All Olark Reviews
1-25 of 470 Reviews
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Jeremy
11 - 50 employees
Used less than 6 months
OVERALL RATING:
3
Reviewed May 2021
We had major functionality issues
Abiola
Verified reviewer
Consumer Goods
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Excellent helpdesk solution.
I have tried and administered a few helpdesk solutions over the years and I think Olark stands out for me at this time,it could be different in future though. I love Olark's simplistic approach ,everything from its user interface ,add-on services and features are simplified for teams and organizations to have a perfect understanding of how they work ,and how best to maximize their impact on an organizations sales(customer service) activity. With Olark ,I am able to measure the performance of all agents reporting to me , set a limit on the amount of chats an agent can respond to at one time ,access vital analytic which becomes very important to helping my organization better prioritize chats,score our leads and modify our sales strategy by leveraging on the insights in visitor data collected from social profiles and on our website by Olark.
CONSOlark needs to continuously innovate the Olark helpdesk solution. Over the last year ,Olark hasn't undergone any major change or upgrade in terms of features. An overly confident organization,yea?
Romina
Verified reviewer
Electrical/Electronic Manufacturing, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2022
Easy to use tool
Olark is a great platform that adapts to all your needs, it has excellent functionalities and characteristics that are essential to communicating with your customers, and it allows you to keep track of the activities and interactions of your customers.
PROSOlark is a very easy-to-use platform with a simple interface, it is quite accessible since it is relatively cheap, it has excellent functions and features for a very low cost, you can use it completely free for 2 weeks, with Olark you can create quick answers for basic questions This is excellent because if a customer asks a question, they do not need to wait for an answer since quick responses are pre-assigned, with this platform you can offer the customer an excellent experience to increase sales.
CONSI have not obtained negative aspects of this software, it has offered me a fairly protected commercial tool, I have been able to increase sales and obtain better performance in terms of communication with my clients.
Vendor Response
Hi Romina, Thanks for your review. We're glad we could be helpful. If you have any questions around additional support we'd be happy to chat with you at Olark.com
Replied March 2023
Nick
Information Technology and Services, 11-50 employees
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
2
Reviewed February 2023
Review
Tried it on Trial, didn't like it, because can'tbe online all the time, because they don't have an app for mobile.
PROSLive chat option and analik module. It's easy to use and mobile application works fine for me. I can be online all the time.
CONSNo phone app, so I can't be online always. Not good analys and didn't like the chat module. Cancelled after trial.
Reason for choosing Olark
Just tried
Reasons for switching to Olark
Didn't like 'add free live chat' in Tawk.
Vendor Response
Hi Nick, Thanks for your review. We're glad we could be helpful. We're regularly updating our integrations & capabilities. If you would like to learn more, please chat with us at Olark.com
Replied February 2023
Brent Lionel
Verified reviewer
Information Technology and Services, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed 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.
PROSOlark 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.
CONSThe 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.
ELDHOSE
Verified reviewer
Computer Software, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed March 2019
A best solution to chat with customers on live website
With Olark we can manage all our customers and to have reduce our issues on the website in a higher manner. Olark is a great tool to manage all our needs.
PROSOlark is the best application to chat with customers and to engage with them so that we can generate more sales, Olark is also a great tool to manage the users who are currently visiting our website and to have their issues solved on real time. We are using the tool to solve issues which our customers raise when they visit the website. Olark seems to fulfill all our needs are we are happy with it.
CONSThe main issues is that the chat has a delay of more than 2 minutes, this makes the customers annoying. Please try to fix this issue asap.
Emmanuel
Verified reviewer
Information Technology and Services, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2019
Great Live Chat I have Used
Using Olark, really skyrockets our sales and we saw great ROI, we converted 80 percents of the visitor that comes to our site because we provide live support and answer to their questions real time.
PROSOlark is a great and easy live chat software I have ever used. you can easily integrate olark if other CRM software Google analytics salesforce, MailChimp, etc.. for a customer to make the final decision on our product olark has been a great tool for us to chat with customer real time. The most amazing part that I love most is been able to track what people doing at the website, the page they currently visiting and this has been a great tool for us
CONSexcepts for downtime that we experienced in two or three occasions, everything is great
Sean
Verified reviewer
Internet
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed April 2018
Easy to use and very open-ended
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.
PROSUX 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.
CONSCan'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.
Tom
Verified reviewer
Computer Software, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed November 2018
A quick and easy chat program to add to your website.
For an easy to use, easy to set up chat program Olark cannot be beat. It can help you understand whether chat will work for your business and what effort it will take to manage and maintain.
PROSEasy to install and integrate with an ability to set times and behavior with the chat dialogue.
CONSAt the time it required using a third-party chat program on your local computer (e.g. Trillian). They now have a number of chat clients available.
Jason
Verified reviewer
Hospitality, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2018
Our Online Chat Platform
Chat feature for our site and sales team.
PROSWe 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.
CONSIt 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.
Jackson
Verified reviewer
Marketing and Advertising, 11-50 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed February 2019
The Easiest Chat Technology for Your Website
This has allowed us to provide a very low cost, easy to implement chat solution for our clients and we haven't had people turn back after using it.
PROSOlark Chat is definitely one of, if not, the easiest chat platform for your website. I've helped many clients implement this chat feature on their site. It's easily deployed through Google Tag Manager or directly in the site code. The chat is managed through Olark's interface/portal. It's easily customizable from a design and functionality standpoint and requires no additional change in code on the site. It also is the best out-of-the-box chat solution I've encountered. It's my first recommendation for chat for clients, especially those wishing to test it out. Very affordable, and a month-to-month solution.
CONSI really don't have a negative to report for this chat platform with exception that the script does slightly slow down your website. I suppose it's not made for enterprises, but that's very clear in the marketing language that this is ideal for small to medium size businesses.
Natasha
2-10 employees
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2017
Fantastic Service
I work for All Seasons Weddings and we decided to try Olark on our website so that we can better help our customers. It's turned out to be such an amazing and helpful tool! The features are super helpful too once you know how to use them. Like forwarding an ongoing conversation and pre-loading some of your basic responses. The customers also get to rate their conversation with you which helps you to improve where needed. The one thing that would be helpful for the users though would be an indicator so that we know if someone is already typing a response to an inquiry. Maybe a button that the operator can click on to indicate the chat is being taken care of so other operators aren't also typing a response just to get kicked out. Still a wonderful customer service tool that really comes in handy and is convenient for the customers! I haven't had to contact the customer support yet, but they are always eager to help in any way that they can, so I'm sure that when I do, I won't be disappointed.
PROSeasy to use and always improving
CONSmultiple operators can start a response to an inquiry and the first one to hit enter wins. Would be helpful if the operator who will deal with it can click on a button 'respond' so that other operators will know and won't
Vendor Response
Thanks Natasha! Not sure if you've tried Round Robin routing for chats yet, but that might fix the issue of not knowing when a chat has been answered by another operator. Chat with us on Olark.com if you want to know more about that. [-Karl]
Replied January 2017
Bo
Printing, 10,000+ employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2017
Easy to use and get started with
Olark is a great chat tool. When you focus on one part of customer support like they did (chat), you end up with a good product. Pricing: I like their pricing policy. You can define the actual number of operators and get billed accordingly. You can go up and down on that number as you need. Functionality: Both the chat client and the operator view are easy to use. There is enough functionality to allow you to transfer chats between operators, ask for feedback, etc. Another great feature is sending some visitor information from your website where you use the client to the operator. For example, if your users log in, you can transfer the user information, email, etc for the operator to see. Stability: There have been some stability issues in the months before January 2017, but Olark seems to be on it and it improved recently. You can sign up for SMS and email alerts too. Reporting: Reporting is available, altho I would like to see some improvements. Most serious companies with a good customer support have operator schedules. I would love to be able to have the ability of defining schedules for each operator and have that included in the report. As much as you want to get reports from end users and about their satisfaction, you need to keep track of the operators and if they are sticking to the schedule.
PROSEease of use and integration.
CONSSome stability issues and outages.
Anonymous
201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
5
Reviewed July 2018
Use Olark on company website to live-chat with clients to answer questions, redirect them, etc.
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.
PROSVery 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.
CONSWanted 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.
James
Computer Software, 2-10 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2019
Very easy to use, for both website visitors and employees alike.
Olark works very well for what it is. Besides the occasional outages, it works exactly as described. We love being able to chat with our customers, but sometimes it would be handy to be able to send a screenshot of what we’re looking at on our end. Otherwise, it works great.
PROSOlark is very easy to use for all participants. We were concerned that it would be difficult for our website visitors to get the hang of, but we’ve not had any complaints so far! It’s very easy for us to use as well. We especially like the chat log feature. It helped us create a database of commonly-asked questions, which helps us when we have a new employee answering the chats.
CONSWe’ve experienced a few outages, but they weren’t very long. We were able to get back up and running within minutes, which is very important. The ability to share images with the visitors to our website would be handy. Other than that, we haven’t had any issues.
Aden
Marketing and Advertising, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed February 2017
Best Live Chat Option Out There!
I've looked at a number of live chat providers and Olark is my hands down favorite. It's incredibly easy to use and loaded with powerful features like targeted chat that you can't get from almost any other provider. Plus, the good folks over at Olark are incredibly helpful. I only gave Olark 4/5 stars for Features & Functionality because their Salesforce integration doesn't have many customization options and they don't have a Slack integration, but hopefully those will be rolling out soon. Otherwise, Olark is about as good as you can get!
PROSSuper easy to use, but loaded with powerful features.
CONSNo Slack integration and the Salesforce integration is a bit clunky.
Jeff
Computer Software, 51-200 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2017
Really like Olark
Olark has been great for us. It's been terrific to communicate with customers this way, however there have been some issues. 1) There have been a few times where Olark goes down. We don't rely entirely upon Olark, but that still causes problems 2) Cobrowsing is going away and that was the big differentiator between Olark and everyone else I evaluated 3) You can't include things like gifs and images in chat. Overall, pretty good product but lacks a competitive moat.
PROSWorks well. Easy to use. Easy to set up new operators, chat with customers, etc. Integrates with Help Scout, Zendesk, etc
CONSIt goes down at least twice a month for a few minutes to longer. Can't share gifs/images Doesn't have a lot of features or functionality to separate themselves from the pack
Lydia
Computer Software, 2-10 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2017
Olark & Venntive
We integrated Olark with Venntive and our customers as well as we find it incredibly valuable in managing customer questions and impressing new website visitors. Adding chat to your website really makes sense when it's integrated with your CRM and triggers a workflow for prompt follow-up. It's a great complement to our Tickets forms. We save our customers a ton of money over apps like Zendesk, UserVoice, and GetSatisfaction.
PROSIt's super easy to implement and customize in many ways. The folks at Olark are incredibly responsive to questions.
CONSHmmm, can't think of anything at the moment.
Nick
Information Technology and Services, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed January 2017
Overall good product!
We started using Olark because of it's simplicity and ease of use. Olark has served us well in that it only took minutes to integrate into our website and be fully functional. The customization features are simple enough that anyone can set up the integration. The only need to tie up Developer Teams is to copy/paste the snippet into the website code and you're done! If you're looking for a chat product that is simple yet professional looking, Olark is exactly what you're looking for!
PROSThe ease of integration and simplicity of the setup and customization
CONSThe removal of the co-browsing feature. In my mind, that was one of the things that set Olark apart from the other chat vendors. The ability to be on the phone with a customer and be able to see their screen makes customer service much easier and allows us to add a personal touch to our customer interactions.
Anonymous
11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
FUNCTIONALITY
5
Reviewed December 2018
Great customer support chat solution
Olark helps us to achieve better communication with our customers and to resolve smaller problems are users are experiencing almost instantly.
PROSIt is easy to use and it works like a charm. Instant notifications and email summaries are really helpful for improving communication with customers.
CONSAll is great except the issues we are getting from website performance tools which always mark Olark resources as a potential issue to page load experience.
Brent
Marketing and Advertising, 11-50 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed January 2017
Great for small businesses
Olark live chat is great for a small business who wants to interact with their customers through a Live Chat feature. For the money, you will not find a better service provider. The set-up is easy and you can be up and running in less than a day. We used a third-party app to work live chats on a mobile device so you can answer live chats on the go! My only major gripe is on their customer support. The reps typically force out web links for you to read about your problem. We had trouble using Chrome and never found a resolution other than using on IE. Overall a great product for a small business.
PROSThe ability to customize your live chat pop up box to match your website. Shortcuts saved many key strokes.
CONSTagging could be improved by forcing tags on each chat. Tagging shouldn't be free from text - you should select from a drop down or check box list.
Kevin
Wholesale, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2017
Olark Makes Support Easy
Chat support is key to providing the best customer service possible. We find the ROI is well worth it as customers are happy they get answers in seconds with out having to send an email. The tracking and other customizations that olark exposes makes it easy to see what all of your customers are looking at and ensure they are seeing the correct pages.
PROSBeing able to get live analytics is key. You can see how many people are on your site and what they are looking at.
CONSWe have seen the software go down more than we like with no real explanation of why. While its up 99% of the time any down time during business hours is not good.
Alisdair
Retail, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed January 2017
The Best Choice
Olark is a solid platform that allows us to serve our customers in an immediate way that many prefer to email or phone. Feature-rich and easy to use and configure, Olark allows us to respond quickly and simply to technical, marketing or customer service change requests.
PROSSimple, Easy, Robust and customers love it
CONSCost, occasional availability issues, needs stronger reporting (perhaps with internal SLA's) and more integrations.
mark
Hospitality, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2019
The most important tool we use
Olark has been the most important way we drive real leads to our business
PROSI like how easy it is to use and how our customers interact with us through its use. The way it pops up on our website is useful to our application
CONSNothing - it is so helpful to our way of doing business, both for new lead generation and serving our current customer base.
Leigh Ann
Higher Education, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2017
Impressive
We are a public University and we have this feature on our Admissions page for prospective parents and families can ask questions as they are browsing our website. It's very frequently used and we have never had any issues/problems or concerns with it. It's great and very easy to use.
PROSEase of use, and set up
CONSNothing - no concerns at this point and we have used it for a few years now. Serves our needs very well.