Where I Started
As many companies do, I started without any real messaging platform, relying on the various offerings from Facebook (Page Engagement, Group Engagement, and Messenger) and good ‘ol email. That setup served me well and for a lot of folks, these are often the only communication channels needed to run a successful business.
I wanted to do more for customers and that is why I switched to LiveChat for the Club’s new messaging platform.
Tidio Was My Next Move
I rolled out Tidio chat on the Club website. While I could look back and find out exactly when that was, let’s just say that it suited my needs for quite some time. Adding chat had a huge impact (positive) on the Club, allowing me to interact more with customers and answer their pre-sales questions in real-time.
While there are a ton of nice features that come with Tidio, what I liked most was its ease of use, the ability to set up pre-configured “quick responses”, and the overall aesthetics of the application (Chat Widget, Back-end Dashboard, etc.).
However, Tidio had some missing features that were deal-breakers for me.
Tidio Deal Breaker #1 – Screenshots
Tidio does not allow you to paste screenshots directly into the chat widget. Huh? Yep, how is that not possible?
If you want to share a screenshot with your customers, you must first save the screenshot, and then add it as an attachment. This is a major productivity killer, as you can imagine, and is a feature I’ve been asking them for since mid-to-late 2020.
It’s 2022 and this should be a standard feature for any chat widget solution.
Tidio Deal Breaker #2 – Managing Multiple Websites
Tidio provides a half-executed way of allowing you to manage multiple websites under a single account. The problem is you need to switch profiles before you can communicate with customers from a particular website. This is another productivity killer and the only way around it is to log into as many places as it takes (web browser, mobile app, desktop app, etc.) until you have all of your websites covered.
Now, this may not seem like a deal-breaker at first glance, but if you are out and about on your phone, there is no way to interact with customers from multiple websites in real time. You essentially live in one website profile for real-time communication and just sit there and wait for emails to come through for your other website profiles. Not ideal.
This is another feature that they said was added to the development list long ago and there seems to be no traction on it for whatever reason.
LiveChat has the best solution for managing multiple websites that I’ve evaluated.
LiveChat Is Where It’s At
I rolled out LiveChat for the Club, on September 21st, 2021.
After months of going back and forth between a few solutions in terms of research and testing, I’m extremely happy that I found LiveChat. So much so, that I partnered with LiveChat to bring a discount to the Club community, as well as joined their Partner Solution Program to gain even more knowledge and interaction with the LiveChat team.
While I could go on and on about the power of LiveChat, I’ll let my How to Improve MyListing Website User Engagement With LiveChat guide do most of the talking.
Tidio served me well for quite some time and overall I think it’s a really good solution that will work perfectly well for some businesses. For me, it needed to do more.
In order to for me to be able to provide the best service possible, I needed a messaging platform that not only had the feature set I was looking for right at that time but also one that would challenge me to branch out and do more.
It also wouldn’t hurt for that solution to be clearly poised for future success in the market and with a customer roster that includes the likes of McDonald’s, PayPal, Adobe, etc., LiveChat is in good company.