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

259 Reviews of Olark

 

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Software Advice Reviews (10)
More Reviews (249)

Showing 1-10 of 10

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

 
 

Marissa from Rissy Roo's
Specialty: Retail
Number of employees: 2-10 employees Employees number: 2-10 employees

April 2017

April 2017

Has Enhanced Our Customer Service

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Olark Live Chat has greatly enhanced our ability to communicate with our customers.

Pros

Easy to use.

 
 

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 249

Darrell "Jeremy" from Allstacks

June 2018

June 2018

Olark is a great tool for managing embedded chat responders.

Ease-of-use

Functionality

Product Quality

Value for Money

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

It's a little niche product, but it's great at what it does. By being the best in breed, it's a goto for getting chat integrated into your app

Cons

It's a little expensive compared to other tools. There are free options that match the feature set, and there are more feature rich competitors that are cheaper.

Review Source: Capterra
 


June 2018

June 2018

Great tool for connecting

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

I really like the preset features that allow you to connect with a customer who is stuck. Gives a real chance to feel like shopping in a retail environment.

Cons

The mobile platform could use some improvements, but overall really like the software and happy we implemented it.

Review Source: Capterra
 

Connor from TestingMom.com
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2018

June 2018

Easy to use customer chat interface without all the bells and whistles

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

Simple and easy to use. Can pull customer data into the interface. Easy to manage chats and view transcripts. The reporting available is phenomenal.

Cons

Doesn't have all the bells and whistles of other business chat providers. Automated features would be nice but it is simple and does simple well.

Review Source: Capterra
 


June 2018

June 2018

I recommend it to one hundred percent, it has a friendly interface and useful options when talking..

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

it has helped me to have an effective and direct technical support of my services and to establish a direct sale with my clients

Pros

It is very useful when it comes to giving technical support or selling a product, since it divides me the operators of the sellers' service. In this way I maintain an order

Cons

It does not have a bot by default that helps me self-test something or that helps me give answers to the client when we do not have an operator available

Review Source: Capterra
 

Kristen from Pink Realty
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2018

June 2018

We love Olark just as much as we love talking!

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

Love the ability to transfer conversations to the various offices the individual is asking for information from - this would be amazing for the military to use now that they don't have AKO IM!

Cons

There is not a single thing that I can say in a negative light about this software. We are beyond pleased and recommend it 100%!

Review Source: Capterra
 

Ethan from Little Giant Ladders

May 2018

May 2018

Olark makes it so easy!

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

The thing that I like most about this product is how it is how I am able to customize it the way I like it.

Cons

I do like this product. I have not found any cons with it so far. I am happy with the way it operates and works.

Review Source: Capterra
 

ravi from Open Access Technologies, Inc.

May 2018

May 2018

Instant chat with nice interface and API.

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

It has provided a clean interface for customer support to team. It has integrated well with the portals of the company.

Pros

The notifications whenever anyone adds something to card are providing a good option to know what the customer is upto. It has a very nice backend interface. We can chat with the customers on website with their one click. We can give members a chance to ask questions while they are browsing the client area. It is very easy to learn this tool for chat.

Cons

The phone support is not there which could have improved the reach of this software. The wait time notification for disconnection should be there at every 2 minutes, we don't like disconnection without notification.

Review Source: Capterra
 

Garin from MarketingStrategyX.com

May 2018

May 2018

Used Olark on multiple sites I own and met the founders of Olark in person in Toronto.

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

What I like most about Olark are the customization of the widgets, WordPress and G Chat integration, and customer support.

Was also awesome to meet the founders of Olark in person years ago.

Cons

What I like least about this software is the somewhat complicated WordPress integration process. Love that Olark integrated with WordPress and just think the Olark WordPress plugin can be improved. Would be excellent if integration was easier and more features were available within the WP plugin.

Review Source: Capterra
 

Brayan Agostinho from SOAINT
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

May 2018

May 2018

excellent digital marketing strategy to talk 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

Olark is a good effective live chat to talk to clients in a professional setting in a very professional manner.
In addition to this, it includes a wide range of tools, such as real-time reports, automatic messages, transcriptions with search capability, and as if that were not enough, it integrates equipment management tools. where it offers a great integration of software that is the most outstanding of Olark where we can share large amounts of data in the chats.
Olark has enough documentation from his page where he shows us everything he can do

Cons

This application is paid and could be expensive to use.
should have more integrations like Slack and be more customizable

Review Source: Capterra
 

MARCY from garick

May 2018

May 2018

Very easy to use live 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

For a live chat took Olark has great advanced features and chat automation. This tool is easy to set up, allows for high customization, and also has an offline mode which is essential.

Cons

Trying to generate really detailed CSV reports about chat history is sometimes tedious. Also, as of right now Olark does not allow any file or image sharing.

Review Source: Capterra
 

Joel from foreUP

May 2018

May 2018

Olark is a easy to plugin chat

Ease-of-use

Functionality

Product Quality

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

We used it for the chat, lead generations off our website. It was very easy to add and easy for our team to chat with peole live on our site

Cons

Our team has a bit of a struggle using the scheduling of when it was live and maintaining someone always ready to use it. Better integrations within our current products would help this.

Review Source: Capterra
 

Dakotah from FH Ribbon

May 2018

May 2018

Easy support!

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

One thing I like about this, is the support. It offers live chat which I think makes things easier for me then being on the phone.

Cons

The only con I would have about this. Is the price could be a little lower due to the lack of customization options.

Review Source: Capterra
 

Laura from Gulf Coast Accounting Services
Number of employees: 2-10 employees Employees number: 2-10 employees

May 2018

May 2018

Reasonably priced online 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

Chatting is simple and popular with customers

Pros

This is affordable software--even more so because it has helped us to attract new clients without typing up the phone lines. I really like the holiday decoration options--a fun touch.

Cons

It would be great if the program included an option for an away message of some kind. It's hard to keep people from getting impatient if I leave the computer for a moment, or if I'm busy chatting with another client.

Review Source: Capterra
 

Hailey from Kroger

May 2018

May 2018

Super fast set up

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

It was really easy to set this widget up and add it, which was relieving. Not a lot of skill required to customize it!

Cons

There is no Slack integration and I wish there was more customization sometimes but overall it is a good product

Review Source: Capterra
 

Tom from Marketfair Commerce dba Goldspot Pens

May 2018

May 2018

Excellent small business website chat service.

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

The interface is quite easy to manage for customer service representatives. As an administrator, the settings and back-end are super simple to customize and activate to tailor to your website's needs. The installation and adaptability of the code into your site is almost instantaneous.

Cons

Although it is one of the most affordable solutions in terms of website chat applications, there is still a cost to bear in comparison to a free option like installing Facebook messenger to your shopify website. However, you would reach a broader audience with the olark service.

Review Source: Capterra
 

Conrad from Micro Quality Calibration, Inc.
Number of employees: 11-50 employees Employees number: 11-50 employees

May 2018

May 2018

Olark is an efficient tool for live website chat. Never had any issues

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

The benefits I get from Olark is the ability to chat with customers whenever the enter our website. If they have any quick questions they get answered promptly.

Pros

We use Olark on our website so that clients can ask quick questions if they need to. We find it very useful as sometimes clients just need a quick answer and don't like waiting for an email response.

Cons

There is nothing I can say bad about this company besides the fact I think they could potentially lower the price. I have yet to look elsewhere and compare prices because we are getting everything we need.

Review Source: Capterra
 


May 2018

May 2018

Excellent product in saturated space

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

I love how easy it is to set up and get going with Olark. It took maybe 5 mins to get integrated and going

Cons

the price point is potentially off putting when there are alternatives such as tawk.to that offer a very good free tier

Review Source: Capterra
 

Crystal from Surety Solutions, LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

April 2018

April 2018

Best Live Chat

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

Olark is hands down the best chat software we have used based on functionality, ease of use, and price. We have used 2 other softwares and none compare to Olark.

Olark is easy to customize to fit your website (color scheme, style, design, etc) and it is easy to use (for both back end and front end users). We found our users are more engaged when chatting to us through Olark.

Cons

The only complaint we have is that we can't share seats. This makes sense. Olark doesn't want you to only purchase one seat, yet have multiple users using it. I guess we were blessed in the last software we used which allowed us to have 2 people for one seat. The other software failed in other regards though, so we are fine paying for multiple seats with Olark.

I guess we actually have one more complaint: people who chat with you can upload screenshots, but not the other way around. We cannot upload screen shots into the chat while chatting with people. This makes it difficult sometimes. We have to explain via words where to click on our website or where to sign a document. We would love if a feature was developed where both front end and back end users could attach screenshots.

Review Source: Capterra
 

Sean from Awmous

April 2018

April 2018

Easy to use and very open-ended

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

Customers have full access to get help right away. Huge bonus for our product. Aside from social media, this is an immediate way for people to get assistance.

Pros

UX is easy to follow. Love that we can use extensions such as Upscope. Integrates right into our website and customers love it too. Definitely, recommend this one to anyone looking for a great chat service for direct contact with your users.

Cons

Can't think of anything. It's been down one time since I started using it and it was a very short down period. There was a small popup to explain. If I had to recommend one thing, I wish the alert was a bit larger. At first glance, it looks just like something not important so you skip over it but they do attempt to tell you. So I give them points for that.

Review Source: Capterra
 

Kevin from ContentCollective Marketing

April 2018

April 2018

Easy to set up, great live chat solution that makes customer engagement a breeze

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

Using O'Lark we've been able to streamline our customer service and increase user retention and lead conversions have also increased.

Pros

It's super easy to implement and customize. We were able to enhance our customer service and increase engagement quickly & easily. The added bonus of creating our knowledge base directly from the platform based on website visitor chats is a huge help.

Cons

Wasn't much not to like. There could be more customization options as far as font and colors, and the custom attention grabbers could be easier to implement

Review Source: Capterra