Prime 4 Tidio Alternate options Based mostly on 27,000+ Critiques

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With clients quickly shifting their service encounters to social media, companies have the chance to harness these channels to reinforce the standard of their service (See determine under).

Image of platform that are most effective for building a community on social media.

Supply: HubSpot and Brandwatch.1

Tidio is among the social customer support software program firms; however, with dozens of options available on the market, Tidio could not place itself as probably the most appropriate vendor for every firm. Customers and executives could excel and consider different merchandise with various social media customer support options to create optimistic buyer experiences.

This text dives into the options, person scores, and pricing of Tidio together with its prime 4 rivals to offer firms with vendor insights.

Comparability of Tidio and its prime 4 alternate options

Desk 1: Comparability by market presence

Distributors Complete variety of staff* Complete critiques** Common scores** Ease of use*** High quality of help*** Free trial Pricing: begins from per seat/month
Tidio 179 1,827 4.8 9.4 9.4 7-day $29.00
Zendesk Assist Suite 6,275 10,321 4.3 8.5 8.4 14-day $55.00
Salesforce Service Cloud 70,443 4,593 4.4 8.1 8.1 30-day $25.00
Freshdesk 12,917 6,753 4.4 8.8 8.8 14-day $15.00
Intercom 1,324 4,041 4.4 8.9 8.7 14-day $39.00

*Based mostly on the whole variety of staff on LinkedIn as of 11/14/2023.

**Based mostly on the whole variety of critiques and common scores on Capterra, Gartner, and G2 software program evaluation platforms as of 11/14/2023. 

***Ease of high quality and high quality of help information is predicated on G2 scores as of 14/11/2023.

Desk 2: Comparability by options

Distributors AI chatbot Social media monitoring Alternative monitoring Case Administration Superior analytics # of integrations* Supported languages
Tidio Add-on In premium plans In premium plans 350+ 6
Zendesk Assist Suite Add-on In premium plans In premium plans 1200+ 30+
Salesforce Service Cloud Add-on In premium plans In premium plans 2500+ 35+
Freshdesk Add-on In premium plans 650+ 30+
Intercom In premium plans 350+ 44+

Notice: With Tidio on the prime adopted by sponsored distributors (Zendesk Assist Suite and Salesforce Service Cloud), different options are sorted in descending order based on the whole variety of critiques.

Disclaimer: Tidio is positioned on the prime of the record adopted by sponsored distributors (Zendesk Assist Suite and Salesforce Service Cloud), different alternate options are listed in descending order given the whole variety of critiques they’ve.

Vendor choice standards

Contemplating the quite a few social customer support suppliers out there available in the market, the record above has been narrowed down primarily based on the seller standards listed under to help companies in making extra correct choices.

  • Worker measurement: 150+ staff on LinkedIn
  • Variety of critiques: 1,000+ whole critiques on Capterra, Gartner, and G2. 
  • Common score: 4.0+/5 on Capterra, Gartner, and G2.
  • Ease of high quality and high quality of help score: 8.0+/10 on G2.

What’s social customer support software program?

Social service software program is a system that enables human representatives to reply to any questions clients could have about services or products through social media channels corresponding to reside chat, electronic mail, messages, or boards.

Tidio

Tidio is a customer support software program utilized by over 300,000 organizations that permits help brokers to reply to shopper inquiries throughout many channels, together with social media. 

Tidio gives social media service and reside chat software program options, together with real-time chat buyer conversations with as much as 50 customers (in free trial), clever chatbot classes with as much as 100 customers, a ticketing system, and 350+ third-party app integrations.2

Professionals

Low-code / no-code: Customers with no prior programming expertise respect the truth that they will make the most of the platform with a no-code drag-and-drop interface.3

Buyer help: Customers declare that Tidio’s help group offers strong service. They’re consistently open to suggestions and often reply to questions.4

Dwell chat performance: Customers say that they had been in a position to rapidly talk with potential clients and deal with any inquiries that they had in regards to the merchandise with Tidio’s reside chat app.5

Cons

Pricing mannequin: Some customers discover the pricing fashions difficult, expressing that they’ve had problem figuring out the distinction between what options they obtain with a paid mannequin.6

Restricted options: Some customers spotlight that the free plan has restricted options noting that Tidio doesn’t combine with Twitter, and the cellular widget has low customization choices.7

Inadequate performance: Some customers complain in regards to the useful drawbacks of Tidio corresponding to restricted language help, inaccurate replies, and shortcomings in coping with difficult inquiries.8

Person Scores

  • Capterra: 4.8/5
  • Gartner: No data is obtainable
  • G2: 4.7/5

Pricing (per seat/month)

Starter: €29.00

Communicator: €25.00

Chatbots: €29.00

Free trial: 7-day9

Prime 4 Tidio alternate options

1- Zendesk Assist Suite

Zendesk Assist Suite is designed to offer customer support by way of quite a few social media platforms together with Instagram, WhatsApp, Fb, and X.

With Zendesk Assist Suite, every social media message could be transformed right into a service ticket that may be dealt with from the shared mailbox. Customers with entry to the inbox could deal with inquiries by leveraging chatbots, digital assistants, and self-service automation capabilities.

Zendesk gives social customer support options corresponding to “Reply Bot”, a customizable automated chatbot, that may be built-in into your software program, cellular utility, and social channels. It will possibly help with deflecting tickets by directing web site guests by way of a dialogue to enhance their help requests, recommending self-service steerage, and pull buyer information out of your clients earlier than offering them to a reside agent. 

Determine: Reply chatbot producing personalized texts

Image of Answer chatbot generating customized texts/

Supply: Zendesk10

Professionals

Automation: Customers respect the truth that Assist Suite can create particular queues, in addition to configure macros and automatic triggers, and use robotic course of automation (RPA) for service desk requests.11

Zendesk Support Suite

Built-in communications with chatbots: Customers respect the built-in electronic mail and chat instrument, and the flexibility to handle precious reporting with automated chatbot responses.12

Person interface: Whereas few customers complain that the platform has a fancy UI design (see under cons part), others understand Zendesk’s person interface as visually interesting to make use of.13

Cons

UI design and navigation: Zendesk Assist Suite doesn’t present sufficient design performance and is way too complicated to make the most of. It’s too tough to make use of and virtually not possible to determine the pathways to take to go the place you’ll want to go, with numerous navigations to comply with.14

Zendesk Support Suite cons

Connection: Some customers complain that the software program’s connection could change into weak or unpredictable, inflicting customers to come across poor efficiency and dropped connections.15

Setup configurations: A couple of reviewers declare that it’s tough to set default system configurations as soon as the system has been applied, inflicting them to have much less flexibility whereas customizing the product.16

Person Scores

  • Capterra: 4.4/5
  • Gartner: 4.2/5
  • G2: 4.3/5

Pricing (per seat/month, billed yearly)

  • Suite group: $55.00
  • Suite progress: $89.00
  • Suite skilled: $115.00
  • Suite enterprise: Customized pricing
  • Free-trial: 14-day17

2- Salesforce Service Cloud

Salesforce Service Cloud is a customer support resolution that features cloud-based social media service capabilities with greater than 70,000 staff and 150,000 registered customers globally.18

The software program can keep buyer interactions throughout a wide range of social communication channels, together with electronic mail, texting, real-time chat, and social media websites, permitting help brokers to maintain monitor of buyer circumstances and reply to shopper requests effectively.

For a month-to-month subscription price, Service Cloud Einstein is among the add-on options that may be included right into a Salesforce system. Einstein automates repetitive operations and offers analytical insights to social customer support groups utilizing real-time analytics, automated workflows, and generative (AI).

Determine: Einstein conversational AI bot interacting with a buyer on a messaging display screen

Image of Einstein conversational AI bot interacting with a customer on a messaging screen/

Supply: Salesforce19

Professionals 

Social customer support AI: A number of reviewers emphasize that Salesforce Service Cloud has efficient synthetic intelligence options, which help them in offering tailor-made social customer support and rising agent effectivity.20

Social media interactions: Customers word that the software program offers highly effective digital engagement and allows seamless communication with purchasers through social media channels corresponding to WhatsApp and Dwell Net Chat.21

Communication monitoring: In line with person feedback, Service Cloud is a strong product for centralizing buyer interplay and easily monitoring numerous streams of communication.22

Cons

Pricing: Some person critiques spotlight that Service Cloud could be costly for small organizations on a restricted funds.23

System reliability: Some customers level out that the platform can change into inconsistent; when tabs are used actively for too lengthy, the system may reset the open tabs routinely.24

Versatile reporting: Some customers state that Service Cloud’s reporting could be improved since they declare the platform doesn’t permit different departments to look at exterior buyer circumstances.25

Person Scores

  • Capterra: 4.4/5
  • Gartner: 4.4/5
  • G2: 4.3/5

Pricing (per seat/month, billed yearly)

  • Starter: $25.00
  • Skilled: $80.00
  • Enterprise: $165.00
  • Limitless: $330.00
  • Free trial: 30-day26

3- Freshdesk

Freshdesk is a buyer help platform with social customer support capabilities that serves companies of all sizes and has over 60,000 clients.27

Freshdesk lets customers have interaction with social media platforms corresponding to Instagram, WhatsApp, and Fb from a single interface, eliminating the necessity to transfer between apps. All vital model mentions, suggestions, likes, and responses from these social channels are then transformed into case tickets. The software program lets customers monitor posts that aren’t directed at what you are promoting however comprise mentions of your model by leveraging social listening. 

Freshdesk additionally gives a chatbot referred to as “Freddy bot” which can additionally help customer support. Freddy makes use of machine studying to “learn” present materials corresponding to data base paperwork and correlate them to what it estimates clients are looking for. The extra discussions Freddy has “learn” or discovered from, the extra correct his prediction might be.

Determine: Freddy chatbot providing ideas associated to a buyer ticket

Image of Freddy chatbot offering suggestions related to a customer ticket/

Supply: Freshworks28

Professionals

Ease-of-use (buyer help tickets): Customers say that every person receives their ticket, making it extremely easy to comply with buyer interactions with the enterprise.29

Multi-channel communication: Customers declare that they’re effectively and quickly able to dealing with chat, electronic mail, telephone, and social media.30

Canned responses: Customers have positively commented on the construction and performance of canned responses.31

Cons

Elimination of X integration: Some customers say that the latest removing of integration with the Twitter/X platform was probably the most vital drawback of the platform.32

Social media integrations: In line with some customers, the combination capabilities with social networking websites could be enhanced, noting that extra complete social media monitoring and engagement choices could be helpful for managing and responding to shopper questions.33

Studying curve: Some customers say that whereas Freshdesk Omnichannel will not be user-friendly, help brokers might have a while to study and alter to the platform, notably if they’re unfamiliar with buyer help software program or have low technical experience.34

Person Scores

  • Capterra: 4.5/5
  • Gartner: 4.4/5
  • G2: 4.4/5

Pricing (per seat/month)

  • Development: $15.00
  • Omni-channel progress: $29.00
  • Professional: $48.99
  • Omni-channel professional: $59.00
  • Enterprise: $69.00
  • Omni-channel enterprise: $99.00
  • Free trial: 14-day35

4- Intercom

Intercom is a buyer help platform with social media service instruments that help organizations in speaking with clients and customers by way of in-app messaging, chatbots, reside chat, messages, and social media.

The platform can routinely ship messages and emails to groups or clients through social media networks, permitting customers to handle all help questions from their inboxes.

Intercom gives a expertise referred to as “Fin”, a built-in chatbot with a reside chat characteristic, powered by a mixture of intensive language fashions corresponding to OpenAI’s GPT-4, which is claimed to resolve as much as 50% of your help queries.36

Determine: Demonstration of Fin AI chatbot

Demonstration of Fin AI chatbot.

Supply: Intercom37

Professionals

AI chatbots: Some customers declare that the Fin AI chatbot has diminished the primary response occasions by 75%, and common decision occasions by 50%. They word that the AI chatbot helps handle social buyer queries and current essential data earlier than they begin the dialog.38

Ticketing system: Customers have positively commented on Intercom’s flexibility, automation, and ticket administration options for organizing their work.39

Interface and workflows: Reviewers complement the platform’s conversational interface and workflows. They are saying that the workflows mixed with conversational capabilities make it easy and pure to speak with clients.40

Cons

Social media integration: Some customers consider that social media platforms corresponding to Fb ought to be corrected since this causes communication gaps.41

Notifications: Some customers comment that Intercom might have particular notification settings.42

Customization: Some customers count on to see extra customization choices out there within the assist heart.43

Person Scores

  • Capterra: 4.5/5
  • Gartner: 4.1/5
  • G2: 4.5/5

Pricing (per seat/month, billed yearly)

  • Important: $39.00
  • Superior: $99.00
  • Professional: $139.00
  • Free-trial: 14-day44

7 in contrast options of Tidio alternate options

1- AI chatbots

AI chatbots are interactive platforms with synthetic intelligence (AI) and machine studying capabilities that ship buyer help through message, voice instructions, or each throughout a wide range of channels, corresponding to model web sites, apps, or social media platforms. 

AI chatbots corresponding to customer support chatbots could handle the person expertise, dialog move, and response time on social media. This enables clients to obtain fast replies on social media websites.

2- Social media monitoring

Social media monitoring is a way for inspecting and responding to company-related social media actions corresponding to vital mentions, feedback, posts, developments, tags, hashtags, and key phrases. 

3- Alternative monitoring (gross sales)

Alternative monitoring for gross sales on social media is a sales-oriented social monitoring method that units up alerts and key phrases to inform you when somebody discusses your model, product, service, enterprise rivals, or some other related points on the gross sales pipeline.

Alternative monitoring options can monitor and consider the web discussions associated to your search phrases, and make the most of companies like Google Alerts or Search Engine Point out to find the newest and correct subjects.

4- Case administration 

Case administration is a instrument that enables customers to help clients, enterprise companions, and inside stakeholders extra rapidly and precisely by assigning a ticket (or case ID) to every help inquiry. Customers can execute case administration initiatives to trace the problems to tickets from the begin to the tip.

Organizations could use the case administration operate in social customer support software program to: 

  • Resolve points extra rapidly
  • Handle every channel of communication.
  • Give brokers a complete perspective of their clients.
  • Show the historical past of the shopper situation.

5- Superior analytics

Superior analytics is the statical research (e.g. predictive modeling, machine studying algorithms, deep studying, enterprise course of automation, and others) of information or content material (picture or voice) utilizing complicated methodologies and instruments, usually past these of normal enterprise intelligence (BI), to search out deeper insights, make forecasts, or develop suggestions. 

6- Software program integrations

Software program integration is the method of connecting one software program utility with one other usually mixed with third-party functions corresponding to CRM and social media software program

7- Multilingual help

Multilingual help is customer support offered by an organization in numerous languages as a part of the whole buyer journey. The objective is to eradicate the barrier to communication in order that international purchasers could clarify their calls for and obtain help of their language.

Transparency assertion

AIMultiple serves quite a few tech firms, together with Salesforce and Zendesk.

Additional studying

Learn our clear, up-to-date articles to study extra about social customer support alternate options and buyer engagement automation.

For extra on customer support, take a look at our data-driven record of buyer expertise software program.

Contact us to search out out extra about social customer support:

Discover the Proper Distributors

  1. The 2023 World Social Media Developments Report with Brandwatch“. (PDF). HubSpot and Brandwatch. January, 2023. Retrieved December 6, 2023.
  2. Free reside chat instrument for all of your conversations“. Tidio. April 13, 2022. Retrieved December 8, 2023.
  3. Tidio Critiques“. Capterra. March 3, 2023. Retrieved December 11, 2023.
  4. Tidio Critiques“. G2. March 31, 2023. Retrieved December 11, 2023.
  5. Tidio Critiques“. G2. January 30, 2023. Retrieved December 11, 2023.
  6. Tidio Critiques“. G2. February 5, 2023. Retrieved December 11, 2023.
  7. Tidio Critiques“. G2. July 14, 2022. Retrieved December 11, 2023.
  8. Tidio Critiques“. G2. January 31, 2023. Retrieved December 11, 2023.
  9. Tidio Pricing“. Tidio. Retrieved December 8, 2023.
  10. Zendesk Neighborhood“. Zendesk. Retrieved December 11, 2023.
  11. Zendesk Assist Suite Critiques”. G2. Aug 18, 2023. Retrieved December 11, 2023.
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  17. Zendesk Pricing 2023“. Zendesk. Retrieved December 11, 2023.
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  21. Salesforce Service Cloud Critiques“. G2. August 10, 2023.  Retrieved December 11, 2023.
  22. Salesforce Service Cloud Critiques“. TrustRadius. June 24, 2022.  Retrieved December 11, 2023.
  23. Salesforce Service Cloud Critiques”. TrustRadius. April 23, 2021.  Retrieved December 11, 2023.
  24. Salesforce Service Cloud”. Capterra. June 15, 2023. Retrieved December 11, 2023.
  25. Salesforce Service Cloud Critiques 2023“. TrustRadius. April 20, 2021.  Retrieved December 11, 2023.
  26. Salesforce Editions & Pricing – Service Cloud Lightning 2023“. Salesforce. Retrieved December 11, 2023.
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  28. Rework your Agent Expertise with Freddy AI“. Freshworks. Retrieved December 11, 2023.
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  34. Freshdesk Critiques”. G2. April 13, 2023. Retrieved November 6, 2023.
  35. Freshdesk Pricing 2023“. Freshworks. December 11, 2023.
  36. How customer support chatbots are redefining buyer expertise”. Intercom. Retrieved December 11, 2023.
  37. Intercom-Fin“. Intercom. Retrieved December 11, 2023.
  38. Intercom Critiques”. G2. March 30, 2023. Retrieved December 11, 2023.
  39. Intercom Critiques”. G2. October 29, 2023. Retrieved December 11, 2023.
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  42. Intercom Critiques”. G2. April 24, 2022. Retrieved December 11, 2023.
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