Chatway Live Chat FAQ WhatsApp vs Tidio ‑ Live Chat & AI Chatbotfor Shopify (2026)
Chatway Live Chat FAQ WhatsApp and Tidio are both Shopify apps designed to improve customer service and boost sales through live chat and helpdesk features. Chatway emphasizes a more direct, accessible approach, focusing on connecting with customers through various messaging platforms like WhatsApp, Facebook Messenger, and even SMS, alongside live chat and a comprehensive FAQ section. It positions itself as a complete customer support solution with mobile app access for agents on the go. Its strength lies in its multi-channel communication and its ability to leverage mobile for live chat support. Tidio, on the other hand, positions itself as a more AI-driven solution, incorporating AI chatbots like Lyro to handle customer queries and provide personalized product recommendations. It features a centralized help desk for managing all customer interactions and focuses on increasing average order value through real-time cart previews and discount code offers. Tidio's core strength is in its AI capabilities and its emphasis on increasing sales through personalized recommendations and chatbot automation. Tidio also offers live video chat, which Chatway does not explicitly state.
At a Glance
Chatway Live Chat FAQ WhatsApp
217 reviews
Tidio ‑ Live Chat & AI Chatbot
964 reviews
Detailed Overview
Chatway Live Chat FAQ WhatsApp
Live chat, helpdesk & FAQ app for live chat customer support. Live chat customer service & WhatsApp.
Key Features
- Access Shopify cart, orders, coupons data & more through live chat support inbox
- Canned responses saved replies & FAQ for better live chat customer support
- Mobile apps for iOS & Android to live chat and provide customer support anywhere
- Chat buttons like WhatsApp, Facebook Messenger, Instagram, Telegram, phone, SMS
- Monitor inbox customer service chats & invite customer support chat agents
Tidio ‑ Live Chat & AI Chatbot
Improve customer experience with a chatbot, AI agent, and live chat in one help desk for your store.
Key Features
- Live chat app—provide live support, resolve issues, and sell via chat and video
- Chatbot integration—create chatbot automation flows and feed your funnel 24/7
- AI chatbot—resolve most customer support issues with Lyro the AI sales assistant
- Help desk software—manage everything from one, easy-to-use, centralized panel
- Real-time omni-channel support—Preview carts, past orders and recommend products
Feature Comparison
| Rating | 4.9/5 | 4.6/5 |
Rating Chatway Live Chat FAQ WhatsApp4.9/5 Tidio ‑ Live Chat & AI Chatbot4.6/5 | ||
| Reviews | 217 | 964 |
Reviews Chatway Live Chat FAQ WhatsApp217 Tidio ‑ Live Chat & AI Chatbot964 | ||
| Focus | Multi-channel Messaging & Agent Accessibility | AI-Driven Sales & Support Automation |
Focus Chatway Live Chat FAQ WhatsAppMulti-channel Messaging & Agent Accessibility Tidio ‑ Live Chat & AI ChatbotAI-Driven Sales & Support Automation | ||
| Key Feature | WhatsApp Integration | AI Chatbot (Lyro) |
Key Feature Chatway Live Chat FAQ WhatsAppWhatsApp Integration Tidio ‑ Live Chat & AI ChatbotAI Chatbot (Lyro) | ||
| Mobile Support | iOS & Android Apps for Agents | Not explicitly stated |
Mobile Support Chatway Live Chat FAQ WhatsAppiOS & Android Apps for Agents Tidio ‑ Live Chat & AI ChatbotNot explicitly stated | ||
| Sales Tools | Offers based on past conversations | Real-time cart preview & personalized product recommendations |
Sales Tools Chatway Live Chat FAQ WhatsAppOffers based on past conversations Tidio ‑ Live Chat & AI ChatbotReal-time cart preview & personalized product recommendations | ||
| Ease of Use | Focus on simplicity and direct communication | Centralized helpdesk, may require setup for AI automation |
Ease of Use Chatway Live Chat FAQ WhatsAppFocus on simplicity and direct communication Tidio ‑ Live Chat & AI ChatbotCentralized helpdesk, may require setup for AI automation | ||
| Value Proposition | Comprehensive customer support across multiple channels | Increased sales through AI-powered personalization and automation |
Value Proposition Chatway Live Chat FAQ WhatsAppComprehensive customer support across multiple channels Tidio ‑ Live Chat & AI ChatbotIncreased sales through AI-powered personalization and automation | ||
| Video Chat | Not explicitly stated | Yes |
Video Chat Chatway Live Chat FAQ WhatsAppNot explicitly stated Tidio ‑ Live Chat & AI ChatbotYes | ||
Our Verdict
For merchants prioritizing broad communication reach and ease of agent access, especially those heavily reliant on mobile support and channels like WhatsApp, Chatway is the stronger choice. Its focus on multi-channel support and agent accessibility makes it ideal for businesses that value direct human interaction and support across various platforms.
For merchants looking to leverage AI to automate customer support, personalize product recommendations, and actively drive sales, Tidio is the better option. Its AI chatbot, centralized helpdesk, and features designed to increase average order value make it a valuable tool for businesses looking to optimize their sales funnel and provide efficient, automated support. If AI and automation are important, Tidio offers live video chat as well.
Common Questions
Which app is better for businesses that rely heavily on WhatsApp for customer support?
Chatway Live Chat FAQ WhatsApp is the better choice due to its direct WhatsApp integration and emphasis on multi-channel communication.
Which app is easier to set up and use for a small business owner with limited technical skills?
Chatway Live Chat FAQ WhatsApp may be simpler to set up initially due to its focus on direct communication channels and less reliance on complex AI configurations. However, the ease of use of Tidio's centralized helpdesk interface should also be considered.
Can both apps access Shopify order data?
Both apps provide access to Shopify order data. Chatway specifies access to cart, orders, and coupons, while Tidio allows previewing carts and past orders.
Which app offers more advanced reporting and analytics features?
Based on the provided descriptions, Tidio seems to offer more advanced features with the AI Chatbot (Lyro), because of its use as a sales assistant. While Chatway may offer basic reporting related to chat history and agent performance, Tidio's AI component likely provides deeper insights.
Which app is better for 24/7 customer support?
Tidio is likely better for providing 24/7 customer support because of its built-in chatbot automation and the AI sales assistant Lyro. Chatway's effectiveness depends on agent availability, though its mobile apps could extend support hours.
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