This product review is sponsored by Tidio. We do not allow our advertisers to influence our ratings and reviews.
Want to up your customer service while also boosting sales? Adding live chat software like Tidio can help you do just that.
In our Tidio review, we’ll take a closer look at what this software is, its pricing, its features, and how to add it to your own ecommerce store. Whether you’re working with WordPress and WooCommerce, or a hosted ecommerce platform like Shopify, Tidio can work for you.
Tidio is a premiere customer service tool for small businesses. The codeless automation tool offers two core functionalities for any online store owner: live chat and chatbots.
Tidio Live Chat
The Tidio live chat tool adds a chat window to your website, making it easy for people to reach customer support no matter where they are on your website or at what stage of the buyer journey they’re in.
Your website visitors can chat with you in real time, getting answers to their questions immediately without waiting for an email response or sitting on hold over the phone.
Typically, the live chat box is located in the bottom right-hand corner of your website. However, you’re free to customize it and put it anywhere you’d like.
Tidio’s live chat features include the following:
Visitor Live Preview
With this, your chat agents can see what visitors are typing as they type it, allowing them to start queuing up the correct responses.
With this tool, you can gain insights about your website visitors, such as how much time they spend in the chat, conversion tracking, chat agent activity, a record of transcript reports, and more.
Want to set a custom trigger for certain circumstances? This is where it happens. You can use it to notify a chat support agent of a returning site visitor so they can reach out proactively—more on that in a bit.
This feature ensures chats are transferred to free operators or sends them to the correct department. This prevents your agents from getting too busy when the chat volume rises and that customers always get the correct response promptly.
With this feature, your chat agents can reach out to start the chat and offer help instantly. You can send them a custom message in a small chat window or image.
To save your agents time, you can use canned responses to take care of your most repetitive actions. These are great for questions like, “what are your hours of operation” and “what’s your phone number?” that get asked often, and the information remains the same. Once you create them, it will only take your agents a few keystrokes to send the responses to customers to speed up overall response time.
When you connect your support email, you’ll be able to treat all incoming emails as support tickets, which you can assign to agents.
You can set ticket priorities, reply directly from Tidio to save time compared to checking your email, and easily manage all your customer requests in one place.
For larger organizations with multiple departments, Tidio makes it easy to assign multiple agents to their respective departments, such as Sales, Customer Service, and Tech Support.
Tidio Chatbots can be purchased separately from or in addition to the Live Chat function. It’s a powerful tool that makes it easy to build custom chatbots.
Tidio features a drag-and-drop chatbot editor to build your own chatbot workflow to address any issues or concerns.
If building an entire chatbot from scratch intimidates you, don’t worry. There are over 35 templates to help you get started. You can use them as is or customize them to meet your needs. There are many basic chatbot templates for things like:
- Cart Booster – Offer a discount on orders
- FAQs for Online Store – answer most frequently asked questions 24/7
- Lead Magnet/Subscribe Form
- Product Recommendations
- And more.
If you’d rather not use a template, you can create your own buildable chatbot workflows from scratch. The system is intuitive and builds out the chatbot with a flowchart style, so you can easily see what happens as a result of each action.
Tidio has various plans, and you can scale as your business grows.
With this free, no-credit-card-required account, you can sample what Tidio offers until you’re ready to upgrade to a paid plan.
- Chat with up to 50 unique visitors per month
- Chatbot conversations with up to 100 unique visitors every month
- Email support
- Ticketing system
- Desktop and mobile apps
- 3rd party app integration
- Visitor information
Priced at $19/month/operator, this plan includes the following:
- Unlimited live chat conversations
- Up to five live chat operators
- Email support and live chat support 24/5
- All the free features, plus:
- Team departments
- Native Shopify integration
- Live Typing (see what users are saying as they type it)
- Live visitors list
- Viewed pages
This plan can be added to other plans or used as a standalone plan. It includes:
All the free features, plus:
- Chatbot conversations with up to 40,000 users
- 35+ chatbot templates
- Visual chatbot editor
- Zapier integration
Tidio+ Starts at $289/month
This plan includes the following:
- All the free features, plus:
- Unlimited number of live chat conversations
- Custom number of chatbot engagements
- 24/7 emergency phone support
- Tidio AI response bots
- Multisite support
- Email marketing
- Custom integrations
- Dedicated customer success manager
- Dedicated implementation specialist
- Chatbot building assistance
- Account reviews
- Training sessions
Annual plans get two months free.
Tidio comes with various integrations to make your processes and workflows easier. Integrations include:
- WordPress and WooCommerce
- Adobe Commerce
- and many more.
Internally, it integrates with platforms like:
- Facebook Messenger
- Google Analytics
These integrations allow you to collect data about your live chat and chatbot performance, add new subscribers from the pre-chat survey to your mailing list, personalize communication with chat leads, and more.
Ease of Use
The Tidio platform is a codeless tool, making it incredibly easy to use. You can install the chat widget on your website in a few minutes, and you don’t have to be a tech wizard.
When you create an account, you’re walked through the setup process step-by-step. You can easily integrate Tidio with your chosen platform and add Facebook Messenger and Instagram as channels or set up your customer support ticketing system.
Is Tidio Right for Your Ecommerce Store?
For most ecommerce business owners, Tidio is an affordable way to add live chats and cat bots to their online store. Though the free plan is limited, $19 for a single support agent is a price point many businesses can afford.
Since Tidio integrates with most of the popular ecommerce platforms on the market today, chances are you’re using a system it works with.
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If you are or have ever been a Tidio customer, we’d love to hear more about your experience as a customer. Your feedback helps our readers decide if Tidio is worth the investment.