Olark Reviews: 4.3/5 — Solid Choice

Olark allows you to screen share with your member to show them how to manage their account or process an order.

I wish that the reporting was a little more customizable with questions unique to our company.

We've realized issues with our website faster when customers can ping us and say something isn't working. We've also converted more people that would normally abandon cart by assisting them instantly with the checkout process.

Easy onboard and integration. Allowed us to switch plans without annual commitments

Billing can be confusing but we manage to sort it out. Admittedly, we had to switch plans

Live chat ststem

Olark has a wide array of functions that make it a very valuable live chat platform. Previously, we used LiveEngage by LivePerson, and were very disappointed with its integrations and functionality. With Olark, our sales staff is able to proactively engage website visitors, take them on guided tours of the website, hand off chats to other operators, and use web hooks to import data easily into our CRM (we use Velocify). Their support has been exceptional as well - and all at 1/4 the price we were paying for LiveEngage.

My only complaint about Olark is that they still haven't figured a way around ad blockers. With increasingly aware internet users, ad blockers have become more prevalent. To have our live chat service be blocked for those users is disappointing. I'd hope that this is something they're actively working on, though they expressed little concern when I brought it up to them.

Olark solved two major business problems for us - one being that it corrected the major flaws of our previous software by giving us a much wider array of functionality. The second was that it made it a lot easier to prove ROI from live-chats and justify the ongoing cost to executive management. Between its low price point and huge array of features, Olark is a great value.

Simple, straightforward, and easy to use. They've had a few recent bumps but that's only demonstrated their support is great. PS: their cobrowsing tool is awesome. It's a screensharing app built-in to their app!

Their pricing model is pretty wonky. You buy 1, 4, 8, or 16 seats. It was pretty frustrating to want to add 1-2 users, but not have to leave 2-3 slots open for the next 6 months just because of the model.

We are Support for our customers in the Financial Tech industry. We've realized that live chat is extremely efficient and customers love it. It's terrific to handle inquiries/questions while working on it rather than trying to hop on a phone call or use email.

Shows the online availability within color scheme. Advanced rating system. Easy to integrate with other application's. Very much easy to customize and design with your companies own brand. Accurate visitors analytic. Supports Google Analytics. Mobile responsive. Web based very good live support solution that have features to implement with other framework or applications. Easy to do branding and live supports are on the fly ! Chat operators can easily start chatting through browser and there is no hassle for downloading the application for chatting. Smart notification alerts that works nice with users.

Pricing are too high. Free accounts cannot make conversations more than 20 for a month. Web hook and help desk integration features are available for paid users. Sometimes Chat-bar/ JavaScript loads slowly. Some of the great features are hidden for paid users. Free users have to purchase then could use the features.

Provides live support to clients. Integrate 24 hours live support solutions for valuable customers. Olark has offline based messaging facility that sends emails while clients failed to contact via live support. Easy to integrate and advanced analytics features available for better support. We could track new clients or exists clients as well. Overall, online live supports are managed by the live support software.

Olark integrates seamlessly with Pardot allowing our sales development team to engage in conversations with prospects and easily track the conversation in Salesforce without any manual processes.

We've been using Olark for nearly a year and it has been meeting our needs very well.

We started using Olark as part of our demand generation strategy to improve conversion on our website. We have just started using it to route chats to our customer service team.

Like the ability to change notification m,method and it's prompts for starting a chat are excellent.

The only drawback would be the the ease of setting up new preferences.

Getting communication with a young diverse crowd of students.

Overall I was satisfied with Olark for our chat service but determined it just didn't fit right with our agency. What I did like most about this product was the ability to either use it on the web browser or local system through Pidgin.

There wasn't much to dislike aside from it wasn't cost effective for the size of our company at the time. We decided to go with PureChat as it is more cost effective for us right now.

By adding a chat feature to our site we're able to increase communication channels with prospects. Increase in prospects = increase in potential revenue and who doesn't like that?

Ease of use and flexibility, enabling quick contact with site visitors and alerts when someone is on a monitored page.

Not their fault, but preferred having Google talk as an option.

Providing a basic level live chat service.

That it shows which sites they are on and the links they click so you can really speak to what they're looking for. I can go back and see the transcripts to previous chats to copy into our CRM tool to log information. Easy log-in/log-out. Don't have to completely log-out, but just be "away" if stepping away from desk.

You can't always see which company they are with.

Allowing companies to come to us for questions about Arena and any interest they have in our product. Without it, companies can't come to us with questions and would most likely have to rely on "requesting info" to get a simple question answered.

Olark's a terrific tool for any business looking to connect more closely with its customers. Easily deployed and economically priced, it's on par with many chat services used on enterprise websites. We advance many deals that would otherwise have been lost—simply by offering assistance in real-time to confused prospects.

While no fault of Olark, using it effectively requires organizational planning and commitment. You need staffing, obviously—ideally 100% dedicated but fractionally dedicated if need be. You also training to ensure your team is as helpful as possible. Lastly, you need to make time to look for patterns in what you're hearing. These patterns indicate problems with your product or website.

We use Olark as a live chat solution on our website. It gives users a chance to ask questions if they're confused.

Olark is a service that I've now implemented and used at 3 different companies. That alone suggests that I like the service. Olark strikes me as the kind of company (like Avis) that could wear the moniker, "We Try Harder." I've had nothing but good experiences with their support staff and other parts of the company; And the features just keep on a rollin' along... Much like you'd want from any SaaS based business over the course of time.

Some of the backend admin console looks like it's been through the Google-school of slap-dashery-- more functional than beautiful. Which is odd, contrasted with their front-end UI deployment choices, which appear to be very well thought out.

Biz problem is simple: Human touch on a digital canvas (your website). People like chat because it is A) immediate, B) personal enough--I'm dealing with a live human being, C) impersonal enough-- I don't have to talk and D) trackable. For the digital native (I consider myself one), chat is a table-stakes feature for dealing with a business. Email is often too slow, phone is better or worse depending on so many factors and no customer touchpoint = no business. Period. So the benefit to using Olark is substantial, albeit not entirely quantifiable.

Once you get the code dropped onto your site by your website administrator, a layperson can use the Olark back end to change a lot of different variables without having to pay for development hours. For example, you can try different calls to action, different types of pop-ups and attention grabbers, different auto text, and different colors. You can also check out transcripts and see when your users are most likely to engage your brand through chat, which takes the guesswork out of your call center live chat schedule.

Pidgin, Olark's preferred chat client, has given us some trouble in the past. You can get around this by integrating with gchat (or another service) instead.

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Olark offered the basic features that you'll need for your business to start chatting with customers on your website. It has an easy-to-use interface. Chat is another avenue to engage with customers who are not willing to call or email.

It was disappointing that there isn't a mobile app to use to capture chats when away from the computer and the options are very limited. I really think that a major milestone would be to have an app where agents can respond to customers or perspective customers when not at their workstations.

Olark was a chat platform recommended to us by someone with a small business. They said not having chat could result in lost customers. I never knew how many people would rather chat with an agent instead of calling or emailing until I saw it for myself. We captured a lot more leads when it was active.

Ability to create auto responses. Copy of the chat convo is sent to the email.

I think it can help to include a few themes to make it look perky?

Communicating with clients with immediate concerns.

I really like just how simple and easy it was to pick up and use. We didn't have to have a long training on how to use the software, you just start using it. I also like how you could create custom responses in the software to make things easy.

We would put a limit on how many users you could connect to at once, and sometimes that wouldn't work correctly so you would have multiple users you are trying to talk with at the same time. That was really the only issue I had.

We are a support team so we are solving issues over chat with Olark. It's a great interface to help users in a low stress environment where they can just easily chat with us.

Olark is extremely easy to install and simple to use. We have used for online events during COVID and I was able to train different volunteers on how to manage the chat feature through Olark easily. Love that they make a free trial available.

I wished I could put the chat on one page on our website, but it seems like you have to do all or nothing. We use Squarespace, so I'm not sure if it's that specific integration only.

Facilitating questions during online events during COVID; helps us to better engage with folks virtually, which has been tough.

Easy to set up, works pretty well. Not expensive versus some chat solutions.

A proper desktop client would be useful for our customer service team.

Live chat is useful for our customers.

Olark is very easy to use. I like the different chat features like automatic pop-up and the ability to toggle it on/off.

Lack of metrics. I wish there was a way to group similar keywords and measure by them.

We are solving our inability to chat on our website. Benefits include people chatting with us because of automatic pop-up when they arrive to the site.

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Olark is like one of the most important ways to chat with our customers on the website. I'd say that this is like the easiest way to accommodate customer and people who visit the website. Basically, you're able to chat with the customer just by getting their names and numbers. Another one would be the fact that you're able to solve the problem efficiently and effectively. There is also feedback at the end for the customer representative which is pretty awesome.

The part that I don't like about Olark is limited features. Another would be restricted access to the location of the person who is basically chatting with you. Another would be, it doesn't really matter what information I put in to start the chat as a customer either valid or not. The chat will come through, basically, there is no filter of validation.

We are able to resolve customers issues over that chat whoever visits our website with minimum effort and ease of use. Also, you can provide information via links and pictures.

With Olark you get a full customer support team for a fraction of the price. I love being able to create automated messages that pop up depending on the different web pages the visitor lands on. I choose what messages the visitor is greeted with and can A/B test each.

I wish that Olark had lead automated chat messages. The ability to click yes or no and direct the user through a sales process would be really cool.

We are able to quickly communicate with new and unique website visitors immediately with the slack integration. Each visitor is greeted with a pre-determined friendly message.

My ability and my customer's ability to chat with a live person on the spot with an extremely short response time as well as their ability to recognize exactly who I am when I chat.

Olark's internal caching feature shuts my chat off sometimes and it is a difficult process to get it up again. It does seem to have gotten much better in the last few weeks, however. There is not a screen share feature.

Immediate support for our customers. Customers are happy because they get an answer or feedback or a referral to a trainer or specialist right away. No wait time.

The ease of use ans being able to see what my customers are buying

How quickly they boot you to inactive for lack of response 10 seconds is quick

Live chat and technical support on the spot before an order is placed. Has greatly reduced reshipments

I like that people can easily ask me sales questions through our main website. This allows better ways to serve customers during the sales process.

When I transfer a chat to another saleperson, there is a long process to see the history of the chat. The salesperson taking over the chat has to login again and click into history. It just takes too long when people are expecting quick responses.

We're making it easier for clients and prospects to get in touch with us and reach out without feeling like we're going to spam them if they leave their email on our site.

Olark is a very easy to use chat service making communication to our clients on our website possible in real time. The reporting is easy to manage and read the analytics

We have found no issues in using olark as of yet.

We have increased real time communication with our clients which has increased sales. What used to go to our inbox and have delayed response time is now addressed on a real time basis providing greater customer satisfaction.

I had little to no issues implementing and using this product, very user friendly and easy to navigate.

Customer service is frustrating to correspond with especially when issues with the product demand immediate attention.

Team collaboration and communication

Olark is great for pulling Google Analytics data in an easy to understand Report for coworkers and client. They love how I can provide them a link to their dashboard so that they can see their metrics every month

I dont really dislike much about olark. Maybe that I cannot add multiple users for my team and that we have to share a single log in

reporting

I like how you can see the pages and activity of the visitor through the chat portal and the ability to tailor messages based on the page or activity. I also like how in the chat, it shows you the UTM params or referral source and also integrates with salesforce.

Although Olark integrates with Pardot (which is great) it is a bit challenging to set up and doesn't always work. It can be especially challenging to integrate properly if you use chat for sales and support. This may not be a limitation on Olarks side, but if you use Pardot and need to push leads through to Saleforce, it can be a challenge.

Great tool for sales to answer questions on pricing or reach out at crucial moments to convert more visitors into leads. It's a great tool for support as they can answer questions and get through more cases.

Olark makes is easy to manage communication through our website. We are able to receive and respond to messages with the page information attached letting us know what products/information the person was looking at in regards to their questions/comments.

So far we have been happy with the experience with olark, I cannot think of a overly negative comment that can be added.

The solution Olark has provided is for a third party messaging solution for our website. Not having to create/manage an in house system is beneficial for our needs.