Both are about talking to customers on your site. But Tidio is a broad support platform (chat + tickets + bot), while Looma is AI chat, smart search and customer recovery built for sales in an online store.
Try Looma free →If you're choosing a chat for an online store, Tidio is almost always on the list — a mature platform with live chat, tickets, the Lyro bot and visual automations (Flows). Looma comes at the task from a different angle: it's not "another helpdesk" but a bundle of AI chat + smart search + remarketing that understands your catalog and works for conversion. Below: a quick take on each, two things only Looma does, a full feature table, a pricing comparison and a verdict on which fits whom.
Tidio is strong where there are lots of requests and you need a full support desk: tickets, branching flows, a big integrations library. It's a universal tool for a support team — and it's good at that.
Looma is strong where the goal is to get more visitors to buy. It doesn't just reply in chat — it understands your catalog and picks products by meaning, catches customers in search (which Tidio doesn't have separately) and brings back those who left without buying. It's a sales tool, not a support desk. Two things set Looma apart fundamentally — and neither is part of classic chat platforms like Tidio.
This is the key thing to understand. Classic chat services (Tidio included) handle the dialog — but don't touch on-site search. And that's exactly where a store loses the most money, quietly and invisibly.
Picture it: a customer ready to buy types a query with a typo, in another language or in their own words — and sees an empty screen. To them the store simply "doesn't have" what they came for, even though it's in stock. They leave for a competitor, and in analytics you only see "0 results" — with no idea how much money just walked out.
Looma adds smart search on OpenSearch + AI to the chat: it forgives typos, understands synonyms, translates and searches by meaning rather than exact string match. The same AI that answers in chat also suggests products in the search bar. The customer types however they can — and still finds it. Tidio has no on-site product search at all, so that leak just stays open.
The second thing chat platforms don't do: most visitors leave without buying — and for a regular chat, that's where the story ends. Looma looks further.
Looma analyzes customer behavior — what they viewed, what they added to the cart, where they dropped off — and helps bring them back: it captures the contact (a lead) even when the operator is offline, and fires return triggers — an email or a Telegram/Viber message at the right moment. So it's not only "answer now" but also win back someone who almost bought. A classic online chat (like Tidio) doesn't play on this field: it's about the dialog here and now, not behavior-based remarketing.
Together, search and recovery close the two biggest leaks in a store — at the entrance (didn't find it) and at the exit (left without buying) — which chat alone doesn't do.
Let's be fair: Tidio is a mature platform with a large ecosystem. If you need a full ticketing helpdesk, branching visual Flows, 120+ ready integrations and a big community — Tidio is confident here. Looma focuses narrower: e-commerce sales through chat, search and customer recovery, not a universal support desk.
| Feature | Looma | Tidio |
|---|---|---|
| AI & chat | ||
| AI understands free-form questions | ✓ | ✓ Lyro |
| Answers from your catalog & knowledge base | ✓ | ✓ |
| Picks products by meaning ("best-rated under $150") | ✓ | partial |
| Drives the dialog to an order | ✓ | partial |
| Proactive messages | ✓ | ✓ |
| Product search | ||
| Smart on-site search (dedicated module) | ✓ | ✗ |
| Typo- and language-tolerant | ✓ | ✗ |
| Search by meaning, not exact string | ✓ | ✗ |
| Customer recovery (remarketing) | ||
| Captures a lead even when the operator is offline | ✓ | partial |
| Customer behavior analysis | ✓ | ✗ |
| Return triggers (email / Telegram, Viber) | ✓ | ✗ |
| Product understanding | ||
| Product feed import | ✓ | via integrations |
| Auto-builds attributes, synonyms, categories | ✓ | ✗ |
| Uses ratings & reviews in recommendations | ✓ | ✗ |
| Operators | ||
| Handoff to an operator with full context | ✓ | ✓ |
| AI helper for the operator (rephrase, translate, tone) | ✓ | partial |
| Quick-reply templates | ✓ | ✓ |
| Chat reminders with push | ✓ | partial |
| Insert products and files into the dialog | ✓ | ✓ |
| Channels | ||
| Site, Telegram, Viber, Facebook, Instagram, email | ✓ | ✓ FB, IG, WhatsApp, email |
| All dialogs in one inbox | ✓ | ✓ |
| Support & automation | ||
| Helpdesk / tickets | — | ✓ |
| Visual flow builder | basic | ✓ Flows |
| Ready-made integrations catalog | key ones | ✓ 120+ |
| Calls | ||
| Browser calls from the site and messengers | ✓ free: site, Telegram, Viber, Messenger, Instagram | ✓ video/voice in the widget |
| AI answers calls by voice | ✓ optional, 17 credits/min | not listed |
| Call transcripts and analysis | ✓ automatic, every call | not listed |
| Languages, analytics & price | ||
| 40+ languages automatically | ✓ | partial |
| Dialog & search analytics | ✓ | ✓ chat |
| Built for e-commerce sales | ✓ | partial |
| Pricing model | plans from $29/mo, unlimited operators + credits included | per conversation + Lyro AI separately |
Tidio data is as of 2026-10-03; verify current features and prices on Tidio's official site.
Tidio (as of 2026-10-03, prices with annual billing; monthly billing is about 20% higher): a free plan up to 50 conversations/mo; Starter — from $24.17/mo (100 conversations), Growth — from $49.17/mo. The Lyro AI bot is billed separately — from $32.50/mo. So chat plus AI together start around $55–60/mo, and cost grows with conversations and operator seats.
Looma: fixed plans — Starter $29/mo, Growth $59, Business $149, Enterprise on request. Plans scale with your catalog size and number of channels, not per operator (unlimited operators on every plan). AI conversations and search run on credits included in the plan. The key point — smart search and customer recovery are part of the platform, not separate add-ons like the competitors’ AI. Calls from the site and messengers are free for operators; the AI that answers by voice costs 17 credits per minute. Current plans are on the pricing page →
If the goal is to sell more in an online store: AI chat + smart search + customer recovery that understand your catalog, meaning-based recommendations, 40+ languages and transparent plans from $29/mo. When what matters isn't just answers but conversion to orders.
If you need a broad support desk: chat + tickets/helpdesk + branching flow scenarios and a big integrations library, and a separate product search, deep catalog understanding and remarketing aren't critical.
Tidio data was collected from the official website as of 2026-10-03. Prices and features may change — check the Tidio website. Calling data as of 2026-10-18.
Want to see Looma as a whole — chat, search and analytics in one tool? Start here: What is Looma → or the guide to online chat for online stores →
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