Tidio and Pylon cater to different customer support needs. Tidio excels in providing affordable live chat and chatbot solutions for e-commerce businesses, while Pylon offers a more comprehensive, albeit pricier, platform for B2B SaaS companies requiring streamlined support across multiple channels like Slack and Microsoft Teams.
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Tidio
Pylon
About
Tidio is a customer service platform designed for small and medium businesses. It uses AI-powered chatbots to automate conversations, answer questions, and offer support to website visitors 24/7. This can help your team manage a high volume of inquiries, potentially reducing response times and increasing customer satisfaction. Tidio also offers live chat, allowing for real-time interaction with customers when needed. Key features include website visitor tracking, customizable automated messages, and integration with popular business tools like Shopify and Mailchimp.
Pylon is a customer support platform designed for growing B2B companies. It allows you to manage customer interactions from various channels like Slack, Microsoft Teams, email, and in-app chat, all within a single platform. Pylon offers tools for tracking customer issues, automating workflows, analyzing support data, and collaborating with your team. It also provides features like a knowledge base, customer portal, and integrations with popular business tools. Pylon aims to help businesses streamline their customer support operations and improve efficiency.
Summary
Main difference
Tidio is a more affordable option with a focus on live chat and chatbot features for e-commerce businesses using platforms like Shopify. Pylon is better suited for growing B2B SaaS companies needing streamlined customer support across various communication platforms like Slack and Microsoft Teams, but comes at a higher price point.
Relative strengths of Tidio (compared to Pylon)
Stronger live chat and chatbot features, including proactive chat and conversational marketing.
More affordable pricing, especially for smaller teams with lower conversation volumes.
Seamless integration with e-commerce platforms like Shopify, catering specifically to online businesses.
Relative weaknesses of Tidio (compared to Pylon)
Limited integrations compared to Pylon, primarily focusing on e-commerce rather than broader business tools.
Less comprehensive customer support management features like a unified inbox across different platforms.
Simpler automation features compared to Pylon, lacking advanced workflows and AI-powered capabilities like tagging and status updates.
Tidio is a customer service platform that excels at automating customer interactions using AI-powered chatbots. This makes it ideal for small and medium businesses, especially e-commerce companies using Shopify, looking to provide 24/7 support. Users praise its easy setup, effective chatbots, and seamless integrations. However, some find the free plan limiting and desire more customization options.
Pylon is a customer support platform designed for growing B2B SaaS companies. It excels at centralizing customer communications from various channels like Slack and Microsoft Teams. Users praise its robust conversation tracking, automation features, and excellent customer support. However, some find the platform expensive and its many features overwhelming. Pylon is best for small businesses and those with a developer-centric customer base.
Best for small to medium-sized businesses (SMBs), especially e-commerce.
Well-suited for e-commerce, marketing, software, and other industries needing real-time customer interaction.
Best for small businesses seeking streamlined customer support.
Ideal for B2B SaaS companies with a developer-centric customer base.
Tidio and Pylon features
Supported
Partially supported
Not supported
Type in the name of the feature or in your own words tell us what you need
Unified inbox for support interactions
Partially supported
Tidio offers a unified inbox but does not explicitly support all the channels listed.
Supported
Pylon offers a unified inbox for various support channels, including Slack, email, and in-app chat.
AI Customer Support Automation
Supported
Tidio offers AI-powered customer support automation with Lyro AI.
Partially supported
Pylon offers AI-powered tools to automate and streamline customer support, but not fully without human intervention.
Live Chat and Proactive Chat
Supported
Tidio offers both live chat and proactive chat, engaging customers in real time and initiating conversations based on their behavior.
Partially supported
Pylon supports live chat, but proactive chat is not explicitly confirmed.
Internal chat
Not supported
Tidio does not support internal chat for users to chat with each other within the software.
Not supported
Pylon does not appear to support internal chat.
Live chat
Supported
Tidio supports the ability for users to chat with website visitors in real time.
Supported
Pylon offers live chat support via a chat widget, enabling real-time communication with customers.
Real-time dashboards
Partially supported
Tidio supports real-time monitoring of some key performance indicators, such as visitor activity and chat interactions, but it does not explicitly mention a dedicated real-time dashboard for monitoring current ticket volume, agent availability, and detailed chat activity.
Unknown
Real-time dashboards are not explicitly mentioned in the documentation.
Browse all features
Qualities
Value and Pricing Transparency
-0.34
Rather negative sentiment
+0.5
Rather positive sentiment
Customer Service
+0.5
Rather positive sentiment
+1
Strongly positive sentiment
Ease of Use
+0.88
Strongly positive sentiment
+0.94
Strongly positive sentiment
Reliability and Performance
+0.33
Rather positive sentiment
+0.89
Strongly positive sentiment
Ease of Implementation
+0.72
Strongly positive sentiment
+0.67
Rather positive sentiment
Scalability
-0.56
Rather negative sentiment
+1
Strongly positive sentiment
Tidio and Pylon Pricing
Tidio offers a tiered subscription model based on the number of handled conversations per month. They offer additional automation features through their AI Chatbot (Lyro) and Flows, which have their own pricing tiers. A 7-day free trial of all features is available.
Plans
FreeFree
Includes 50 handled conversations monthly, basic analytics, live visitors list, operating hours, live chat support, 50 one-time Lyro AI conversations, and 100 Flows visitors monthly.
$29/moStarter
Includes 100 handled conversations monthly, basic analytics, live visitors list, operating hours, live chat support, 50 one-time Lyro AI conversations, and 100 Flows visitors monthly.
$59/moGrowth
Includes up to 2,000 handled conversations monthly, advanced analytics, power features, optional no-branding add-on, permissions, same AI & automation limits.
$749/moPlus
Includes custom conversation quotas, dedicated Success Manager, custom branding, multisite support, departments, multilanguage, open API, up to 5,000 Lyro AI conversations and custom Flows visitors.
$2999/moPremium
Includes unlimited conversations, 50% guaranteed Lyro AI resolution rate, priority support, super admin role, analysis & monitoring, managed Lyro service, up to 10,000 Lyro AI conversations and custom Flows visitors.
Chatbots are effective at automating customer interactions
Seamless integration with Shopify and other platforms
Provides real-time visitor insights and the ability to proactively engage with customers
Pylon offers seamless integration with Slack and Microsoft Teams, centralizing customer communications.
The platform excels at organizing and tracking customer conversations, ensuring no message is missed.
Pylon\'s automation features, like AI tagging and status updates, streamline workflows and save time.
The customer support team is highly responsive and helpful, providing excellent assistance.
Pylon is constantly evolving, with new features and improvements released regularly.
Users dislike
Limited customization options for the chat widget
The free plan limitations can feel restrictive for growing businesses
It can be difficult to keep track of conversations and missed messages can occur
Some users have reported issues with the mobile app logging them out unexpectedly
Pylon can be expensive for its full feature set, especially for smaller teams.
The product has a lot of features, which can be overwhelming for new users. A more gradual learning curve would be helpful.
Limited native integrations beyond Slack, Teams, and Email. More integrations with popular CRMs and support tools would enhance its value.
While the AI features are promising, their accuracy can vary. Some users have reported inconsistencies in AI tagging and status updates.
The mobile app experience could be improved to match the robustness of the web app.
Tidio and Pylon Ratings
G2
4.7/5
(1505)
TrustPilot
2.3/5
(26)
Glassdoor
4.4/5
(62)
G2
5.0/5
(46)
Company health
Employee growth
2% decrease in the last year
54% increase in the last year
Web traffic
2% decrease in the last quarter
28% decrease in the last quarter
Financing
January 2022 - $27M
May 2024 - $20M
How important is native Slack/Microsoft Teams integration?
Native Slack/Microsoft Teams integration is highly important, especially for Pylon's target audience of B2B SaaS companies who often use these platforms for internal communication. Pylon's strength lies in its seamless integration with these tools, centralizing customer support interactions. While Tidio offers various integrations, it does not natively support Slack or Teams, potentially hindering workflow for teams reliant on these platforms. Therefore, for businesses heavily utilizing Slack or Teams for communication, Pylon's native integration offers a significant advantage.
Which product better supports a rapidly scaling customer base?
Pylon is better suited for rapidly scaling customer bases. Its non-functional features explicitly highlight a high scalability score (1.0), compared to Tidio's negative scalability score (-0.56). Additionally, Pylon's substantial employee growth (54.42%) suggests a company actively investing in resources and infrastructure, further supporting its capacity for scaling. While Tidio has a wider range of integrations with platforms like Shopify and Mailchimp, Pylon's focus on core communication channels like Slack, Microsoft Teams, and email, combined with its superior scalability, makes it the more robust option for handling rapid growth.
What are the advantages of Tidio?
Tidio's advantages include its affordability, especially for smaller businesses, with a free plan available. It's praised for its ease of use and setup, along with effective AI-powered chatbots for automating customer interactions. Tidio also offers seamless integration with popular e-commerce platforms like Shopify, making it particularly attractive for online businesses. Finally, Tidio provides real-time website visitor insights and proactive chat functionality.
What are the disadvantages of Tidio?
Tidio has limited customization for the chat widget, and its free plan is restrictive. Users report difficulty tracking conversations, occasional missed messages, and problems with the mobile app. Some users find the pricing structure complex and potentially expensive as their business grows.
Is Tidio cheaper than Pylon?
Tidio offers a free plan, while Pylon's cheapest plan starts at $59 per seat per month. Therefore, Tidio is cheaper than Pylon, especially for small teams or those with limited budgets. However, businesses should consider the limitations of the free plan and whether paid Tidio plans might become more expensive than Pylon depending on team size and feature needs.
Drift is a conversational marketing and sales platform designed to help businesses connect with website visitors in real-time. Offering tools like chatbots, live chat, and email automation, Drift helps businesses capture leads, qualify prospects, and provide instant customer support. Its AI-powered features aim to personalize interactions and improve the buyer's journey. Drift primarily targets B2B companies and focuses on increasing sales efficiency and revenue growth.
Thena
Thena is a customer support platform designed for businesses that primarily use Slack for communication. It allows you to manage customer requests from various sources like email and messaging apps all within Slack. Thena uses AI to automate tasks, such as categorizing requests and summarizing conversations, and provides analytics to track performance. It's best for mid-size B2B companies aiming to streamline their customer support workflow.
Chameleon is a platform designed to help your users get the most out of your software. With Chameleon, you can build interactive guides, in-app messages, and surveys that are tailored to each user's needs. This helps users learn your software faster and reduces the need for support. Chameleon integrates seamlessly with your existing tools and is used by leading companies to improve user satisfaction and drive growth.
HubSpot Service Hub is a customer service platform designed to help businesses manage customer interactions and improve satisfaction. It offers tools like a shared inbox, live chat, and automation to streamline support processes. The platform focuses on providing a unified view of the customer journey and uses AI to automate tasks and provide insights. HubSpot Service Hub aims to help businesses scale their customer service operations efficiently, leading to improved customer retention and business growth.
Zowie is an AI-powered customer service platform designed for e-commerce businesses. It uses chatbots and automation to handle a large volume of customer inquiries, aiming to resolve over 70% of issues automatically. Zowie integrates with various platforms, operates in multiple languages, and provides data-driven insights to improve efficiency and customer satisfaction. It focuses on automating tasks like answering questions, managing returns, and offering personalized support, aiming to free up human agents for more complex issues.
Intercom is a customer service platform designed to improve customer experience and streamline support operations. It utilizes AI in three key ways: an AI chatbot for instant responses, an AI assistant for agents to quickly find information, and AI-powered analytics for support leaders. This approach aims to provide faster resolutions, increase agent efficiency, and offer data-driven insights for optimizing the customer service process. Intercom is suitable for businesses of all sizes seeking to enhance their customer support through automation and AI.
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