Product Overview of Tidio
Tidio is an all-in-one customer service platform designed to enhance and streamline customer support, improve customer experiences, and drive sales for businesses, particularly small and medium-sized enterprises.
What Tidio Does
Tidio integrates live chat, AI-powered chatbots, email, Messenger, and Instagram into a single, user-friendly platform. This integration allows businesses to communicate with customers across multiple channels efficiently, providing real-time support and resolving customer issues promptly.
Key Features
Live Chat
- Tidio offers a lightweight live chat widget that enables immediate customer support. Key features include live typing previews, canned responses, and the ability to redirect customers to the right department or agent.
- The platform also supports sending attachments, conducting pre-chat surveys, and saving chat transcripts for records or client communication.
AI-Powered Chatbots
- Tidio features Lyro, an AI chatbot that can be trained on your website data, FAQs, and documents. Lyro provides personalized assistance 24/7, helping to solve up to 70% of customer problems without human intervention.
- The chatbot includes features like keyword/intent recognition, entity capture, and an AI knowledge base, allowing it to understand and respond to customer inquiries accurately.
Automation and Routing
- Tidio includes automated ticket routing, which speeds up response times by directing tickets to the appropriate departments or agents. The platform also allows for reassigning tickets using conversation flows and auto-solving tickets when they are resolved.
Analytics and Performance Metrics
- The platform provides comprehensive analytics to track crucial support KPIs, such as the number of conversations, missed conversations, first response time, and time to close. It also evaluates operator performance, channel performance, and the effectiveness of automation flows.
- Additional metrics include sales contribution, lead generation, and customer satisfaction rates (CSAT), helping businesses to identify areas for improvement.
Multichannel Communication
- Tidio offers a unified inbox where businesses can manage all messages from live chat, email, Messenger, and Instagram in one place. This feature helps in reducing the workload of the support team and ensures no customer inquiry is missed.
Customization and Personalization
- The platform allows for customizable widgets that can be tailored to match the business’s brand. It also supports adding tags and contact properties to customer profiles, enabling personalized conversations.
Smart Views and AI Agent
- Tidio AI Agent features include Smart Views, which sort incoming messages into folders based on their intent, helping support teams prioritize urgent messages. Other features like Reply Assistant and Customer Intent further enhance the productivity of human agents.
Additional Functionality
- Flow Builder: Tidio provides a drag-and-drop visual chatbot builder, allowing businesses to create chatbots quickly without requiring coding skills.
- Visitor List: The platform offers a live Visitors List, enabling businesses to proactively start conversations with visitors, increasing the chance of sales by sending messages at the right moment.
- Integration: While Tidio does not integrate directly with other applications without Zapier, it supports multichannel communication across various platforms like Facebook, Instagram, and WhatsApp.
Pricing and Plans
Tidio offers a free plan along with several paid plans, including Starter, Growth, Plus, and Premium, starting at $29/month. This flexibility allows businesses to choose the plan that best fits their needs and budget.
In summary, Tidio is a robust customer service platform that leverages AI, live chat, and multichannel communication to provide exceptional customer support, boost sales, and enhance overall business efficiency.