Why AI-based communication is so trending?
Small and medium-sized companies (SMBs) have found it particularly difficult to respond to their customer service inquiries during the pandemic. According to a Freshworks survey, overall contact volume increased by 71% between February 2020 and January 2021, which is expected to continue. On the other hand, customers have gotten more demanding while remaining sympathetic. According to the same survey, 68 per cent of customer service managers have noticed a rise in client expectations.
Tidio’s Automation Chronology
What should a business do? Automation is one path to perhaps more manageable customer experience duties. Tidio is a platform that aspires to be a one-stop-shop for businesses communicating with customers across many platforms (e.g., email and SMS). Tidio tries to extend customer support operations even at small businesses without the luxury of dedicated personnel by combining live chat applications with AI-powered chatbots and analytics. Tidio's simplicity in terms of execution and structure, according to co-founder and CEO Tytus Goas, sets it apart. Tidio connects to third-party platforms like email providers, Facebook, Instagram, WordPress, and Shopify, allowing teams to manage client interactions from a single inbox. Plans range in price from free for two users to $332.50 per month (paid yearly) for unlimited users and additional features. Tidio is up and running in minutes for most of its customers, and they can view the pricing of their items on the same day. Their impact is twofold: their chatbot feature allows you to expedite communication while also increasing earnings. In addition, their chatbots and sales-generating skills directly impact ROI and help increase gross sales and income, often paying the whole cost of a Tidio membership in only one day.
Tidio secured $25M using the AI Automation
Goas and Marcin Wiktor, who co-founded Tidio in 2013, are the brains behind it. Tidio was born out of what began as a digital advertising firm for small businesses. However, Goas and Wiktor decided to shift and make the tool their main focus when it gathered popularity. Tidio said that it had secured $25 million in a Series B round headed by PeakSpan Capital, with participation from Inovo Venture Partners and InPost CEO Rafa Brzoska, bringing its total funding to $26.8 million.
What difference does Tidio bring into its company?
Tidio generates a list of visitors to a company's website, which owners may use to connect with them in real-time (through chat) or automatically (by email) (via chatbot). A return customer, for example, may receive a "Welcome back" message from the platform, coupled with a unique discount coupon. Tidio also records information such as the source of online traffic, the number of time clients spend on specific websites and the most popular goods. According to Goas, this form of automation may save organisations time on repetitive operations, enabling them to focus on creating client connections instead. Naturally, not all consumers choose to communicate with chatbots, and privacy-conscious browsers may obscure the information Tidio collects for customisation. However, the startup's sales pitch appears to have swayed the more than 23,000 organisations that pay for Tidio, with the platform automating over 86,000 talks in the last month alone. Tidio intends to use the fresh funds to expand its 140-person team and advertise itself. Within the following year, the firm hopes to recruit 100 individuals.
