Tidio review: ideal app for Shopify live chat?

Tidio review: ideal app for Shopify live chat?
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In the bustling world of e-commerce, live chat support has become an invaluable tool for businesses. The ability to provide instant assistance and engage with customers in real time can make or break a sale.

Introducing Tidio, an exceptional live chat app designed specifically for Shopify.

Loved by merchants worldwide, Tidio offers a seamless and efficient way to connect with customers, answer queries, and drive conversions.

In this review, we dive deep into the features, benefits, and functionalities of Tidio to help you understand why it's the ideal live chat solution for your Shopify store. Stay tuned as we explore the power of Tidio and its impact on enhancing customer experience and boosting sales.

Tidio App Overview

💻 App name Tidio
⭐ Notable features Live chat, chatbot, conversational AI, analytics and reports, design customization
🛠️ Ease of use Suitable for beginners
💵 Pricing Free plan + other paid plans (starting from $29/month)
📥 Install app Install Tidio

What is Tidio?

Tidio is an integrated live chat, chatbot, and messenger platform.

Since its launch in 2013, Tidio has become one of the most popular live chat apps on the market, with over 20,000 users across the globe. The company focuses on providing an excellent user experience through its intuitive chat widget, seamless Shopify integration, and powerful yet user-friendly dashboard.

Tidio live chat dashboard

Tidio Pros and Cons

Tidio Pros Tidio Cons
✔️ Easy to use interface ➖ Expensive
✔️ Highly customizable ➖ Limited features in free plan
✔️ Seamless integration with Shopify ➖ No phone support
✔️ Multi-channel support  
✔️ Analytics  


There are a number of things we really liked about Tidio -

  • Easy to use interface: Tidio is designed to be intuitive and user-friendly. Even those without much technical expertise can quickly set it up and start using it.
  • Highly customizable: Tidio offers numerous customization options including themes, bots, widgets, and more. You can tweak Tidio to match your brand.
  • Seamless integration with Shopify: Tidio integrates directly with Shopify allowing you to sync customers' data and initiate chats right from the Shopify dashboard.
  • Works on multiple platforms: Tidio supports web, mobile, Messenger, WhatsApp, Telegram and more. This omni-channel ability enables you to engage customers on their preferred platform.


We were really impressed with Tidio, but it does have some shortcomings -

  • Can be pricey for larger businesses: While Tidio has a free plan, larger businesses with higher volumes may find the paid plans expensive compared to competitors. The premium plan costs $35 per agent/month.
  • Limited features in the free plan: The free Tidio plan has limited features including 1 agent, 50 chats/month, and basic reporting. Businesses looking for more advanced functions will need a paid plan.
  • No phone support: Tidio relies on in-app messaging and email support. Phone assistance is not offered. This can be inconvenient for those who prefer phone contact.

Tidio Features

Tidio comes packed with features to enhance your customer's shopping experience and allow you to connect with them in real-time. Here are some of the key features Tidio offers:

Live Chat

The live chat feature allows you to chat directly with customers visiting your Shopify store. This enables you to provide instant support and answers to their questions. Tidio's chat box can be customized with your brand colors and images. You can also set up chat triggers to automatically initiate chats based on customer behavior.


In addition to live chat, Tidio has intelligent chatbot capabilities. You can automate conversations and provide quick answers to common customer queries 24/7. The chatbot can also collect customer details and route them to a live agent when needed.

Tidio chatbots

Email Marketing

Tidio integrates with your email marketing platform, allowing you to capture leads from chats and website forms. It also lets you trigger customized email sequences to prospects and customers.

Conversational AI

One of the standout features of Tidio is its conversational AI capabilities. Tidio offers an advanced chatbot system that uses artificial intelligence to enhance its customer support system.

With this feature, merchants can provide their customers with instant answers to frequently asked questions, even outside of regular business hours. This means you can provide 24/7 customer support effortlessly without sacrificing the human touch.

Analytics and Reports

The analytics dashboard provides insights into your chat performance - number of chats, average response times, busiest chat hours, etc. It also tracks chat sentiment so you can gauge customer satisfaction. Customizable reports allow you to extract key metrics.

Tidio live chat analytics

Customizable Design

You get complete control over the look and feel of the chat widget. Choose chat box positioning, custom brand colors, images, and text. This allows the chat to blend seamlessly with your store's branding.

Pricing and Plans

Tidio offers several pricing options to fit the needs of any business. These include -

  • A free plan with limited features
  • A starter plan at $29/ month with basic functions
  • A growth plan at $59/ month with advanced features
  • A enterprise plan called Tidio+ at $398/ month for custom conversation limits

Tidio live chat pricing

How to Set Up Tidio on Your Shopify Store

Setting up Tidio on your Shopify store is a quick and easy process. Here are the steps to integrate Tidio live chat:

Install the Tidio App

1. Log into your Shopify admin and go to the Apps section.

2. Search for "Tidio" and click to install the free Tidio Chat app.

3. A pop-up will ask you to accept Tidio's permissions to integrate properly. Click approve.

Connect Your Tidio Account

4. After installing, you'll be redirected to the Tidio app page. Click "Get Started".

5. Enter your email and choose a password to create your Tidio account.

6. Alternatively, you can connect an existing Tidio account by entering your credentials.

Choose Your Plan

7. Select the plan that fits your needs. Tidio offers a free plan with basic features, a Team plan, and a Business plan with more advanced options.

Customize Your Chat Widget

8. Tidio provides several widget customization options including colors, sizes, and positioning on mobile vs desktop.

9. You can customize automated greetings, away messages, and chat notifications.

You're All Set!

After customizing your Tidio chat widget, you're ready to start chatting with customers. The Tidio app will automatically sync chat data with your Shopify admin.

Is Tidio Good and Worth Getting?

Tidio really excels for e-commerce stores that want to provide personalized, real-time assistance to boost conversions. It's a great fit for:

  • Retail sites selling complex or customizable products
  • Businesses with high-value transactions
  • Companies with large catalogs or extensive product information
  • Brands focused on excellent customer service
  • Sites with international visitors and multiple languages

Due to Tidio's balance of ease-of-use and customization, it's a smart choice for small businesses all the way up to large enterprises. The free plan makes it accessible for early-stage startups, while the scalability supports growing teams and audiences.

Overall, Tidio provides an impressive live chat platform for Shopify. While alternatives may have more advanced tools, Tidio hits the sweet spot for features, user experience, and affordability.

Tidio Compared to Other Shopify Live Chat Apps

Tidio stands out from other popular live chat apps for Shopify like Zendesk, Intercom, and Drift in a few key ways:

  • Price: Tidio has a free forever plan, whereas competitors like Zendesk and Intercom require monthly payments. The free Tidio plan includes unlimited chats, bots, and basic analytics. This makes Tidio a very budget-friendly option.
  • Ease of use: Tidio is known for its intuitive drag-and-drop editor that makes creating chatbots, greetings, triggers, and workflows simple. Competitors like Intercom have a steeper learning curve. Tidio's simplicity makes it ideal for small businesses new to live chat.
  • Shopify integration: As a Shopify app, Tidio seamlessly integrates with Shopify stores with just a few clicks. Tidio pulls in data from Shopify to personalize the chatting experience. Other tools like Drift require more customization to connect deeply with Shopify.
  • Chatbot capabilities: Tidio comes equipped with powerful chatbot creation tools, allowing you to automate conversations. Other rivals depend more on live agents being available. Tidio's bots help you scale conversations.
  • Customizability: Tidio enables deep customization of chat widgets, triggers, integrations, chatbots, and more. Zendesk and Intercom offer less flexibility out of the box. Tidio lets you tweak the tool to match your brand.

Overall, Tidio balances affordable pricing, ease of use, Shopify integration, automation, and customization better than competitors. For small Shopify merchants, Tidio provides an appealing live chat solution.


Overall, Tidio is a great affordable live chat app for most Shopify merchants looking to increase sales and deliver better customer service. The combination of live chat, chatbots, mobile support, and ease of use makes it an ideal choice for small to medium-sized stores.

Unless you need a shared inbox, advanced analytics, or functionality, Tidio has all the core features you need. It's a worthwhile investment that typically pays for itself in increased conversion rates and sales.

Frequently asked questions

Some key benefits of using Tidio for live chat include:

  • Increased conversion rates - Live chat can help convert more visitors into customers by addressing questions and concerns instantly. Tidio makes it easy to engage visitors.
  • Improved customer satisfaction - Tidio's fast live chat responses can improve customer satisfaction by providing quick assistance. This helps build loyalty.
  • Enhanced customer support - Tidio gives stores always-on customer service right on the website. Shoppers get their questions answered without emails/phones.

User-friendly interface - Tidio has an intuitive dashboard so store owners can easily monitor chats and set up automated messages.

Yes, Tidio utilizes secure protocols and infrastructure to keep chats safe. Data is transferred via HTTPS and stored encrypted. Tidio is GDPR and PCI-compliant for data protection.

Tidio has many live chat use cases for e-commerce stores, including:

  • Providing instant support to customers when they need it 
  • Answering product questions to help shoppers make purchasing decisions
  • Guiding users through the shopping cart and checkout process
  • Capturing leads and initiating sales conversations with visitors
  • Following up with customers post-purchase for satisfaction surveys
  • Qualifying leads through real-time chat conversations 
  • Directing users to the right page or product on your store
About the author
Vanhishikha Bhargava
Vanhishikha Bhargava is a B2B SaaS content marketer and Founder of Contensify, and specialises in working with eCommerce solutions to help establish inbound engines.