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Olark Reviews: 4.3/5 — Solid Choice
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 |
API
|
|---|---|
| Segment |
Small Business
Mid Market
Enterprise
|
| 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 |
Compare Olark with other popular tools in the same category.
I like that you can.... -See the customer's screen -See info about what browser/system they use -Easily learn the ropes of how it works
I don't like that you can't do a shift/enter in the chat so that you enter within a comment. It just posts it no matter what
Easy access to Customer Support. HUGE HUGE benefit!
Nice and simple web chat plugin. It's affordable and (so far) I've found it relatively simple to customize.
Whilst I'm in trial mode, I've not found anything that I don't like. So far so good!
Looking for ways to get visitors to stay on the website for longer and capture their attention.
Olark is the simplest chat website plugin on the market. We were able to add the code and get started affordably while customizing the chat to fit our website. After upgrading from the free version we were able to adjust the account and prospect engagement based on our needs. We now also added the chat functionality to our marketing pages and blog as we're generating leads and moving them along in the sales process.
No major things to dislike. We've already upgraded and moved to more advanced functionality.
Capture attention of website visitors to ask their questions as they have them before you lose them. This results in both new lead generation and lead nurturing for existing ones.
Flexibility of setup options. Easy integration with our website. Generally high service availability. And accessibility (via live chat), responsiveness and technical ability of the vendor's customer service agents.
A very nitpicky feature request, but one I personally find disappointing that it's not there: Would prefer audio notifications of new chats only until chat is accepted; is not necessary (for us) to have an audio notification of every chat transmission sent by a website visitor once the chat is accepted. Leads to a lot of muting of agents' computer sound, which causes them to miss notifications of new chats.
I believe we have better engagement with users and prospects with this system.
Easy and friendly user experience allows for a seamless chat experience.
That the messages are broken up into segments when shown on the screen.
First had experience with students, parents, educators allows for another form of interaction.
I like the enabled notifications. It is extremely helpful to have a popup notifying me of a new chat. I also enjoy the feature of putting my status in away if I am idle for a certain amount of time. I like being able to see which pages the guest has visited on our website.
I wish that from the main chat page I could easily click a button to review previous transcripts instead of having to open a new page and make a few clicks.
I work at a college, and a lot of high school students prefer a live chat option so for us it is extremely beneficial to have this as an outlet for them to contact us. It is also convenient for parents who work 9-5 to just hop on our website and ask their questions instead of having to make a phone call. Typically the questions are simple enough that we can simply send them a link.
Olark is a great chat tool. Simple to use, great features, customizeable. The UI is intuitive and easy to use. This tool is very helpful in facilitating business for my organization. The ability to also pull data from the web application for the users that are signed is very useful.
Wish there was the ability to tag users so you know when they come back. Also an easier way to block certain users, we had issues of someone coming on as a prank repeatedly. A more automated way of logging off of chat.
Allows us to serve potential clients while they are on our website, this is extremely valuable. We have had many great prospects that were generated because of Olark. Having chat is a necessary business tool.
Easy to use platform. I like that the message can be customized by the page. I think we get some good engagement with prospects/customers.
I dislike that there's no pop-up or notification if the prospect goes to another tab and I reply. This can often lead to the person leaving and forgetting to come back. Perhaps this feature is available and I'm not aware of it.
Many people have questions when they stop by the website but don't want to fill out a form with all of their information. I think we're able to engage with people earlier and make sure their questions are answered.
Able to utilise this tool on your website straight away, agent interface really ease to adopt
Improvements in reporting for analysis of chats, notifications on chats could also be improved
Transparency of the online journey, instant audience insights, real-time improvements to the website, technical problems instantly highlight, delivering great online experiences
Being able to assign an agent as accepting or not accepting new chats, with the automatic email notification of chats when no one is available to take them
It's a little boxy and customization is not very intuitive
we're able to offer a live chat option to our membership which helps drive down incoming call volume