Olark Reviews & Product Details

It has lots of variances to customize the chat window

I like it enough not to say there is anything I don't like

Website chat

The best feature of OLARK is the customization and the ease of adding this product to the back end of our companies website.

The only thing I dislike about the program is the ability to pull reports is lacking.

This solved our chat issue for marketing on our website.

It has all of the bells and whistles of live chat that we were looking for at the cheapest price. Was easy to integrate with our bespoke technology.

Customer facing interface could be made to look a little sharper/more modern

customer having an issue using our platform can live chat with our help associates. Generally increases the odds that a customer contacts us instead of abandoning the software.

Olark is very simple and to the point. The setup is easy and most importantly the chat is easy to use for our staff. I like the integration with salesforce.

I would like to see more reports within Olark. I would also like to see some more custom options with fields and syncing those fields to Salesforce.

We are trying to provide high visibility to our potential students and connecting them to our staff. We are also trying to sync our students data to our saleforce CRM with easy. This integration works very well.

We've been running Olark for a year at this point and it's been trouble free. We came from another vendor and had nothing but issues. With support bases all over the world, Olark helps us balance workloads and communicate on backchannels easily and in real time. Very helpful. Reporting is a good start.

Not a lot to dislike. Perhaps more customization options to exactly match my site, but that's a big ask.

With support bases all over the world, Olark helps us balance workloads and communicate on backchannels easily and in real time.

The ease of use and simple controls. All of my team members were able to pick it up without any training. The online portal is accessible from anywhere.

Honestly, it does exactly what we need it to do. There is nothing that I dislike that has impact on how we use the program.

We needed a way for our customers and prospect to reach our business at anytime and without any road blocks. Olark's chat solved that issue for us.

Very easy to set-up and integrate on your site.

Honestly, there's not anything I dislike about Olark.

We wanted to give site visitors an option to communicate with us and ask questions without submitting an email.

Doesn't redirect the visitors outside of your site like other real time chatting system. Also the price is pretty good so no complaint there. Lastly, pro-rated refund when we decided to temporarily try out the competitions. Now we're back to Olark, so....

Kind of finicky when it comes to integrating with various Shopify themes. Also, I can't manage it from my smartphone and as a small founding team, we want to always be online to support our users.

Ecommerce and a great way to reduce customer stress and increase overall satisfaction. However sometimes it makes the users super reactive. Thus instead of using Zendesk or reading the FAQ for customer support questions, they just message us via Olark and it becomes too much.

It is very user friendly. Easy to navigate, and very teachable.

I don't really have any dislikes for this product. I've only used it for a short period o time.

I am able to connect with my students very easily.

Olark is consumerized. Once you login, you know how to use it. It's simple, easy, and user friendly. I really liked that you can instantly send a transcript upon request. People were able to reach out as needed and were able to multitask while doing so (check their mail, feed their kids.) I also liked that I could multitask by chatting with multiple people. People with not so savvy typing abilities were able to adjust the amount of chat bubbles to fewer tabs, while faster and more advanced associates were able to increase the amount of tabs.

At least to my knowledge, there was no way to change the name of the tabs to reflect a customer's name, just incase they came back! I also wish there was a block ip option so that my coworkers couldn't troll us. A lot of the time my coworkers would play around and mess with us and we wouldn't know until they'd expose themselves.

Most people hate speaking on the phone. but what's even worse is having to wait to talk to someone for support. This is just in time support, when needed, as needed. It's the ideal customer support!

Integration with my marketing automation solution allows us to see which identified prospects are actually asking us questions often before they've given their name. Love being able to customize actions based on time of the day (i.e., take messages vs live chat depending on the time of the day). Best of all, it's cheap.

Nothing. Has been very reliable and useful.

N/A

Accessibility for individuals who prefer to type over talk

Not HIPPA compliant, so conversations may require an actual phone call

Easier way for anxious, shy individuals to communicate real-time

The shortcut keys for text. Provides a company feel to all customers receiving a uniformed message. Also saves time when navigating between multiple chats.

The design doesn't feel very modern. There could be a better UI designed and possible personalising for user-facing settings.

Visitors coming to our site for assistance with our platform. Email and call volumes decreased as a result. Customers feel they can reach us immediately as Olark links directly from our software.

Great chat platform have use for over two years software is up-to-date and efficient between agents and the web

The lack of personal communication face to face

Better communication among employees

It is very user friendly and has the ability for anyone in our company to work with. It has helped out customers get a faster response to their questions or concerns for their visits, treatment and results.

It would be great to have a options for the customer to pick their language to better assist them in asking their questions or concerns. A translator button would be great. Over the years we have found that there are certain words that do not translate correctly.

Customers language translations.

Most of our chats are handled by a specific team so we don't always get to see what their day to day is like. With the sales force integration we can easily get a look into that to better assist our customers.

No major issues at the moment. If options are added in the future to further the salesforce integration that would be great.

Customer Support

I like the ease of quickly answering clients questions while logged in AND while logged off.

I haven't found anything that I don't like yet

Answering clients' questions that aren't able to be answered from the information on our website.

I like the fact that Olark is nice and simple to setup !!

It could do with more integration with other products

Potential customers can get a response in real-time and they do like this

Olark is super easy to use and understand. My favorite extension is their shortcut feature. While chatting, you simply hit the semicolon key and all the available shortcuts will pop up. Their system is very modern and fun to use! They also have actions where you can transfer the chat to a different team member, block chatters, or tag a ticket to track issues!

I wish there was a way for an agent to send attachments. This would be super helpful to provide the best and fastest feedback for the customer. Also, there needs to be a way to change the subject of the emails they send you for the offline messages.

Immediate answers for our customers is our goal. Olark gives a targeted chat, which allows you to set up rules to pop up for specific customers. They also offer an offline version. From here the customer can submit a question and you receive an email to respond to. You can personalize the chat as well. You can change the colors, fonts and add names and pictures of your clients. I noticed that when we added a name, people stopped assuming that it was a robot. Olark also integrated with Google Analytics. This is great to see conversion rates. There is a way to email the transcript to yourself or the customer directly from the chat. Olark also has surveys. These are in real-time and the customer is notified once the chat ends. This is great to see immediate feedback.

The chat flow, the way in which chats come in.

I wish you could change the homepage screen.

Customer service work and help with software.