TrustRadius Insights
Olark is a versatile live chat software that is widely used by customer service teams to provide immediate support to customers during the …
Starting at $15 per month
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What is Olark?
Olark is a website live chat tool for engaging website visitors while they browse. It can be used to to track leads, drive sales, provide support.
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Pricing
Self Service
$19.00
Cloud
Per Agent Per Month
Entry-level set up fee?
- No setup fee
Offerings
- Free Trial
- Free/Freemium Version
- Premium Consulting/Integration Services
Starting price (does not include set up fee)
- $15 per month
Product Details
- About
- Integrations
- Competitors
- Tech Details
- FAQs
What is Olark?
Olark Video
Olark Demo
Olark Integrations
Olark Competitors
Olark Technical Details
| Deployment Types | Software as a Service (SaaS), Cloud, or Web-Based |
|---|---|
| Operating Systems | Unspecified |
| Mobile Application | No |
Frequently Asked Questions
Olark is a website live chat tool for engaging website visitors while they browse. It can be used to to track leads, drive sales, provide support.
Olark starts at $15.
SnapEngage, LivePerson Conversation Cloud (LiveEngage), and ClickDesk are common alternatives for Olark.
The most common users of Olark are from Small Businesses (1-50 employees).
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Reviews and Ratings
(36)
Community Insights
TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!
- Business Problems Solved
Olark is a versatile live chat software that is widely used by customer service teams to provide immediate support to customers during the checkout process. By utilizing the chat widget on their website, customer service staff can engage with potential clients and address any questions or concerns they may have. The software also offers the option for screen sharing, which proves to be particularly useful when clients struggle to describe their issues. Additionally, Olark's chat archives are highly regarded for their convenience, allowing customer service representatives to reference past conversations and follow up with customers effectively.
Furthermore, Olark is praised for its ease of use and reliability, making it a popular choice among businesses of all sizes. The software offers a range of customizable features such as initiating conversations based on specific customer behaviors and storing chat transcripts. It also integrates seamlessly with popular platforms like Salesforce, Desk.com, and Zendesk, further enhancing its functionality and versatility. While some users have noted that stronger analytics capabilities would be beneficial, Olark has proven to be effective for companies with up to 15 employees actively engaged in chat support. Overall, Olark not only improves customer support but also helps businesses capture more leads and increase sales opportunities.
Attribute Ratings
Reviews
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January 23, 2020
Great tool for basic chat communications! Not robust enough for a large corporations needs though.
Olark was used by our entire Customer Support team for communicating with our customers via Live Chat. Olark provided our customers with a quick and easy way to communicate their questions as well as make small modifications to their orders. On the organizational side, having Live Chats available during our business hours greatly decreased our incoming phone call volume. Without it, we would have had to hire several new employees to cover the added phone volume.
- Olark makes chat communications as simple as it should be. The user interface is extremely easy to learn and to use.
- Shortcuts. Olark makes it very easy to create and store your own customized pre-written responses to allow for quicker/efficient assistance.
- Screen-Sharing feature. I previously mentioned this as a positive and certainly meant it. The issue is that is doesn't work as intended 100% of the time. I think a bit more work could go into that feature so it's more consistent.
- Reporting. Olark could use more robust reporting. The metrics that they do show are accurate and easy to view, but our organization likes to dive deeper into the metrics to better understand the impact of a program on our operations.
- Positive impact on employee payroll. We would have to hire at least 1 or 2 more employees if we no longer offered Live Chat support.
- I don't believe that Olark had any negative impacts on the business. We simply outgrew the platform.
- Zendesk Chat (formerly Zopim)
Our organization just made the switch over to Zendesk and Zendesk Chat less than a month ago, so it is difficult to provide an accurate comparison. I will say though, that Zendesk has more robust reporting and far more options for integration. I am confident that Zendesk Chat provides us with more flexibility as we scale than Olark would have.
September 19, 2019
Olark Makes it Simple to Chat with Customers in Real Time
We use the free version of Olark on our website and it is monitored by our customer service staff. It allows our customer to chat with us immediately if they have a question or issue with checkout. Because it is so quick and easy to chat we are able to turn problems into sales. We can also see what page the customer is on in the website and what pages they have visited. This lets us suggest other products for them to look at based on their browsing.
- Showing us what page the customer is on the website lets us track the path they follow through the products. It lets us know what what page they looked at and what they are looking at next, or if they are stalled on one page.
- Yotpo chat lets us know how the visitor came to our site - we can see in real time what the search query was.
- The away feature lets us put up a message on the chat about how to contact us while we are away plus links to commonly asked questions.
- The version we have does not allow us to set up a list of common responses to pop into a chat. We keep them handy on a separate document so it makes for extra steps.
- We have not been able to add html for clickable links in the away window even though the site says you can do it.
- We've been able to turn around sales we might have lost when the customer has trouble with payment. This is very frustrating for them and you can loose them quickly.
- By offering a coupon when the customer chats with us we have a better chance of keeping them on the site and completing the sale.
- I wish the chat alerts were more visible. When you are working and concentrating on other tasks you can miss the sound. We have missed chats.
We did use Zendesk chat for a short time but switched to Olark when a colleague suggested Olark was simpler. We were looking for a chat solution that was easy to understand and use visually, plus easy to switch between multiple people when taking turns monitoring chat. And we liked how it fit on the screen of the website - easy to see but not intrusive.