Olark Reviews & Product Details

Most of our chats are handled by a specific team so we don't always get to see what their day to day is like. With the sales force integration we can easily get a look into that to better assist our customers.

No major issues at the moment. If options are added in the future to further the salesforce integration that would be great.

Customer Support

I like the ease of quickly answering clients questions while logged in AND while logged off.

I haven't found anything that I don't like yet

Answering clients' questions that aren't able to be answered from the information on our website.

I like the fact that Olark is nice and simple to setup !!

It could do with more integration with other products

Potential customers can get a response in real-time and they do like this

We are able to customize our customer experience and also that of our employees. We love having sample answers available and getting to limit ourselves to only 3 chats at a time.

There have been a lot of outages in the last few weeks. Olark support was helpful and reached out to us about the problems.

We are much more available for customers and many have said they appreciate this.

Olark is super easy to use and understand. My favorite extension is their shortcut feature. While chatting, you simply hit the semicolon key and all the available shortcuts will pop up. Their system is very modern and fun to use! They also have actions where you can transfer the chat to a different team member, block chatters, or tag a ticket to track issues!

I wish there was a way for an agent to send attachments. This would be super helpful to provide the best and fastest feedback for the customer. Also, there needs to be a way to change the subject of the emails they send you for the offline messages.

Immediate answers for our customers is our goal. Olark gives a targeted chat, which allows you to set up rules to pop up for specific customers. They also offer an offline version. From here the customer can submit a question and you receive an email to respond to. You can personalize the chat as well. You can change the colors, fonts and add names and pictures of your clients. I noticed that when we added a name, people stopped assuming that it was a robot. Olark also integrated with Google Analytics. This is great to see conversion rates. There is a way to email the transcript to yourself or the customer directly from the chat. Olark also has surveys. These are in real-time and the customer is notified once the chat ends. This is great to see immediate feedback.

The chat flow, the way in which chats come in.

I wish you could change the homepage screen.

Customer service work and help with software.

It makes communicating with potential clients much easier, and makes us more approachable

Notifications are sometimes easily missed

Increase number of new clients

It makes exchanging info with customers Quick, easy to learn, effective.

I wish I could make the chat box larger when I’m typinf a longer reply.

Communication with customers

I like how easy this was to install on my site. The analytics are great - especially the integration with Google Analytics. I like several of the extensions and the possibility of integrating chat with other applications. I like that they have free trial. The chat interface and its behavior are customizable to match our site's look and feel and business workflow. You can define the number of users and get billed based on the actual number of users. You can go up and down on the number of of users depending on your needs. Olark's customer service is helpful and responsive.

This product affects page load speed (which slows down my site, although it's true of many website add ons). I wish the pricing was more affordable with larger number of users. I'd like to see more integrations with CRM's - especially with Zoho CRM. Pulling up transcripts is a little slow, but fortunately we don't need to do this very often.

Helps conversion of website visitors to better sales leads. We are able to track conversions on Google Analytics which is quite helpful for optimizing our pages and even digital advertising. It's also works well when an agent isn't available to respond by taking a message via the chat window. It will send an email to us when someone wants to chat (and there is nobody available to take the call).

Olark makes the conversation with the customer effortless and easy. With a polite bubble ping, the employee is not only notified of incoming messages but also able to reach out to existing users that have yet to reach out. You can push the customer to certain pages as well as allow them to share their screen with you. Simple commands using a "!" at the beginning allow for automated responses created by the admin. Transcripts easily upload into customer management platforms such as SalesForce to allow for documentation practices to be upheld. Each chat offers an opportunity to review at the end. This can be monitored by the admin on the home page when the admin logs in. Low chat scores are easily identifiable. Should off-hours be present or they just barely miss an available agent, the chat is swiftly converted into an e-mail that requires follow-up by an agent.

My preference would be for Olark to have its own built-in spell checking method. For example, if the agent had 1-2 typos, it would refrain from allowing them to click on send without fixing them. I would prefer that it would be advanced to check for incorrect use of words or grammatical errors. Although the normal computer program tracks this, I'd recommend installing an add-on to the web browser to ensure additional accuracy when managing a larger team. The notification integration is also poor as it can only be used in specific browsers. Desktop notifications need work.

Olark made us available to our customers in as many forms as possible. For those that prefer online communication, it allows a safe and easy point of contact with freedom to speak without constraints that many chats give. You're speaking with a LIVE person - not a bot!