Product Overview of Tidio
Tidio is a comprehensive customer service platform designed to enhance communication between businesses and their clients, ultimately driving customer satisfaction and sales growth. Here’s a detailed look at what Tidio does and its key features.
Core Functionality
Tidio integrates multiple communication channels, including live chat, chatbots, email, Messenger, and Instagram, into a single, user-friendly platform. This integration allows businesses to manage all customer interactions from one shared inbox, streamlining their customer service operations and ensuring no query goes unanswered.
Key Features
Live Chat
- Tidio offers a live chat widget that enables real-time communication with website visitors, providing immediate answers to customer questions.
- Features include live typing previews, canned responses, and the ability to send supported file types and videos.
- The live chat can be customized to match the brand’s style and aesthetics, and it is fully mobile-friendly.
Chatbot Automation
- Tidio includes powerful AI-powered chatbots that can automate common queries 24/7, even when human agents are offline.
- Businesses can build their own chatbots using a drag-and-drop editor or use pre-built templates, requiring no coding skills.
- Chatbots can handle tasks such as saving abandoned carts, showing order status, and offering discount codes.
Multi-Channel Support
- Tidio allows businesses to manage messages from various channels like live chat, email, Messenger, and Instagram in one centralized inbox.
- This feature helps in tracking contact details, searching previous conversations, and adding custom tags to personalize communication.
Departments and Ticket Routing
- Tidio enables the creation of multiple departments and automated ticket routing, ensuring that customer queries are directed to the right person or department quickly.
- Features include personal notifications for operators, auto-solving of tickets, and the ability to reassign tickets using conversation flows.
Analytics and Reporting
- The platform provides a robust analytics dashboard that tracks crucial support KPIs, such as the number of conversations, missed conversations, first response time, and time to close.
- It also offers insights into operator performance, channel performance, and customer satisfaction (CSAT) ratings.
- Businesses can generate comparisons and charts to analyze data across different time periods and receive improvement suggestions.
Tidio AI Features
- Tidio AI is a collection of tools that leverage artificial intelligence to automate customer service, boost conversion rates, and improve efficiency.
- Reply Assistant: Uses GPT-4 technology to turn basic answers into professional-looking ones.
- Customer Intent: AI sorts incoming messages into folders based on the intent of the chat, helping prioritize urgent messages.
- Smart Views: Organizes the inbox by categorizing conversation topics, ensuring human agents can respond to critical chats first.
Visitor Behavior Tracking
- Tidio’s Live Visitors List allows businesses to see who their customers are, what they need, and their browsing behavior in real-time.
- This feature enables proactive engagement by initiating live chat conversations at the right moment, increasing the chance of sales.
Additional Benefits
- Customization: The chat widget can be customized to fit the brand’s style, including color schemes, online and offline status, and custom messages.
- Proactive Engagement: Tidio can automatically initiate conversations based on specific user actions or time spent on the site.
- Mobile Management: A mobile app allows businesses to manage customer interactions on-the-go.
In summary, Tidio is a powerful tool that enhances customer service by providing real-time communication, automated chatbot support, multi-channel integration, and advanced analytics. Its AI features further streamline operations, making it an essential platform for businesses aiming to improve customer satisfaction and drive growth.