Tidio Live Chat & AI Chatbots , 1.701 recensioni
In base alla valutazione
I'm a returning user. I've tried other apps, but Tidio allows more automation and features. Definitely recommend.
Thanks for the review! We appreciate your loyalty and continued trust in our services and will do our best to develop Tidio and our offer :)
I like the way the Tidio Chatbots app works on my website and it's relatively easy to make edit changes to automated chat messaging. However, I haven't noticed any increase in sales with the use of the full package free trial plan as it compares to the scaled back free plan. Maybe time will tell.
Hello! We are grateful for your kind review :) Our top priority is exceptional customer support, to make sure it's easy for our customers to quickly learn the ropes of Tidio. Hearing about it makes our day! Chris
Must have for any shop owner. Giving you the ability to help customers in real time can make a huge difference in their satisfaction. 5/5
Hi there! Thank you so much for the lovely review :) Let us know in case you have any questions or ideas. Chris
I’m new to this and needed some help and Mike was super-helpful, clear and friendly. Definitely recommend this app for what it does and the amazing customer service!
Hi there! Thank you so much for the kind words :) We're so happy to know that you like both our app and support. Mike is a great team member! Chris
Great platform, email marketing, campaigns, and can integrate with FB and IG. Overall a great tool for chat service! Highly recommend.
Thank you. We’re thrilled that you were satisfied with our services. Your feedback is appreciated!
Jakub was very helpful with upgrading our account as our business is growing! The welcome discount code has helped conversions of new visitors to our site.
I seriously don't know how Tidio have so many good reviews, our experience is that it worked poorly and customer care was non-existent until we really kicked up a fuss, only then did they react as they should have in the first instance.
Our issues with Tidio resolve around receiving the sound notifications when a customer has submitted a chat (or a new message) only about half the time which meant we missed a lot of chats. We reached out to Tidio several times for support, they were days, sometimes a week to respond and then we got a bland brush off that it must be a problem at our end with our equipment.
Now we all work from home with different internet, routers, equipment etc., totally independent of one another with no central server and the issue was universal with all of our operators, which kind of gives a bit of a clue? Anyway, we eventually decided that the issue seemed to be mainly occurring if the app wasn't actually open and showing on the screen, we would normally get the sound notification if we happened to have the Tidio screen up in front of us but as we only get a couple of chats a day this resulted in us issuing a third screen to all operators to enable the chat to be visible at all times. This process was worked out ourselves with no further input from Tidio as all they could advise was for us to clear the cache and reboot (which we did on a daily basis at one point to try and make it work properly).
All of the above was a 6 month process of trying to sort out what was happening without support.
What we found in the end was that not only do you need to have the app open on a screen but you also need to clear your cache and reboot every single day and even then it was hit and miss on whether we would get a noise notification.
We made the decision to leave Tidio and one more thing to watch out for, if you've paid for a years subscription and have uninstalled the app due to poor performance and service, you don't get a refund on the remaining 6 months subscription as they have a 'non-refund' policy and it's too small an amount to be worth all the time and effort suing them for.
A lot of these chat apps are similar in that they appear to have everything that you need and would be great if they worked 100% but they seem to be a bit hit and miss in operation.
Tidio is an expensive app for what it does, we decided in the end to employ a third party receptionist company (Pocket Receptionist in the UK), who charge 50% more than Tidio but this has freed us up and we don't have to worry about having to jump on the chat, it's not until we've done this that we realised what a distraction the chat is, even when it works OK. I would definitely recommend this cause of action to anyone as the customer has instant communication with your company (although they don't know it's a third party help), are reassured by professionals either with a simple script or the promise of a call back and you get emails pop through from the third party with all the details on, giving you time to respond when it suits you. It's very rare that the customer needs an instant response, but you get that choice on when to respond as soon as you get the email, so if you need to jump on it to secure an order you can, simple!
If you're going to use a chat service though, do yourself a favour and give Tidio a miss!
Update in response to Tidio's reply:
There was no misunderstanding on our part and we were not offline, as exhaustively explained to you at the time, so please don't try and gloss this over and make it look as if this is our fault as incompetent operators. We had previously used Tidio for a couple of years prior to signing up last year, so were fully aware of how to operate the app correctly. Also, as exhaustively explained before in both chat and emails, there was nothing wrong with the pop up notifications, a tiny red flag popped up when a customer was on the chat, this was often the only way we knew that they were, so for the second time in black and white here, we've had to tell you that it was the noise notification that the issue was with, it seems like you are still in complete denial about it despite the overwhelming evidence proving otherwise, which is a shame because if you didn't treat your customers with such contempt you would be able to build a really good app if you were prepared to learn from your mistakes.
Your chat agents were generally quite responsive, yes, support emails, forget it...a waste of time.
Dear customer, I'm really sorry to see your opinion, and I must respectfully disagree.
The number of good reviews we have received so far is based on our constant work to keep Tidio a valuable service for online businesses. We also strive to provide top-notch customer service to answer customers' questions and quickly fix any issues with our tool.
The notifications problem you reported in September 2022 was a slight misunderstanding of the Tidio features. That sometimes happens, and our staff did their best to explain that you cannot receive a live notification while you're offline and have the Tidio admin panel closed. That is why you need to be logged in and set to online in your Tidio to receive pop-up notifications.
The average response time of our agents for the chats we had with you was around 60 seconds. Once we escalated your request to our Tier 2 team for a more in-depth look, the replies took us an average of 2 hours, which is in line with our standards and faster than many other companies in our industry.
Your account is midway through the yearly subscription. That disqualifies it from a refund due to the Refund Policy, available in Tidio's Terms & Conditions. I hope your newfound system will help you succeed in your business, and we're happy to help you get back to Tidio.
I used this App for about 3 months. I quit because I was being spammed chatted none stop with this app. I uninstalled and started using Shopify Inbox until I find another option. BUT they must write to your code because I have a bigger problem now. The chat calls ring in as from 'TIDO' and it won't let me answer them because the app isn't installed. SO I am missing customer chats and this is hurting my business. Tried to call support and their phone isn't working right now. Their uninstall should remove them completely! I need HELP to fix this
We sincerely appreciate your feedback and apologize for any inconvenience you experienced with our Tidio widget. We value your input and would like to address your concerns.
Tidio is designed to be a widget that's visible on your website, allowing users to interact with you. We, unfortunately, do not have control over the traffic on your website, and the level of it largely depends on your website's visitors. However, we offer several solutions to help you manage and filter interactions through the Tidio widget, which we'll gladly help you to set up.
Lastly, we do not offer phone support at this time. However, we have already reached out via email to assist you further. Our dedicated support team is here to provide guidance and resolve any concerns you may have.
Thank you for your patience cooperation.
Super helpful, quick resolution, available when needed and an all round great experience. Support can often be overlooked when an app provides a great function but when you have a top class app with great features as well as a great support team, it truly is the best combination!
Hi and thank you for your feedback! We always do our best to help thank you for recognizing that! Should you need anything else just let us know!
I had some issues with app, but Jakub from the support team solved this for me instantly. Type of service you wish to get from the app, once you have problems, their support team has the power to resolve it right away.
Hi there! Thank you so much for your kind review :) It's great to hear that Jakub was able to resolve your issues in a timely manner. We hope that no other issues will occur, but please let us know in case you need any further guidance. Chris