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

313 Reviews of Olark

 

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Software Advice Reviews (13)
More Reviews (300)

Showing 1-13 of 13

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

 
 

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 300


October 2018

October 2018

A customization chat function for e-commerce

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 simple way to add live chat and messaging to any e-commerce website

Pros

A lightweight async chat client that does not slow down your website load times, the UI can be customized to match your brand. Many plans and features including team management, transcripts, visitor page and cart tracking.

Cons

For our free legacy installation the visitor page and geolocation tracking is no longer working, not sure the reason.

Review Source: Capterra
 


October 2018

October 2018

Live Chat hub

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

Contact easily with others(no calling required)
Nicely designed(clean and simple)
Screen sharing with others to clearly umderstand and get the issues resolved

Cons

Not able to create your own specific username to due to one centralised server as other one has the same name

Not found any other disadvantage as not used it for long

Review Source: Capterra
 


October 2018

October 2018

Very good website chat option

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

We got good customer engagement and leads from chat. Our team was able to help website visitors progress further (and faster) in the funnel.

Pros

Olark is easy to set up and get started with quickly. With minimal (to none) IT involvement you can engage your website visitors. Very good options to trigger a chat based on activities and other attributes. Screen share option is good (sometimes buggy though).

Cons

Customization options for the appearance of chat window are limited.

Review Source: Capterra
 

Samantha from Self-employed
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Excellent Live Chat Software

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

Customer chat support statistics can be monitored real-time, which makes management easier. We just found it really helpful that transcripts/messages are searchable, so we can easily refer to these as necessary.

Pros

I love that it's simple to use, and even simpler to integrate with Wordpress. You're basically ready to go in a few minutes, even with no coding knowledge.

Cons

The per agent pricing can be quite steep, but it's only fair given the premium features of this software.

Review Source: Capterra
 

Sarah from CrossCountry Mortgage, Inc.
Number of employees: 1,001-5,000 employees Employees number: 1,001-5,000 employees

October 2018

October 2018

My Opinion of Olark

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

That it is so user-friendly and can easily be integrated with other software. I use it to communicate with my borrowers that are coming from out of state.

Cons

The only negative thing about Olark is that there are other programs similar to it.

Review Source: Capterra
 

Ellen from AHS
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2018

October 2018

Super Easy System To Connect With Customer Support

Ease-of-use

Functionality

Product Quality

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

I've noticed more and more websites with online chat windows to answer questions. Many are branded with Olark so I've had some experience with it. It's really easy to use on both a computer and a phone. I like that I can leave my name and email to wait for a response instead of staying on the page, however, as you can see in my cons, this happens a bit too much.

The biggest perk I think is how well it works on a phone.

Cons

I've only ever used this as a consumer, so I don't know how easy or hard it would be for a website owner to install on their side. For that reason, I haven't really come across any real cons.

I wish site owners would staff their side more, I get "Away" messages quite frequently.

Review Source: Capterra
 

Reese from Silver Paw
Number of employees: 11-50 employees Employees number: 11-50 employees

October 2018

October 2018

Speak up!

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

If you're looking for an easy to use chat program for your website, look no further. It's super easy to set up and use and it'll make contacting you very easy for your customers.

Cons

Their pricing structure leaves some desire. I wish they had lower costs.

Review Source: Capterra
 

Harsha from FusionCharts
Number of employees: 51-200 employees Employees number: 51-200 employees

October 2018

October 2018

One of the foremost customer chatting tool

Ease-of-use

Functionality

Product Quality

Value for Money

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

They know how to do customer sales/ support chat softwares really well.

Cons

There are many free alternatives that can take on Olark any day.

Review Source: Capterra
 

Yolibet from Fidelity Investments
Number of employees: 10,000+ employees Employees number: 10,000+ employees

October 2018

October 2018

This is so easy to use to implement live chats on my website!

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

This really could not be easier to use and I'm so glad that I got this for my business site. It makes it so easy to go ahead and answer questions for my customers!

Cons

Nothing at all! I highly recommend this software!

Review Source: Capterra
 


October 2018

October 2018

Reliable

Ease-of-use

Functionality

Product Quality

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality

We support one of our products through chat support using Olark and I love it so far.

Pros

I use this product for about 8 hours everyday and it's only gone down maybe once or twice.

Cons

Can't think of any. It's been reliable so far.

Review Source: Capterra
 


October 2018

October 2018

Good program. No Spellcheck

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 is great for having a user-friendly view as well as setting up as an admin. easily the features, and surveys you wish for users etc.

Pros

It is very cheap per user, it is easy to use and overall great if you are just starting to do live chat -

Cons

No Spellcheck ! We all need and love spellcheck.

Review Source: Capterra
 

Salvador from TicTop Sales
Number of employees: 2-10 employees Employees number: 2-10 employees

October 2018

October 2018

Easy to use, but expensive

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 have a small team and the relation ease of use, quality and price is high.
I have it integrated with a CRM, but I cannot share all data Olark generates for my lead management

Pros

You can have your chat online working in minutes.
It is very easy to define your look and configure conversations.
Staff working with Olark very, very quickly as it has a very friendly interface.

Cons

If you want to create a complex first level desk offered by chat online it becomes complex and expensive.

Review Source: Capterra
 

Jonathan from aus ants
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Checkout tawk.to and then make up your mind

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 loved it, used it and recommended it and then found tawk.to which is honest to god the same tool but free. Game changer.

Pros

This is a great tool. In a vacuum I would say its the best thing since sliced bread. However, we do not live in a vacuum and other tools exist that do the same job for free.

Cons

Well I get billed every month and that literally stabs my wallet and chest simultaneously.

Review Source: Capterra
 

Igor from TestDome
Number of employees: 11-50 employees Employees number: 11-50 employees

September 2018

September 2018

Practical live 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

Since we started using Olark at TestDome.com, our direct communication with our users has improved considerably.

Pros

Easy to use, nice UI. Good overview of visitors. Good chat review/transcript functionality.

Cons

Olark doesn't offer a mobile version of their app, only via Trillian.

Review Source: Capterra
 

Ganesh from Letscheckup
Number of employees: 2-10 employees Employees number: 2-10 employees

September 2018

September 2018

Livechat tool for website

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 the software which you need for Website. i like the way live chat collects the data for Recontacting customers / clients. Nice way to interact with customer and solves there Queries. Robust design and user friendly interference makes Olark best tool

Cons

Few thing i dislike about olark is it gets disconnected frequently but when i contacted Customer support they really support me with my Query.

Review Source: Capterra
 

Brad from 3dcart.com
Number of employees: 51-200 employees Employees number: 51-200 employees

September 2018

September 2018

Online Chat with Olark

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

Very easy to work with and install on the webstie.

Pros

Olark is a great feature to use. We let our customers know that for an online chat service Olark gives you many options and even a free option. I have recommended this to many of my customers.

Cons

Actually this software if worth getting. There are no cons as they do offer a free service as well and as I stated many of my customers use this service so their customers can chat live on the website.

Review Source: Capterra
 


September 2018

September 2018

Solid option for live chats on your website

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 was the perfect solution to our customer needing a simpler and more efficient communication option with their customers.

Pros

We used this software for a client's website where they needed to be able to provide support to customers via live chat. They often got simple requests about their product and it made the user experience so much better for both the company and the customer. I found Olark's customer service to be excellent.

Cons

The biggest drawback for us was the lack of customization options for the branding/look of the software. However, we were able to work around it to integrate it into their brand.

Review Source: Capterra
 


September 2018

September 2018

Using Olark was a great way to live-chat with my client

Ease-of-use

Functionality

Product Quality

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

My client used Olark as their primary means of live-chatting, and when I engaged with them using this platform, it was quick, efficient, and very effective as a tool for relaying information.

Cons

I think the design of the chat windows could be more minimal in regard to the design and the layout.

Review Source: GetApp
 


August 2018

August 2018

Useful live chat

Ease-of-use

Functionality

Product Quality

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

We looked for a chat that could easily adapt to our website. Olark represented the best tool we identified, since it incorporated all the key elements we were looking for, including the possibility to attach something

Cons

Nothing specifically. Maybe it could be nice to add some more customization in the chat format/template

Review Source: Capterra
 


August 2018

August 2018

Task management software with live chat for colleagues

Ease-of-use

Functionality

Product Quality

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

The best thing about this software is that you can have live chats with the collaborators of the project. It also includes regular features similarly to other task management software.

Cons

I also consider that it is not worth the cost for the difference it offers which could be found in other free software

Review Source: Capterra