Olark Reviews: 4.3/5 — Solid Choice

We needed a live chat program and Olark gave us just that and at an affordable price too. I like the ui of this program, it is straight forward and easy to navigate. We didn't have to spend days training our staffs on how to use this tool. They picked it up themselves within a day.

Olark doesn't yet have a mobile app. Thus our support team can't connect with customers on the move.

Olark has helped us increase our user to customer conversion rate and also halved our services churn rate.

Olark gives you the ability support your product via live chat. This is huge for our team as we get so many phone calls and emails from users about very small questions or requests that can be answered quickly. Phone calls and email are no where near as quick as live chat! Olark has an amazing interface and user experience. Olark also gives our team sufficient analytics on our users! Pretty awesome stuff.

I would like the ability to have multiple paragraphs in a response to a client. The number of seats you can buy is a bit frustrating, as it doubles from 4 users to 8 users. We have 6 potential users and would be paying for 2 extra accounts. We choose to just make due with 4 users on live chat.

My goodness! Live chat has tremendously allowed for our team to cut the volume of phone calls that some in from our customers. It gives our customers a quick and reliable way to reach us.

I love the user interface ; very self explanatory.Navigation was straight forward and easy to understand.Chat triggers too were effective.

We had issues with customization.Having used alternative programs,there was the feeling more needs to be done customization wise,especially as it relates to pre-chat survey and chat queue.

We converted regular website visitors to customers.This visitors ordinarily would had bypassed our product if we werent live to answer their questions.

This tool was a snap for my engineering team to integrate into our CRM.

That I cannot pull reports based on avg handle time.

Customer response time and first resolution rate.

Only our chat was run through Olark, and it was easy to adjust our settings and chatters to fit our needs.

We couldn't integrate with our help desk center. So we needed multiple platforms running at once.

We were easily able to chat customers at anytime. Proactive chats helped customers reach us first.

Ease of setup was ideal since we needed a quick resolution when our previous platform would no longer work for us.

I wish there were more reporting options and we have the ability to tag chats based on keywords and pages the client was on when speaking with an agent. However, they have added additional reporting features that are helpful.

We needed a way to offer clients omni channel support while fitting in with our brand aesthetic. We have seen an increase in adoption with our clients which get them support faster using a preferred medium. All in all we are happy with the results.

I like that you can choose how many chats you want open at one time

It was really hard to get signed in the first time

Customer support, being able to talk to them right away solves problems faster

I like that you can send the chat to Freshdesk on command.

I don't like that it lets the customer rate the chats. They don't know what they're talking about.

Olark is good for quick problems that the support team can solve: people asking questions, people doing something on our website and needing instruction, etc. It more efficient to use Olark than to talk on the phone or respond to an email for these types of problems.

A major perk of Olark is the ability to search past conversations. This allowed us to follow up with customers after the chat. Additionally, we learned more about the needs of our customers and were able to identify trends that influenced our priorities. Another bonus is its integration with Zendesk, which we were using already for offline support.

Connectivity issues were a problem. We would appear to be offline during hours that we guaranteed support for our users. Often times the "fix" was a process of clearing the cache, cookies, and changing settings, hoping that something would work. This all takes time and users would get really frustrated, which can hurt a business's reputation.

Olark allowed my team to quickly address questions and issues that users had in real time. It was an amazing development for us, as customers saw this as an additional value. Being better informed allowed us to shift our focus and priorities based on their needs.

Olark can be set up in minutes and it provides a simple but effective way to offer on-site chat support to your customers.

There are limitations to the customizations and setting up auto-responses is not a feature in the lower tiered paid versions.

On-site customer support is incredibly important and Olark allows us to provide personal help at the moment of the purchase decision.