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

240 Reviews of Olark

 

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Software Advice Reviews (9)
More Reviews (231)

Showing 1-9 of 9

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 231

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
 

Shanell from Forever Flawless

March 2018

March 2018

I like the whole process.

Ease-of-use

Functionality

Product Quality

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

I like how you can create your own shortcuts for the chat. I also like how the conversations highlight in red when someone else has responded to that person.

Cons

I don't like how it automatically kicks you out of the chat sometimes. Other than that, I like it fine.

Review Source: Capterra
 

Hector from Rush49

March 2018

March 2018

Quick, Easy, Impactful

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 like that users can quickly chat with our agents using the live box on every page on our site. I also like that it is quick and does not fail.

Cons

On rare occasions there is an issue with logging in, but these are quickly addressed and resolved usually.

Review Source: Capterra
 


March 2018

March 2018

Great live chat platform

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

Easy to use and very user friendly. It always works well and seldom have any issues. We have multiple users in at any given time.

Cons

It would not hurt for it to have a nice, more intuitive platform. It can be hard on the eyes so updating the interface would be well.

Review Source: Capterra
 

Charles from FunnelKake

March 2018

March 2018

better than zendesk

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 had an extremely good sales experience. the rep was very helpful and educated me on the benefits of the tool.

Cons

at times we had issues with the plug in breaking. however, support was excellent and helped us resolve the problem soon after we reported the issue.

Review Source: Capterra
 

Kate from Kate Burt

February 2018

February 2018

Olark is the best live 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

I've been using Olark for 4+ years and never cease to be amazed at the quality of product and great price. Love the integrations with top CRMs and marketing automation. The style of the chat is slick. Overall great product!

Review Source: Capterra
 

Chai from Chai Landau

February 2018

February 2018

Great little piece of software, love the slack integration

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 is a friendly and accessible way for potential clients to get in touch with an actual person. I absolutely love the slack integration, it makes my life so much easier.

Review Source: Capterra
 

Matt from Helico
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2017

December 2017

Snazzy and stylish 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

Sales conversion

Pros

Like the styling of the chat box and time set auto pop up if required. The connection for multiple users was simple and logging of conversations and tracking feedback and who rated well was easy. Tracking conversations through multiple pages through the site and to checkout and tying this into Google Analytics was a big plus feature.

Cons

Wasn't the cheapest on the market but then i guess what you pay for. Some reports were a little confusing.

Review Source: Capterra
 

Tyler from Versature
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2017

December 2017

Solid basic chat product with nice SFDC integration

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 Salesforce integration is a must and they are continuing to improve the product. The latest feature release is the reporting capability which is a nice add-on.

Cons

They do have a lot of widespread issues (though they are transparent via their status page), and support is only available through chat (which makes sense but can be frustrating).

Review Source: Capterra
 


December 2017

December 2017

Easy to use chat, has all the functions we need

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 chat is really easy to set up and use. It comes with all the functions we need such as targeted chat, automation, rule-based operation.

Cons

Some of our salespeople that are using the chat mentioned some times we have difficulties to use the chat on a desktop chat application (connections, chatting, saving).

Review Source: GetApp
 

Folashade from Konga

December 2017

December 2017

Olark gave what we wanted but we needed more.

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, friendly user interface allowing users navigate very easily without getting stuck.

Awesome analytics too, allowing helpdesk agents trigger messages to select website visitors, thereby increasing visitors to user conversion.

Cons

Not enough feature. For instance, when offline Olark chat only asks web visitors for their email without a space for them to input their contact phone number.
In our market we discovered our customers preferred calls than emails in terms of feedback.With Olark, they couldn't provide that.

Review Source: Capterra
 

Brendan from Doze
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2017

September 2017

Great tool to set up live chat support on your site

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

Really nice, customizable live-chat tool. We use it for our ecommerce site and it works great!

Pros

Olark makes it super easy to add live chat support to your site and manage communication with site visitors.

Cons

Unfortunately there's no dedicated app so you have to have Olark open in your browser if you want to be available to chat.

Review Source: Capterra
 

Sebastian from Body Armor Outlet, LLC

September 2017

September 2017

Olark is great and easy to use

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 extremely user friendly and gives our company an advantage to have our online customers call in after a quick virtual conversation. Closing sales with Olark is easy!

Cons

The only thing I would like to see change is the popup feature when you get a message to have it stay on my screen instead of disappear.

Review Source: Capterra
 

Matt from Foresight Sports
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2017

September 2017

Simple chat tool that can be used in multiple ways

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

Allows our customers quick access to our support team.

Pros

Like that it can be implemented simply to your business web page and then accessed from your computer or phone.

Cons

Wish there were more detailed options to integrate with our CRM but so far it has proven to be worth the investment.

Review Source: Capterra
 

Eduardo from Partner Hero
Number of employees: 201-500 employees Employees number: 201-500 employees

August 2017

August 2017

Olark, is a great tool for customer support. Easy to use and I've experienced minimum or no errors

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

better and faster interactions with clients

Pros

User-friendly: makes very easy to provide support to clients. The mobile version works great. Commands and Shortcut menus make everything easier

Cons

Sometimes when saving a new command or shortcut it takes some time to update the information. You have to refresh the website to make sure the update was completed.

Review Source: Capterra
 

Todd from Buffer
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2017

July 2017

Easiest way to bring real-time support to your 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

It's a quick and easy setup tool that gets you chatting with your customers in real-time. It's very reliable and integrates nicely into the workflow we have for our other help desk software.

Pros

Simple, easy and reliable chat tool that integrates well with CRM and other Help Desk software. Olark has been a game changer for us, we now can offer support right in the moment as customers need it to keep them running smooth with our product. The Olark team also provides stellar support over live chat to their own customers.

Cons

There much more designed for smaller chat teams, and lack a few features. They've just now implemented file sharing with in chats, this has been a huge help, and is something we've needed. They also don't quite have a note feature yet which would be very handy for our internal communication.

Review Source: Capterra
 

Christine from ReveMoto, LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2017

July 2017

Great & easy to use 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

It's very easy to setup and start implementing onto your website. We like that we're able to see who are returning visitors or new visitors so that we can create a new chat accordingly. There's also built-in features that allows some automation so you can make sure you're meeting the needs of your customers, and responding to them in an effective manner. You're able to start a chat after a customer has visited x page, been on your website x number of minutes, and other additional requirements.

Cons

It would've been nice if it could sync with our shopping platform so we're able to see if it's a current customer to serve them even better. Also, I don't believe we're able to ask questions and poll like some other chat programs allow when you're not available to chat.

Review Source: Capterra
 

Joe from Sutron Corporation

July 2017

July 2017

Olark Live Chat for Websites - Easy to Use, Great Customer 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

Easy to use, easy to set up, great customer support for any questions, ongoing additions to functionality, company listens to customer concerns.
Associates actually use their live chat service for communication.

Review Source: Capterra
 

Marissa from Rissy Roo's

June 2017

June 2017

Great Solution for Ecommerce 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

We've found Olark to be very easy to use, we've found communication with our customers via chat has increased sales and made the shopping experience more convenient for our customers.

Cons

It is very annoying to receive "prank chats" from people that are looking to waste your time and not actually interested in a purchase at all. I'm not sure how or if this can be prevented.

Review Source: Capterra

  Response: Olark, Olark

Date: September 2017

September 2017

 

Thanks Marissa!