Olark Software


 

Olark is a cloud-based live chat solution that enables businesses to interact with customers through their website. Key features of Olark include automated messages, team management, real time reporting, searchable transcripts and more. The solution also offers targeted chat, chat monitoring and analytics within a suite.

Olark can integrate with the HTML code of the website and allows users to add live chat options across all website pages. The solution provides trigger-based chat feature, which allows customer agents and sales representatives to proactively start a chat session with website visitors. When live chat agents are not available, Olark takes messages from visitors so that agents can reach out to them later.

Olark offers dashboards and customized reports to monitor agent activity and chat performance. Users can get a view of the customer service process to take decisions regarding customer satisfaction improvement. Services are offered on a monthly and annual subscription basis.

 

Olark  - Agent performance
 
  • Olark  - Agent performance
    Agent performance
  • Olark  - Agent availability
    Agent availability
  • Olark  - Chat analytics
    Chat analytics
  • Olark  - Customer feedback
    Customer feedback
  • Olark  - Targeted chat
    Targeted chat
  • Olark  - Traffic monitoring
    Traffic monitoring
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

346 Reviews of Olark

 

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Software Advice Reviews (13)
More Reviews (333)

Showing 1-13 of 13

James from Xcobean
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Olark is a flexible chat and support solution

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

The solutions in very flexible and provides plugins to integrate with many platforms e.g. WordPress.

Cons

Does not have screen sharing capability hence the solution cannot be applied to support requiring live remote assistance.

Review Source
 
 

Matthew from Wootware Computers (Pty) Ltd
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Great real-time chat software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

- Searchable chat transcripts make review easy
- Automated messaging makes users seem more responsive
- Reporting functionality is great for performance review

Cons

- Per agent pricing is a poor model which many live chat software seems to employ, Olark should stay ahead of the curve & make pricing more fair

Review Source
 
 

Jason from Neutron Industries
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Great experience for live chats

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Altogether, Olark has been an easy program to get used to to for a new operator

Pros

This is the easiest program i have ever learned how to use at my job. It makes it quick and easy to respond to customers by having a way to post quick responses using commonly and frequently used phrases.

Cons

The biggest complaint I have about Olark is that it frequently goes down while in bbn use and I am unable to type a message to a customer.

Review Source
 
 

Jordan from Paradise Valley Spas
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

I did a lot of research on chat apps for my website and Olark is the one that I decided to go with

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

It is incredibly easy for someone to set up even if you don't have a coding background. More importantly, the CRM that I use was able to tie in with Olark's API to pull relevant chat user data into our CRM. We chat with customers every day and they appreciate the instant satisfaction.

Cons

The only con to Olark is that they don't have a mobile app for when you are away from a laptop or desktop computer. You will have to use a 3rd party app and I have found it a little buggy. For desktop use it is a great chat though.

Review Source
 
 

Dillon from Riskalyze
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

May 2018

May 2018

Olark, website chat and customer engagement

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

Olark is a great way to engage with prospective customer and current users of your product. It provides a different method of engagement than the traditional email or phone-based contact and can help better capture online prospects and solve simple support requests.

Cons

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.

Review Source
 
 

Igor from SteelKiwi Inc.
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

April 2018

April 2018

Simple live chat software that gets the job done

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Olark is a great first ever live chat software. It is super easy to set up and use. While it may lack features, everything critical is already there and working. So if you don't need any extra bells and whistles - Olark will work well for you.

Pros

The biggest advantage of Olark is how easy it is to install and have it running in no time. The dashboards features pretty extensive analytics and chat history. Customer support was also pretty quick when I had an issue. They also have a mobile app but I rarely used it.

Cons

I think the biggest con is that very same simplicity that makes it easy to use. I have had hard time generating a really detailed CSV report about the chat history of our team with timestamps, client emails, names, etc. The customization of the whole Olark experience for both us and the client is also pretty lacking.

Review Source
 
 

Daniel from Riskalyze
Specialty: Software / IT
Number of employees: 201-500 employees Employees number: 201-500 employees

January 2018

January 2018

Olark Chat is Limmited

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

It's alight. Could be better.

Pros

Olark for the most part gets the job done. You can see which customers are logged in and from where. The ability to see what page they are on and what system they are running is helpful. You can also transfer chats, which is nice.

Cons

Olark doesn't come with some of the very standard features that other chat providers offer, including file/image sharing. The biggest complaint is the inability to do text breaks. You can only send one block of text. No return spaces or page breaks...

Review Source
 
 

Jordan from Paradise Valley Spas
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

January 2018

January 2018

Olark Chat is awesome!

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

I highly recommend this chat for your website.

Pros

The chat is extremely customizable and easy to use. No coding background required. More importantly, their customer service is incredible so any questions you have or issues you run into are addressed immediately. It also connects with the Slack messaging platform which means that you can respond to your leads or provide customer service while away from your desk.

Cons

So far I haven't run into any cons. I wish there was an easier way to create customized chat popups for specific pages of the website without having to manually install the js script on each page individually. Simply being able to create various chat designs for different URL's is something that I would prefer.

Review Source
 
 

Haley from Retail
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Good Chat Platform

Ease-of-use

Functionality

Product Quality

Customer Support
N/A
Pros

We use Olark for chat on our website and it does a good job of allowing us to help customers. We like being able to transfer a chat to someone else and being able to limit the number of people we chat with at once!

Cons

Every once in a while it seems the website time out and I will think I'm live but I'm not. I just refresh the page and then it works!

Review Source
 
 

Michael from Riskalyze
Specialty: Software / IT
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Industry standard

Ease-of-use

Functionality

Product Quality

Customer Support

Pros

Very easy to use. Little to no training required to get up amd running. Up to date server statuses consistently

Cons

They use exclusively olark for support. If there are any issues you have to tweet at them to get a response

 
 

Andy from Powerlinx
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

January 2017

January 2017

Lightweight and beautiful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Easy to use and stylish. Looks good in the bottom right of your homepage. Easy features to use and very easy to see past chat history, which surprisingly you don't always get in this industry

Pros

Looks nice
Works easily
Simple learning curve

Cons

n/a

Advice to Others

Try it out!

 
 

Stanislav from MustHaveAdvertising
Specialty: Software / IT

August 2016

August 2016

Olark gives us a perfect price/value/reliability combination

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Likes Best

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.

Likes Least

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.

Recommendations

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

April 2016

April 2016

Really stellar live chat product

Ease-of-use

Functionality

Product Quality

Customer Support

Likes Best

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.

Likes Least

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.

Recommendations

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 :)

 
 
 
Showing 1-20 of 333

Jason from Petco
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Awesome Chat Tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Olark has been a very great tool for my team to use. It creates a way for us to reach our customers via different avenues. We get many chats every single day and our customers appreciate being able to use this to get a hold of us without picking up the phone.

Pros

Olark is very easy to use, it is cost efficient, and it gives you insights to your customers that you would not have otherwise known.

Cons

If you have a large sales team you will need a lot of logins for Olark. This can take it from an inexpensive tool to a relatively expensive one.

Review Source: Capterra
 

Robert from Classy Llama
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Great Chat Software - Easy ROY

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Love it!! It would be my goto choice for chat recommendation software. Super affordable and an easy win for any merchant.

Pros

Ease of use. I was able to get a very basic computer user to learn this software and her interactions made our conversion rates consistently higher.

Cons

Keyboard commands were a little weird to train.

Review Source: Capterra
 

Richard from rebel Financial
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Olark review

Ease-of-use

Functionality

Product Quality

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value

I don't believe we've had any setbacks using Olark. The software boots up all the time, we haven't had any technical issues or problems with it, and the program does what it says it will do.

Pros

The ability to communicate in real time with clients or potential clients, how you can easily see off to the left what page they're searching, and chat history.

Cons

Honestly I can't think of anything I liked least about it.

Review Source: Capterra
 

Michael from srs
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Great Software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I increased my customer engagement

Pros

Easy to deploy and the ease of use is for sure a key factor in what makes this a great software

Cons

There really is nothing I dislike about the software, it is wonderful!

Review Source: Capterra
 

Alexis from Aquent
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

Great solution for web chat

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Very user friendly. Easy to reply to requests and respond with templated answers when needed.

Cons

I would like more options for alert settings.

Review Source: Capterra
 

Marco from Spotlime
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Olark review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Great chat system, it included all the features we were looking for

Cons

We could not find a way to keep in touch with customer support different from the chat for live assistance

Review Source: Capterra
 


November 2018

November 2018

Olark a Chating tool.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Olark is serving very good by facilitating the users with qualitative chats with clients.

Pros

Its user interface and good quality of connection is major positive point of this software.

Cons

It did not have any cons but it lacks at sharing graphics with users.

Review Source: Capterra
 

Kevin from ContentCollective Digital
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Helpful Integrations & Automations made this a good choice for live chat software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

While the free trial was limited in scope, a paid subscription ups the available features to include unlimited chats, automation, and a per chair subscription which kept cost low & chats easily managed.

Cons

The integration choices are fairly limited in comparison with other chat platforms, and the free plan is extremely limited. Even a small business would need more than 1 operator at times.

Review Source: Capterra
 


November 2018

November 2018

simplicity at its finest!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Olark integrated with my companies site very easily and is about as simple to use as any interaction can be. I use this every single day with my counterpart and the two of us never bump into each other. Simplicity, simplicity, simplicity! Something many applications lack these days!

Cons

My only complaint is that I wish it could idle out faster. At times, I will walk away and completely forget to "no longer accept chats". Granted, this is not Olark's fault, however, I wish they would think of this feature for people like me!

Review Source: Capterra
 

Daniel from Utzy Naturals
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

OK Webchat Software, But There Are Better Options

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
Pros

Inexpensive, fairly easy to setup and connect with Shopify.

Cons

Hard to use interface. Limited ability to create pre-selected chats.

Review Source: Capterra
 


November 2018

November 2018

Olark

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

I love Olark so far and want to continue to use it

Pros

Olark is so easy to use and connect and communicate with everybody.

Cons

Nothing so far. It is a great software.

Review Source: Capterra
 


November 2018

November 2018

Awesome app for chatting

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

The best part about this app is how easy it is to use, it makes communication with our customers so much easier, the instant notifications are great!

Cons

Nothing really comes to mind, the software is simply amazing.

Review Source: Capterra
 


November 2018

November 2018

very useful

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

we use olark for inbound chats for sales at my office, it works well

Cons

I have not had any issues that are the fault of Olark at this point.

Review Source: Capterra
 


November 2018

November 2018

Olark Review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

My overall experience has been positive. We use Olark to share website data with our clients

Pros

I like most that you can pull in different site analytic data into one dashboard that you can easily share with clients and coworkers.

Cons

There is not much I don't like, I wish that you cadd add more than one user per account. I think right now you have to pay for multiple users.

Review Source: Capterra
 

Sahil from OATI
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

November 2018

November 2018

Best way to get in touch with the customers

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

With the use of this software i can easily answer all the queries of my clients.I have used there free trail initially and i like this product very much.

Cons

There should be an option to put the chat on hold and the price could be more affordable rest this software serves it purpose very well.Thats all!

Review Source: Capterra
 

Melissa from University of Washington
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Love it!

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Pros

Simplist help desk application currently out there. It is a major time savor.

Cons

Wish we could share graphics with clients.

Review Source: Capterra
 


November 2018

November 2018

Exactly What's Needed for Real-Time Sales Inquiries

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

We've had a fantastic overall experience with Olark. There are a variety of providers out there in this space but I don't think you'll find a single one that is as easy to use, effective, and helpful to existing customers and prospects.

Pros

Olark is easy to setup and extremely easy to integrate and implement. We have a Wordpress site in place and integration with our site, along with customization to accommodate for branding, was super easy and quick.

Cons

Some of our users have complained about not being able to upload screenshots to accompany their support inquiries. This would be a nice feature for Olark to consider for a future release.

Review Source: Capterra
 


November 2018

November 2018

Great chat tool

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

Awesome tool for customer support / feedback. Really easy to set up, affordable, well worth it.

Cons

The ability to capture leads isn't quite as good as I think it could be - but overall still valuable.

Review Source: Capterra
 


November 2018

November 2018

Olark more than meets our needs

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Olark allows us to always be in contact with prospects, attendees, and clients. While our focus is on prospecting, this works for support needs as well.

Pros

This integrated with our site no problem and is about as easy to use as any interaction can be. I use this daily with one other person and we never seem to trip over each other. I cannot say enough about how simple this is.

Cons

Personally I have only one complaint, and this is I wish it would time out quicker. Sometimes I walk away and forget to no longer accept conversations. That is not Olark's problem, but I wish there was an auto shut down.

Review Source: Capterra
 


November 2018

November 2018

Great alternative to intercom

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

So many integrations, you can connect it with mailchimp, salesforce CRM, as well as to helpdesk software like helpscout so you never miss an interaction.

Cons

No much to not like, there is even a free plan to get started

Review Source: Capterra