Olark Reviews & Product Details

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.

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

Easy to understand interface. Great introduction to chat support.

There were several instances of okay being down, much so customers accused us of lying about or chat support hours.

Connecting in real time with customers. Quicker solutions without the as immediate pressure of over the phone support.

Their customer service is amazing. Whenever they mess up or it fails( which isn’t often), they always reach out and let us know and try to fix it as soon as possible. It’s really user friendly and efficient

It would be nice if you could see more info on what the customer is doing. Also it’ll look like the customer is typing for a really long time when their not. If they could change that to where it says customer stopped typing or something that would be better

We deal with a lot of info and showing customers where links are on our website. It’s really nice because it’s very efficient and easy to use

I like the shortcuts Olark provides to deliver a quick response to the customer.

I dislike that it sends your message when you hit Enter. It's easy to send before you are finished typing your response.

Minimized calls we receive by answering customer questions via live chat. Customers appreciate the fast response to questions rather than calling or emailing in.

The interface on all pages is clean and well thought out. The controls are all extremely easy to manage as well.

The reporting is a bit difficult to play with and to export into our home grown system.

It allows us to handle multiple customers at the same time instead of being on the phone. It also allows us to freely pass customers to different agents which is a nice perk.

Olark has all of the functions you need to help customers quickly as long as you do not have a huge workload.

The aoftware seems to be down more often than I would like. Many times your 3 maximum customers turns into 1 for no apparent reason as well.

Having Live Chat is always a bonus for customers because they want their problem or question solved ASAP.

It's easy to use, and it's easy to implement. I think we were up and running within a week of buying the software.

It'd be nice to be able to attach files, as when we work with students, we often need to send them documents, so it'd be nice to do that via chat.

It's a great way to communicate. People don't always want to call or email, so this gives them another option. It's widely utilized.

Incredibly customizable, with an easy-to-use interface.

No native Windows app, which makes it hard to use some of the features that they only offer on web.

Giving customers an option for live contact with support representatives, in a format that is more efficient for the team to handle.

It's easy to use and ping in. I like that it gives me the option at the end to send a copy of the chat transcript to my email in case I need to reference it later.

When it goes down, it's impossible to get in touch with the person I need.

Chat with resolution team

Olark was easy to setup and even easier to use. Customers can quickly get a response and interaction with them makes it a friendly experience.

There's not much to dislike - maybe some more custom options would be nice.

Olark gives a business a great solution to communicate with their clients at a moment's notice. Everyone understands how chat works and this solution gets the job done.

Olark is super simple to implement and get running with. Once you initially set up your preferences this is pretty plug and play and works as you would expect. Interface is wonderfully customization and the company n general is a delight to work with due to their fantastic customer support and documentation.

The dislikes I have mainly stem from our organizations outgrowing of the platform. We are in desperate need of a queue which Olark does not have and I don't foresee them having for some time. They also do not have a robust API which would allow us to create custom dashboards and tap into data housed within Olark to display to our team. Uptime has also been lacking in the past 6 month. We rely on our live chat for our customer support and when customers are not able to get in to chat with us it's not a pretty sight. Olark is always very responsive and great about updating when they have an issue, sadly this has been more often than one would expect. And finally we have seen buggy issues with the way chat times are calculated resulting in statistics such as average chat time really worthless as chats do not close properly and thus it seems they continue forever.

We use Olark to handle our on site live chat in support of our SASS product.

Quick deployment, clean interface, minimal learning curve for both admins and users.

Mediocre support, no option to modify pre-chat survey questions to help qualify users. Fairly feature-limited.

We are using this platform to engage with prospects - we've been quite surprised at the volume of questions that exist, and are actually working to find ways to scale this tool internally.

Great for tracking new customers. Allows them to ask questions with sales representatives and set up meetings immediately. Setting meetings immediately allows us to get them into our pipeline much faster.

It looks a little out-dated. It could be easier to read. The chat features (info shown about person chatting) its hard to read as well.

Solving inbound emails going straight to chat. Instead of support getting the emails the sales team gets them all directly. It allows us to set meeting much faster and get them to the buying stage faster.

I like the ability to transfer chats, see analytics on the team and chat into their support team.

Olark does not easily integrate its analytics into Salesforce.

Customer Support, live chat on our website to help customers with their issues in our software.

The design is simple and easy to use, nice integrations with other products and services (like CloudApp and Slack), and easy customization. Great for most businesses and a way to test how effective a live chat feature could benefit your company website. Includes nice reports on how well your conversations with customers went and highlights areas of needed improvement. Olark customer support is great and super responsive.

Lack of customization options and minimal changes can be made by a developers standpoint. "One size fits all" function does not work for every business. We have run into some bug issues with responsiveness and overall function, but hasn't completely disabled use. It would be nice to have a better "team" experience where Olark users can join the same chat and take over the discussion if needed. Transferring the chat doesn't work as well.

A quicker and easier way for online customers to get questions answered and to voice concerns. Olark chat has easily boosted sales. We have recently launched a new website and had it not been for this live chat feature, we would not have been able to identify sales-impacting bugs in our site.

Olark is a great way to engage with prospective customers and current users of your product. It provides a different method of engagement than the traditional email or phone-based contact. It also enables our company to more efficiently capture online prospects and solve simple support requests.

Solving more complicated issues via a chat feature can be difficult, and recently we have had issues with our customer base being able to access our chat via Olark.

Olark has helped to provide faster customer service to our user base, making our support team more efficient. It also helps us to engage with skittish prospects and set up demos to close future business.

Works best to support straight forward simple use cases.

Doesn’t support the intelligence routings based on agents availability and integration with other CRM applications such as Salesforce

Online chat availability for customers

It's pretty straightforward and easily customizable, for admins. I enjoy that its somewhat basic, because you don't have to worry about getting too complicated. It does have the basics, like showing where the user came from, or what page they were viewing. FAQ's were hosted by an external tool, however it was still easy to refer them to it, and it was easy to have canned responses. There was no auto-greeting however which could use work.

The internal support team is not all that helpful, and some features just aren't available, which is disappointing. Emailing to our users was a big one, as well as assignment to specific admins. Additionally, it opened a new conversation every time a user chatted, which means there was no conversation flow/not able to refer to previous messages.

Customer communication.

It's affordable and relatively simple to use

It's difficult to use with websites that require a log in. There could be a better way of remembering and tracking users, as well as keeping in contact with those users after they leave the sige. It is also often laggy - occasionally messages from a buyer are received much later than they should be, resulting in awkward conversations. It also often disconnects itself.

Answering user questions about a web service. Real-time chatting is definitely a benefit so that a user can be walked through using the site