Looking for live chat software for your eCommerce business? Look no further. We are presenting a comparative study on two notable live chat softwares, Tidio and Tawk.to, here today.

By the end of this article, you will get a clear picture of the salient features of both the softwares. Compare and decide which one would suit you the best.

Overview

Overview - Tidio and Tawk.to
  • Let us first have an overview of both Tidio and Tawk.to softwares. Both are cloud-based live chat softwares that help users manage their customer conversations on multiple channels.
  • You can access Tidio and Tawk.to on the web, android, and iOS platforms.
  • Whether you own a startup or enterprise-size eCommerce business, you can choose either Tidio or Tawk.to. As both the softwares are designed to cater to all sizes of businesses.
  • Both the live chat softwares offer a free trial and a free plan to try their features and tools in real-time.

Chat tools (Final Winner: Both)

Tidio – Rating ⭐ 4.7/5, Tawk.to – Rating ⭐ 4.6/5

Onboarding (Winner: Tawk.to)

Initial setup and ease of navigation are basic yet pivotal features of the software to give a great user experience. Are Tidio and Tawk.to easy to use? Let’s check it out.

  • Tidio – simple to set up and easy to use. The intuitive dashboard provides all the necessary metrics on the main screen.
  • Tawk.to – takes very minimum time to set up with a simple copy and paste of the Java script. And the chat widget is immediately live on your website. The dashboard is also equally easy to navigate through.

Winner – Tawk.to

Customization Features (Winner: Tawk.to)

The live chat software should possess tools to modify the look and feel of the live chat widget to match your branding alongside adding an attractive look to it.

  • Tidio – great customization and personalization options to add a professional-looking branded chat widget with profile pictures of your team. Find in-built script templates to use readily or integrate your own using API.
  • Tawk.to – easy tools to customize and personalize chat widgets in line with your branding. Also add a fully customizable, attractive, and animated ‘Attention Grabber’ to highlight the position of your chat widget.

Winner – Tawk.to

Proactive messaging (Winner: Tidio)

Offer volunteered instant help to your customers when they are present on your website and increase the conversation conversion rate. Do Tidio and Tawk.to provide this?

  • Tidio – view your live visitors and initiate chat conversation with them to answer their queries instantly.
  • Tawk.to – pro-active messaging to help your website visitors and app users while they are on your site.

Winner – Tidio

Canned Responses (Winner: Tidio)

These are predefined responses to the most repeatedly asked questions, helpful for customers to resolve their queries by themselves. It helps you increase the fast resolution time rate.

  • Tidio – create a library of pre-recorded answers to repetitive questions and ‘canned notes’ to confirm the customer’s question and send the appropriate ‘canned response’. Tidio offers 70+ live chat templates to customize and use.
  • Tawk.to – allows you to create shortcuts and template responses for commonly repeated questions and save them. You can also use the existing customizable templates to link to live chats.

Winner – Tidio

Knowledge Base (Winner: Tawk.to)

Having a Knowledge Base is an essential part of customer support software to provide clear instructions and guidance to the users.

  • Tidio – the website hosts a comprehensive knowledge base that guides the user thoroughly on what and how of every single feature.
  • Tawk.to – excellent knowledge base for both internal (for agents” use) and external (for customers’ self-help) support purposes.

Winner – Tawk.to

Languages (Winner: Tidio)

If the Live chat software is available in multiple international languages, it makes it easy for you to localize your conversations globally. How many languages do Tidio and Tawk.to support?

  • Tidio – comes pre-built in 7 international languages including English, French, Spanish, German, Italian, Portuguese, and Russian. If required, the software can identify your customer’s default browser language and allows you to respond respectively.
  • Tawk.to – can translate into 45+ languages to chat with your customers in their native tongue.

Winner – Tidio

Integrations (Final Winner: Tawk.to) Rating ⭐ 4.6/5

Native and Third-party Integrations (Winner: Tawk.to)

No single software can sustain or scale alone in this highly competitive age. Hence integrations have become an integral part of any customer support software. Similarly, neither Tidio nor Tawk.to being alone.

  • Tidio37 integrations with popular messaging, eCommerce, helpdesk, customer support, CRM, email marketing, and analytics software and applications.
  • Tawk.to100+ integrations to collaborate with your existing CMS applications, eCommerce, and third-party systems like WordPress, Zapier, and Cloudflare.

Winner – Tawk.to

Analytics (Final Winner: Tawk.to) Rating ⭐ 4.6/5

Analytics and Reports (Winner: Tawk.to)

Analytics reports help to measure the performance of your live chat support. Some softwares even provide real-time reports to monitor ongoing performance. Here, we will find out about Tidio and Tawk.to analytics tools.

  • Tidio – lets you keep track of your team’s and chats’ performances. Gives you a detailed report on conversation-related key metrics, messaging channels performances, and customer satisfaction rates.
  • Tawk.to – monitor all the live key metrics (live customers, visitors for the day, etc.) in real-time right on the dashboard. Go to the reporting page to view all the chat-related reports in detail.

Winner – Tawk.to

Customer Support (Final Winner: Tidio) Rating ⭐ 4.7/5

Customer Support Features (Winner: Tidio)

Ideally, Tidio and Tawk.to are customer support solutions providers. So, both should be equally competitive in their support services. Let’s see which one is the tie-breaker.

  • Tidio – offers 24/7 live chat, email, and phone support plus a dedicated customer service manager. Also, avail self-help through the knowledge base and training videos available on the website.
  • Tawk.to – provides obvious live chat support, a help center with the knowledge base, and you can write to them from their website.

Winner – Tidio

Make the right choice

Now that we are at the end of the article, Tidio vs Tawk.to, you might have got an idea of both the softwares. We have compared the noteworthy features required to choose a live chat software. Though, we recommend you analyze which one will be suitable for your business and decide upon it.

Nevertheless, if you require full-feature helpdesk software for your business, then check out Helplama Helpdesk. This software provides AI-integrated omnichannel customer support tools. Thus, it integrates live chat and other channels with your website seamlessly with just a few clicks.

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