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

357 Reviews of Olark

 

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Software Advice Reviews (13)
More Reviews (344)

Showing 1-13 of 13

James from Xcobean
Specialty: Software / IT
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Olark is a flexible chat and support solution

Ease-of-use

Functionality

Product Quality

Customer Support

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.

Review Source
 
 

Matthew from Wootware Computers (Pty) Ltd
Specialty: Retail
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Great real-time chat software

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Pros

- Searchable chat transcripts make review easy
- Automated messaging makes users seem more responsive
- Reporting functionality is great for performance review

Cons

- Per agent pricing is a poor model which many live chat software seems to employ, Olark should stay ahead of the curve & make pricing more fair

Review Source
 
 

Jason from Neutron Industries
Specialty: Other services
Number of employees: 51-200 employees Employees number: 51-200 employees

August 2018

August 2018

Great experience for live chats

Ease-of-use

Functionality

Product Quality

Customer 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.

Review Source
 
 

Jordan from Paradise Valley Spas
Specialty: Retail
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

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

Product Quality

Customer 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.

Review Source
 
 

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

 
 

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 344


December 2018

December 2018

Love this tool!

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
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.

Review Source: Capterra
 


December 2018

December 2018

Gets The Job Done

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support
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!

Review Source: Capterra
 

Liz from Ramapo College Foundation
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Olark gets it done

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

Great, will use it

Pros

Very easy to install and use, great chat software

Cons

Not too many issues with implementation, Overall, good

Review Source: Capterra
 

Brent Lionel from Ezra Digital
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Olark is a great tool to respond to customer enquiries

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

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.

Review Source: Capterra
 

Kurt from Prodigious • brand logistics (Publicis Groupe)
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Simple Helpdesk Software 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

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

Review Source: Capterra
 

John from Country Life Natural Foods
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Simple interface with helpful features

Ease-of-use

Functionality

Product Quality

Value for Money

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

Review Source: Capterra
 


December 2018

December 2018

Best Chat tool for front end UI

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

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.

Review Source: Capterra
 


December 2018

December 2018

Easy to use

Ease-of-use

Functionality

Product Quality

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

Review Source: Capterra
 


December 2018

December 2018

You get what you pay for

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

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.

Review Source: Capterra
 

Mahmoud from Vaporstore
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Good enough for small Business

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

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

Review Source: Capterra
 

Kyle from Paws LLC
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Terrific option for 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

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

Cons

Some features are only available for the paid version

Review Source: Capterra
 

Jason from Petco
Number of employees: 11-50 employees Employees number: 11-50 employees

December 2018

December 2018

Awesome 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

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.

Review Source: Capterra
 

Robert from Classy Llama
Number of employees: 51-200 employees Employees number: 51-200 employees

December 2018

December 2018

Great Chat Software - Easy ROY

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

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.

Review Source: Capterra
 

Richard from rebel Financial
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Olark review

Ease-of-use

Functionality

Product Quality

Value for Money

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

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.

Review Source: Capterra
 

Michael from srs
Number of employees: 2-10 employees Employees number: 2-10 employees

December 2018

December 2018

Great 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

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!

Review Source: Capterra
 

Alexis from Aquent
Number of employees: 201-500 employees Employees number: 201-500 employees

December 2018

December 2018

Great solution for web chat

Ease-of-use

Functionality

Product Quality

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

Review Source: Capterra
 

Marco from Spotlime
Number of employees: 11-50 employees Employees number: 11-50 employees

November 2018

November 2018

Olark review

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
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

Review Source: Capterra
 


November 2018

November 2018

Olark a Chating 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

Olark is serving very good by facilitating the users with qualitative chats with clients.

Pros

Its user interface and good quality of connection is major positive point of this software.

Cons

It did not have any cons but it lacks at sharing graphics with users.

Review Source: Capterra
 

Kevin from ContentCollective Digital
Number of employees: 2-10 employees Employees number: 2-10 employees

November 2018

November 2018

Helpful Integrations & Automations made this a good choice for 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
Pros

While the free trial was limited in scope, a paid subscription ups the available features to include unlimited chats, automation, and a per chair subscription which kept cost low & chats easily managed.

Cons

The integration choices are fairly limited in comparison with other chat platforms, and the free plan is extremely limited. Even a small business would need more than 1 operator at times.

Review Source: Capterra
 


November 2018

November 2018

simplicity at its finest!

Ease-of-use

Functionality

Product Quality

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

Olark integrated with my companies site very easily and is about as simple to use as any interaction can be. I use this every single day with my counterpart and the two of us never bump into each other. Simplicity, simplicity, simplicity! Something many applications lack these days!

Cons

My only complaint is that I wish it could idle out faster. At times, I will walk away and completely forget to "no longer accept chats". Granted, this is not Olark's fault, however, I wish they would think of this feature for people like me!

Review Source: Capterra