Tidio Review (2024): Free Chatbots and More in This User-Friendly Tool

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class="review-header__tt-logo"> <span class="sr-only">Tooltester</span> <svg class="icon icon-logo"><use xlink:href="#logo"></use></svg> </a> </div> <div class="review-header__logo"> <a href="https://www.tooltester.com/out/tidio"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-logo.png" loading="lazy" alt="Tidio logo"> </a> </div> <div class="review-header__cta"> <a href="https://www.tooltester.com/out/tidio" target="_blank" class="btn btn--quaternary btn--full u-mt0 u-mb0">Try for free</a> </div> <div class="review-header__score"> <span class="review-header__score-label">Rating:</span> <div class="rating-circle rating-circle--large rating-circle--white" style="background: conic-gradient(rgb(26, 28, 33) 84%, rgba(230,230,230) 0 100%)"> <span>4.2</span> </div> </div> <div class="review-header__summary"> <div class="review-header__summary-item"> <a href="#pros-cons" class="review-header__pro-con-anchor"> <p class="review-header__summary-title">The Best</p> <ul class="checklist"> <li>Easy to use</li> <li>Chatbots galore</li> </ul> </a> </div> <div class="review-header__summary-item"> <a href="#pros-cons" class="review-header__pro-con-anchor"> <p class="review-header__summary-title">The Worst</p> <ul class="checklist checklist--cons"> <li>Slightly confusing pricing structure</li> <li>Tidio branding on chat widget</li> </ul> </a> </div> </div> </header> </div> <div class="container content-wrap"> <aside class="sidebar review-sidebar-nav"> <div class="sidebar__mobile"> <button class="sidebar__btn" data-toggle="#toc" data-toggle-class="is-active" data-toggle-body-class="toc-open" aria-label="Toggle search" aria-expanded="false" aria-controls="global-search"> Table of contents <svg class="icon icon-chevron-down"><use xlink:href="#chevron-down"></use></svg> </button> <a href="https://www.tooltester.com/out/tidio" target="_blank" class="btn btn--quaternary btn--small">Try for free</a> </div> <div class="sidebar__header"> <a href="#reader-comments" class="sidebar__comments"><span class="disqus-comment-count" data-disqus-identifier="102613 https://www.tooltester.com/?page_id=102613"></span> comments</a> </div> <ul class="toc" id="toc"> <li class="toc__item"><a href="#overview" class="toc__link">Overview</a></li> <li class="toc__item"><a href="#screenshots" class="toc__link">Screenshots</a></li> <li class="toc__item"><a href="#pricing" class="toc__link">Pricing</a></li> <li class="toc__item"><a href="#pros-cons" class="toc__link">Pros/cons</a></li> <li class="toc__item"><a href="#rating" class="toc__link">Rating details</a></li> <li class="toc__item"><a href="#conclusion" class="toc__link">Conclusion</a></li> <li class="toc__item"><a href="#alternatives" class="toc__link">Alternatives</a></li> <li class="toc__item"><a href="#reader-comments" class="toc__link">Comments</a></li> </ul> </aside> <article class="content"> <div class="review-section-header"> <h1 class="review-section-header__title">Tidio Review 2024 <span>Live Chat of the Future?</span></h1> <div class="review-section-header__meta"> <span class="review-section-header__date">Last updated: <time datetime="2024-03-08">Mar 8, 2024</time></span> <a href="#updates" class="review-section-header__link">See Updates</a> </div> </div> <div class="author-panel"> <div class="author-panel__content"> <p>This article has been written and researched by our expert tooltesters through a precise methodology. <a href="https://www.tooltester.com/en/tooltester-methodology/">Learn more about our methodology <svg class="icon icon-arrow-right"><use xlink:href="#arrow-right"></use></svg></a></p> </div> <div class="author-panel__group"> <div class="author-card"> <div class="author-card__media"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/INKA-1-160x160.jpg" alt="Inka Wibowo" class="user-avatar"> </div> <div class="author-card__text"> <p class="author-card__author"><a href="https://www.tooltester.com/en/blog/author/inka/">Inka Wibowo</a> <span class="author-checkmark" data-tippy-content="<strong>Inka</strong><br>Content Manager<br>BBus (Marketing), Griffith University<br>At Tooltester since 2018<br>54 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p> <p class="author-card__role">Author</p> </div> </div> <div class="author-card"> <div class="author-card__media"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/ROBERT-1-160x160.jpg" alt="Robert Brandl" class="user-avatar"> </div> <div class="author-card__text"> <p class="author-card__author"><a href="https://www.tooltester.com/en/blog/author/robert/">Robert Brandl</a> <span class="author-checkmark" data-tippy-content="<strong>Robert</strong><br>Founder and CEO<br>BA (Hons) Munich University MUAS<br>At Tooltester since 2009<br>128 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></p> <p class="author-card__role">Researcher</p> </div> </div> </div> </div> <section id="overview"> <p><p><img class="wp-image-135133 size-full alignright" src="https://www.tooltester.com/wp-content/uploads/2024/02/TT-Best-Live-Chat-Tool-for-Ease-of-Use-1.png" alt="Best Live Chat ease of use" width="150" height="150" /><strong>We named Tidio our Best Live Chat Tool For Ease of Use for 2024!</strong></p> <p>While many <a href="https://www.tooltester.com/en/best-livechat-software/">live chat tools</a> offer chatbots nowadays, <a href="https://www.tooltester.com/out/tidio" target="_blank" rel="noopener">Tidio</a> stands out in a number of ways. For one thing, <strong>its chatbots are included in all pricing tiers</strong>, including its free plan.</p> <p>In our experience from testing various live chat software, chatbots and automated conversations are usually charged as an add-on (or as <a href="https://www.tooltester.com/en/blog/best-ai-chatbot/">a completely different product altogether</a>).</p> <p>For another, Tidio’s <a href="https://www.tidio.com/chatbots/" target="_blank" rel="noopener">chatbots feature</a> is <em>extremely</em> easy to use. With around 40 templates, and a workflow editor that lets you play around with any combination of triggers and actions, Tidio aims to help customers get the information they need quicker, without the involvement of chat agents.</p> <p>There's also <strong>Lyro</strong>, a new AI-powered chatbot to which you can feed your knowledge base. Simply provide the AI with questions and answers, and it will subsequently use this information to autonomously respond to your visitors' inquiries. If Lyro does not have the answer, it will offer to connect the user to a human operator.</p> <p>Not bad for a company that’s only been around since 2013 (in fact, its team of 180 is around the same size as <a href="https://www.tooltester.com/en/live-chat/livechat-review/">LiveChat’s</a>, which had a decade’s head start). In that time, Tidio has amassed around 23,000 paying customers. It has also caught the attention of investors, <a href="https://techcrunch.com/2022/05/12/tidio-raises-25m-to-automate-customer-service-interactions" target="_blank" rel="noopener">raising $25 million</a> in its most recent funding round.</p> <p>Tidio promises small-to-medium businesses a simple and effective way to communicate with customers - so how well does it deliver? Find out in our Tidio review.</p> </p> </section> <section id="video" class="block block--spacing-small"> <div class="embed-responsive embed-responsive-16by9"> <div class="youtube embed-responsive-item" data-embed="tS-Z_TcofyY"> <div class="play-button"><svg class="icon icon-play"><use xlink:href="#play"></use></svg></div> <div><img loading="lazy" alt="" src="https://img.youtube.com/vi/tS-Z_TcofyY/0.jpg"></div> </div> </div> <p> <a href="https://www.tooltester.com/out/tidio" target="_blank"> Try Tidio for free </a> </p> </section> <section id="screenshots" class="block"> <h2>Screenshots</h2> <div class="swiper gallery-swiper"> <div class="swiper-wrapper"> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-agent-console.png" data-fancybox="gallery" data-caption="Tidio agent console"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-agent-console.png" alt="Tidio agent console" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-customize-appearance.png" data-fancybox="gallery" data-caption="tidio customize appearance"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-customize-appearance.png" alt="tidio customize appearance" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-templates.png" data-fancybox="gallery" data-caption="tidio chatbot templates"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-templates.png" alt="tidio chatbot templates" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-editor.png" data-fancybox="gallery" data-caption="tidio chatbot editor"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-editor.png" alt="tidio chatbot editor" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-quick-responses.png" data-fancybox="gallery" data-caption="tidio quick responses"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-quick-responses.png" alt="tidio quick responses" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-manage-operators.png" data-fancybox="gallery" data-caption="tidio manage operators"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-manage-operators.png" alt="tidio manage operators" loading="lazy" /> </a> </div> <div class="swiper-slide"> <a href="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-integrations.png" data-fancybox="gallery" data-caption="tidio integrations"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-integrations.png" alt="tidio integrations" loading="lazy" /> </a> </div> </div> </div> <div class="swiper gallery-thumbs-swiper"> <div class="swiper-wrapper"> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-agent-console-300x162.png" alt="Tidio agent console" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-customize-appearance-300x162.png" alt="tidio customize appearance" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-templates-300x149.png" alt="tidio chatbot templates" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-editor-300x162.png" alt="tidio chatbot editor" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-quick-responses-300x163.png" alt="tidio quick responses" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-manage-operators-300x164.png" alt="tidio manage operators" loading="lazy" /> </div> <div class="swiper-slide"> <img src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-integrations-300x163.png" alt="tidio integrations" loading="lazy" /> </div> </div> </div> </section> <section id="pricing" class="block"> <h2>Tidio Pricing</h2> <div class="pricing"> <div class="pricing__row"> <div class="pricing__value"> $0 </div> <div class="pricing__description"> <h3 class="pricing__name">Free</h3> For up to 3 chat operators. 50 live chats per month and multilingual widgets included. </div> </div> <div class="pricing__row"> <div class="pricing__value"> $29 </div> <div class="pricing__description"> <h3 class="pricing__name">Starter</h3> 100 live chats per month included. Chat console shows the live visitors list. Includes live visitor list and Tidio live chat support. </div> </div> <div class="pricing__row"> <div class="pricing__value"> $59 </div> <div class="pricing__description"> <h3 class="pricing__name">Growth</h3> Up to 250 conversations per month (price increases if you need more). Includes advanced analytics, permissions, live typing, and canned responses. </div> </div> </div> <p>Pricing for monthly plans shown. Discounts available for yearly subscription.</p> </section> <section id="pros-cons" class="block"> <h2>Pros / Cons of Tidio</h2> <div class="tabs"> <ul class="tabs__nav"> <li class="tabs__switcher is-active" data-tab-index="pros" tabindex="0"> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> Pros </li> <li class="tabs__switcher" data-tab-index="cons" tabindex="0"> <svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> Cons </li> </ul> <div class="tabs__container"> <div class="tabs__content" data-tab-index="pros"> <h3>Pros</h3> <ul class="checklist checklist--dividers"> <li> <div class="checklist__content"> <h4>Easy to use</h4> <p>A clear interface and modern design help to make Tidio one of the most user-friendly live chat tools we’ve tried. Chat agents can even simulate conversations to test out what the user experience is like on the visitors’ end.</p> </div> </li> <li> <div class="checklist__content"> <h4>Chatbots galore</h4> <p>Tidio’s 40 ready-made chatbot templates span three key categories (increasing sales, generating leads, and solving problems), helping agents automate repetitive tasks/conversations. Some are even AI-powered.</p> </div> </li> <li> <div class="checklist__content"> <h4>Free plan</h4> <p>With such sophisticated chatbot functionality, you’d think Tidio would cost an arm and a leg – but the chatbots are actually included in the free plan, which also comes with a generous amount of inclusions.</p> </div> </li> </ul> </div> <div class="tabs__content" data-tab-index="cons" style="display:none;"> <h3>Cons</h3> <ul class="checklist checklist--cons checklist--dividers"> <li> <div class="checklist__content"> <h4>Slightly confusing pricing structure</h4> <p>Recent changes to the pricing plans make them inconsistent in structure. The free plan allows for chatbot-powered conversations with up to 100 unique visitors, rather than an easier-to-digest limit of simply 100 conversations. And the lower-priced Communicator plan is charged per operator, meaning that it actually works out to be more expensive than the Chatbots plan, which includes 3 operators.</p> </div> </li> <li> <div class="checklist__content"> <h4>Few integrations</h4> <p>While the integrations they do have are impressive (especially their Shopify one – we speak about that more below), the range is limited to just a handful of CRMs, email marketing and analytics tools. You can request additional integrations, though.</p> </div> </li> <li> <div class="checklist__content"> <h4>Light in customer service & support features</h4> <p>Although they recently introduced a ticketing feature, this is not yet available to all users. The lack of advanced routing, voice calls and co-browsing features also make it less suited to customer service functions.</p> </div> </li> <li> <div class="checklist__content"> <h4>Tidio branding on chat widget</h4> <p>To remove the “Powered by Tidio” logo from your chat widget, you need to pay $20 per month on top of your subscription.</p> </div> </li> </ul> </div> </div> </div> </section> <section id="rating" class="block"> <h2>Tidio Review Details</h2> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ease of use </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Ease of use rating is 5."></div> </div> <div class="rating-row__description"> <p>We found the dashboard to be well-organized and intuitive to use. The overall design feels a lot more modern than most live chat tools we’ve tested (e.g. <a href="https://www.tooltester.com/en/live-chat/olark-review/">Olark</a>, <a href="https://www.tooltester.com/en/live-chat/purechat-review/">Pure Chat</a>).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Setup <span class="info-tooltip" data-tippy-content="How to add the chat software to your website.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Setup rating is 4.5."></div> </div> <div class="rating-row__description"> <p>Setup is an easy 4-step process, requiring you to paste some Javascript code on your site. Some direct, no-code integrations are also available (e.g. with WordPress and Wix).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Themes and Style Options <span class="info-tooltip" data-tippy-content="Available customization options for the chat bar your customers see.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Themes and Style Options rating is 4."></div> </div> <div class="rating-row__description"> <p>A good amount of options to customize your chat widget, including colors, text, positioning and agent photo. While you can’t switch to a different theme/template, we didn’t really feel the need to as the design of the widget looks great. However, it would be nice to have different options for the chat button icon, although you can add it as a sidebar if you prefer.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Chat Client <span class="info-tooltip" data-tippy-content="Chat client / chat bar your visitors will see.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Chat Client rating is 5."></div> </div> <div class="rating-row__description"> <p>Upon clicking the chat button, visitors can be directed straight to the chat window, a pre-chat survey, or an offline message inviting them to leave their email address. Visitors can send files, use emoji, and rate conversations.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Chat agent console <span class="info-tooltip" data-tippy-content="Backend for chat agents.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Chat agent console rating is 4."></div> </div> <div class="rating-row__description"> <p>The interface is clean and modern, with a search bar to help you quickly find contacts/conversations. We like that you can easily jump from chatting to contacts to sending them an email, all from the same window. You can also access chatbots, Facebook Messenger and Instagram chats from this area.</p> <p>In addition, there’s a detailed, CRM-like view into the contact’s profile, with the ability to add contact fields, tags, and notes. Unfortunately, it doesn’t show whether a visitor got triggered by a chatbot. What I am also missing is a way to automatically set the agent’s status to ‘offline’ when there is no mouse or keyboard input.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Automatic messaging <span class="info-tooltip" data-tippy-content="The proactive chat options and triggers that are available.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 5;" aria-label="Automatic messaging rating is 5."></div> </div> <div class="rating-row__description"> <p>Automated messages can be sent using Tidio’s “chatbots”. These can be set up from a list of around 20 different triggers (visitor returning to site, form abandoned etc). You can use the workflow editor to add conditions and set up subsequent actions (e.g. send a chat message, ask contact to choose from a list of options). This makes it a lot more advanced than the automatic messaging features we’ve seen in other tools.</p> <p>While the editor can be overwhelming, the good news is that you get around 40 templates to help you get started.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Offline mode <span class="info-tooltip" data-tippy-content="Offline options when no agent is around.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4.5;" aria-label="Offline mode rating is 4.5."></div> </div> <div class="rating-row__description"> <p>When agents are offline, visitors can leave their email address and send messages, which get sent as an email notification to the agent after 5 minutes. <a href="https://help.tidio.com/hc/en-us/articles/5422847876380-Offline-Email-Notifications" target="_blank" rel="noopener">Tidio’s justification</a> for the time delay makes sense, but the disadvantage is that you can’t respond straight away and catch the visitor while they’re still likely to be online.</p> <p>You can also set working hours so that agents’ statuses are automatically set to ‘offline’ at a scheduled time.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Shortcuts / canned messages <span class="info-tooltip" data-tippy-content="Use predefined text blocks for standard phrases.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 3;" aria-label="Shortcuts / canned messages rating is 3."></div> </div> <div class="rating-row__description"> <p>Easy enough to add and use. However, you can’t add your own keyboard shortcuts – you can only use them to <a href="https://help.tidio.com/hc/en-us/articles/5444940053276-Quick-Responses" target="_blank" rel="noopener">filter responses</a>. Not the most convenient option for busy chat agents.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Tracking & live analytics <span class="info-tooltip" data-tippy-content="Track your visitor's location and browsing behaviour.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Aside from showing you the number of visitors currently on your site, you’ll also be able to see individuals’ details (email address, location, browser etc). But what we really liked was the ability to be able to view their visit path, i.e. the pages they have browsed on your site (not available on the Free plan).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Multiple languages <span class="info-tooltip" data-tippy-content="Add chat support in different languages.">I<span>nfo popup</span></span> </h3> <div class="stars stars--primary stars--large" style="--rating: 4;" aria-label="Multiple languages rating is 4."></div> </div> <div class="rating-row__description"> <p>You can add widgets in multiple languages, even on the Free plan. Around 20 pre-translated languages are available, but you can add your own translations for pretty much any language you wish. Tidio recognizes the visitor’s browser’s default language and displays the chat in that language.</p> <p>The user dashboard is available in 7 languages.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ticketing system <span class="info-tooltip" data-tippy-content="Does it have its own help desk solution or will you have to use something external?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>A simple but adequate ticketing system is available, allowing you to convert both emails and chat conversations into support tickets, and assign them to different agents.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Integrations and add-ons <span class="info-tooltip" data-tippy-content="External software that integrates with the live chat tool.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>You can integrate directly with communication channels like <a href="https://www.tidio.com/multichannel/" target="_blank" rel="noopener">email, Facebook Messenger and Instagram</a> so that all your conversations happen in Tidio. There’s also a handy integration with <a href="https://www.tooltester.com/en/reviews/shopify/">Shopify</a> that lets your chatbot answer questions about product availability, order status or shipping zones.</p> <p>A handful of other integrations with key CRM, email marketing and helpdesk tools are also available. Interestingly, Tidio offers its own email marketing tool, which is included in all plans.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Team Management </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>There are 3 pre-defined roles you can assign to operators (Admin, Moderator and Chat Agent), but you can also set custom permissions per operator.</p> <p>While you can reassign conversations that have been assigned to you, it seems to be missing advanced assignment/routing functionality. We’ve found that <a href="https://www.tooltester.com/en/live-chat/userlike-review/">Userlike</a> does better in this regard.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Mobile support / apps <span class="info-tooltip" data-tippy-content="How well does it work on mobile phones?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Android and iOS apps are available, as is a desktop app for both Windows and Mac. The Mac app doesn’t seem to offer any additional features, though, compared to the browser version.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Voice/video calls <span class="info-tooltip" data-tippy-content="Integrated system for making calls to the visitor">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Video calls can be initiated by the agent directly from the chat.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Cobrowsing <span class="info-tooltip" data-tippy-content="Lets visitors share their screen with the chat agent.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-cross"><use xlink:href="#cross"></use></svg> </div> <div class="rating-row__description"> <p>Not available.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Ban users <span class="info-tooltip" data-tippy-content="Block annoying users from chatting with you.">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>It’s possible to ban users based on IP address.</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Log creation <span class="info-tooltip" data-tippy-content="Will there be a chat protocol available?">I<span>nfo popup</span></span> </h3> <svg class="icon icon-tick"><use xlink:href="#tick"></use></svg> </div> <div class="rating-row__description"> <p>Live conversations all appear in the Conversations tab. However, when you mark a chat as ‘Resolved’, it disappears from this tab. If you need to access chat history, there are 2 ways to do this: by doing a search in the Conversations tab, or by going into the Contacts tab (which can be a little confusing at first).</p> </div> </div> <div class="rating-row"> <div class="rating-row__score"> <h3 class="rating-row__title"> Support </h3> <ul class="checklist checklist--tight"> <li >Live Chat</li> <li >Email</li> <li class="cross">Telephone</li> </ul> </div> <div class="rating-row__description"> <p>24/5 live chat support is available, although bear in mind that as they’re based in Poland, they work in the local timezone (UTC+1). However, when we tested out the live chat during these hours, they were offline (and didn’t respond for a couple of hours).</p> <p>The Help Center is comprehensive although we did find a few articles to be out of date.</p> </div> </div> <div class="rating-row rating-row--rating"> <div class="rating-row__score"> <h3 class="rating-row__title"> Overall rating </h3> <div class="stars stars--primary stars--large" style="--rating: 4.2;" aria-label="Overall rating rating is 4.2."></div> </div> <div class="rating-row__rating"> <div class="rating-circle rating-circle--small rating-circle--cream" style="background: conic-gradient(var(--color-primary) 84%, rgba(230,230,230) 0 100%)"> <span>4.2</span> </div> </div> <div class="rating-row__description"> <p><a href="https://www.tooltester.com/out/tidio-discount" target="_blank" rel="noopener">Tidio’s</a> live chat software feels modern and well-designed. We liked its intuitiveness, and the completeness of its chatbots/automations feature. But the lack of agent routing functions and helpdesk features might be an issue for larger teams, especially support-focused ones.</p> </div> </div> </section> <section id="conclusion" class="block"> <h2>A more detailed look at Tidio’s features</h2> <h3>How do Tidio’s chatbots compare?</h3> <p>What Tidio calls “chatbots” are actually <strong>automated conversations</strong>, which can be triggered based on an event (e.g. if a user visits the site for the first time, or abandons a form). In that regard, they are similar to what other tools call “triggered messages”.</p> <p>The main difference, however, is that Tidio’s workflow editor takes these triggered messages even further. While most tools only allow you to add one step to the process (e.g. one greeting or announcement), <strong>Tidio lets you add multiple steps</strong>. It lets you define exactly what should happen when a visitor meets that condition, and even what happens when they “branch off” the desired path.</p> <p>For example, let’s say you have an online store. Someone who visits your ‘Contact’ is likely to have a question they want to ask. You can create a chatbot that proactively asks the visitor to choose from a number of popular topics:</p> <p><img fetchpriority="high" decoding="async" class="size-full wp-image-102580 aligncenter" src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-faq.png" alt="tidio chatbot faq" width="378" height="201" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-faq.png 378w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-faq-300x160.png 300w" sizes="(max-width: 378px) 100vw, 378px" /></p> <p>Depending on the option they choose, you can then lead them down a path with pre-defined responses, to hopefully answer their question (without the need for any manual intervention).</p> <style type="text/css"> #gallery-1 { margin: auto; } #gallery-1 .gallery-item { float: left; margin-top: 10px; text-align: center; width: 50%; } #gallery-1 img { border: 2px solid #cfcfcf; } #gallery-1 .gallery-caption { margin-left: 0; } /* see gallery_shortcode() in wp-includes/media.php */ </style> <div id='gallery-1' class='gallery galleryid-102613 gallery-columns-2 gallery-size-large'><dl class='gallery-item'> <dt class='gallery-icon portrait'> <a href='https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping.png'><img width="407" height="611" src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping.png" class="attachment-large size-large" alt="tidio chatbot shipping questions" aria-describedby="gallery-1-102588" decoding="async" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping.png 407w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-200x300.png 200w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-120x180.png 120w" sizes="(max-width: 407px) 100vw, 407px" /></a> </dt> <dd class='wp-caption-text gallery-caption' id='gallery-1-102588'> A chatbot for frequently asked questions </dd></dl><dl class='gallery-item'> <dt class='gallery-icon portrait'> <a href='https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-conversation.png'><img width="405" height="609" src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-conversation.png" class="attachment-large size-large" alt="tidio chatbot shipping responses" aria-describedby="gallery-1-102596" decoding="async" loading="lazy" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-conversation.png 405w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-conversation-200x300.png 200w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-chatbot-shipping-conversation-120x180.png 120w" sizes="(max-width: 405px) 100vw, 405px" /></a> </dt> <dd class='wp-caption-text gallery-caption' id='gallery-1-102596'> The chatbot’s responses </dd></dl><br style="clear: both" /> </div> <p> </p> <p>There are also options to use <strong>Tidio’s AI to detect the topic of a user’s question</strong>. This also allows you to take them down a conversation flow that you’ve designed.</p> <p><img decoding="async" class="size-full wp-image-102604 aligncenter" src="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-ai-chatbot.png" alt="tidio ai chatbot" width="910" height="674" srcset="https://www.tooltester.com/wp-content/uploads/2018/06/tidio-ai-chatbot.png 910w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-ai-chatbot-300x222.png 300w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-ai-chatbot-768x569.png 768w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-ai-chatbot-122x90.png 122w, https://www.tooltester.com/wp-content/uploads/2018/06/tidio-ai-chatbot-243x180.png 243w" sizes="(max-width: 910px) 100vw, 910px" /></p> <p class="caption">One of Tidio’s AI-powered chatbots</p> <p>But, there are other solutions that take chatbots even further. These aim to simulate real, human conversations, with chatbots that can provide dynamic, intelligent responses. Tidio’s chatbots don’t provide this level of interaction, but solutions like <a href="https://www.userlike.com/en/chatbots" target="_blank" rel="noopener">Userlike</a> and <a href="https://www.chatbot.com/" target="_blank" rel="noopener">LiveChat’s ChatBot</a> do, albeit at a much higher cost.</p> <p>So, if you’re after AI-powered chatbots that really allow for human-like, two-way conversations, you’ll probably find Tidio’s range to be on the light side (here are <a href="https://www.tooltester.com/en/blog/best-ai-chatbot/">a few good alternatives</a>). For most small to mid-sized businesses however, we think Tidio’s chatbots do a great job of automating repetitive conversations.</p> <h2>Tidio Review: Conclusion</h2> <p>Dare we say it – Tidio makes live chat <em>fun</em>. We were really impressed by how modern everything looks, and by the clever features. The integrations with <a href="https://www.tooltester.com/en/reviews/shopify/">Shopify</a>, Facebook and Instagram are also useful for <a href="https://www.tooltester.com/en/start-online-stores/">online stores</a> that sell across multiple channels.</p> <p>Those who are familiar with <a href="https://www.emailtooltester.com/en/blog/email-automation-software/" target="_blank" rel="noopener">email automation software</a> will really get a kick out of Tidio’s <strong>workflow-based chatbot editor</strong>, which lets you send automated messages. It takes some getting used to, but we did find the templates to be a nice touch, especially for beginners.</p> <p>Overall, Tidio feels like it’s better built for <strong>marketing and sales-related functions</strong>, rather than customer service. That’s reflected in the type of chatbots offered (26 lead-related chatbots vs 14 support related-related ones). So while Tidio offers some excellent tools to help small businesses generate leads, larger teams who field a lot of support requests may struggle with the lack of voice/video calling, and advanced team management features.</p> <p>A wider range of integrations wouldn’t go amiss, either – particularly with key tools such as WhatsApp, Salesforce, and Apple Messages (which are all offered by what we feel is its strongest competitor, <a href="https://www.tooltester.com/en/live-chat/livechat-review/">LiveChat</a>).</p> <p>In fact, for a similar price point ($19/user/month), Livechat offers a lot more in the way of ticketing, routing and team management features, as well as personal support. <a href="https://www.tooltester.com/en/live-chat/jivochat-review/">JivoChat</a> is another similarly-priced competitor that provides better ticketing and integration features.</p> <p>But, if automating communications is your priority, then Tidio is a small business tool that provides excellent value for money. We can confidently say it’s one of the <a href="https://www.tooltester.com/en/best-livechat-software/">best live chat software</a> we’ve tested. And the free plan is simply the cherry on top.</p> <p> </p> <p><a href="https://www.tooltester.com/out/tidio-discount" target="_blank" rel="noopener">> Try Tidio for free (and get an exclusive 20% lifetime discount)</a></p> <p> </p> <p><strong>Review Updates:</strong></p> <p>17 Nov 2022 – Ticketing feature added</p> </section> <section id="alternatives" class="block"> <h2>Tidio Alternatives</h2> <div class="grid grid--three-col grid--gap-s u-mt-xl u-mb-xl"> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/livechat"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2018/06/livechat-logo.png" alt="Livechat logo"> </a> <div class="stars" style="--rating: 4.4;" aria-label="Rating of this product is 4.4 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/livechat-review/" class="btn btn--text-small">Read review</a> </div> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/jivochat"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/12/jivochat-logo-vector.png" alt="JivoChat logo"> </a> <div class="stars" style="--rating: 4.1;" aria-label="Rating of this product is 4.1 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/jivochat-review/" class="btn btn--text-small">Read review</a> </div> <div class="card card--alternative"> <a target="_blank" class="card__logo-link" href="https://www.tooltester.com/out/userlike"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2018/06/Userlike_logo-new.png" alt="Userlike logo"> </a> <div class="stars" style="--rating: 4.1;" aria-label="Rating of this product is 4.1 out of 5."></div> <a href="https://www.tooltester.com/en/live-chat/userlike-review/" class="btn btn--text-small">Read review</a> </div> </div> <p><a href="https://www.tooltester.com/en/live-chat/livechat-review"><strong>LiveChat</strong></a> comes packed with features and is ideal for companies who want to proactively employ live chat as a sales or support channel. Its wide list of integrations, engaging ‘rich messages’, advanced team management features, and excellent multilingual widgets make it our top-rated live chat software.</p> <p><a href="https://www.tooltester.com/en/live-chat/jivochat-review/"><strong>JivoChat</strong></a> offers an impressive range of features, including CRM, triggered chats, one-click calling, email and social integration, and internal team chats. A free plan is also available.</p> <p><a href="https://www.tooltester.com/en/live-chat/userlike-review/"><strong>Userlike</strong></a> is great for EU-based customers and offers automations, voice and video calls, and options to integrate with additional channels (such as WhatsApp and Facebook Messenger). The free plan allows for 1 widget, 1 agent, and unlimited chats.</p> </section> <section id="authors" class="block author-detail-block"> <div class="block__title"> <h2>The authors</h2> <a href="https://www.tooltester.com/en/about-us/" class="btn u-desktop-only">Learn more about us</a> </div> <div class="author-row"> <div class="author-row__profile"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/INKA-250x300.png" alt="Inka Wibowo" class="user-profile"width="125" height="150"> </div> <div class="author-row__bio"> <h3 class="author-row__name"><a href="https://www.tooltester.com/en/blog/author/inka/">Inka Wibowo</a> <span class="author-checkmark" data-tippy-content="<strong>Inka</strong><br>Content Manager<br>BBus (Marketing), Griffith University<br>At Tooltester since 2018<br>54 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3> <p class="author-row__title">Content Manager</p> <p class="author-row__description">Hi, I'm Inka! I started using website builders and content management systems over 10 years ago, when I managed websites for clients in my first marketing role. Since then, I've worked on hundreds of web and digital projects. Now, at Tooltester, I'm happy to be able to use my experience to help users like you find the right website builder for your needs.</p> </div> </div> <div class="author-row"> <div class="author-row__profile"> <img loading="lazy" src="https://www.tooltester.com/wp-content/uploads/2022/07/ROBERT-250x300.png" alt="Robert Brandl" class="user-profile"width="125" height="150"> </div> <div class="author-row__bio"> <h3 class="author-row__name"><a href="https://www.tooltester.com/en/blog/author/robert/">Robert Brandl</a> <span class="author-checkmark" data-tippy-content="<strong>Robert</strong><br>Founder and CEO<br>BA (Hons) Munich University MUAS<br>At Tooltester since 2009<br>128 articles written"><svg class="icon icon-tick"><use xlink:href="#tick"></use></svg></span></h3> <p class="author-row__title">Founder and CEO</p> <p class="author-row__description">Hi, my name is Robert Brandl! I used to work in a digital marketing agency where I managed website and email marketing projects. To optimize my client's campaigns, I always had to find the optimal web tools. Tooltester offers this knowledge to you, hopefully saving you endless hours of research.</p> </div> </div> <a href="https://www.tooltester.com/en/about-us/" class="btn author-detail-block__btn btn--center u-mobile-only">Learn more about us</a> </section> <section id="updates" class="updates-block block"> <div class="updates-block__inner"> <div class="updates-block__header"> <p>We keep our content up to date</p> <button class="updates-block__seach-btn" data-toggle="#latest-updates" data-toggle-class="is-active" aria-label="Toggle updates" aria-expanded="false" aria-controls="latest-updates"> <span>See latest updates</span> <svg class="icon icon-chevron-down"><use xlink:href="#chevron-down"></use></svg> </button> </div> <div class="updates-block__body" id="latest-updates"> <p>08 Mar 2024 - General updates (video chat and ticketing now available); pricing changes<br /> 03 Aug 2023 - Lyro chatbot now available<br /> 21 Jul 2023 - Smaller additions<br /> 26 Jun 2023 - Pricing changes<br /> 13 Apr 2023 - Added video review<br /> 03 Jan 2023 - Some broken links updated<br /> 12 Dec 2022 - Badge added</p> </div> </div> </section> <div id="methodology" class="block"> <div class="well well--border"> <h3>THE BEHIND THE SCENES OF THIS REVIEW</h3> <p><p>This article has been written and researched following a precise methodology.</p> </p> <a href="https://www.tooltester.com/en/tooltester-methodology/" class="btn"> Tooltester Methodology: How Do We Create our Reviews? </a> </div> </div> </article> </div> <section id="reader-comments" class="comments"> <div class="comments__inner"> <h2 class="u-mb">Comments</h2> <div id="disqus_thread"></div> <script> const disqusInstance = { post_url: "https://www.tooltester.com/en/live-chat/tidio-review/", post_id: "102613 https://www.tooltester.com/?page_id=102613", page_title: "Tidio Review", init: function() { document.addEventListener('DOMContentLoaded', () => { this.addEvents(); }); }, addEvents: function() { this.loadDisqus(); }, loadDisqus: function() { this.disqus_observer = new IntersectionObserver((entries) => { if(entries[0].isIntersecting) { let post_url = this.post_url; let post_id = this.post_id; let page_title = this.page_title; window.disqus_config = function() { this.page.url = post_url; this.page.identifier = post_id; this.page.title = page_title; }; (function() { var d = document, s = d.createElement('script'); s.src = 'https://cmstestlabor.disqus.com/embed.js'; s.setAttribute('data-timestamp', +new Date()); (d.head || d.body).appendChild(s); })(); this.disqus_observer.disconnect(); } }, { threshold: [0] }); this.disqus_observer.observe(document.querySelector("#disqus_thread")); }, }; disqusInstance.init(); </script> <script id="dsq-count-scr" src="//cmstestlabor.disqus.com/count.js" async></script> </div> </section> <script type="application/ld+json">[{"@context":"http:\/\/schema.org\/","@type":"WPHeader","position":"1","headline":"Tidio Review"},{"@context":"http:\/\/schema.org","@type":"WPFooter","position":"3","cssSelector":"footer","@id":"#white-footer","copyrightHolder":"ToolTester Network","publisher":"ToolTester Network","copyrightYear":"2009","url":"https:\/\/www.tooltester.com\/en\/contact\/"},{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.tooltester.com#article","headline":"Tidio Review","name":"Tidio Review","description":"Tidio puts a lot of focus on its chatbots, but how does it perform overall as a live chat tool? 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