Atlassian Stride (discontinued) vs. Olark vs. Pure Chat by Ruby

Stride works well for those looking for just a communication tool. However, there are a lot of similar programs out there that offer more interesting features without being overwhelming. The simplicity works for and against Stride. Smaller groups would find Stride useful, especially if they are not concerned with the public rooms

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Olark chat is easy to set up and use. You can have more than one user logged in to monitor the chat on different computers. This makes a fast response time more likely. Although you have to be sure to keep your volume up on the computer so you hear the sound letting you know there's a chat waiting. I like that you can see the customers path through the website and you can put clickable links while you are in a chat to guide the customer to a product or a help page. Plus you can see if they actually went there. This makes it easier to upsell

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Chat is nothing new but the ease of use and functionality is key, that being said Pure Chat nails it across the board. We use the chat across our website and ad pages. Don't see a situation where this effective tool would be less appropriate, consumers want instant information and instant connection, chat provides both without being tied up on the phone

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• Stride is great as a chat tool with your team members online.
• Stride allows us to share documents and files with one another.

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• Olark is user friendly for both sides of the CHAT conversation. If you are initiating the chat, or the one receiving the chat, it is extremely easy to follow and use. There are many different levels of computer use comprehension and Olark is for every level.
• Olark has reporting features to allow you to check the quality of your employees chat abilities as well as their productivity. It provides feedback for the employee themselves to also see how they are doing and take any suggestions the customer may leave for them regarding their chat experience.
• Olark is very affordable and offers you the option, at a low cost, to look bigger and more professional that you even are. We were a smaller company and has the chat option with Olark and now have grown tremendously and STILL have the Olark chat option. Olark allowed us to grow and provide professionalism to our customers .
• The Olark program allows you to set up quick responses to keep your customer from waiting, and to allow your employees to not have to retype the same response over and over. It is a great program that the employees really enjoy as well. It reminds you if you forgot to log out when you left your desk and provides your customer a quick note giving them the option to send the chat as an email inquiry instead, so you don't miss a thing.

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• Online chat
• Multiple websites, multiple users
• Supervisor feature

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• Dark theme would be nice
• Better integrations to 1 on 1 chats, some software only works in group/room chat
• Platform is going away in a few months, so letting it run longer would be nice.

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• Not really an area of improvement for Olark specifically, but I will offer that it is incredibly important to keep in mind your company's "shopping hours" or peak traffic times (there is a Reports feature on the software that allows you to analyze peak traffic times).
• Transcript history can be a little tricky - if you're searching for a specific past conversation, sometimes you may get multiple search results and have to sift through them until you find exactly what you're looking for.
• I'd also offer that you will occasionally come across folks that are on your site to cyberbully or say nonsensical things. While there isn't an absolute fullproof way to deal with this, Olark does offer a nice "block" feature to disregard any unwanted conversations.

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• Transcripts that could generate in a PDF or Word doc rather than .txt file, option would be nice
• Chat is straight forward so not much room for improvement, we're happy with the service, functionality, and ease of use.

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To be honest, renewal decisions are not currently within my power. Hypothetically speaking, I'm very comfortable with the platform, have used it daily for nearly a year, and would see no reason to switch to anything else. The small criticisms I had are not significant enough to deter me from using Olark. It's a user friendly, effective tool for our department.

It is simply easy and customizable to be exactly what you need it to be

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Our organization does not have any complaints about Olark's Support. Anytime we reached out to them for assistance, we received a prompt, helpful reply! As mentioned previously, we used Olark fairly basically so we didn't have too much need to work with their support team other than a few general questions here and there. They were always pleasant to work with.

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Stride falls short in almost every regard. While Stride is affordable, Slack and Ryver offer vital integrations that increase efficiency and are more enjoyable for employees to use. The features of Slack and Ryver that add personalization of chat (private vs. public) also add a layer of efficiency and flexibility that are hard to pass up for the simplicity and affordability of Stride.

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Olark has an easier implementation process and has better functionality such as the ability to send commands through the platform to either create a ticket in your CRM or push an opportunity to salesforce; you're even able to 'push' the end user to a web page. Implementing their SDK is a snap as well.

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Didn't see much pros and cons comparing Pure Chat and Olark. They all do the job. However, Pure Chat is free to use on basic functions.

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• Stride helps with keeping your email inbox cleaner and more organized. More conversational messages can be done through Stride leaving our emails less cluttered and finding emails easier.
• Stride assists with keeping a record of all your past conversations with all team members. Referring to previous communications help us keep track of current statuses of projects.
• Stride helps us keep track of documents we've shared in the past with the team and retrieve them if we need to refer back to them later.

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• Olark allows my customer support team to respond to inquiries much faster than before.
• We have seen an uptick in sales as we are able to address more questions from website visitors.
• We have changed the design of our website based on chat feedback and questions obtained through Olark.

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• Instant connection with our clients and prospects
• Expanded our ability to increase client contact efficiency
• Allows us to stay up to date with the ever changing demand of consumers

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