Olark Reviews: 4.3/5 — Solid Choice

We needed a quick, easy to implement, chat feature for our website. This provided that and a lot more. We quickly integrated it to our CRM and now not only use it for basic service related issues from customers but also as a lead generator!

I like this product as it is, I only wonder if I would get a better integration to by CRM if I used their paid service or chat features instead. Overall if you need a good solution for chat this is it!

Online customer chat function. Lead creation.

I enjoy Olark and how we are able to connect with customers in real time. It's nice sending automated messages as well, even when we aren't available to chat.

Sometimes when I turn off a targeted chat it still shows up to site visitors.

We are solving customer's problems and answering questions faster than ever before talking with them in real time. We have found that since we get to troubleshoot on the spot, we are able to make more sales because customers do not get confused and leave the site.

Easily assist customers, organized layout, able to see everything the customer is doing

not enough customization options, using multiple names/accounts at once gets tricky

Constant customer support, increased conversion rates

Great tool. They focused on one area of customer support-chat, and ended upcreating a very good product that is laser focused on getting the job done. The pricing policy is simple, and stability is great.

I've heard of stability issues in the past but haven't experienced this.

Chat, Customer Support, Customer Service, Sales

Ability to see who is on website and easily chat with them when prompted.

Sometimes the platform lags a bit, but it’s not bad.

Communicating with clients on the website. Quick contact leads to conversions.

I like their easy to use back-end interface. It is easy to make changes, and they have excellent reporting. I also love the option to get notified if someone adds something to their cart. The API makes it easy to customize to your needs.

I dislike that they do not have a desktop/phone app. I work with many tabs open, and it would be nice to have to have an Olark app on my toolbar. But this is not a deal breaker, I just created a favorites button to access Olark easily.

Olark gives us the ability to have a form on our website when we are offline. We find that customers are more likely to fill out the live chat form then send us an e-mail through our contact page.

The ease of use for live chat and short-keys that can be used when chatting

Periodic glitches display incorrect info

Live chatting with customers

Ease of use; very intuitive. Can easily search transcripts for previous conversations and integrates well with Salesforce.

Wish there was a way to direct chat to different teams; i.e. Sales vs Support

Great for assisting customers who are reluctant to get on the phone without having to deal with the slow pace of emails. Nice way for customers to reach out for quick questions as well.

It's really clean and easy to manage different chats at the same time

The noise it makes. It's recently been updated I think and I can't stand the new noise. Small issue, no big deal, but it's annoying.

People who want information regarding general questions that don't want to call or email in, get a quick answer promptly.

I've enjoyed how easy it is to use Olark. It was simple to install on our website, easy to configure, and didn't take much time at all before we were live chatting with customers.

Olark lacks a mobile solution and doesn't offer strong alternatives through third party integrations. An integration with Slack is available, but there are some glitches.

We initially began offering live chat to customers so that we could solve their issues a little faster. One benefit is that as I have been talking to our users in real time, I am able to assess the situation faster and offer suggestions which help to resolve their core problem.

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.

I love the ease of use with Olark. It's a simple tool but offers plenty of robust features to chat with customers who are viewing my web page. I'm able to archive and retrieve chats from previous customers and view them all in a clean format.

I don't dislike much about Olark, but it doesn't seamlessly connect with HubSpot, which makes keeping transcripts in one place, with a specific contact, a bit challenging.

We are currently using Olark to chat with visitors on the company site. It's beneficial becuase we are able to chat in real-time, with instant qualifications to potential clients.

I like being able to chat with someone visiting our website right away

I dislike that you can't tell sometimes who a person is, it only shows the location they're visiting the website from

Solving an issue of being able to interact with someone researching our product right away

The technical support team is quick to respond and super friendly!

The lack of customization for the chat windows themselves.

People in today's world want quick access to answers! Chat features are all the rage and help overall customer service for the company.

Gives members a chance to ask questions as they browse their member site - so you can quickly help manage any concerns or answer questions. Transcripts that get sent after the chats are also helpful for record keeping and following up.

It is a little difficult to add the specific teams (so that your team gets directed to the questions you can answer, and sales goes to sales, etc) to your website when you start the process. We needed tech team support and I wish it was just someone more intuitive to use the add-on.

On-demand customer support. Gives an avenue for reporting any issues immediately so we can ID them and work more quickly to getting them solved.

Our agency was looking to add a click to chat function and we didn't want to break the bank. My team reviewed several competitors and landed on Olark based on useability and price.

Some of the other competitors were more sophisticated and offered more templated responses, but for the money we are satisfied with the product.

We wanted to be able to have a chat function on our agency's site so that we could showcase what web and dev work we've implemented for our clients. Practice what you preach. We have actually had a couple of prospective clients respond in live chat, so it has been a selling tool for us thus far!

It makes it easy for different members of our company to connect with our customers when they need us. The transcript being saved and sent to appropriate people is also extremely helpful for keeping records.

Sometimes messages go to multiple people on our team who are signed on, or if they get kicked out and come back on they get reassigned. Causes some confusion.

Being able to answer our customers' questions and concerns immediately, rather than making them wait.

The product does everything that you would expect from it and more. The people at Olark are helpful and kind.

You have to pay a 1 time fee to have access to style your own chat window exactly like you want it. To me, that should be a given.

We just needed a working chat system for our sales team that looked good on our site. It does everything we need it to!

Able to use on multiple storefronts all in one place

I would like to be able to close out tickets with out an auto feedback being sent to the customer. Some customers we do not engage with as it can some times be "fan mail"

able to have fast cs for retail fronts

Very user friendly and easy to use with great options.

I can't really say... no real complaints.

The customers are getting faster response and we're splicing customer service issues.

Great chat client for our customer support team.

We have one single person watching it - would be great if multiple folks could watch the same client.

We're able to reach our customers who are unable to use a phone at the moment.