Olark Reviews & Product Details

It's easy for clients to write in for help, they get instant access to a team of experts, and the experience is seamless on their end.

It's hard as a user to see who on the team is taking a conversation. There's no real time transcript updating like Intercom. Often, I've typed out a response to a client before I realize someone else already responded, so that was time wasted.

Chat for support for our clients. It's a great solution for them when they need help.

It's simple. There is a low barrier to entry for new users. I wish it could do more in terms of sending content to the user, but it's reliable and it works.

The content we can send is limited. It would be awesome to be able to send photos, GIFs and other content to the user. I also wish the chat bug was a bit smaller and/or we could push it around the screen depending on the page.

I like Olark for communicating with users as they use our product live online. The benefit we get is we are able to head off problems before the user has to call or email us for help.

Embedding live chat with a line of JS is pretty sweet. Helps us communicate with our users by pulling specific ones (triggered by analytics events) into a chat and lets us provide live help within our app! The web interface is good but logs us out too easily. The api is okay and the administration of operators is good. The price is okay, currently still on a free startup plan but will need to pay soon.

NO MOBILE APPS! What year is it, olark? Both on android and iOS you need to use junky 3rd party chat apps that have zero tools for a business communication app. Even firehose chat is better! With happy fox and zopim out there as well, olark needfs to step its game up, heavily. There is no option to not set your opeators to "offline" if they miss a chat, which I should be able to disable. Our operators have permission to skip specific chat topics but this sets them offline!! WHY!? The chat the user sees looks almost "fake" and untrusted. A lot of times users ignore it because they think we'll be a robot on the other end.

Needed to provide support to some users, live as well as trigger chats with specific users we select (sort of like intercom but built in-house). It works okay for both of these, we can in fact chat with them, the experience is just sub-par.

Ease of use Ease of implementation Surveys after customer service chats Customer support is helpful Chatbot feature

I don't know of any downsides. Settings are need a little more fine-tuning.

It is good for a quick customer service solution. It prevents customers from having to come into the office or wait on a phone call from a CSR.

It allows our entire team to be in live chat through the day to be able to serve our customers the best way possible.

I wish we could see everyone that is logged into the chat at the Same time

We can communicate with customers who need to solve a problem quickly but can’t get on the phone.

Like how straightforward and real-time it is, the ability to customize notifications and save shortcuts, and how easy it is to toggle available status on/off.

occasionally, it hangs, spins, or the availability toggle locks up or disappears - not really awesome.

additional channel for interacting with client base.

It's a simple tool and it lets us interact with customers at a very important step in the buying process. The filtering and customization lets us adapt it to our site nicely. Reporting lets us measure employee performance.

I can't think of something I dislike. The tool is very useful. If I could make it better I might consider integrating it into other services like gmail or hubspot to manage everything in one place.

Customer communication is key for us. The conversion increases if we have an opportunity to speak with them. Customers are liking not having to talk with someone on the phone. It also lets us see traffic and when and where customers are shopping on the site. It gives us a great amount of insight.

Love how simple it is to adjust settings for the chat, seems to be very easy for the users to use as well which is very important (we've used other chat platforms before where costumers felt lost and ended up just calling).

I wish it had more design options, the look is great but it would be cool to be able to implement more design elements and import our own assets to fully customize it.

Costumer retention, it has helped greatly to be able to attend to our costumer's needs in real time while they're navigating through our website rather than them having to figure things out on their own and hesitate to give us a call or send an email due to urgency.

I like the ease and the integration with Salesforce

I wish that it would import the transcript into Salesforce

The ability to interact with potential clients. Also keeps track of the people in the chat that we miss!

What I like best is how with Olark I am able easily to connect with customers in real-time and see what they're seeing. Some customers don't want to call in and they might be multitasking so task offers another medium for our customers to connect with us and shared their issues and get answers in real-time. This is great as opposed to emailing us through our contact form- which often involves a lot of back and forth and wait time between each party's response. It takes on average 10 minutes to get a chat complete to resolve all their questions, whereas versus email we would have to sometimes take up to 24 hours to get an issue resolved with all the back and forth. Also, with Olark, we can see what page the customer is seeing which ensures that we are both on the same page. #punny

I don't like how the link to that person's account doesn't automatically open. This means that I still have to manually pull up their account by searching by email in our system and this means more wait time for the client. Clients expect faster responses via chat and it would be nice if somehow Olark could be integrated with our CRM so that a customer's account can instantly pop up which would definitely create a WOW experience for clients as we are able to immediately look into the issue as opposed to searching for the account.

One of the main problems was response time. Previously we only had email channel where clients could write in. This meant a slow response time, and clients couldn't upload screenshots to their requests. This was a problem especially for our technical troubleshooting where a client was seeing something and we weren't sure what they were seeing and then they'd have to describe everything and then send us screenshots which further delayed the process. Plus, email led to a lot of back and forth which mean a longer response time to resolve their questions. With chat, they are now able to upload screenshots via Olark and we are able to answer all their questions while we're both available instead of waiting for the other party to reply by email. This has led to higher customer satisfaction.

I like the easy outline of the website.

I do not have any dislikes! I think the entire experience is amazing and I would definitely recommend anyone to this site. They are just amazing and great!

I am solving customer service issues through Olark.

Olark is great for businesses who have a chat function on their website! They make things so easy to chat with customers and the shortcuts are a must!

There is some lag in the chats sometimes, but that could have to do with my internet connection.

We use Olark mainly to help customers troubleshoot purchases that they are having issues with or clarifying any questions that they might have about our product. The instant messaging helps a lot with those who are out of the country and needing immediate assistance, or those who are uncomfortable calling in to talk to a representative.

I like the friendly interface of Olark and the ability to track analytics easily.

As a business user, there really is nothing I dislike about Olark.

Providing service to customers who search products on our website. We answer any questions that they may have.

We implemented this in a day and it was SO easy to install. You can customize it a bit to match your branding. The customer's portal and the admin's portal is super clean and easy to use. It gets the job done.

Reporting is not extremely customizable. They just added send a photo, which is GREAT. I wish admins can send photos back, but I Think OLARK is working on this already. Other than that, I do not have many complaints.

Increasing conversion rates, reducing customer service emails and time, improving customer satisfaction with quick access to questions/answers.

I love how simple the system is to use and implement. It took us no time to get up and running and is such an amazing tool for our customers. Our Customers also love the quick easy solution for questions they have. If customers are on our website and have a question, they do not want any stumbling blocks on their path to purchase and this solves that issue!

We can’t easily transform a chat into our support system to create a ticket. Reporting is by extremely customizable either.

Olark helps us answer questions in real-time in order to lessen the path to purchase. We are able to convert our customers much quicker by removing stumbling blocks.

I love being able to reach out to my website traffic. It is an easy way to answer any questions and make a personal connection with people to retain them.

There is absolutely nothing I do not like about Olark. They let you customize your conversation box so you can make it according to your needs.

It helps businesses reach out to the website visitors.

How easy it is to use! It never crashes, ability to add personal shortcuts!

When I end chats at times it seems to not work then I have the same person chatting me hours later

Customer questions. Chat is great! If the phone lines are busy chat is a great alternative!

I really enjoy that you can use API's to integrate Admin access on our end within Olark.

Sometimes the Analytical reports will not email to me in a timely manner.

It allows us to chat with our customers - therefore offering quicker support than traditional methods. The ease of communication is excellent, and our customers are big fans of the chat feature.

The ability for us to add it to our existing websites, where ever we wanted was extremely easy.

There aren't as many "detailed reports" as with some other chat products. But what is there meets my needs.

Instant, real-time support and sales assistance for our customers.

Olark is extremely easy to use. It boots you off automatically if you forget to log out and don't respond to a chat within a few minutes. It pop's on your screen when anyone chats you like how an IM or Google Hangouts would.

There's nothing to dislike about olark. It's simple, straight forward, and easy.

We have a lot of traffic on our website and not everyone is calling in. With Olark we are able to chat with more of our customer base.