Live chat platforms are one of the things that completely revolutionized how people perceived customer support. In case you don’t know, live chat software is a real-time messaging system on websites that allows support teams to directly communicate with customers.
Although this may seem normal for people today, live chat is a huge change to how things were before. People needed to wait a lot of time for a response from a company’s support team. Now, they can get an immediate answer and a real-time interaction. This is convenient for people who need to address a quick concern before buying anything.
Among many other benefits of live chat apps, increase in customer satisfaction and business sales are the most popular ones. That is the reason why it’s now common to see live chat systems on almost all websites.
Regardless of that, though all live chat systems work on the same basis, not all offer the same benefits. The development of new software to increase customer satisfaction is now a competitive field. Hence, people now have different options to choose from, such as Tidio and Tawk.to.
Tidio uses AI to help you answer all your customers’ inquiries and concerns without human interaction. This company aims to help you speed up your success while reducing costs in personnel.
Tawk.to, on the other hand, is for people to get an easy way to answer clients and monitor customer behavior at the same time. Are you looking forward to using one of the two? This is the page for you.
Here, you will learn more about what both options offer and which one is better for your current needs.
Side By Side Comparison Of Both Live Chat Tools
You should know that both Tidio and Tawk.to are excellent options. They offer excellent features and cover the core needs of anyone looking for live chat software.
Our goal is to help you choose the best for your situation. Regardless of which one is better, the best one overall may not be fit for what you need at the moment. That being said, here is a feature comparison between both platforms:
Pricing
The first thing you should know about Tawk.to is that, unlike Tidio, it’s completely free. That means you don’t need to pay anything to get full access to its features. This is definitely odd among live chat platforms since most of them at least have a premium plan.
Tawk.to users get:
- Live chat software with unlimited agents
- Customizable widget design
- Real-time customer monitoring
- Automated trigger and canned responses
- Multi-language support
- Third-party integrations
- File sharing functions
- Mobile app compatibility
- Detailed reporting
- Ticketing system for customer concerns
While most live chat platforms would charge you costly monthly fees for those features, Tawk.to gives them all to you for free. However, that doesn’t mean Tidio is not as good or offers bad deals.
On the contrary, Tidio gives you some of the best features you will ever see in a live chat support software. These are its core ones:
- User-friendly interface with customization options
- Real-time customer monitoring and tracking
- AI-boosted automated chatbot
- Integrations with other eCommerce platforms
- Multi-channel support
- Customizable chat widgets and triggers
- History tracking
- Mobile compatibility
- Basic reporting and analytics
The main problem with Tidio is that, though it has a free plan, you don’t get access to features like live typing, visitor’s notes, visitor’s info, multiple languages and live chat support assistance. This isn’t a great sell being that if you run into issues while using the free plan, you can only reach their team via email.
Tidio’s most popular plan is its Growth one, which is $59/mo. This company’s most expensive plan is Tidio+. It is $499.mo, so it’s meant for big teams to use it. When you get it, you can adjust the AI’s conversation limit and you get a dedicated success manager and other deep features for your live chat needs.
Features
As you can see, the main difference between both options is that one offers the traditional live chat system while the other offers AI support. However, there are other features worth checking on both platforms.
Tawk.to helps you communicate with your team and work together thanks to its knowledge base. With it, you can quickly share anything your co-workers need to know about the client they are handling.
Analytics and reporting are excellent in this software. You can track engagement and sentiment while getting an unlimited history of the clients you talk to. The company gets detailed reporting on the company’s statistics and offers geo-tracking for you to adapt to each customer.
Tidio, on the other hand, has basic reporting and analytics, but they are not as deep as what Tawk.to offers. However, this company focuses on optimizing the live chat service and boosting it with other things. The multi-channel capabilities the software offers prove that.
Apart from that, this software has top-tier integrations with some of the most important e-commerce platforms online. Thanks to that, you can handle all your company’s information in one tab.
User Experience
If there’s something Tidio and Tawk.to share is how excellent the user experience they offer is. Both options are easy to set up and use, so don’t worry about getting lost along the process.
It’s worth noting that agents and customers can access their live chat features from their smartphones thanks to these platforms’ mobile compatibility. Although both companies let you customize your chat widget, Tidio gives you more ways to do it.
In a nutshell, Tidio and Tawk.to give you an intuitive interface suitable for beginners in eCommerce and experienced workers. However, the former offers more customization options for your live chat widget.
Customer Support
It’s excellent to see free platforms such as Tawk.to offering many features for people not willing to pay for live chat software. Regardless of that, it falls short in giving people things they should have in them in the first place.
Tawk.to doesn’t have as many communication channels as Tidio offers, so you mostly can chat with your customers through your website. This is not a problem itself, but companies often appreciate it when live chat software gives them several ways of communicating with their customers.
This software lets you manage several chat pages, though. The idea of the feature is to let you turn your conversations into links you can send to your co-workers in case they need to manage everything from there.
Tidio offers various communication channels to talk to your clients. While you can do it through the website’s live chat, you can also do it through email, Facebook Messenger, Instagram DMs, and WhatsApp.
Reviews-wise, Tidio is slightly better than Tawk.to. Both have four stars and a half on G2, but Tidio has a 4.8 score on Capterra while Tawk.to has a 4.6 one.
As for customer reviews, they tend to speak better of Tidio than they do of Tawk.to. The former barely has any negative reviews, while the latter has a few more.
If you read up to this point and still aren’t convinced, then you should check out this bonus live chat software.
Try Chatway
Chatway is a newcomer to the market that competes with established names like Tidio and Tawk.to. It offers real-time chat functionality with a focus on ease of use, making it a strong choice for businesses seeking a simple and intuitive solution.
In terms of user experience, Chatway provides an intuitive interface that is both modern, easy to use and user friendly. Anyone can sign up quickly to use Chatway live chat at no additional cost, and get to chatting with customers in just a few minutes.
Chatway is currently absolutely free, but additional pricing plans may be introduced in the future. Even on its free tier, Chatway offers many amazing features that rival the likes of Tidio. One of the biggest being that your agents can engage in an unlimited number of conversations on Chatway but they can’t do so Tidio’s plans because each plan has a limit.
Contrary to Tidio’s free plan, Chatway also offers live chat supports to all its users, so that questions can be answered quickly while they get back to interacting with their customers.
Other features include:
- Unlimited Agents: Talk to as many customers and have as many agents on your team as you need, absolutely free.
- Internal Team Communication: Keep your team in the loop with private notes for seamless collaboration.
- Monitor Agent Performance: Supervise chats to ensure your team is delivering top-notch customer service.
- Effortless File Sharing: Send documents and images directly to customers within the chat.
- Multilingual Support: Reach a broader audience by offering chat support in multiple languages.
- Mobile Apps for Everyone: Stay connected on the go with mobile apps for agents.
- Never Miss a Message: Get notified instantly so you can respond to customer inquiries quickly.
- Seamless Integrations: Connect Chatway with the tools you already use, like email and Facebook Messenger.
- Works with All Platforms: Integrates effortlessly with popular platforms like Square, Shopify, Wix, Duda, and more.
If it sounds like the right fit for you, you can get started by visiting Chatway.
Final Thoughts
The main difference between Tidio and Tawk.to is that one uses AI and offers multi-channel communication, so it offers faster answers. However, Tawk.to gives you all its features for free and has excellent reporting and analytics features.
Which one is better for you? It truly depends on what you are looking for. If you want to get the features you would need to pay for in other platforms for free, then you want Tawk.to. This will also help you if you need more information about your clients.
Agents looking for live chat software that gives them fast answers across many communication channels should always go for Tidio. They will need to pay for it, though.
If you liked this blog post, check out our website now. There, you will read more about eCommerce and the different live chat platforms available online.
