Olark Reviews & Product Details
Olark is WCAG 2.0 AA compliant, accessible, and GDPR-ready platform touted as the best way to help boost business sales, solve issues and understand your customers. It gives customers the answers they need immediately and helps deliver powerful insights about what they want to build lasting customer relationships.
| Capabilities |
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|---|---|
| Segment |
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| Deployment | Cloud / SaaS / Web-Based, Desktop Chromebook, Desktop Mac, Desktop Windows, Mobile Android, Mobile iPad, Mobile iPhone |
| Support | 24/7 (Live rep), Chat, Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support |
| Training | Documentation |
| Languages | English |
It's easy for clients to write in for help, they get instant access to a team of experts, and the experience is seamless on their end.
It's hard as a user to see who on the team is taking a conversation. There's no real time transcript updating like Intercom. Often, I've typed out a response to a client before I realize someone else already responded, so that was time wasted.
Chat for support for our clients. It's a great solution for them when they need help.
It's simple. There is a low barrier to entry for new users. I wish it could do more in terms of sending content to the user, but it's reliable and it works.
The content we can send is limited. It would be awesome to be able to send photos, GIFs and other content to the user. I also wish the chat bug was a bit smaller and/or we could push it around the screen depending on the page.
I like Olark for communicating with users as they use our product live online. The benefit we get is we are able to head off problems before the user has to call or email us for help.
Embedding live chat with a line of JS is pretty sweet. Helps us communicate with our users by pulling specific ones (triggered by analytics events) into a chat and lets us provide live help within our app! The web interface is good but logs us out too easily. The api is okay and the administration of operators is good. The price is okay, currently still on a free startup plan but will need to pay soon.
NO MOBILE APPS! What year is it, olark? Both on android and iOS you need to use junky 3rd party chat apps that have zero tools for a business communication app. Even firehose chat is better! With happy fox and zopim out there as well, olark needfs to step its game up, heavily. There is no option to not set your opeators to "offline" if they miss a chat, which I should be able to disable. Our operators have permission to skip specific chat topics but this sets them offline!! WHY!? The chat the user sees looks almost "fake" and untrusted. A lot of times users ignore it because they think we'll be a robot on the other end.
Needed to provide support to some users, live as well as trigger chats with specific users we select (sort of like intercom but built in-house). It works okay for both of these, we can in fact chat with them, the experience is just sub-par.