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Tidio

Customer service platform combining live chat, help desk ticketing and the Lyro AI agent, which answers questions, recommends products and recovers carts.

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  • Customer support
  • Search & SEO
  • Freemium
  • Free trial

Listing data refreshed Built from public product pages and documentation. SourcesClaim this listing

ecommerceguide summary

Tidio is a customer service platform for online stores, combining live chat, help desk ticketing, Flows automation and the Lyro AI agent. Lyro answers from your own data, pulls the product catalogue for recommendations, recovers carts and runs Smart Actions such as order updates. Chat, email, Instagram, Messenger and WhatsApp share one inbox. It works with Shopify, WordPress, Wix, Magento and Squarespace, with a free plan, Starter from $24.17 a month and a 7-day trial.

Why it stands out

Lyro connects to store inventory to recommend products and runs Smart Actions such as order updates inside the chat.

What Tidio does

ecommerceguide editorial
  • Lyro AI agent answers from verified data and hands off complex cases
  • Product recommendations pulled from your store catalogue in real time
  • Smart Actions cover tasks such as order updates and lead qualification
  • Shared inbox for chat, email, Instagram, Messenger and WhatsApp
  • Flows builder with over 40 ecommerce templates, no code needed
  • Order management, cart previews and discounts inside the conversation
  • Free plan, Starter from $24.17 per month, 7-day free trial
  • Listed on the Shopify App Store; SOC 2 Type 2, GDPR and CCPA

How ecommerce teams could use it

ecommerceguide editorial

Illustrative scenarios written by ecommerceguide from the product's documented capabilities. They are not customer case studies.

  1. DTC apparel brand on Shopify

    Repetitive sizing, shipping and returns questions arriving through the chat widget

    Intended outcomeLyro answers from the store's help centre and product data, and routes judgement calls to an agent with full context

  2. WooCommerce supplements store

    Shoppers leaving items in the cart and asking product questions before checkout

    Intended outcomeFlows trigger proactive messages to save abandoned carts while Lyro recommends products from the synced catalogue

  3. Home goods retailer handling messages on several channels

    Chat, email and Instagram conversations tracked in separate tools

    Intended outcomeTidio brings those channels into one inbox with ticketing workflows, chat assignment and per-channel sales analytics

Who it suits

ecommerceguide editorial

Best for

You run a Shopify, WooCommerce, Wix, Magento or Squarespace store and want live chat, ticketing and an AI agent in one platform, starting on a free plan.

Probably not for

You need voice support or a platform outside Shopify, WordPress, Wix, Magento and Squarespace, as Tidio's documented channels are chat, email, Instagram, Messenger and WhatsApp.

Business size
Any stageTidio states plans run from a free tier to Premium with custom limits, priority SLAs and contact-sales pricing.

Tidio pricing

From the vendor

As published by the vendor. Checked . Confirm current prices on the vendor's site.

Model
Freemium
Try before buying
Free tier, 7-day free trial
PlanMonthlyWhat is included
Free$050 Billable conversations
Starter$24.17100 Billable conversations
Growth$49.17From 250 Billable conversations
Plus$749Custom Billable conversationsContact sales for custom pricing.
PremiumNot listedCustom Billable conversationsContact for pricing.

The plans include a free trial of 7 days for all features.

What the vendor and reviewers say

From the vendor

Customers named by Tidio

  • Axioma
  • Mattress Next Day
  • Cove
  • Pastreez
  • Secureframe
  • Global Travel
  • Integratec
  • Suitor
  • Borrowell
  • Game Boost
  • NSI Australia
  • Gecko Hospitality

Named on the vendor's own site (source (opens in a new tab)). Not confirmed with the customers.

Themes in third-party reviews · 9 reviews read

Praised for

  • AI chatbot handles complex product queries when properly trained
  • Offline message handling lets teams action customer requests next morning
  • Interface described as visually polished and on-brand by multiple reviewers
  • Setup and onboarding accessible to non-technical, beginner-level users
  • Automation and chatbots enable continuous 24/7 customer coverage

Common complaints

  • Ticketing interface flagged as needing meaningful UX improvement
  • Pricing sits notably higher than competing alternatives on the market

Summarised from public reviews (opens in a new tab). No rating is given.

Security and compliance claims

  • SOC 2
  • GDPR
  • CCPA
  • AI Pact
  • EU-US DPF
  • CPRA
  • EU AI Act
  • NIST AI RMF

As stated by the vendor (source (opens in a new tab)). Ask the vendor for certificates before relying on them.

Categories and use cases

Alternatives to Tidio

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Sources

ecommerceguide profiles are built from public product information and written for ecommerce teams. We do not test products, and paying never changes where a listing ranks.

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