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.

Supported Operating System(s):
Windows 7 , Windows Vista , Windows XP , Mac OS , Linux , Web browser (OS agnostic) , Windows 2000 , Windows 8 , Windows 10

291 Reviews of Olark

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  • Jason from Neutron Industries

    Specialty: Other services

    Number of employees: 51-200 employees

    August 2018

    Great experience for live chats

    Ease-of-use
    Functionality
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Jason from Oceanside Photo & Telescope, LLC

    Number of employees: 11-50 employees

    August 2018

    Chat Always Wins!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    I have used a lot of different website chat software in my career and Olark is definitely the best one that I have used.

    Pros

    I have used a lot of different website chat software in my career and Olark is definitely the best one that I have used. It is relatively inexpensive and is easy to set up. It is also very easy to customize yourself without having someone from their team walk you through it. I recommend this tool to just about every client that I work with. Online chat is a huge success and Olark seems to have taken advantage of that in a big way.

    Cons

    I don't believe Olark has a phone app yet. The last time I used Olark I wanted to set up my sales team to use a phone app so that they can always talk to customers, even when they are home if they want. I don't believe that option is available yet but it would be nice!

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jordan from Paradise Valley Spas

    Specialty: Retail

    Number of employees: 51-200 employees

    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
    Quality
    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.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source
  • Gerardo from KIO Networks

    Number of employees: 1,001-5,000 employees

    July 2018

    Change the way you interact with your customers and get engage with them from your website!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    A great tool for that easy to deploy in your website.

    Pros

    This was our first chat to interact with our customers. It's was very easy to deploy and now it makes a differentiation about how we get in touch with our customers form our website.

    Cons

    I'd like to have more customization options, even the possibility to create a chatbot based on Olark to have more functions.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    July 2018

    Great chat solution for your site.

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Pros

    Used this as the first live chat for our product. Easy to setup, multiple ways to configure it - option to pass custom variables etc.

    Cons

    Performed well until more things we're required from our clients. It's basically just a chat, but if you need a full-blown helpdesk/support platform, then this may be not enough. Otherwise it does well what it advertises.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • James from PersonalFinanceGenius.com

    Number of employees: 2-10 employees

    July 2018

    One of the best live chat options out there

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The biggest benefit is giving my prospects and customers another way to contact me without emailing or picking up the phone. Plus, it's been proven that live chat helps to boost your conversions, so it has had a positive impact on sales.

    Pros

    I like that this was simple to install, plus it integrates with Google Analytics, which allows you to build data on where you chats are being initiated. I love the fact that it's unobtrusive on my website - some of the other chat services out there were too big and cluttered up my site. Olark doesn't.

    Cons

    I wish that there was a way to put chats on hold, or at least give the person chatting the option to leave information for a follow-up email later. I also wish that it allowed you to customize just a little bit more. It's important from a design standpoint to have the chat box match your website.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 1,001-5,000 employees

    July 2018

    Chat tool with excellent features

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

    One can setup this tool easily and integrate it with other softwares like wordpress etc. It has features like automated messages, real time reporting to get insights.

    Cons

    Do not see anything to mention, it does what it is made for. Making the chat system easy to setup, easy to analyze.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Mark from Anime Bento

    July 2018

    Olark is a great way to chat with people on your site.

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

    Olark allows you to handle customer questions while they browse. This helps save on emails and support tickets.

    Cons

    The only thing that makes it not as useful is that someone has to be logged in to the dashboard. I would prefer an app or plugin.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Great easy to use chat software

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It helps improve conversion rate for customers as we can help them in real time

    Pros

    UI is really easy to use and customers like it. The implementation was easy to do and customizing it to match the color scheme for our site.

    Cons

    Think the short codes could be easier to lookup. I only know of a few ones off the top of my head where would be nice to be able to click from options to execute

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kevin from Creative Warehouse Marketing

    July 2018

    Olark works great for my minimum requirements.

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

    I just needed basic chat functionality. Olark works great for that. It's really simple to set up and embed on every page. Allows you to track from which page customers are chatting from which can be really helpful.

    Cons

    Pricing feels high, especially compared to other comparable software out there. Olark used to be the easy market leader, but now, for the same money you can find better options.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Osa from iyasostuff

    July 2018

    They're always surprised to hear from me

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

    When people come to my website and find that I'm actually chatting with them real time, they are confused and amazed, and are more likely to become loyal to my products

    Cons

    It seems to take a lot of space on Wordpress and can become clunky, but I don't mind it, the positives outweigh the negatives.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Laura from Ezepo

    July 2018

    Provide better customer experiences

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

    It allowed me to track visitors to my website, to capture questions and grow sales of my software. I could see exactly what pages they viewed, which was helpful in determining our content needs.

    Cons

    People who visited my website didn't use it as much as I anticipated. We didn't get much traction with it.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Jason from My Costa Rica

    Number of employees: 11-50 employees

    July 2018

    Our Online Chat Platform

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Chat feature for our site and sales team.

    Pros

    We have installed Olark on our site and it is a great tool for our salesteam. It allows us to see who is on our site live and multiple users can engage with site visitors.

    Cons

    It slows down our website a bit, and I'm trying to optimize page speed for the SEO benefits. I wish it wasn't as "heavy" an application.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 11-50 employees

    July 2018

    Amazing Chat Experience

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

    Extremely easy to install and use. The UI is clean and easy to use for the user and it's impacted our business in a very positive way.

    Cons

    I don't have any cons whatsoever. This tool has really changed how we interact with our customers. If we need to move them to a phone call, we can do so easily.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Ifeoma from Softchoice

    Number of employees: 1,001-5,000 employees

    July 2018

    Easy to use support solution.

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

    Olark is amongt the simplest helpdesk applications to try. It is intuitive and has a very short learning curve for new support staffs I have introduced to Olark.
    Olark has got an array of smart features , which helps the conversion rate on our website and also helps the sales team better improve the quality of customer service offered to customers and clients.
    I like the searchable transcript feature , which ensures every conversation between sales agents and web. visitors are saved in the cloud. Thereby allowing anyone on the sales team to search through the chat transcripts either for analysis purposes or to follow up on previous conversations. It has an efficient mobile approach ,which has ensures users who communicate with the website team via mobile phones, have a quality experience just as someone communicating via pc or tablet.

    Cons

    Olark automatically closes open chat conversations if agents have not responded in over five minute. I wouldn't know why this was introduced ,however it does not do the sales team any good.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Kurt from Alpha warranty

    July 2018

    Great live chat option

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

    Olark give us the ability to help out customers and agents without them needing to call in. It helps cut down on the inbound phone calls for simple questions.

    Cons

    Lack of customizations, Olark will log you out after 5 min of inactivity without any warning. Operator cant send attachments.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    July 2018

    Great software for sales

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

    Easy to setup and get started. I personally like that I can see what users are currently seeing. Gives me a live idea on what's going on.

    Cons

    Quickly sets you as away of you don't respond. I would also love to see more customization for how it looks.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 201-500 employees

    July 2018

    Use Olark on company website to live-chat with clients to answer questions, redirect them, etc.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Ability to chat directly with our website visitors in real-time, and help guide them through our site in order to hopefully complete a purchase. Helps make the site seem more user-friendly and transparent when users know there's a real human to chat with and answer their questions.

    Pros

    Very user friendly and easily customizable website live-chat feature. You can easily add your own branding/styling to the look of the chat, as well as customize the automatic replies and opening line. Rules also give you lots of ways you can fit Olark to your specific website or needs- i.e. we've setup different rules for visitors who reach different pages on the site, so we can help direct them to what they might be looking for there.

    Cons

    Wanted to use Olark on multiple sites owned by the same company, but was difficult to manage multiple accounts at the same time- costs more to add to each new site, and can't share the same settings. Would like to organize the past chats a little more.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Adam from 2nd Story Capital

    July 2018

    Good features, but poor reliability

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

    We wanted to offer our software customers a channel for support and Olark seemed like a good choice. The interface is easy to navigate, and they have done a good job of thinking through the experience, like being able to customize and "away" message and the confirmation message. It is also very easy to implement with just a couple lines of code.

    Cons

    The biggest problem with Olark is its reliability. We are currently in the process of switching away from it because we would be online, ready to chat, and customers would tell us that on their end it wasn't showing up. There were multiple planned and unplanned outages, and it cost us some good will with our customers.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
  • Silviu from Ubisoft

    July 2018

    Most popular app and for good reason

    Ease-of-use
    Functionality
    Quality
    Support
    N/A
    Value for Money
    Pros

    It has some amazing triggers and proactive chats, you need this when have lost visitors who want to make an order or want to know more about a product or service. Shortcuts are very usefull but not over use them, people tend to know their are speaking with someone not a bot.

    Cons

    It is good for websites, not being added for mobile apps. In responsive mobile view it can eat all your visitors screen for no use.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra
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