Introduction
Founded in 2013, Tidio LLC is a worldwide leader in AI ratings powered customer experience and live-chat solutions with headquarters in San Francisco and additional offices in Szczecin and Warsaw. Tidio has over 300,000 businesses in 205+ geographic locations using the platform
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Tidio’s mission is simple, yet potent – to enable businesses to convert more leads, provide better support, generate more revenue, with a very simple automated communications platform – pairing live chat, chatbots, helpdesk tools, and AI intelligence.
Business Overview
What does Tidio Offer?
Tidio is a complete customer communication solution that includes the following key components:
Live Chat: A light-weight, and customizable widget that enables live conversations to anyone in the world, in real-time via any website
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Chatbots & Automation: Visual flow builders for rule-based chatbots and AI assistants to perform tasks, such as lead capture, FAQ’s, cart recovery .
Lyro AI Agent: Tidio’s leading AI , Lyro uses natural language processing to resolve ~67-70% of customer inquiries across multiple channels in 12 languages
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Unified Inbox & Helpdesk: Combines chat, email and social into one visual interface with integrated ticketing, assignment rules, inbox tags, and performance metrics
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Company History & Growth
Launch Year (2013): Introduced as a basic live chat tool that provided live engagement
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Growth: Reached over 300,000 customers and had a team of over 180 staff by the middle of 2025
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Funding: $26.8 million was raised with PeakSpan and Inovo Venture Partners
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Remote-First & AI Development: Transitioned to a remote-first and focused on AI, resulting in the creation of Lyro
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Product Releases: Released more product offerings in addition to Lyro, integration of the Chrome Copilot, and integrations with a large ecosystem .
Key Products & Features
Live Chat & Unified Inbox
Tidio’s live chat has agent features, which include typing previews, canned replies, visitor tracking, and branded messenger widgets
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. The unified inbox integrates messages from websites, email, Facebook Messenger, Instagram, and WhatsApp to enable teams to consolidate messages, improve situational awareness with context, and collaborate on replies
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Automated Chatbots & Flow Builder
The “Flows” visual builder enables businesses to build automated workflows triggered by the visitor actions. These workflows can:
Create proactive greetings to visitors.
Collect customer information through pre-chat forms.
Provide product recommendations or discounts.
Handover to a human agent
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Lyro AI Agent
Lyro is Tidio’s multilingual AI assistant that can respond to up to 70% of inquiries in 12 languages (English, German, Spanish, Portuguese, French, Polish, +6). By training on a company’s FAQ or knowledge base, it can respond to routine inquiries without human intervention – escalating more complicated inquiries to human agents and passing through any context. According to RivalSense, Lyro can operate on a free plan and solves a significant volume of inquiries.
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Helpdesk & Ticketing
The helpdesk allows complex workflows including:
Rules for ticket assignment.
Tagging and contact level metadata.
SLA metrics (first response, resolution rates).
Private/internal conversations between agents.
Shopping shows.
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The team can respond to inquiries collaboratively with chatbots or assigned to other agents with specific expertise.
Analytics & Reporting
Dashboards from Tidio provide relevant information on:
Volume of conversations by channel, agent.
Human and bot transition rate.
What pages visitors view prior to chat interactions.
Chatbot flows, dropoff, conversion metrics.
Response time, CSAT and agent activity.
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Shopping shows.
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From application to forum.
Understanding these metrics can provide critical insights into how to revise workflows, improve team capacity and identify areas of improvement.
Pricing & Plans
Tidio offers a cost-effective, usage-based and modular pricing model:
Free Plan
Live chat with up to 50 conversations/month.
50-flow visitors and ticketing.
Once with 50-conversation Lyro AI allocation.
Paid Monthly Plans
Starter $29/month
100 chat conversations.
Basic analytics and live visitor list
Lyro AI limited allocation
Growth $59/month
250–2,000 conversations.
Advanced analytics, and remove Tidio branding.
Similar limitations to Starter
Plus (≈ $749+/month)
Custom conversation limits.
Multi-language, multiple sites, multi-department support, dedicated success manager, Open API.
Premium (≈ $2,999+/month)
Unlimited conversations.
50% resolution Lyro guaranteed.
10,000 AI conversation, super admin roles, priority support.
All paid tiers provide a 7-day free trial and are billed based on usage and AI consumption. The pricing model is modular, as bills increase with added AI, brand removal, or conversation volume
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Competitive Position & Customers
Tidio’s strong competitive advantage is beneficial for small-to-medium businesses (SMBs) as they offer:
a free tier to support early adoption
scalable plans with human-in-the-loop and automation options
Strengths & Weaknesses
Pros
Easy to use – no coding, intuitive interface and easy setup
Free-Plan Details – great starter pack with usable AI features
Multichannel – chat, email, social all on the dashboard
AI Efficiency – 70% of conversations can be handled by the bot
Lead Generation tools – flow builder can handle offers and forms
Comprehensive analytics – good insights into agents, bots, visitors, and sales
Security – data protection compliant (gdpr, ccpa), ssl encryption encrypted, secure aws cloud storage
Cons
AI Conversation Limits – Free and low-tier plans limit bot usage and volume of conversations may trigger fees or degrade performance
Scale Costs – Plus/Premium tiers are expensive and potentially out of reach for some SMB’s
Performance – occasional slow performance, some reviews note app occasionally is slow (particularly in mobile environments)
Support – one Shopify review noted it took over 30 days to resolve WhatsApp integrations challenges
User Feedback & Case Examples
Competitive Landscape
Main Competitors
Intercom, Zendesk, Drift, Freshdesk, LiveChat, Gorgias, HubSpot Service Hub, Help Scout, Salesforce Service Cloud
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Unique Selling Propositions
Low price point with a high free tier.
Modular price model allowing users to create their own combinations.
Ingress focused tools (cart upselling/dynamically nudging discounts).
12 language capabilities through a multilingual AI – Lyro.
Plentiful integration options across eCommerce and CMS ecosystems.
Although organizations with enterprise-grade solutions may look to Intercom or Zendesk for deeper customization capabilities, CRM integration or internal helpdesk workflows.
Future Plans
Chrome Copilot Extension: This feature will make AI-based suggestions for assistance inside the logic of tools like Zendesk, Gmail, Intercom
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Suggested Structure for Further Exploration
Review pricing compared to comparable platforms: Intercom, Zendesk, Freshdesk.
Calculate ROI based on case studies: Integratec, Gecko, Bella Santé.
Perform technical assessment of Lyro functionality across languages and sectors.
Review user sentiment patterns and improvements based on recent support requests.
