Tidio Review: Improve Customer Satisfaction with Its New AI Chatbot

As someone who helps small businesses and ecommerce businesses grow, I am always looking for ways to help improve your customer service. 

And that’s exactly where Tidio comes in.

One look at their website, and you’ll know that it is very promising.

But is Tidio the right fit for your business? 

This detailed review post of Tidio will help you decide. In this Tidio chat review, I talk about Tidio’s user interface, live chat features, and new AI chatbot – Lyro. Read it till the end to figure out the pros and cons of this conversational customer service platform.

What is Tidio?

Tidio is a customer service software solution that helps you communicate with your website visitors in real time. It can help you increase sales, user engagement, and customer satisfaction.

With Tidio’s conversational AI, live chat, and helpdesk, you can provide excellent customer service and support to your customers.

This brings us to the question: Who should use Tidio?

Any business that wants to reduce the number of customer service issues, increase sales, and improve customer satisfaction should use Tidio.

I tested the platform and it does have amazing features related to:

• Live chat
• AI chatbot 一 Lyro
• Helpdesk
• Multichannel communication
• Customer service team performance analytics
• And more

In this Tidio chat review, I will try to cover all aspects of this customer service platform well.

What Are the Pros and Cons of the Tidio App?

I know a lot of you want an overview of what’s awesome and what’s not so great about the platform. So, I came up with a few key points that I think are important to consider when deciding if Tidio is right for you.

Pros

• It's very user-friendly and easy to set up.
• Tidio offers a free trial so you can try it out before committing to a paid plan.
• It offers 50 free Lyro conversations. The AI can answer multiple questions during a customer interaction and those would be counted as 1 conversation credit.
• It is compatible with multiple operating systems 一 Windows, Linux, mac. You can also use its web version.
• It is mobile-friendly.
• Tidio offers multiple customization options.

Cons

• Tidio can be a bit pricey for some people. Though it offers a free plan, its premium plans start from $29/month.
• With Tidio’s free plan, you only get email support.

Tidio: Reviewing Its Pricing Plans, Fee, and Payments

Tidio has a few different pricing options, all of which are very affordable.

The most basic plan is absolutely Free and includes all of the essential features you need to get started with live chat and Lyro conversations.

If you need more features, like analytics and chatbot templates, then you can upgrade to one of the higher-priced plans. The best part is that you don’t need a credit card to try their premium plans.

Plus, a 7-day free trial is available so that you can get an idea of what the platform offers before you decide to subscribe to the paid plans.

Here is a quick overview of all the pricing options available for Tidio:

• Free plan: $0/month
  • This plan is great for freelancers or micro-companies who want basic functionality.
  • You get 50 free Lyro conversations and 100 chatbot triggers with this plan.
  • Support only over email with this plan.
• Starter plan: $29/month
  • You get 100 live chat conversations and 500 chatbot triggers with this plan.
• Communicator plan: $25/month per seat
  • This plan is great for small companies or ecommerce businesses who want Shopify integration, unlimited conversations with the live chat feature, and customer team performance analytics.
• Chatbots plan: $29/month
  • This plan is great for businesses that want access to a visual chatbot editor, readymade chatbot templates, and the option to add 2K-40K chatbot triggers.
• Lyro addon: Starting from $39/month
• Tidio+ plan: Starting from $394/month
  • This plan is perfect for large-cap businesses or enterprises that need multi-website support, email marketing, and custom integrations.
  • With this plan, you get chatbot-building assistance and a dedicated customer success manager.

Special note: You can start a free trial and get 20% off for any subscription plan on Tidio with the coupon code, “SHANEBARKER.”

Tidio Live Chat and AI Chatbot Features

In this section, I will cover all the main features of Tidio live chat and chatbot, and discuss its user interface, integrations, and customer support based on my personal testing of the platform.

I want to give you a comprehensive overview of the tool so that you can understand what Tidio is all about.

For this Tidio chat review, I set up a free trial account. Since it’s a fresh account, you’ll see 0 leads and no analytics. But you’ll get a good idea about what Tidio has to offer in this review post. 

User Interface

Tidio has a clean, modern interface that's very user-friendly. 

When you sign up for a free account, Tidio asks you to enter some basic information – your name, email address, and company details. 

In the next step, they recommend the best chatbots based on your industry. You can even customize the message that you want to send your visitors.

In the last step for setup, you can even choose to install the Tidio code on your website.

It’s a quick and easy setup – won’t take you more than five minutes.

After you sign up for Tidio, you are taken to a neat dashboard. The dashboard is divided into tabs for different areas of the app, and you can easily switch between them.

As you can see in the screenshot below, it shows you your acquired leads, monthly chatbot limit, and number of visitors on your page.

Apart from the dashboard, the black panel on the left has five other options: Inbox, Chatbots, Vistors, Contacts, and Analytics.  

Visitors Tab

Whenever a visitor sends you a message, you’ll be notified in the Visitor’s Tab in the Unassigned section.

Here, you’ll see a uniquely generated visitor ID along with their email address and their name. 

Next to the name of the visitor, Tidio shows the name of the operator handling that particular conversation.

If it doesn’t appear, that means no one is handling that conversation. It’s your cue to assign someone to handle it or do it yourself!

You’ll also see a flag that indicates the country that your visitor’s IP address is from. In addition to this, you’ll be able to check the browser and the URL that they are viewing.

Automated Lyro Conversations

Lyro is the first conversational AI chatbot for small and medium businesses. It represents a major leap forward in customer service and will be able to solve up to 70% of customer problems automatically.

You can use Lyro conversations starter pack to offer personalized assistance to your website visitors.

Here are the key points you need to know about Lyro:

• This new conversational AI chatbot from Tidio learns from your FAQs within seconds and formulates complex answers to solve your customers’ problems.
• The AI stays within the boundaries of your knowledge base and you can update its information at any time.
• Lyro is easy to implement and doesn’t require training.
• You can use a playground environment to see how Lyro will respond to your customer questions and adapt your FAQs accordingly.
• You can activate the AI in under 3 minutes.
• It supports your customers 24/7.
• You and your audience can try this out with 50 free AI-driven conversations. Lyro can answer multiple questions during a customer interaction, and it will account for just 1 conversation credit.

Chatbot Elements

If you want to see the chatbot elements that Tidio offers, you can click on the “Chatbot option” from the black panel on the left. 

The platform offers templates of four different types: Strategies, Increase Sales, Generate Leads, and Solve Problems.

Let’s see what each of these categories has to offer. Let’s start with “Strategies.”

As you can see there are three templates each to increase sales and solve problems. What I like about these templates is that each one is designed to help you achieve a specific goal.

Increase Sales

This option has twelve different templates. Whether you are an ecommerce owner looking to show a new discount to your visitors or provide product recommendations, there is a template for you.

Generate Leads

For lead generation, Tidio has templates through which you can send the latest news updates or collect user information via subscriber forms. 

What’s surprising is that they have a special bot for real estate websites. Using this bot, you can create qualified leads and prepare a personalized offer specifically for your customers.

Solve Problems

If you want to answer customer FAQs, then this category of chatbot templates from Tidio is for you. It has special templates for restaurants and online stores.

You can also use Tidio’s AI chatbot, Lyro to solve a majority of your customer problems. It will pick info from your FAQs to answer queries in less than 15 seconds.

If you don’t find any chatbot template that suits your needs from the list above, you can also create chatbots from scratch.

You can click on any of the three categories under the “My Chatbots” option and select the “Create from Scratch” option. Let’s see the “Generate Leads” option.

Next, you can choose how your visitors can engage with your bots. From the given options, I am selecting the first one – “First visit on site.”

This takes us to the drag-and-drop chatbot builder wherein you can see three main columns: Actions, Triggers, and Conditions.

These are all categories of nodes – which are considered building blocks of chatbots. When connected in a logical manner, they program the chatbot to take action at a particular time. 

Check out the screenshot below to understand what Actions, Triggers, and Conditions are all about.

By using different permutations and combinations of these, you can create a fully functional chatbot in this drag-and-drop chatbot builder. 

A complete Tidio chatbot design will look something like this:

While it does have great customization options, keep in mind that you can’t send videos, audio, or attachments through the Tidio chatbot.

Users

What if you want to take a look at all the users who have interacted with your Tidio chatbot? From your dashboard, you can click on “Go to Contact List.”

When you do that, you should see a list of all users. Since I don’t have any yet, this section is empty. 

But you can there is an option to export the data or even delete specific contacts. You can even add filters based on location, campaign status, channel, and other parameters. 

This is a great way to create a list of contacts for targeted campaigns.

Messages

With Tidio, you can’t send broadcast messages or sequences. However, you can use conditions in your bot flow to tailor your messages to specific audiences. 

What’s more, Tidio has multi-language settings. So, you can create chatbots in different languages, including Danish, Dutch, German, French, Russian, Portuguese, Italian, and others.

To use a different chatbot language, you can follow this path: Settings > Translations > Select Language

AI & NLP

For absolute beginners in the chatbot industry, here is some context:

Natural language processing is one of the types of artificial intelligence that attempts to recognize and comprehend natural language spoken by people on a daily basis. 

With NLP, chatbots can answer inquiries submitted in reply to phrases entered by users.

Without NLP, chatbots have to rely only on pre-made decision flow charts. It may not provide accurate information. So, obviously, you want a good chatbot that provides reliable information. 

How can you add an NLP trigger to your Tidio bot?

For this, you can use the “Visitor says” node.

Once you add this node to your chatbot flow, you can add the appropriate conversation language and topic. If you don’t find the relevant topic listed, you can opt for “Custom.”

Lastly, you can add trigger words and phrases that trigger this bot. If you want this trigger to work efficiently, you should add as many phrases as possible.

The more you feed their NLP engine, the better the chance of getting the required response.

Multi-Channel Communications

By now, you already know that Tidio enables you to add bots to your website. But that’s not all. It also has Instagram and Facebook Messenger integration. So, you can create chatbots for these social media platforms as well. 

This means you can directly send product integration to FB Messenger or IG users’ DMs.

Tidio Integrations

Tidio integrates with some of the best tools out there, including:

• Shopify
• WordPress
• Squarespace
• Magento
• Wix
• BigCommerce
• WooCommerce
• PrestaShop
• Joomla
• Google Analytics
• Mailchimp
• And others

Marketing

As I discussed in the previous section, you can use Tidio for Instagram marketing and Facebook marketing. With chatbots on these two platforms, you can boost your leads and get more conversions.

Analytics

The analytics feature is only available in the higher-tier plans for Tidio. 

The platform provides insights into the following:

• The total number of conversations
• Conversation trends
• Busiest hours
• Response time 
• Satisfaction ratings
• Customer team operator’s performance

I like how easy it is to check the number of conversations on a daily or monthly basis. Here is a sample graph for daily conversations on Tidio:

If you want a more detailed conversation report, Tidio also provides an hour-to-hour breakdown. 

In this Tidio review, this feature gets extra brownie points because you can use it to plan your operator’s schedule once you see a specific pattern emerge.

And if you want to keep a tab on user experience, you can take a quick look at the response time. It tells you how long a customer has to wait before they receive a reply from an operator.

If you give users the option to provide ratings after their interactions, you can also check the Satisfaction Ratings.

If you find that there are a lot of negative ratings, you can check each of these conversations to see what went wrong. 

Alternatively, you can check positive ratings to see what your visitors are happy with. 

In addition to this, you can get an analysis of each operator’s performance based on the response rate and satisfaction ratings on Tidio. 

Ecommerce

For ecommerce businesses, Tidio provides integrations with Shopify, WooCommerce, BigCommerce, and PrestaShop.

Tidio also offers specific chatbot templates that can help you upsell products or services and reduce cart abandonment.

Chatbot Templates and Cloning

As we discussed in the previous sections, Tidio has over 25 chatbot templates that make it easy for users to create bots in minutes. Even if you are creating a chatbot from scratch, it is possible to duplicate chatbot elements on Tidio for quicker creation of new chatbots.

Chatbot Performance Optimization

If you want to optimize your chatbot performance, A/B testing is the way to go. At a quick glance, it might seem like Tidio doesn’t offer this feature. However, there is an option that enables you to do it.

You can set up A/B testing on your Tidio chatbots with the “Randomize” node.

When you use this node before a message, half users will get response A while the other half will get response B. 

By comparing the click-through rate, you can optimize your chatbot.

Tidio Support

Tidio’s customer support team is available 24/5. You can reach them via the following channels:

• Tidio panel
• Tidio homepage live chat support
• Email at [email protected]

There is no phone support available but they are pretty quick to respond via the live widget. If you email them, you can expect a response within 24 hours on weekdays.

Tidio vs. Zendesk: Which Customer Service Platform is Better?

If you're researching live chat software for your business, chances are you've come across both Tidio and Zendesk. Both are great options with their own unique features, but which one is the best for your needs?

To help you decide, let's take a look at Tidio vs Zendesk.

Tidio Overview

We have already discussed that Tidio’s live chat and new AI chatbot allow you to communicate with your website visitors in real time. It's easy to use and set up, and it has a number of features that make it a great option for businesses of all sizes.

Small businesses that are on a tight budget can really benefit from their Free plan. You can leverage multiple chatbot templates with different use cases to start the conversations. Or, you can also let their new AI chatbot 一 Lyro send the initial responses.

According to stats provided by Tidio, Lyro responds to queries faster than a human can, and it only forwards 30% of questions to human agents.

Also, Tidio’s advanced paid plans have ecommerce integrations with Shopify, BigCommerce, and WooCommerce, making it a great option for ecommerce businesses.

Using this platform, you can focus on getting leads from Instagram and Facebook as well.

And the best part?

You can now get 20% off on all of their paid plans by signing up with my link.

Zendesk Overview

On the other hand, Zendesk is a live chat tool with rich functionality. But all of it comes with a hefty price tag. This Tidio chat alternative does not have a free plan but their paid plans start from $55 per agent per month. 

While they have limited features for ecommerce businesses, they provide a ton of integrations with the top business apps. 

Using their platform, you can get leads from WhatsApp, WeChat, LINE, Facebook Messenger, and other platforms. 

So, which one is better: Tidio or Zendesk?

It depends on your budget and needs. For bigger businesses that have a huge budget and need advanced features, Zendesk is the way to go. Otherwise, you should consider using a Zendesk alternative.

For freelancers and small to mid-sized businesses, Tidio offers more value for money. Even for larger enterprises, Tidio can help build reliable chatbots and provide great live chat customer service.

Tidio’s new conversational AI chatbot 一 Lyro is a huge advantage as well. It can help you attend multiple customer queries even during peak seasons, without extra hiring.

Tidio Chat Review: What’s the Final Verdict?

Overall, I am extremely happy with Tidio. The interface is clean and user-friendly, the features are robust and cover all my needs, and the customer service has been responsive and helpful. I hope that this Tidio chat review was helpful in understanding what the tool has to offer. 

I think it's a great choice for small businesses and entrepreneurs who are looking for an affordable, all-in-one solution to help them communicate with their customers.

Their new AI chatbot allows you to handle peak-season customer questions without hiring more people in the customer service team.

If you have any questions based on this Tidio chat review, please feel free to mention them in the comments section. I’ll be happy to answer them for you. 

P.S. You can start a free trial and get 20% off for any subscription plan on Tidio with the coupon code, “SHANEBARKER.”

FAQs