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.



359 Reviews of Olark

Overall rating

4.5 / 5 stars

Showing 1 - 20 of 359 reviews

December 2018

Keith from LEVERAG Consulting

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

4 of 5

December 2018

Not My 1st Choice

Tried it out, wasn't impressed, went back to Intercom.

Pros

Olark doesn't offer anything compelling that their bazillion competitors don't also have available and given the additional features Intercom and Drift have - there's no compelling reason to use Olark.

Cons

It lacks a lot of additional features available in other SAAS products on the market.

December 2018

Leah from ExtremeTerrain

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Use daily! Very happy with Olark.

Great being able to convert more visitors by answering their questions while interest is high.

Pros

Ease of use. Easy to change settings as needed.

Cons

Could be a bit more intuitive at times but overall it's great.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Love this tool!

Pros

Amazing, responsive customer support. Stats are helpful and easy to follow. Ability to manage and monitor employees is top notch.

Cons

My company uses iMessage via Olark. Love the integration and ease of use, but inability to upload attachments to send to customers is frustrating.

December 2018

Anonymous

Verified Reviewer

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Gets The Job Done

Pros

I liked that I was able to efficiently have a way for my customers to interact with customer service and not having to use an email account to do so.

Cons

I am fairly satisfied with the software. I have had very few issues!

December 2018

Liz from Ramapo College Foundation

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Olark gets it done

Great, will use it

Pros

Very easy to install and use, great chat software

Cons

Not too many issues with implementation, Overall, good

December 2018

Brent Lionel from Ezra Digital

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Olark is a great tool to respond to customer enquiries

Overall, it's okay but there's a lot of room for improvement.

Pros

Olark allows you to create a pre-chat survey to get leads. The fallback message is cool too specially if you're not able to answer any chat within a span of time. You can also forward the message to the right department that must take care of any request from a possible customer or existing customers. The Pro version allows the chat support to access the scree of the customer with the customer's approval. You can also transfer the chat to another chat support member. Their cobrowsing is super duper useful.

Cons

The chat window templates doesn't really look good and their design are not that attractive. The design of the templates should be improve so they can be attention-grabbing and appealing.

December 2018

Kurt from Prodigious • brand logistics (Publicis Groupe)

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Simple Helpdesk Software to use

Olark provide a simplest helpdesk software for us. New staff does not need to have big learning curve to use this software.

Pros

- Provide user friendly interface
- Easy to integrate

Cons

- Stability issues
- Lack of customisation

December 2018

John from Country Life Natural Foods

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Functionality

5 of 5

December 2018

Simple interface with helpful features

Pros

Olark has an extremely simple integration with our e-commerce site (Nomad). It's as simple as copying one code into our site and voila! It works. You're able to see what pages your site visitors are on and can initiate a chat box at any point. You can have auto-responder messages and can let users leave a message if you don't have anyone logged in to accept chats. Overall a great product!

Cons

Can't think of anything at the moment.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

3 of 5

December 2018

Best Chat tool for front end UI

We like the product and have used it in over two different companies.

Pros

Best Chat tool for front end UI because its a small bubble on the page and allows your users to be able to actively reach out to people on the website, you can see who is on the webpage, as well as integrate directly with SFDC.

Cons

It does not have a lot of OOTB integrations with some of our tech stack which isnt a deal breaker.

December 2018

Anonymous

Verified Reviewer

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

4 of 5

December 2018

Easy to use

Pros

It's ease of use. Setting shortcuts, updating what the end-user sees, changing the overall look, these are all really easy to do with Olark. Having used Zendesk as well, I really believe that Olark is a better all around experience for live chat.

Cons

It's not the greatest for reporting, so it's a solution that can be outgrown. Which is too bad. I've also experienced a bit of outages with it, though they don't last long generally.

December 2018

Anonymous

Verified Reviewer

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

2 of 5

Customer support

4 of 5

Functionality

1 of 5

December 2018

You get what you pay for

A very very basic chat platform.

Pros

Olark allows you to quickly set up basic chat functionality on your website, but you lose some necessary features for the low price.

Cons

It's incredibly difficult to use this software as a team. The round robin of lead flow is almost impossible, it cannot funnel leads to contact owners via Salesforce so sales reps are always stepping on each others toes. No chat bot functionality.

December 2018

Mahmoud from Vaporstore

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

4 of 5

Customer support

4 of 5

Functionality

4 of 5

December 2018

Good enough for small Business

Pros

shortcuts are very helpful , The interface and the automated messages

Cons

We can't add multiple users for customer service team, we have to share the login info

December 2018

Kyle from Paws LLC

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

4 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Terrific option for live chat

Pros

Terrific option for live chat. Easy to set up and easy to use.

Cons

Some features are only available for the paid version

December 2018

Jason from Petco

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

5 of 5

Functionality

5 of 5

December 2018

Awesome Chat Tool

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.

December 2018

James from Xcobean

Company Size: 2-10 employees

Review Source


Ease-of-use

5 of 5

Customer support

4 of 5

Functionality

5 of 5

December 2018

Olark is a flexible chat and support solution

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.

December 2018

Robert from Classy Llama

Company Size: 51-200 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Customer support

3 of 5

Functionality

4 of 5

December 2018

Great Chat Software - Easy ROY

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.

December 2018

Richard from rebel Financial

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

5 of 5

Value for money

5 of 5

Functionality

5 of 5

December 2018

Olark review

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.

December 2018

Michael from srs

Company Size: 2-10 employees

Review Source: Capterra


Ease-of-use

4 of 5

Value for money

3 of 5

Customer support

5 of 5

Functionality

4 of 5

December 2018

Great Software

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!

December 2018

Alexis from Aquent

Company Size: 201-500 employees

Review Source: Capterra


Ease-of-use

5 of 5

Functionality

5 of 5

December 2018

Great solution for web chat

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.

November 2018

Marco from Spotlime

Company Size: 11-50 employees

Review Source: Capterra


Ease-of-use

4 of 5

Functionality

5 of 5

November 2018

Olark review

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