Tidio

"Patrons Perspectives" is an interview series in which we learn more about the companies who generously support Craft+Work events.

This edition of Patrons Perspectives features our Global Craft+Work Patron, Tidio. Our Global Patrons are essential to every event we're hosting in 2024, and we honestly couldn't do it without their support. A big thank you to them!

Please introduce yourself and your role within the company?

I'm Olek, and I've been the Head of Customer Experience at Tidio for 10+ years. I'm an expert in customer experience, leading a team that handles 14,000 monthly support requests while maintaining top customer satisfaction.

Win up to 70% of your team's time back with Lyro AI Chatbot

Where are you and the company based?

I'm based in Szczecin, Poland, where the Tidio company was started more than 10 years ago.

Tell us more about what Tidio does for businesses?

Tidio is a customer service management tool. Some of our key features are:

Lyro (AI Chatbot) — An AI-driven chatbot designed to conduct human-like conversations, capable of handling up to 70-80% of common customer queries, which reduces the need for constant human intervention and speeds up response times.
Live Chat — Provides real-time messaging for website visitors, allowing businesses to engage customers directly, answer questions instantly, and improve overall customer satisfaction.
Chatbot Flows — Fully customizable automated workflows designed to handle a wide range of customer interactions such as answering FAQs, collecting leads, preventing abandoned carts, automating sales and guiding visitors.
Help Desk — Converts customer interactions into tickets, centralizing all inquiries to streamline the support process and help customer service teams stay organized.

What are its main benefits?

Cost-Efficiency — The AI chatbot efficiently handles up to 70-80% of common customer queries, providing quick, accurate responses 24/7. This reduces the need for a large support team, cutting operational costs.
Enhanced Customer Experience — Real-time responses and automated flows ensure that customers get the information they need promptly, improving their experience and increasing the likelihood of repeat business.
Turning Support Costs into Sales — Tidio's live chat and chatbot features actively engage website visitors, guiding them through products, answering questions, and driving conversions. This transforms customer support from a cost centre into a revenue generator.
Centralized Communication — The help desk consolidates all customer interactions, making it easier to manage and respond efficiently.

No-code conversion paths that trigger at crucial moments in the customer journey

What types of businesses benefit most from it?

Tidio primarily serves e-commerce businesses, small-to-medium enterprises, and service providers, aiming to enhance customer support, increase sales, automate tasks and reduce response time by leveraging AI.

How does it integrate with other platforms or systems, especially Shopify?

We offer seamless integration with various platforms, including Shopify, WordPress, and other tools to streamline communication and enhance customer management.

Drive customer satisfaction with Live Chat, ticketing, video calls, and multichannel communication

What's on the roadmap that people should get excited about?

Smart Product Recommendations — We'll soon be able to automatically suggest a range of products similar to the ones a visitor has shown interest in based on Shopify API - making the interactions with a bot more powerful.
Function calling — This feature will significantly enhance our AI capabilities by integrating with other tools in your tech stack. By doing so, we can automate numerous tasks, such as processing refunds, checking order statuses, and managing inventory. Previously, setting up such solutions required extensive coding and five times more effort. We've already identified 15 tasks within our support team that can be partially automated, and other businesses will likely find even more applications.

What should someone do if they would like to learn more or have a demo?

You can contact me directly on Linkedin or book a demo call with the Tidio sales team.