AI chatbots have a ton to offer: they learn fast, work 24/7, can engage in multiple conversations at once, and take on repetitive work so your employees can focus on more important tasks. And that’s key, really. AI chatbots aren’t meant to be a replacement for humans. Rather, they’re at their best when used as a complement to your full-time employees.
Combining human support with AI customer assistance is a winning combination. And that’s exactly what Tidio brings to the AI-generated table. It delivers the tools to combine AI and human services, like chatbots and live chat, creating a one-of-a-kind solution for your customer service needs.
Who Tidio Is For
Tidio is the ideal customer service and sales solution for small to medium-sized ecommerce businesses looking to build stronger customer relationships and boost revenue through live chat and AI-powered tools.
With features like the AI Lyro chatbot and intelligent lead routing, Tidio makes it easy for online retailers, SaaS companies, agencies, and other web-based businesses to engage visitors and provide personalized support.
For ecommerce sites, Tidio gives you real-time tools to interact with shoppers, offer assistance, provide discounts, and generate more sales. It’s a frictionless way to increase average order value. Tidio works with all the major ecommerce platforms to embed live chat and chatbots at each stage of the buyer journey.
If you have a content site, blog, or lead generation funnel, Tidio enables you to connect with visitors, improve user experience, field questions, and capture subscriber details as they consume content.
With social media integrations, Tidio can be leveraged to qualify leads and initialize conversations as people interact with your brand pages. This provides a smooth transition from platforms like Facebook to your website.
For larger enterprises with complex workflows or advanced customization needs, more robust solutions may be required. But for most small and medium online businesses, Tidio provides an affordable and user-friendly way to optimize customer experience through AI-powered live chat, bots, and multi-channel messaging.
Tidio offers a range of products and pricing plans to meet the needs of different types of online businesses. All of Tidio’s plans come with a full-featured seven-day trial to test out its services in depth.
The platform offers up to 500 free email sends for your email marketing. For all Tidio plans, you have the option to increase your email sends past the free 500: 501-2,500 for $10 per month, 2,501-5,000 for $19 per month, 5,001-1,000 for $39 per month, and 10,001-20,000 for an extra $79 per month on top of your plan total.
To start using Lyro AI, Tidio gives you the first 50 conversations for free. After that, the chatbot is available as an add-on starting at $39 monthly for 50 conversations, scaling up to 200 conversations if needed. It adds human-like conversational interactions powered by AI to handle common inquiries, qualifying leads 24/7. This can be seamlessly incorporated into any of the above plans to augment chat and bot capabilities.
For very small or brand new online businesses, Tidio provides an extremely generous free forever plan.
Here’s what it includes:
- Three agent seats
- 50 unique live chat conversations per month
- 100 chatbot triggers
- Over 35 chatbot templates
- Unlimited ticketing
- Integrations with channels like email, Facebook Messenger, and Instagram.
While it is limited, we really appreciated this option—it enables testing and getting started with Tidio’s solutions without any financial commitment. The features are ample for fledgling sites to begin leveraging Tidio’s tools to engage visitors and customers.
From the free version, the next step up is the Starter plan priced at $29 per month. It retains the three agent seats but doubles the included live chat conversations to 100 per month and increases the chatbot triggers. Other key features include multi-channel integrations, visitor tracking, and 24/5 live support. The expanded capacities make this plan ideal for small ecommerce merchants, lead generation sites, and other established online businesses with modest customer interaction volumes.
For mid-sized ecommerce companies running sites through platforms like Shopify and WooCommerce, the Communicator plan unlocks more advanced capabilities to increase sales conversions. Priced on a per seat basis starting at $25 per month for up to five seats, it includes unlimited live chat conversations and access to Native Shopify Actions. This allows agents to view shopper carts in real-time and offer personalized discounts or recommendations based on items customers are considering purchasing. With more focus on driving order value, the Communicator plan is purpose-built for retail sites ready to have more in-depth selling conversations via chat.
On the bot side, pricing for the Chatbots plan scales upwards based on the number of chatbot triggers needed. Companies can choose capacities between 2,000 and 40,000 triggers, with monthly costs rising accordingly from $29 up to $139. Large enterprises dependent on extremely advanced bots to qualify leads, answer questions, route customers, and drive automation can purchase the required trigger volume suitable for their needs.
For greater customization, Tidio+ offers fully tailored plans with pricing starting at $349 per month. This premium plan adds features like dedicated customer success managers, account reviews, live training, and customized usage limits across conversations, bots, and other dimensions. Larger businesses requiring extensive modifications can work directly with Tidio to craft an enterprise-grade solution.
Tidio plans provide flexibility around features like conversations, triggers, integrations, agent seats. This allows you to select the best plan for your business based on traffic volumes, automation goals, and platform requirements.
Pros and Cons of Tidio
From the AI chatbot that learns on its own to the drag-and-drop visual chatbot-flow builder, Tidio is incredibly easy to use. Strategically setting up different chatbot automations with specific triggers, conditions, and actions does take time and effort to get going. But once it’s set up, the platform does the rest of the work for you. If you run a website or own an ecommerce business, the pros massively outweigh the cons.
- Easy setup and intuitive UI/UX: Tidio is quick and simple to implement on your site. The interface is modern, clean, and user-friendly for both agents and customers.
- AI features and Lyro AI chatbot: Tidio incorporates AI across the platform, like with lead scoring and routing. Lyro adds a human-like conversational bot to handle common inquiries automatically.
- Visual chat-flow builder: Creating chatbots is easy with the graphical, no-code flow builder. You just drag and drop nodes to automate conversations.
- Pre-designed chatbot templates: Choose from over 35 templated bots for common use cases like lead gen, surveys, and FAQs to accelerate creation.
- Dozens of customizable nodes for building chatbots: Extensive node types like if-then logic, variables, and connect-to-human allow for advanced customization.
- Smart views, live visitors list, live typing: Tools like smart views classify incoming chats by topic for faster response. Live visitor tracking and typing insight provide agents with real-time information that personalizes customer interactions.
- Email marketing and templates: Create personalized campaigns using Tidio’s drag-and-drop email builder and professionally designed email templates.
- Powerful integrations: Tidio connects natively with key platforms like Facebook, Instagram, Shopify, WordPress, and email to extend reach and unify experiences.
- In-depth tracking and analytics: Robust reports provide insight into agent performance, conversation metrics, lead scores, and more to guide optimization.
- A generous free plan: Tidio offers a capable free version with three seats, 50 chats, and 100 triggers to test capabilities.
- Learning curve: Tidio has a lot of features so there is a bit of a ramp-up to leverage it fully. Plan for time to train staff on its capabilities.
- Takes time to set up chat flows: While intuitive, designing advanced chatbots takes significant effort. Expect a process to build, test, and refine automations.
- Chatbots are not dynamically humanlike in conversation: The AI cannot maintain completely natural open-ended dialogue like a person. Responses are based on pre-defined logic.
- No A/B testing: Tidio currently lacks built-in A/B testing to optimize chat and email campaigns. You can split test via separate tools.
- Focused on marketing and sales: Tidio is optimized heavily around lead gen, conversions, and customer engagement. It’s less suited for in-depth technical support.
Tidio Review: The Details
Where you’re using Tidio’s AI tools or its live chat features, the platform can streamline and improve your business’s customer service across the board. Its Lyro AI tool is an impressive AI chatbot, and its live chat capabilities allow you to talk to customers in real time, helping you build relationships, answer questions, and even offer discounts while they shop. It also has a built-in email marketing solution so you can run your marketing campaigns all in one place.
Seamless setup and integration process
Based on our hands-on experience setting up and using Tidio, the implementation and integration process is seamless and takes just minutes to get started.
After signing up for an account, we installed the Tidio plugin on our WordPress site in under five minutes. It was a quick and painless process requiring just a few clicks.
Once in the Tidio dashboard, the interface is clean and intuitive with an easy-to-follow sidebar menu. It provides a handy checklist guiding you through essential steps like adding the chat widget code, enabling AI features, and connecting your social channels. This checklist simplifies initial configuration.
Building chatbots and chatflows in Tidio was actually fun thanks to the well-designed and visually intuitive builder. And integrating Tidio with our ecommerce platform, WooCommerce, was similarly straightforward requiring just a few settings adjustments.
Additionally, Tidio gives you ample design options to customize the appearance of chat widgets so they match your brand. Colors, themes, sizes, and placements can all be adjusted as needed for seamless integration on your site.
Whether implementing the chat widget, designing automations, or integrating with your tech stack, Tidio makes getting up and running incredibly quick and painless. The guided checklist, visually intuitive tools, and ample customization deliver a smooth onboarding experience.
Templates and the visual chatbot editor
Based on testing out Tidio’s chatbot capabilities, the platform makes bot creation and customization easy through both templates and a visual drag-and-drop flow builder.
To accelerate getting started, Tidio provides over 35 pre-built chatbot templates for common use cases. We quickly set up automations for lead gen, surveys, and FAQs using these templates as a starting point.
But the visual chatbot editor is where Tidio really shines for advanced customization. You can visually build your own flows by dragging triggers, conditional logic, actions, and more into place. The intuitive editor comes loaded with dozens of pre-configured options to incorporate into your unique chat sequences.
During testing, we enjoyed leveraging the visual builder to create ecommerce bots from scratch. You can set up greetings for new and returning visitors, product recommendations, and even automatic discounts based on cart contents or browsing behavior.
Tidio also equips you to easily build in canned responses where appropriate within bots and live chats. This saves you time by addressing common questions and issues using predefined messages.
Tidio has integrated artificial intelligence capabilities throughout its platform in order to streamline and optimize the customer service experience. Unlike other tools that just incorporate basic bots, Tidio leverages machine learning and natural language processing in advanced ways to automate conversations, understand customers, assist representatives, and continually improve performance.
For starters, Tidio’s conversational bots become smarter over time by learning from real customer interactions to deliver better, more contextual answers tailored to each user’s unique communication style and behavior patterns. The bots analyze past conversations to determine what responses resonate best with each individual.
Tidio also simplifies the agent experience through AI-powered features like Smart Views. This automatically detects the intent of incoming customer conversations and sorts them by topic so representatives can see at a glance what each chat is about before responding. It removes the guesswork to enable faster, more informed responses.
Additionally, tools like the FAQ Wizard use natural language processing to determine what customers typically have questions about or inquire on. It analyzes question patterns and suggests relevant pre-built FAQ chat sequences to automatically handle those common inquiries. This automates frequently asked questions to free up human agents.
When agents do respond directly, Tidio’s Reply Assistant feature leverages AI to refine grammar, spelling, and wording in real-time before sending messages, ensuring communications retain a professional, polished tone even when representatives need to respond quickly.
During our testing, Tidio’s Lyro AI chatbot proved impressive in its ability to handle customer questions automatically. Lyro leverages machine learning to manage up to 70% of common inquiries on its own.
You can feed Lyro existing FAQ content or common questions from your business to quickly build up its knowledge base. It analyzes these to learn effective responses without any major training required. Even without existing content, Lyro picks up on patterns rapidly as customers chat with it.
We found Lyro able to respond to most questions accurately without needing human help during conversations. While not flawless, its natural language processing was sufficiently intuitive to address the majority of basic to moderately complex issues. When it could not directly answer a question, Lyro smoothly handed off the chat to a human representative.
Key to Lyro’s capabilities is that it continually improves through real customer interactions. You can update its knowledge base on the fly through a playground environment to refine performance. And it remembers context from past chats while maintaining individualized conversations with multiple customers simultaneously.
Lyro makes 24/7 automated customer support feasible by leveraging AI to learn responses, handle most common questions independently, and integrate human agents only when needed. With the ability to manage 70% of inquiries, Lyro prevents bottlenecks and delivers quick, satisfying resolutions.
Tidio’s live chat capabilities provide a wealth of options for real-time engagement between customers and agents. You can interact with visitors at any point in their journey on your site. Tidio even enables tracking customers in real time to see exactly which pages they are browsing. This allows for highly personalized interactions—like offering special discounts based on products the customer is currently viewing.
When a chat begins, agents can request visitor email addresses upfront to easily collect more leads and grow your marketing database. Custom fields and tags can also be defined to segment chats for future campaigns and promotions.
A standout feature is the live typing preview that shows what a customer types before sending their message. This visibility allows agents to shave precious seconds off response times.
To streamline workflows, live chats can be converted to tickets and assigned to specific team members best suited to handle the issue or question. Agents can add internal notes for context and follow-up on the tickets within Tidio.
You can even turn live chat into a specialized help desk by creating departments for different topics, products or regions, so you can be sure that conversations are routed to representatives with the ideal expertise.
Tidio gives businesses diverse capabilities to connect with customers in real-time, track engagement, convert interactions to leads, optimize routing, and provide highly tailored support during the browsing experience.
Tidio impresses when it comes to multichannel integration, especially with popular platforms like Facebook and Instagram. Through one-click integration with Facebook and Instagram messaging, you can consolidate all conversations and DMs from the social platforms directly into your Tidio dashboard for simplified management.
But the integration goes beyond just aggregation—you can also build highly customized chatbots for Facebook and Instagram to automate responses to common questions at scale. The bots can even take orders or capture lead details right within social messaging.
For email, Tidio integrates directly with top providers like Klaviyo, Omnisend, Mailchimp and ActiveCampaign, bringing all email conversations into the same dashboard alongside messaging and live chats for true omnichannel support.
Once Tidio is connected to your ecommerce platform, you can handle orders directly within the interface. Agents can refund, cancel, modify or adjust order details like quantities all without needing to log into the separate store backend.
Built-in email marketing
Tidio provides a strong email marketing automation system to create personalized and engaging email campaigns, it lets you send up to 500 emails for free with every plan.
It includes hundreds of professionally designed email templates covering common scenarios like promotions, newsletters, holiday offers, and more. You can easily customize the templates or build emails from scratch using the intuitive drag-and-drop editor.
For each campaign, Tidio provides a customized sender domain to keep emails personalized to your brand. Alternatively, you can configure your own custom domain for sending.
The email builder makes light work of crafting promotional emails tailored to new customers, existing subscribers, or lapsed contacts looking to re-engage them. Personalization helps build loyalty and brand affinity.
Tidio simplifies creating automated workflows and drips for scenarios like post-purchase follow-ups, cart abandonment, re-engaging inactive contacts, and more. Workflows can be triggered based on specific customer actions.
You have a ton of flexibility to tailor offers, segment contacts, time deliveries, and customize every aspect of your email campaigns. At the same time, easy-to-use templates accelerate setup for common use cases.
Data and analytics
Tidio provides analytics and reporting to extract actionable insights across your customer service and marketing initiatives. The data dashboards offer visibility into agent performance—conversation metrics, average response times, workload capacity, and more. All of this complex data intelligence helps optimize staffing, improve service quality, and identify coaching opportunities.
Chatbot analytics reveal usage patterns and customer satisfaction with different conversational flows. You can see which nodes drive the most value and double down on what’s working.
By tracking dates, times, and traffic sources, you can ensure adequate bot and human coverage during peak engagement periods.
For email campaign reporting, it covers all key metrics—open rates, click-through rates, link performance, unsubscribe rate, and more. You can view results by segment and channel to refine messaging and lists.
Tidio goes beyond basic metrics to provide actionable intelligence across every customer touchpoint. The dashboards and drill-down capabilities empower informed decisions to refine automation, agent performance, and campaign results.