Olark reviews

The Best Customer Service Add On!

Opmerkingen: Our company (which is a SaaS), started using Olark after we had major issues with another website chat client. Olark is way better and is definitely more reliable. Apart from work, I also use Olark for one of my e-commerce side businesses. Right now, it can easily be integrated with WordPress. Not sure about other platforms, though.

Pluspunten:

1) User-Friendly: I've found Olark to have a very simple and user-friendly interface for both - the recipient and the sender. 2) Affordability: Olark gives you the opportunity to look much bigger and way more professional than you already are! All of this at a very nominal price, of course. As of April 2019, Olark has one pricing model that can either be billed monthly, annually or for two years straight. As you choose a longer commitment, the prices reduce accordingly. Also, if you're not sure about what chat client is best suited for your business, you can always try Olark for 2 weeks, absolutely free. What I like the most is that there are no "Starter", "Pro", "Enterprise" discriminations! 3) Intelligence: Olark allows you to pre-assign quick responses that keep your customers from having to wait for an answer. Our employees love this feature because they don't have to type the same response again and again. Another smart feature is the notifications that our employees get when they leave their workstations and forget to log out. Olark gives the customer a quick response, giving them an option to send the chat as an email instead. This is great for a future follow-up. 4) Reporting Feature: Olark gives the administrator the option to assess the quality of an employees' chatting capabilities as well as his/her productivity levels. An employee can also learn from any feedback that's left by their customer with regard to their chat experience.

Minpunten:

1) No Image Sharing: This may not be a necessity for all businesses, however, we occasionally require our customers to send us screenshots of the issue that they are facing. This can help us serve them better. We have makeshift walkarounds for this, but having an image sharing option would be great. 2) One User At A Time: Unfortunately, only one user can be logged on to the agent at any given time. This could be a deal breaker larger businesses that have more than one customer care representative.

Easy to use support solution.

Pluspunten:

Olark is amongt the simplest helpdesk applications to try. It is intuitive and has a very short learning curve for new support staffs I have introduced to Olark. Olark has got an array of smart features , which helps the conversion rate on our website and also helps the sales team better improve the quality of customer service offered to customers and clients. I like the searchable transcript feature , which ensures every conversation between sales agents and web. visitors are saved in the cloud. Thereby allowing anyone on the sales team to search through the chat transcripts either for analysis purposes or to follow up on previous conversations. It has an efficient mobile approach ,which has ensures users who communicate with the website team via mobile phones, have a quality experience just as someone communicating via pc or tablet.

Minpunten:

Olark automatically closes open chat conversations if agents have not responded in over five minute. I wouldn't know why this was introduced ,however it does not do the sales team any good.

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

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

Decent value but performance somewhat lacking

Opmerkingen: When Olark is functioning correctly, it's a decent tool. The service is affordable, and this has been the largest draw. Our organization uses it as an integrated chat support option and it has helped take our support to a higher level. Some issues arise however when our users contact our other support channels and report "not getting a response" which we determined to result from our rep's not receiving the text, simply open chats with no content. We have no way to determine when this is happening or why but it comes and goes sporadically. When the transcripts are later sent to our email inbox (another of their useful features) we see the conversation, but by then it's too late and our customers are already frustrated. We've kept it for over 2 years because we've built a lot of our other functionality around it, however the problems (such as not having accurate visibility of when other reps are online as another example) have continued and we will likely be seeking an alternative option.

Pluspunten:

Easy to use Through metrics and reporting Easily integrated with other ticketing and metrics tracking programs

Minpunten:

Unable to post images (from the chat rep side) Performance/ functionality somewhat inconsistent Limited ability to create personalized macros Agent visibility (knowing when teammates are online) often unreliable/ not functional

There is no better option today than Olark.

Opmerkingen: Every time a potential client came in, we noticed that soon after we left our portal, we began to prove that it was what was needed, and we noticed that the accompaniment in the purchase is fundamental, especially when it comes to highly specialized articles. We looked for options similar to Olark but none offered that great ability to adapt to our needs, so we decided to install their live chat platform and the results changed completely, from having visits of a few minutes to a secure sale after each interaction. Apart from that, we achieved an integration with another platform such as Slack, which has led the work team not to lose any sales, and at the same time, has integrated us more as a team for common purposes.

Pluspunten:

When working with businesses of all kinds, especially the one that is linked to sales and customer service, one of the aspects imposed by the criterion of a good or bad experience is customer service. That's why I like Olark a lot, because you can offer an exclusive experience, which translates into higher sales. Since we used Olark, we have attracted more people, because thanks to its platform, it allows you to respond in record time, all those doubts about your products or services. Another thing that I like, is the ability that offers you to customize the chat to the corporate image of your company. Also, when you start communicating with any visitor, it allows you to know valuable data for your work, information such as location and contact details. Live chat is so important to us, and the best option you can find is Olark.

Minpunten:

All their years of experience offer you a shielded commercial option, which makes me not identify negative aspects of their platform or their services, quite the contrary, I have compared them with others and greater are the profits, a marvel.

Best Live Chat

Pluspunten:

Olark is hands down the best chat software we have used based on functionality, ease of use, and price. We have used 2 other softwares and none compare to Olark. Olark is easy to customize to fit your website (color scheme, style, design, etc) and it is easy to use (for both back end and front end users). We found our users are more engaged when chatting to us through Olark.

Minpunten:

The only complaint we have is that we can't share seats. This makes sense. Olark doesn't want you to only purchase one seat, yet have multiple users using it. I guess we were blessed in the last software we used which allowed us to have 2 people for one seat. The other software failed in other regards though, so we are fine paying for multiple seats with Olark. I guess we actually have one more complaint: people who chat with you can upload screenshots, but not the other way around. We cannot upload screen shots into the chat while chatting with people. This makes it difficult sometimes. We have to explain via words where to click on our website or where to sign a document. We would love if a feature was developed where both front end and back end users could attach screenshots.

What Olark lacks in functionality, it makes up for in simplicity and clean UI

Opmerkingen: Overall, I've loved using Olark as a simple sales and support tool. However, any ticket creation or formal integrations are lacking. If you're looking for a tool that is more than a simple one-to-one, one time communication tool, then I would look elsewhere.

Pluspunten:

The UI is clean, easy to use, and is honestly just pleasant to log into every day. Beyond that though, the shortcuts are helpful, and the storage of past chats is really advanced for the price point, and easy to sort through and keep track of. Lastly, the reporting and metrics are helpful in making informed decisions.

Minpunten:

There isn't a lot to Olark. It's a chat tool, pure and simple. The integrations are available, but they aren't easy to connect, and they don't provide a lot of output for the trouble.

Helped up convert bigger customers and expand customer service

Opmerkingen: The team had been using Olark for support before I joined and had it available for everyone looking at the website.
When I joined I did some analysis to see if it was worth keeping Olark running on the front-end of the website where non-customers could use it. Or could we save money and resources and just make the support available to customers after they logged in.
I was very nicely surprised to find that leaving it on the front of the website resulted in us converting customers x3 times the average size. I guess they liked to check us out and make sure there were real people there to talk to if any issues. The end numbers were that for every hour a support person was answering questions on the site we were earning a little over $100 in return.
These numbers resulted in us actually expanding the customer success team to make sure all time zones were covered.

Pluspunten:

Easy to set up and run with a distributed support team across the world.

Minpunten:

No real downsides. The software worked exactly as advertised.

Olark has been our trusted customer chat software for years.

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.

olark reviews

Pluspunten:

this has helped us as a small business connect with new clients that are interest right away on our website which allows us to connect with them at their peak interest which is best for sales driven businesses

Minpunten:

the software gets a little time to get used to but overall can really help a small business thrive

Olark is a very reliable and easy to use platform with limitations

Opmerkingen: 8 out of ten, with the two points really just all about limitations from an "AI" or Automated Response stand point of view and the inability to send graphics.

Pluspunten:

Olark has been our chat platform for three plus years and has proven itself to be a time saver, a great sales tool, and it has been an easy resource for our existing clients and CS Agents to utilize. Their ";" shortcuts are the easiest tools to use on many platforms we have tried. Aside from a few short outages, they are extremely reliable and their support team is responsive and very helpful.

Minpunten:

The limitations of Olark include the lack of ability to share graphics with our clients. We can receive images from them, but not being able to respond has been a severe limitation on our staff as we have to switch to email in order to send graphics. Their Screen Share option is nice, but with new contacts, this is a hard proposition to sell on letting a new company "take control" of your PC. If Olark allowed us to send graphics, screen caps, images, it would be the perfect platform as my team loves the ease of use and friendly tools.

Simple live chat software that gets the job done

Opmerkingen: 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.

Pluspunten:

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.

Minpunten:

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.

Great, easy to use service

Opmerkingen: This is a very easy turn-key solution to customer website chat. Our agents find the software very easy to use. Our customer really love the chat and ask us anything about our products and services, and often even place orders with our agents. Olark has been an invaluable addition to our customer service philosophy. Some things I wish Olark had the ability to do: 1. Block a user from entering a credit card number (yes, it happens) or custom RegEx matches, 2. allow customers to chat with us via SMS on their phones (our agents would chat in the same chat window that they currently do), and 3. have an Olark Android app so our agents can chat with customers after hours if needed (yes, we would pay them :-). Over all the experience has been very positive. Olark's customer service is caring and responsive. I would recommend trying Olark (really it's easy to implement or turn off). You've got nothing to lose, really. You can customize almost everything about it from the user's point of view.

Pluspunten:

VERY easy to implement and customize. Great use experience.

Minpunten:

Can't think of anything right now.

Olark Makes Communicating with Prospective Clients Easy and FUN

Opmerkingen: The reason I rated Olark so high is because I know they're working hard to provide their clients (those offering the customer support to THEIR clients) the best version possible of their product... Thus, offering our business clients an enjoyable interface and avenue of chatting to learn more information about our business. Every 6 mo or so we will receive an update or survey email from OLark, which says to me they ARE interested in their client's opinions and they do value us. Not to mention the interface is sleek and good looking and easy to use.

Pluspunten:

Interface and ease

Minpunten:

Yikes. I'm not sure. Maybe how often and loudly it pops up every time you open our page! That might be an option we can change though.

Squawking like a galah from outback Australia

Opmerkingen: We installed Olark pigin live chat on our first website and found it invaluable in assisting customers to choose the correct size of footwear and clothing. The most frequent question asked has been how much for postage? Livechat is useful for getting lazy/unmotivated/ web illiterate online customers quick answers. Despite the increasing popularity of live chat now - Australian web customers are reluctant to chat when the conversation is instigated by the website.

Pluspunten:

It works and the vendor does not continuously pester us to upgrade.

Minpunten:

I would like greater flexibility to change its appearance. This Christmas the festive themes were non relevant to Christmas in the Southern Hemisphere

Great chat interface with an abundance of quality options

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.

Easy to use, just wish they were more reliable

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

Easy to use

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.

A customization chat function for e-commerce

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

Pluspunten:

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.

Minpunten:

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

Amazingly easy although this latest version is a slight regression

Pluspunten:

Olark is so easy to use and customize. You can have multiple teams and adding new operators is a breeze. Everything else you need in a chatbox can be added on with customizable subscriptions.

Minpunten:

In the previous version they seemed less profit obsessed and you used to be able to screen share easily in the base package. Now it feels like every little extra bit

Great and super easy to setup for small business

Opmerkingen: As I mentioned, its easy to use and quick to setup software. They should add more data/reporting metrics from manager perspective.

Pluspunten:

1. Easy setup to get started 2. Lots of features/settings to customize 3. Easy to review chat history as a manager

Minpunten:

1. I would like a summarized list of things customers asked and rep was not able to provide with. 2. Also things that reps did well and vice-versa.

Great tool for customer service and sales

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.

Olark has increased our sales!

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.

Oh look, Olark

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.

Easy and Functional...With One Condition

Opmerkingen: I like the Olark interface and, as far as chat functions go, Olark may have the most to offer. I think it's great as a customer service channel but somewhat lacking as a lead generation and sales device.

Pluspunten:

With more and more business being done over the phone, some customers prefer to avoid business interactions or to limit them as much as possible. Olark makes it easy for those customers to engage business and ask questions on their terms: comfortably, quickly, and with little pressure. They can engage your organization in a chat directly from your website. Organizations, meanwhile, can easily engage multiple customers simultaneously through Olark.

Minpunten:

While Olark shines as a customer service device, I'd venture to say that it takes too much pressure off of customers from a sales standpoint. If a prospective customer prefers not to come into your store or even call you over the phone, the odds of that customer making a purchase are relatively low. I have seen a low volume of qualified leads generated through Olark.