Olark is a Web-based live chat software designed for enterprises of all sizes. This solution offers live chat, targeted chat, chat monitoring and analytics within a suite.
Easily integrated with the HTML code of the website, Olark allows users to add live chat options across all website pages. The key features of this solution include trigger-based chat, which allows customer agents and sales representatives to proactively start a chat session with website visitors when the visitors get stuck on a particular page or needs help with something.
When live chat agents are not available, Olark takes messages from visitors so that agents can reach out to them later.
With dashboards and customized reports to monitor agent activity and chat performance, users get a complete view of the customer service process and are better able to make decisions regarding customer satisfaction improvement.
Stanislav from MustHaveAdvertising
Specialty: Software / IT
Employees number: 2 to 5 employees
Olark offers the best feature/price combination for our needs for now. We like the co-browsing feature which is pretty straightforward for our clients and doesn't require much explanation on how to use it. If we rarely need support from Olark they usually answer the questions fast and thoughtful. Some of the companies we tried before only provided canned suggestions. Not the case with Olark.
The chat doesn't support file attachment feature. It forces the users to send the screenshots (of a previously encountered error e.g.) separately and our support folks have to attach the files to the issues later by hand.
Look at 1-2 killer features which are most important for your type of business (what will solve the problem you're trying to solve). Then you can really focus on what will work for you not spending much time on the full feature set investigations.
Jeff from Riskalyze
Specialty: Software / IT
Employees number: 101 to 500 employees
Their customer support is pretty stinking great. That's the first thing I'll mention.
Their live chat is solid. They have rare interruptions and actually apologize if/when they do (not a "sorry IF we inconvenienced you"—yuck).
They have a lot of neat features, like screensharing with the customer, integrations with HelpScout and other helpdesk services, and webhooks to integrate to others.
The price point is really odd—you buy 1, 4, 8, or 16 users. It would make way more sense to me if I just buy users, and then it's discounted once I reach X users.
Like anything else, think about your needs. Cobrowsing (screensharing) was a big plus for us as it differentiated Olark from everyone else. Our customers love live chat and love the Cobrowsing tool so they can express *exactly* what they're talking about :)