If you run an online store, customer service can either boost your conversions or drag down your brand. In 2025, shoppers expect instant responses, clear answers, and real-time support. That’s where Tidio comes in. It’s an all-in-one platform that blends live chat, AI-powered automation, and multi-channel support designed specifically for e-commerce businesses. In this guide, we’ll break down how Tidio works, what features it offers, and why it’s become a go-to customer support tool for Shopify and WooCommerce store owners.
What Is Tidio?
Tidio is a customer support platform built for e-commerce. It combines live chat, a help desk, automation flows, and an AI chatbot named Lyro into a single dashboard. It integrates directly with Shopify, WooCommerce, BigCommerce, and other platforms, allowing you to manage all your customer conversations from one place. It’s ideal for small to mid-sized stores that want to respond faster, reduce support tickets, and create a better buyer experience without hiring a full-time team.
Starting at $29/month
Start for free
Key Features
Live Chat & Unified Inbox: Manage real-time conversations from your website, email, and social media in one place.
AI Chatbot (Lyro): Automate up to 70% of customer inquiries using AI trained on your content.
Visual Flow Builder: Create custom chatbot workflows with a drag-and-drop interface—no coding needed
Why We Recommend It
Tidio helps small and medium businesses provide instant, 24/7 support without hiring extra staff. Its combination of live chat, AI automation, and easy setup improves customer experience and boosts sales.
Pros & Cons
- User-friendly interface with quick setup
- Handles multiple channels (website, email, Messenger, Instagram)
- Free plan available for up to 100 conversations per month
- Advanced features like analytics and branding removal require higher-tier plans
- Lyro AI and Flow Builder cannot be used simultaneously
- Integration with some CRMs may require third-party tools like Zapier
How to Get Started with Tidio
Setting up Tidio is fast and beginner-friendly. You can be up and running in under 10 minutes.
Here’s how:
- Go to Tidio.com and sign up.
- Answer a few onboarding questions about your store and customer support goals.
- Customize your chat widget with your brand colors.
- Connect your Shopify or WooCommerce store with one click.
- Activate pre-built automation flows and your live chat widget.
No coding or tech experience is required.
Meet Lyro: Your AI Customer Support Agent
One of Tidio’s most powerful features is Lyro, their built-in AI chatbot. Lyro can automatically respond to up to 70% of customer questions, saving you time and improving response speed.
What Lyro can do:
- Answer FAQs like “Where’s my order?” or “What’s your return policy?”
- Respond in multiple languages.
- Escalate complex issues to human agents.
- Learn from customer conversations and improve over time.
If you’re running a one-person operation or don’t have a big support team, Lyro acts like an extra team member working 24/7.
Live Chat & Multi-Channel Support
Tidio’s live chat feature lets you talk to customers in real time. You can see which pages they’re browsing, what country they’re in, and even what products they’ve viewed. But it’s not just limited to your website.
You can manage conversations from:
- Instagram DMs
- Facebook Messenger
- Website chat
All in one inbox. This helps you keep communication streamlined, no matter where your customers message you from.
Automations That Actually Work
Tidio lets you set up automation flows that run in the background. You can trigger chats based on behavior, time spent on a page, or previous actions.
Examples:
- Send a discount code when someone abandons their cart.
- Pop up a greeting when someone lands in your store.
- Collect feedback after purchase.
- Answer frequently asked questions without lifting a finger.
The automation builder is visual and easy to use, even if you’ve never set up a chatbot before.
Help Desk & Shared Inbox
Tidio isn’t just for quick chats. It also includes a ticketing system for longer or more complex customer issues.
With the shared inbox, your whole team can:
- Assign tickets
- Prioritize by urgency
- Track response times
- Make sure nothing gets missed
If you’ve ever struggled to stay organized with customer emails, this alone can be a game-changer.
Insights, Analytics & Personalization
Tidio’s analytics tab gives you a clear view of how your support is performing:
- How many chats are being handled
- Response times
- Customer satisfaction trends
You’ll also get insights into:
- Which pages do people visit
- Where they’re located
- What products are they interested in
You can use this data to tailor your messages and boost conversions.
Real-World Example: Fitness Store Boosts Conversions
In the video, the presenter shows how a Shopify store selling fitness gear uses Tidio to:
- Greet visitors with an automated chat
- Answer questions about shipping and sizing
- Recover abandoned carts with coupon messages
- Follow up post-purchase to get reviews
This isn’t just about support, it’s about driving more sales with smarter communication.
Tidio Pricing in 2025
Tidio offers a free plan with access to basic live chat and automation tools. If you want more advanced features, there are three main paid options:
- Growth Plan: Starts around $29/month. Includes more conversations, analytics, and basic automation.
- Plus Plan: Unlocks full support tools, automation, and more user seats.
- Premium Plan: Built for scaling businesses with custom needs.
Lyro AI and Automation Flows are priced separately based on usage. You only pay when they’re active and engaged in conversations.
Pros and Cons of Tidio
Pros:
- Easy to set up and use
- Combines live chat, AI, email, and social messaging
- AI handles most common customer issues
- Scales with your business
- Boosts conversions with real-time interaction
Cons:
- Notification delays on mobile (reported by some users)
- Reporting tools could be more detailed
- Free plan has limited conversation limits
Final Thoughts: Should You Use Tidio?
If you’re running an e-commerce store in 2025 and want to deliver fast, personalized support without burning out your team, Tidio is 100% worth testing. It saves you time. It improves the customer experience. And it can actually help you make more sales. Start with the free plan, connect it to your Shopify or WooCommerce store, and activate a few automation flows. Once you see how much time it saves, upgrading becomes a no-brainer.
