Tidio Reviews & Product Details

I found Tidio very easy to integrate with our website and easy to use in the control panel. The chat window is simple for visitors to understand, and the little hand-waving emoji makes it feel friendlier and more interesting, encouraging even hesitant visitors to chat. When we’re offline, visitors can leave their contact details, so we don’t lose the lead, and the visitor may feel good too. The initial setup was also very easy with the instructions. Review collected by and hosted on G2.com.

On the free plan, I couldn't find a place to add FAQs or a knowledge base so visitors could find answers on their own before chatting with us. It would also help if Tidio showed more clearly which features are only in paid plans, so I know what I get when I upgrade. I’ve only used it for a month, so I may have missed other things; everything else has worked well for us. Review collected by and hosted on G2.com.

I just started using Tidio and need more time with it, but I like that it lets AI respond to things we don’t need to answer ourselves and kicks the more important questions, or ones it can’t answer, to us. It can also help at the end of the funnel when we need to close a sale. The setup seems pretty easy, and for a scrappy startup like ours, it seems to be in the right price range, with enough AI to help our small team affordably. Review collected by and hosted on G2.com.

I think Tidio may handle DMs, but I don’t think it handles comments, and I’d like AI to answer organic social comments too. I might have to go outside Tidio to take care of comments, since I’d like something that does both comments and DMs. The introductory call was a little confusing, and I still need to explore it. It looks like there’ll be a little bit to learn, with maybe a small learning curve getting it going. Review collected by and hosted on G2.com.

I really like Tidio’s live chat because it lets businesses answer customers’ questions about products, shipping, orders, and returns quickly instead of making them wait for an email response. I also like the shared inbox, which brings live chat, email, WhatsApp, Instagram, and Messenger together so customer service teams don’t have to switch between platforms to keep track of conversations. Tidio was very easy for me to adjust to and learn; it’s straightforward and user friendly, even for people who aren’t tech savvy. I find it useful for managing customer communication, improving response times, and providing a better customer experience. Review collected by and hosted on G2.com.

I’m currently satisfied with what Tidio has to offer, but I’d like to see it improve with an AI customer service agent that can answer customer questions on its own, especially when a lot of tickets or conversations come in, before asking for an agent. Review collected by and hosted on G2.com.

I like how simple Tidio is to use. It has a very nice, clean UI and is exactly what I need. The advanced options are there but tucked away, so they don’t clutter the UI. Installation was easy, with no friction, and I like having lots of options to configure the chat and a generous free version. I also like the mobile app. I don’t have time to study an app for long, so simplicity works better for me than gazillions of features and lots of stuff to learn. Review collected by and hosted on G2.com.

I think the AI chatbot could be better. It gives answers when it doesn’t really have one, and it should know when it has the information or when to call a human for help. Maybe I missed something. Review collected by and hosted on G2.com.

Support & Onboarding

Support is Tidio’s strongest area. Our onboarding was smooth, and whenever we’ve needed training for our reps, the team has been quick to respond. Our CSM is also very helpful whenever we run into issues.

AI / Lyro

We mainly use Lyro’s generative responses, and they’ve been providing our members with really great answers. We don’t currently use Tidio’s other AI features, so I can’t comment on those.

Performance

We’ve been using Tidio for almost two years and have been quite satisfied with its performance overall. We did run into a few hiccups recently, but the Tidio team worked closely with us and got everything resolved.

Integrations

The Zendesk integration was fairly straightforward to set up. For anything that needs to be connected via webhook, we currently rely on someone from Tidio to handle it for us.

UI/UX

The overall look is solid and it’s easy to navigate. That said, some features can be difficult to find, so a more organized layout would be helpful. Review collected by and hosted on G2.com.

The Analytics feature feels very basic, and we can’t get as granular as we’d like. Hopefully this is something they improve in the future.

Another issue is that there’s no sandbox environment available for troubleshooting or testing when we need to validate something.

Also, some workflows are handled on the backend, so when issues come up we have to ask their team to investigate for us. That makes it hard for us to self-serve. The time difference between our team and theirs can also slow down resolution. It would be helpful if we could troubleshoot simple issues ourselves so we don’t always have to rely on their team. Review collected by and hosted on G2.com.

I like being able to speak with visitors while they browse our website and answer questions about properties, locations, and investment options. Live Chat helps us understand what they’re interested in before we pass their enquiry to the sales team, making that first contact more conversational and giving the team useful context for following up. I also find it useful to capture contact details alongside the conversation, so the sales team can follow up without asking the same questions again. Tidio works well for managing conversations through Flows, and the setup was straightforward. Review collected by and hosted on G2.com.

I’d like better lead attribution. I’d find it helpful if Tidio consistently passed visitors’ original source, campaign details, and landing page into our CRM alongside the conversation. That would make it easier to connect chat enquiries to our marketing campaigns and track which ones become qualified leads or sales. Review collected by and hosted on G2.com.

I find Tidio very easy to set up and extremely intuitive to use in the back end. I like how quickly I can add knowledge in a question-and-answer format. It pulls information from my website and knowledge base, and I can add questions and answers whenever the chatbot can’t answer something. The chatbot takes pressure off our team, acts as a customer’s first point of interaction, and sufficiently answers customer requirements about 75% of the time. Tidio works very well for our requirements. Review collected by and hosted on G2.com.

I wish Tidio could integrate with our booking platform so it could answer questions about availability and information stored there. I think it can get expensive, and I’m not sure it’s suitable for every business. I also haven’t explored its sales flows enough to know how useful they could be for driving sales. Review collected by and hosted on G2.com.

What I like most about Tidio is how it has simplified and centralised customer communications for our team at SideOut Beach Volleyball Club. We manage multiple venues, training sessions, tournaments and events, and receive a wide variety of customer enquiries every day.

Having conversations from different channels accessible through one platform has made a real difference to our workflow. Instead of constantly switching between applications or forwarding messages between colleagues, we can manage enquiries more efficiently, keep track of ongoing conversations and maintain better coordination across the team.

The WhatsApp integration works very well overall and helps us keep track of conversations without constantly switching between applications. However, one significant limitation is the lack of support for WhatsApp group chats. Since we regularly coordinate activities, events and participants through WhatsApp groups, being able to manage these conversations directly within Tidio would be a very welcome improvement.

The interface is clean, intuitive and easy to navigate. One particularly useful feature is the ability to assign conversations to team members, making it much clearer who is responsible for each enquiry and reducing the chances of messages being overlooked.

I also appreciate how straightforward the initial setup and onboarding process has been. For a relatively small team handling a considerable volume of customer communications, Tidio offers a good balance between functionality, simplicity and cost.

We haven't yet explored the full range of Tidio's AI capabilities, but our experience so far has been positive. The AI-suggested replies are particularly helpful, providing relevant response suggestions that save time and make it easier to handle customer enquiries efficiently.

Perhaps the biggest benefit is that it allows us to provide a more professional and consistent customer support experience without needing a dedicated customer service department. It saves us administrative time and makes our daily operations noticeably more organised. Review collected by and hosted on G2.com.

Although Tidio has been very useful for our team, there are a few limitations that could be improved.

The WhatsApp integration works very well overall, but the lack of support for group chats is a significant drawback for us, as we frequently use WhatsApp groups to coordinate activities and events. The restrictions around the 24-hour messaging window can also be inconvenient. It could be extended to at least 48 hours.

Another limitation is the mobile app, which doesn't offer all the functionality available on the desktop version. In particular, the limited access to internal @mentions in tickets makes it harder to collaborate and follow up on conversations while on the move.

The Inbox could also be more intuitive. The distinction between Live Conversations and Tickets can sometimes be confusing.

Finally, some useful features, such as canned responses, are restricted to higher-tier plans, which feels somewhat limiting for smaller teams. Review collected by and hosted on G2.com.

I love the simplicity of the interface and the Lyro AI. I can manage technical and commercial support directly from the chat and train the AI with specific company documents, such as PDFs and websites. It reduces the support load, handles the easier conversations to resolve, and acts as a filter. Tidio works really well with WhatsApp, and setting it up was easy thanks to the guided procedure. Review collected by and hosted on G2.com.

I found no negative points in Tidio Review collected by and hosted on G2.com.

There are many upsides to using Tidio, such as their affordable price offers and the number of functions they provide to make your company look even more professional and organized. Their pricing still continues to impress! Their AI enhanced features are real cheap when compared to competitors but never fail to amaze. Review collected by and hosted on G2.com.

It may happen that Tidio's integrated chatbot could sometimes provide wrong answers, but considering it's an AI, it's outstanding. As it still does its job and helps us reduce the number of employees needed to provide support to all of our customers. Overall still really handy, and integrated new introduced tech to the AI market seamlessly. Review collected by and hosted on G2.com.