
  • Team departments : Route the messages to the correct operators and departments 
  • Live typing: See what your customers are typing in real time and have your replies ready to send.
  • Canned responses: Prepare replies to the most frequent questions in advance and support your customers almost instantly.
  • Customer satisfaction: You can attach a quick survey to gain customer feedback at the end of your chat. 

The Tidio chat app is available in a variety of languages, allowing you to interact with customers in their native tongue. These languages include German, French, Portuguese, Italian, Spanish, and, of course, English. You can also create an individual customer profile for each of your prospective customers. This information includes their contact information, the last pages they visited, and other details.

I love the live chat mostly for it smoothes the customer care journey. now they can jump on a live chat and get the assistance they require in real-time and I am so happy for that. my team is loving it more than ever and we are moving out customer support to tidio as i am typing this now. Thank you so much for making this a user friendly platform and now our businesses are thriving easily just because of tidio.

⭐ 5/5 Mr M D

The feeling on the websites is better, a live chat is very necessary to use, and our team can see what our user’s doubts are and how we can give our help, so far we have fully implemented Tidio on shopify ecommerce and landing

⭐ 4.5/5  Naim Misael P

Chatbots (Ratings ⭐ 4.77/5, 235 reviews)

Chatbots

Tidio’s Chatbots are another outstanding feature. The platform includes 35+ pre-designed templates divided into three categories: boost sales, generate leads, and solve problems. If you are dissatisfied with the templates, Tidio provides an easy-to-use chatbot builder in the form of a drag-and-drop visual editor, allowing you to get started quickly.

You can customize the chatbot to deal with more complex problems, in addition to automating typicalFAQ responses. For example, the chatbot can be configured to send personalized welcome messages and collect user information such as order numbers and email addresses before forwarding it to your team. You can even automate specific solutions such as order tracking, return processing, return policies, and others.

tidio helped me to solve the main problem of my company, and that is to be able to have communication with my clients without the need to be connected with them or to be able to attend them in some internal channel, with the facility of integrating a chatbot which makes the whole process thanks to all the integrated functionalities works perfect.

⭐ 5/5 Juan Carlos f

The best part is that you can program your chatbot’s behavior using an easy-to-use flowchart interface, which includes triggers, conditions, and responding actions.

Tidio is very useful for us. I like the simplicity to set up chatbot regarding the goals you have : customer success, lead gen… You can use their templates to save time.

Design is neat (you can esily add some emoji 👌) so it gives a very good experience for our clients and prospects. There are a lot of triggers and features, so you can build some very efficent and personalised scenarios. Support is also very useful if you meet some issues

⭐ 4.5/5 Olivier T

While the live chat application is free, chatbots have a monthly usage limit of 100. When your monthly limit is reached, the chatbots will stop sending new messages to visitors. This, however, only applies to users of the free plan. Users of the ‘Chatbots’ plan can engage 40,000 unique visitors per month.

Marketing Features (Ratings ⭐ 4.87/5, 57 reviews)

Marketing Features

Tidio includes a great email marketing tool. The standout feature is undoubtedly its email campaign editor, which allows you to easily create and customize campaigns. The following are some of the key features:

  • Email templates ready to use: Choose a template you like, customize it to fit your brand’s design, insert your URLs, and easily replace different elements.
  • Smart feature: Save time by automating the process of creating a new email template for campaigns.
  • Spam checking: Send spam and phishing-free content to the intended recipients.
  • Test Campaigns: If you want to see how the campaign will look before sending it to the recipients, you can send a test campaign to a list of email addresses.

Use Tidio in combination with an inbox so that you can handle and email communications as well from the same dashboard. It can also be used for marketing leads thanks to the logiques that can be created with the chatbots drag and drop builder.

⭐ 4/5 Administrator in Retail

I have used many email marketing platforms before and the problem I was facing was those promotional emails that I send always go to the spam folder of the customers. This caused a lot of headaches for me because of the less conversion rate. But in Tidio I found that most of the promotional emails that I send are not going to the spam folder. So, I am getting more conversions from email marketing.

⭐ 5/5 Administrator in Marketing and Advertising

It’s also important to note that the email marketing solution is only available for the Tidio+ pricing plan, which costs 289 USD/mo. So, while Tidio can handle basic marketing tasks like live chat campaigns and email outreach, it is unlikely to meet most marketing needs. If you’re looking for advanced marketing automation features, unfortunately, Tidio is not the platform for you. We recommend looking into customer interaction/automated marketing software such as Helplama Helpdesk.

Bottom Line

Tidio is clearly a popular option, especially given the free plan and the platform’s robust feature set, making it an appealing option for small and medium-sized businesses. However, certain limitations and the scope of each pricing plan must be considered before opting for it. We hope this guide compared to other Tidio reviews cleared up some questions and made it easier to make a decision.

Also, if you’re just getting started with helpdesk systems and want to make it easier for your support reps to provide the best service possible, the Helplama Helpdesk could be the platform for you. It is a multi-channel customer service help desk designed for small businesses and enterprise teams. The platform is designed to be cost-effective, easy to set up, and most agents can get started on Helplama with little to no training.

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