Reviews (1,940)

Overall rating
4.6
Counts per rating level
  • 88% of ratings are 5 stars
  • 6% of ratings are 4 stars
  • 1% of ratings are 3 stars
  • 2% of ratings are 2 stars
  • 3% of ratings are 1 stars
What merchants think

Feedback submitted

Merchants highly recommend this app for its live chat and AI chatbot features, noting significant improvements in customer communication and increased sales. They praise its user-friendly interface, customizable chat options, and mobile support for on-the-go communication. While there are occasional glitches, the responsive customer support team is effective in resolving issues, enhancing the app's reliability and merchant satisfaction.

July 12, 2021

I really like this app. Amazing dashboard. Every is easy and looks really cool. It has one minor flaw though - it doesnt have multilingual dynamic translation. For me being an EU merchant - it is vital that the chat translate any language while chatting. Meaning - I type in English - customer translate in e.g. Spanish. Spanish is translated to English and English back to Spanish live and dynamically. If this is not an issue for you - then Tidio is perfect and highly recommended.

DealbaDent
Sweden
About 1 year using the app
TIDIO LLC replied July 12, 2021

Thank you very much for the feedback, it will help us develop in the future :)

January 14, 2019

very helpful app especially when im running my own website. and their customer services are beyond helpful. love it.

TJtech
South Korea
18 days using the app
March 14, 2023

Great app! great customer service, i would highly recommend getting tidio on your store if you are looking for a reliable live chat feature for your website!

OnTarget
United Kingdom
18 days using the app
TIDIO LLC replied April 6, 2023

Hi there! Thank you for the great review :) We are glad to hear you like the app and you know you can always count on us to help!

January 11, 2023

I've Installed this app on my website: https://hubizy.com
it's really brilliant and I hope they make it free forever.

Hubizy
United States
18 days using the app
TIDIO LLC replied January 23, 2023

Hi there! Thank you very much for the kind review :) We're happy to hear that you like the app. Just so you know, Tidio can be used for Free for as long as you like! Chris

May 31, 2020

The apps was awesome to me. But don't know why stated free plan forever and i been notified that trial end in few days. Sad...

Hudds Store
Malaysia
18 days using the app
May 29, 2017

Excellent product and excellent support. They have even combined it with functions like marketing automation and a nice semi-transparent design. Thumbs up!

Authentic Dk
Denmark
18 days using the app
Edited August 1, 2023

I left 6 months ago because all the replies to mobiles were jumbled and went with shopify inbox. Now its gone i've had to come back but i have the same problem. No one can read my replies via mobile. Also I find alot of the replies go to peoples junk mail and they never see them. I think its better to reply in the app.

purfitcovers.com
Australia
Over 1 year using the app
TIDIO LLC replied October 15, 2021

Thank you so much for the 5-stars! We always do our best to help our customers as soon as possible

December 13, 2022

Incredible app, super easy set up and great UX. I've used Tidio at two companies I've worked at plus my own and it's the best app of its kind that I've tried. Their customer support is amazing too: big shout out to Mike for all his help!

collect.
France
18 days using the app
TIDIO LLC replied December 14, 2022

Hi there! Thank you so much for the kind review :) It's great to know that you like our app so far, and that Mike provided amazing support when you needed it. Let us know in case you need any further guidance :) Chris

Edited February 2, 2023

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
United Kingdom
Over 1 year using the app
TIDIO LLC replied February 2, 2023

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

December 28, 2022

Really useful,
I bought the Pro Package and helped me to improve the quality of my website.
The support is very quick to help :)

Blenderful Boutique
France
17 days using the app
TIDIO LLC replied January 10, 2023

Hi there! Thank you very much for the great review :) We're happy to hear that Tidio improved your website experience. Let us know if you have any other questions. Chris