In 2023, clients expect prompt replies to their queries and complaints but it’s expensive – not to mention unrealistic – to employ customer support staff 24/7. After all, these people need to take regular breaks in order to to be effective at their jobs. As more businesses look for solutions that meet the customer’s need for responsive customer support, more businesses are turning to chatbots. While there are many chatbot platforms out there, Tidio comes highly recommended, and with good reason. By the end of 2023, Tidio had earned a positive reputation for its intuitive design, multiple customer support tools, and custom automations.
Well, Tidio is a live chat tool that helps businesses communicate with their customers in real time. It provides an intuitive interface that allows you to easily set up automated chatbots, and customize your chat windows. Also, it can integrate with other third-party tools. Furthermore, Tidio offers practical features like analytics, automated welcome messages, and customizable chat widgets.
As of now, the tool is mainly for websites. But even so, you can use it on other applications like Facebook Messenger. And having been featured on Fox News and Forbes, it’s worth learning about it. Without further ado, here is all that you need to know about Tidio:
- User Interface
- Chatbot Elements
- AI and NLP
- Final Take
1. User Interface
If you are a beginner in using chatbots, you will find this tool reliable. It has a simple interface with stepwise instructions that makes it easy to use. And if you are building a chatbot, there’s a Visual Flow Builder that makes your work simpler.
Further, the interface is user-friendly. Thanks to that, your business can reach and communicate with customers in real-time. The dashboard is intuitive, making it easy for your team to access customer conversations. Besides, they can also manage customer interactions and view customer profiles from the same place.
Using the User profile, your business can keep a record of all the clients that have interacted with your bots. And from the same point, you can access general information about your users. Some of the important information about your users that’s available include preference, purchase history, and contact details. And they are all available in a central location.
Using this piece of information, you can identify the right customers to target with offers. Further, using the User Profile, you can group your clients based on various criteria such as gender, age, and location, among others.
And this helps you to target users with the right messages. Last but not least, you can use this feature to gather user feedback and improve customer experience. Overall, you can use it to boost customer engagement and build long-term customer relationships.
2. Chatbot Elements
This tool provides you with chatbot elements that you can leverage for your business. But even so, there are a few important elements it lacks that can be handy to your business. They include the date, Attachments, Audio, and video validation. But even so, what’s available is still enough for building chatbot flows. The available elements include:
- Phone number validation
- Email validation
- Free text input
- Quick replies
While you can’t send sequences and broadcasts, you can still leverage conditions when setting up chatbot flows. This makes sense because this tool is specifically for websites. Further, you can set your chatbot to adopt several languages. However, you cannot translate it. Instead, you can only condition the chatbot according to the user language.
4. AI and NLP
Tidio offers a revolutionary conversational AI platform that allows businesses to automate customer service and provide a personalized experience. It combines natural language processing (NLP) and artificial intelligence (AI) to create a seamless customer experience.
For instance, it offers a keyword recognition feature. This can capture the intention of your users and provide them with what they need. When creating the flow, you can input common phrases as triggers for “Visitors Says”. The AI will train using them and you can provide the right responses it can use. However, entities are not supported by this tool.
This tool supports chatbots on both Facebook Messenger and Website. Further, you can also automate email distribution. Thanks to this, you can appreciate an omnichannel experience for email, Facebook Messenger, and Websites.
Integrations are vital when it comes to chatbot software. They enable you to have a better experience using this tool. Tidio comes with inbuilt live chat, one of the critical integrations. Also, it has Zapier Integration, thanks to this feature, you can link with any software. And if you want to create more custom webhooks, consider Tidio API. In addition, Tidio has integrations with Shopify, WordPress, BigCommerce, Squarespace, Wix, PrestaShop and many more.
While the Analytics on this tool is minimal, it’s still reliable. The tool provides you with four dashboards.
- Each chatbot flow analysis
- Information on live chat operator
- Information on messages sent
- Information on leads collected
But even with these four analysis dashboards, you cannot boost chatbot flows.
Tidio Pricing is as Follows:
- 3 operators maximum
- For starters
- 33 Eur per month
- 3 operators maximum
- Countless reachable visitors
- Visual chatbot editing
- Unmetered chatbots
- Chatbot templates
- 16 Eur per month
- Fee per operator
- Live typing
- Viewed pages
- Notes and permissions for each conversation
While it lacks growth solutions for Facebook Messenger, Tidio still holds great potential. Thanks to site integration, you can customize website widgets to fit your brand style. Further, you can develop multiple website triggers as conversation starters. And the best part is that you can build your landing pages using this tool.
Tidio allows you to integrate with Shopify. Thanks to that, you can:
- Confirm order status
- Respond to delivery point questions
- Check out the available products
Furthermore, you can send pop notifications to the user after they’ve left your site cart page.
You have access to a vast knowledge base and YouTube tutorials. And if that is not sufficient, reach customer support vialive chat (24/5) or email.
With Tidio, you cannot run any optimization. And that includes A/B Testing.
To make your job easier, this platform offers 21 templates. Using them, you can develop chatbot flows. However, you cannot create your templates or share them with others. Instead, you can duplicate your chatbot elements and chatbot flows and easily repurpose them.
13. Final Take
Is investing in Tidio worth it? Well, yes, especially if you want to create your chatbots. The tool offers exactly what they are promising. They’ve got automated chatbots and custom chat windows. Most importantly, you can integrate it with other tools.
Having a simple user interface, it’s easy to maximize the value of this tool. It has enough chatbot elements, custom tags and fields, and an inbuilt live chat. Also, the AI & NLP is decent considering its price range. Finally, Tidio is the best solution if you want to engage your clients in real time.
Are there drawbacks when it comes to Tidio?
Yes, there are a few cons worth noting. They include:
- Minimal analytics
- Supports two platforms only – Facebook Messenger and Websites
- Lacks growth solution that you can use with Facebook Messenger