Rhinestone Jewelry Corporation review for Tidio ‑ Live Chat & AI Chatbot
June 16, 2025
Inferior support made it difficult to go forward. I have a strong technical background and went through the setup and integrations fine on my own. I had a few questions that I did not see options for. For example "Is there a timeout period in the chat where the visitor asks the first question and doesnt get a response for a long enough period of time that they will be offered the ability create a ticket and be followed up on. Kate in support told me multiple times that it doesn't exist and you need to set your user as being AWAY which is obvious. But users dont always remember this and professional chat systems usually have a time out period and offer this option to the customer. After many "No, we don't have that" answers and me posing the question multiple different ways (15 minutes), she finally told me "yeah, we have that" and then kept forwarding me to the wrong page. My first day and few incidents like that. It was not worth the trouble and I uninstalled. It was a 15 minute waste to setup and make email and dns changes and 30 minutes of suffering with poor support and frustration and I got nowhere and she would not escalate the question. The company needs to hire more carefully, train more carefully and monitor the support reps. This one may have slipped throught the cracks, but I don't have time to play around. The reason that I did not give a 1 star, is that I believe that the product mihgt be good and offers the right features that I needed. But the app includes the whole package and without support becomes useless. Edited 06-16-25: I am editing this review, because of the company's ignorance in addressing the issues mentioned and trying to publicly deflect or discount their shortcomings. 1. What you are saying that I called a timeout included with a full explanation in the chat is EXACTLY what you are calling a FALLBACK FLOW. If you can not see this, then you too have an issue. 2. The screen shots and url which I showed are EXACTLY the same page yet had different options, perhaps due to a permissions issue or subscription level. 3. Then she asked me for a PUBLIC key, which is not something that we would share. If I have a key that she does not know about, then it is kept secret for a reason. In addition, if you believe what you have said is true, then she had no need to ever ask for a PUBLIC key. The bottom line is that I got inferior support which the company itself hired and trained and is not trying to publicly dilute or discount my review. You surely would have been more successful sending me a personal email and saying something like "We are really sorry about the shortfall that you had with support and we are going to use this information to help improve our support...and once we do, we will let you know and hope that you will consider trying us again". In that case, with that kind of sincerity, I would believe that the company genuinely cares and will take steps to improve and I probably would have removed my review and would possibly try it gain in the future if I didn't find an app that fit the bill in the meantime.
Hi Jeffrey, Thank you for taking the time to share your experience. We’re genuinely sorry to hear that your first interaction with our platform wasn’t a positive one. While we respect your perspective, we’d like to clarify a few key points in fairness to our team and especially to Kate, who was mentioned by name. Our platform does not currently offer an automatic timeout mechanism that changes the agent’s status based on inactivity -- that part is managed manually or via set operating hours. However, what we do offer is a fallback flow (Handle Missed Conversations) that can proactively respond to users when no agent joins the chat within a specified timeframe. This solution was presented during the conversation, and Kate not only never denied its existence but also provided step-by-step guidance on how to find it. We’ve also reviewed the conversation and the screenshots shared. The link was reiterated because the screenshot you sent didn’t match the section being discussed, which naturally led to some clarification. At no point did our agent intentionally mislead or withhold help; quite the opposite. She remained calm, consistent, and tried to assist despite increasing tension. Support is a core part of what we offer, and we take feedback seriously, but it’s equally important to set the record straight when a team member is unfairly characterised. We remain committed to providing helpful, accurate, and respectful support to all users. Since you barely got started, we’d be happy to welcome you back if you ever give Tidio another try. Jack - Tidio
