Tidio vs Pylon

by Gralio Feb 03, 2025

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.

At Gralio.ai we help to simplify your decision-making process by offering detailed, side-by-side software comparisons like this one, to help you confidently choose the tool that aligns with your business goals.

This comparison was created by analysing 1577 reviews and 60 websites, saving 9 hours, 15 minutes of reading.

Logo of Tidio
Tidio
Logo of Pylon
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.

Who is using Tidio and Pylon?

Who should use Tidio VS. Pylon

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.

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

User sentiment

Rather negative
-0.34

See full Pricing page

Pylon offers support system for various sizes of teams. The pricing is per seat and billed monthly or annually (with a discount).
Plans

User sentiment

Rather positive
+0.5

See full Pricing page

Tidio and Pylon review insights

1551 reviews analysed from

Users love

  • Easy setup and intuitive interface
  • 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.

Alternatives to Tidio and Pylon

Logo of Drift
Drift
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.
Logo of 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.
Logo of Chameleon
Chameleon
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.
Logo of HubSpot Service Hub
HubSpot Service Hub
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.
Logo of Zowie
Zowie
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.
Logo of Intercom
Intercom
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.

How are we doing?

Is this information helpful to you? Is there anything we are missing?
Did this help you select your product?
Other issues? Vote & Let us know