レビュー (1,922)

総合評価
4.7
評価レベルごとの件数
  • 評価の88%は5つ星です
  • 評価の6%は4つ星です
  • 評価の1%は3つ星です
  • 評価の2%は2つ星です
  • 評価の3%は1つ星です
2023年12月4日

The support is very bad.

LINDAS
スペイン
アプリの使用期間:3日
TIDIO LLCが返信しました 2023年12月5日

Thank you for bringing this to our attention, and also sorry to hear about the disappointment. Could you give us a little background on the issue you approached us with? The live chat conversation you initiated was about the integration of Tidio with your store. We responded to your email, but unfortunately, we did not get a reply. Please contact us at support@tidio.net, we will make every effort to resolve this issue.

2024年4月8日

更新之后跟屎一样

OSITO Oxygen Concentrator
中国
アプリの使用期間:1年以上
編集日:2023年1月27日

Have now put limitations on how many chat you can have on the free plan in order to push people to a paid plan. Moving to another with paid because of this.

Elbilgrossisten
ノルウェー
アプリの使用期間:7年以上
TIDIO LLCが返信しました 2023年1月27日

Hi there. Thank you for your feedback and sorry to see you go :( A few weeks ago, after we introduced some new features, we decided to change our Pricing logic a bit. Since then, we notified our customers that the live chat will be limited to 50 unique visitors monthly unless they have a subscription to our premium plan. The limit was not enforced immediately because we wanted to give our users some time to get used to it. However, it was already enforced now. If this is a crucial factor for your business, and you would like to chat with more visitors, you would need to subscribe to our Communicator plan. This plan, apart from removing the conversations limit, includes many other great features that could support your business. Please reach out to us at support@tidio.net if you'd like to discuss all the available options. Chris

2022年5月17日

The app stuffed up our theme and caused a major malfunction. In addition, after over a year they suddenly deleted our premium account, configured chatbot, and all the customer base for no reason. BEWARE!

LVBagaholic
オランダ
アプリの使用期間:2年以上
TIDIO LLCが返信しました 2022年5月17日

We're sorry -- in response to the globally imposed sanctions, Tidio is suspending all operations in the sanctioned countries. Since your account has been identified as originating from one of them, Tidio has terminated your account as we've informed you via email. If your business has no connections with the sanctioned list, we can help you create a new account. We've reached out to you directly via email with a more detailed explanation.
Olek - Tidio

2017年5月19日

You now have to pay to see who is on your website "in real time"??? Isn't this the main feature of any chat app??? This was and should be a free feature. Poor business ethics to have your hands out for money all of the time. You just lost a customer. Moving on to a new chat app. Good Bye!

Puffer Cloud
アメリカ合衆国
アプリの使用期間:2年以上
2022年8月30日

Have been using this app for almost an year... now suddenly the option to send products directly from the chat have been removed from the free plan. Absolutely disappointed.

AutoManiac.it
イタリア
アプリの使用期間:2年以上
TIDIO LLCが返信しました 2022年8月30日

Hi Alberto. Thank you for taking the time and sharing your thoughts, and also sorry to hear about the disappointment. The Native Shopify Integration features have grown over time to become a powerful tool, which helps generate revenue. That is why it was moved from the Free plan to the Communicator plan, which in fact is our cheapest paid plan. I understand that this is a crucial feature for your business, and taking into account all the other great features and the value that the Communicator brings for the money spent, it would be a great choice and a thing to consider. Thank you for understanding, and please let us know if there's anything else we can do to help. Chris

編集日:2023年1月25日

Please don't use this app. The developers release new features without notifying their paying customers of changes that they are making. One of the most recent changes led to all of our automation chat bots to no longer accurately work. They did before the update was introduced. The team at Tidio first lied about having released an update by saying: we didn't release any updates. They then went back on their own word, finally admitted they released an update. Updates in our opinion should be made to improve the customer experience. However, the update has caused nothing but problems and is not working reliably at all. Their team showed little enthusiasm to help. Conversations between chat bots and customers are no longer visible / accessible meaning you are using a feature without knowing or having any control over whether it works or not. Very poor experience

Petz Park
オーストラリア
アプリの使用期間:2年弱
TIDIO LLCが返信しました 2021年6月25日

Thank you so much for the kind review. I will forward your kind words to Martin.

2021年11月12日

The free plan should include unlimited chatbots as the description says, after a few months they are requiring 39$ monthly Fees to be able to get chatbots, I don't know why would you guys add this feature to the free plan when it is paid!!

KorKomaz
アメリカ合衆国
アプリの使用期間:2年弱
TIDIO LLCが返信しました 2021年11月12日

On the free basic plan while we do offer unlimited chats, we offer 100 triggers of Chatbots per month, we have it listed on our pricing page which you can find here: https://www.tidio.com/pricing/
We added the feature to the free basic plan, to let our clients see the might of what Chatbots can do, and if they choose to do so, subscribe to get unlimited triggers. Please, feel free to reach me directly at jan@tidio.net if you have any questions.

2019年5月6日

Doesn’t work. Been testing for a week. Messages don’t come through. And their chat support is useless. Kindly funny. The app they offer doesn’t even work for their support. Customer service is HUGE for us. They can even get us up and running.

Buddha Pants®
アメリカ合衆国
アプリの使用期間:1年以上
TIDIO LLCが返信しました 2019年5月6日

I'm so sorry to hear that - the issue is caused by two chats being installed at the same time. One was added via the Shopify plugin, while the other one was installed manually using the JavaScript code. I've sent you an email from olek@tidio.net to coordinate next steps - it shouldn't take more than five minutes to fix.

編集日:2023年2月2日

Storeowners beware!
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.

FRISKA DESK
イギリス
アプリの使用期間:1年以上
TIDIO LLCが返信しました 2023年2月2日

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.

Best,
Olek
Tidio