Olark Live Chat Software used to connect you to the right customer. The software offers features like automated messaging, custom pre-chat surveys, detailed visitor insights, and in-depth reporting. Collaborate with your team and monitor the performance of your Lead generation. The software integrates with Salesforce, HelpScout, Zendesk, HubSpot, Groove, and more.
| Support | Business Hours Online | Customer Type | Freelancers Large Enterprises Medium Business Small Business |
| API | Contact | Wilmington, DE - 19801 | |
| Deployment | SaaS/Web/Cloud | Category | Live Chat Software |
Disclaimer: The pricing details were last updated on 11/01/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.
Pros: Olark lets you see what pages the customer had viewed, what page they are on, and even what referred them to your website.
It also tells you if the customer is new or if they are returning customer.
Cons: I wish there was a way for the system to know when I walk away from my desk so that customers aren't talking to an unoccupied chat!
Overall: I think chat is better the supporting customers over the phone, since you can easily send the links to the correct URL
Pros: I like Olarks simplistic approach to user interface design and this contributes to the ease of use,usually associated with Olark.
Olark customer support team is prompt and always available to be reached whenever we experience problems using Olark.
Its web analytics feature provides the sales and marketing department with reliable data on the sources of traffic to our website and average characteristics of our web visitors.
Cons: Olark should introduce a spellcheck feature.This way,agents will spend less time correcting typos.
Overall: Improved response time to customer query.
Pros: Easy to implement chat and messaging tool for your website. Chat works well.
Cons: Not a fan of the default templates, customization is not user friendly.
Pros: Integration with other tools such as Google Analytics is a really helpful feature. The interface is easy to use. The translation feature is also useful since some clients are not good with English.
Cons: Stability and minor features such as screen sharing can be improved. But I like that they're constantly improving the tool.
Pros: Offers support and service to customers in real time, which makes it very useful also in sales areas, can be used from a PC, even a mobile or a tablet, which facilitates portability to respond, all this through of an excellent interface.
Cons: Because it is a basic platform in some senses, it generates inconveniences when sharing from some brochures to graphs of operation of its services and finally, in some cases of inactivity, conversations are closed without prior notice.
Pros: This application has been an excellent innovation for our company since it has allowed us to interact with the client or possible clients in an easy and effective way through a very user-friendly chat, in the area of technical support of our company has been an excellent filter for clients problems
Cons: It will be good if we could share some multimedia content in the chats with clients such as images and screamshots
Overall: Perfect way to get in touch with your clients
Pros: It is a really ease to use app, the chat platform is very friendly and an excellent way to keep in touch with our costumers, they feel that they can reach us any time with any question that they have and they know we will be able to help them in real time
Cons: So far I haven't found them any problem, I try to convince my other clients so they can install in their websites or replace the one that they have
Overall: Especially in taxes season my costumers needs to be in touch with me with questions regarding their taxes either they can use or add or take away any expensive or income so that way we can work together in real time
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.
Olark is easy to use and allows faster connection with customers in real-time. You're able to see when they're typing and what pages they're looking at which helps make a more WOW experience as you're able to more easily diagnose the issues.
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.
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.
Olark is easy to use and allows faster connection with customers in real-time. You're able to see when they're typing and what pages they're looking at which helps make a more WOW experience as you're able to more easily diagnose the issues.
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.
Pros: I find so much value in products that are intuitive & easy to train on. This product is it.
Cons: NA. Having used this product for a short period of time, I didn't find any issues that limited productivity.
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