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Over Olark

Live chat-oplossing met CRM- en helpdesk-integratie en krachtige rapportagemogelijkheden.

Meer informatie over Olark

Pluspunten:

This point of sale software was very easy to use in our lounge. The touch screen interface is very intuitive.

Minpunten:

We should pay for the entire features of this software.

Beoordelingen van Olark

Gemiddelde score

Gebruiksgemak
4,7
Klantenservice
4,6
Functies
4,3
Prijs-kwaliteitverhouding
4,4

Waarschijnlijkheid van aanbeveling

8,7/10

Olark heeft een totaalscore van 4,5 van 5 sterren op basis van 473 gebruikersreviews op Capterra.

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Reviews filteren (473)

Steve
Steve
IT Manager in VS
Geverifieerde LinkedIn-gebruiker
Consumentengoederen
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Olark has been our trusted customer chat software for years.

5,0 6 jaar geleden

Pluspunten:

Easy to install. Both desktop clients as well as web clients available. Can set up default response templates. Nice back end reporting. Various configurations are available for the customer user interface depending on your preference.

Minpunten:

Needs an auto responder. If it has one, I don't know where it is. I want it to auto-reply to the customer with a message such as, "Thank you for your message. Please give us a couple minutes to reply." We have customers who expect an immediate response and don't want to wait more than 15 seconds.

Brent Lionel
Brent Lionel
Virtual Assistant in Filipijnen
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Olark is a great tool to respond to customer enquiries

4,0 6 jaar geleden

Opmerkingen: Overall, it's okay but there's a lot of room for improvement.

Pluspunten:

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.

Minpunten:

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.

Nick
BDM in Tsjechië
Informatietechnologie en -diensten, 11-50 werknemers
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

Eerder overwogen alternatieven:

Review

3,0 2 jaar geleden

Opmerkingen: Tried it on Trial, didn't like it, because can'tbe online all the time, because they don't have an app for mobile.

Pluspunten:

Live chat option and analik module. It's easy to use and mobile application works fine for me. I can be online all the time.

Minpunten:

No phone app, so I can't be online always. Not good analys and didn't like the chat module. Cancelled after trial.

Reactie Olark

2 jaar geleden

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

ELDHOSE
ELDHOSE
CEO in India
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

A best solution to chat with customers on live website

4,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

Olark 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.

Minpunten:

The 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.

Brandie
Brandie
Director of Sales & Marketing in VS
Geverifieerde LinkedIn-gebruiker
Financiële dienstverlening, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Olark = powerful tool for teams

5,0 6 jaar geleden

Opmerkingen: Very easy to use. Great visibility to customer experience with your business.

Pluspunten:

Olark was simple to install, integrates well with our Wordpress website, and it was easy for our service reps to use. The best part about Olark from a business standpoint is the chat log. You can audit all chats, which will allow you to train operators on best practices for chat. You can also see how many chats go unanswered and when, and try to figure out why.

Minpunten:

My only complaint is that I wish it integrated better with HubSpot.

Abiola
Abiola
Consumer Relations Analyst in Nigeria
Geverifieerde LinkedIn-gebruiker
Consumentengoederen
Heeft de software gebruikt voor: Gratis proef
Bron van de reviewer

Excellent helpdesk solution.

5,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

Olark 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?

Emmanuel
Emmanuel
Software Engineer in Nigeria
Geverifieerde LinkedIn-gebruiker
Informatietechnologie en -diensten, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Great Live Chat I have Used

5,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

Olark 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

Minpunten:

excepts for downtime that we experienced in two or three occasions, everything is great

Anmol
Anmol
Sr. Analyst in VS
Geverifieerde LinkedIn-gebruiker
Gezondheid, wellness en fitness, 1.001-5.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

A good value for money tool

4,0 5 jaar geleden

Pluspunten:

I used Olark daily while working at my first company. I used it almost daily and the good thing about Olark is it isk very simple, easy to learn/understand UI and gets the work done. It would be great for a small company/start up.

Minpunten:

Overall, it does get the work done but I didn't see any advanced functionalities like getting analytics of usage. May be text analytics to understand the most common type of concerns etc.

Reactie Olark

2 jaar geleden

Hi Anmol, Thanks for your review. We're glad we could be helpful. If you have any questions around additional support or around analytics we'd be happy to chat with you at Olark.com

Sean
Sean
Social Media Manager/Marketing & End-User Support in VS
Geverifieerde LinkedIn-gebruiker
Internet
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Easy to use and very open-ended

5,0 7 jaar geleden

Opmerkingen: 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.

Pluspunten:

UX 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.

Minpunten:

Can'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
Tom
CEO in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

A quick and easy chat program to add to your website.

5,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

Easy to install and integrate with an ability to set times and behavior with the chat dialogue.

Minpunten:

At 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.

Natasha
Office Manager in Canada
, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Fantastic Service

5,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

easy to use and always improving

Minpunten:

multiple 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

Reactie Olark

8 jaar geleden

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]

Bo
Director of E-Commerce in VS
Afdrukken en drukwerk, 10.000+ werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Easy to use and get started with

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

Eease of use and integration.

Minpunten:

Some stability issues and outages.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Religieuze instellingen, 201-500 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Use Olark on company website to live-chat with clients to answer questions, redirect them, etc.

4,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

Very 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.

Minpunten:

Wanted 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
CEO in VS
Computersoftware, 2-10 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer
Bron: SoftwareAdvice

Very easy to use, for both website visitors and employees alike.

4,0 6 jaar geleden

Opmerkingen: 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.

Pluspunten:

Olark 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.

Minpunten:

We’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.

Jayanth
Project Manager in VS
Verzekeringen, 501-1.000 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Olark is a simple yet very effective chat tool to use for any business

4,0 vorig jaar

Opmerkingen: Olark increased our chat traffic on the website with more Sales converted

Pluspunten:

Olark is affordable, easy to deploy & a very stable chat tool. Olark is intuitive for agents using it to assist & customers reaching out via chat

Minpunten:

Olark is missing features like smart assign, complex group configurations & smart bots compared to other chat tools in the market

Cheryl
Front Desk in VS
Horeca, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Great chat interface with an abundance of quality options

5,0 5 jaar geleden

Pluspunten:

This chat software makes bridging that gap between customers and your company easy! I love that I can be assisting guests on the phone, and assisting a guest via chat simultaneously providing better customer service as a whole. I like that it keeps a full history of conversations and contact information for long periods of time. This is great for marketing and follow up.

Minpunten:

I do wish there was a canned response that tells the customer "Agent" is away from her desk, please leave a message and a contact number and she will follow up shortly", as opposed to just saying there are no agents available and leaving customers in the dark.

Drew
Director of Operations in VS
Financiële dienstverlening, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easy to use, just wish they were more reliable

3,0 8 jaar geleden

Opmerkingen: I really enjoy using olark. It's one of the most streamlined and enjoyable chat experiences (for both customer and provider). I wish there were a few more features to customize the customer's interaction (required fields type things). The biggest problem is that our team has experienced a lot of downtime and it's very frustrating for your users when the chat doesn't work. Almost makes me want to turn off olark altogether sometimes.

Pluspunten:

Looks better than almost all other products (though I think it's falling behind and needs to update its appearance and UI to the customer)

Minpunten:

Poor reliability

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Kleding en mode, 2-10 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Easy to use

5,0 6 jaar geleden

Pluspunten:

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.

Minpunten:

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.

Geverifieerde reviewer
Geverifieerde LinkedIn-gebruiker
Computersoftware, 11-50 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great customer support chat solution

5,0 6 jaar geleden

Opmerkingen: Olark helps us to achieve better communication with our customers and to resolve smaller problems are users are experiencing almost instantly.

Pluspunten:

It is easy to use and it works like a charm. Instant notifications and email summaries are really helpful for improving communication with customers.

Minpunten:

All 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
Call Center Manager in VS
Marketing en reclame, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Great for small businesses

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

The ability to customize your live chat pop up box to match your website. Shortcuts saved many key strokes.

Minpunten:

Tagging 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
President in VS
Groothandel, 2-10 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Olark Makes Support Easy

4,0 8 jaar geleden

Opmerkingen: 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.

Pluspunten:

Being able to get live analytics is key. You can see how many people are on your site and what they are looking at.

Minpunten:

We 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.

Joe
Marketing Analyst in VS
Fabricage van elektrische/elektronische producten, 51-200 werknemers
Heeft de software gebruikt voor: 2+ jaar
Bron van de reviewer

Great tool for customer service and sales

5,0 8 jaar geleden

Opmerkingen: We relaunched our website in 2014 and included Olark. Ever since then, it has been tremendously helpful for both customer service inquiries and sales requests. The ability for our clients to access our representatives within two separate departments within a single chat box really brings the whole story together.

Pluspunten:

Ease of use, ability to transfer conversations

Minpunten:

Transferring a conversation should give the next operator visibility into the original question.

Caleb
Marketing Coordinator in VS
Publiceren, 11-50 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer

Olark has increased our sales!

5,0 8 jaar geleden

Opmerkingen: Thanks to the ease of use for both the customers and us as operators, our sales have increased significantly in the last 6 to 12 months. The new pricing plan was also a wonderful change and allowed us to add another operator. For us, Olark has been an amazing way to connect with our customers on a more personal level and make sales. Thank you Olark!

Pluspunten:

The customization features are not only nice, they are easy to implement and change at will.

Minpunten:

While I think the keyboard shortcuts are great (and use them), I can see how some users may find it not so easy. So it's good this feature is optional.

Shaun
Automation Strategy in VS
Geverifieerde LinkedIn-gebruiker
Computersoftware, 51-200 werknemers
Heeft de software gebruikt voor: 1+ jaar
Bron van de reviewer
Bron: GetApp

Oh look, Olark

5,0 6 jaar geleden

Pluspunten:

I like how easy this was to install- plus you can get a free trial. The analytics are great and I like several of the extensions and the possibility of integrating chat with other applications. The chat interface and its behavior are customizable to match our site's look and feel and business workflow.

Minpunten:

This product affects page load speed (which slows down my site, although it's true of many website add ons). I wish the pricing was more affordable with larger number of users.

Doug
IT Supervisor in VS
Consumentengoederen, 11-50 werknemers
Heeft de software gebruikt voor: 6-12 maanden
Bron van de reviewer

Great Find

5,0 8 jaar geleden

Opmerkingen: We came across Olark by recommendation of our website developer in the early goings of building our website in March 2016. After comparing/testing what we currently had and other competitors it was easy to chose Olark. The ability to see what your customers are doing really helps you give them the information that they need in order to make their visit easier. The ability to log your chats also is a big plus for us because it gives us some auditing to see where we can improve in our customer interactions. I would recommend Olark to anyone if you are considering adding chat functionality to your website.

Pluspunten:

Ease of installing on website and management are 5*'s

Minpunten:

I wish the base level had some more of the customizations available but it gets the job done so I can't complain too much.