What users are saying about
30 Ratings
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Score 8.1 out of 100
6 Ratings
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Score 9.3 out of 100

Likelihood to Recommend

Olark

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
Vivian Vassar | TrustRadius Reviewer

Smith.ai Live Website Chat

Smith.ai has consistently delivered over 50 new client leads from the website and has nearly twice the return on investment as our business advertising. Since installing the service we have seen more FAQ type questions answered here than on the phone helping keep the front office focused on tasks and helping clients instead of answer the phone. The chat function is particularly beneficial for evening and weekend client and prospect inquiries.If all you are seeking is a simple chat interface that isn't connected to your appointments or payment system there are cheaper solutions.
Neal Cornett | TrustRadius Reviewer

Pros

Olark

  • 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.
Anonymous | TrustRadius Reviewer

Smith.ai Live Website Chat

  • Pre-screening/qualifying potential new clients - Saves us hundreds of hours in lead qualification.
  • Integrating with our other software (Clio Manage, Calendly, website with their chatbot).
  • Super responsive customer support that fixes things the first time.
Anonymous | TrustRadius Reviewer

Cons

Olark

  • 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.
Anonymous | TrustRadius Reviewer

Smith.ai Live Website Chat

  • Really nothing has been bad. The only thing that is a little challenging is dashboard which splits chat and phone reception services, which can be confusing. But still very workable.
Anonymous | TrustRadius Reviewer

Likelihood to Renew

Olark

Olark 8.6
Based on 5 answers
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.
Lindsay Bytof | TrustRadius Reviewer

Smith.ai Live Website Chat

No score
No answers yet
No answers on this topic

Usability

Olark

No score
No answers yet
No answers on this topic

Smith.ai Live Website Chat

Smith.ai Live Website Chat 9.1
Based on 1 answer
The Smith.ai interface is frictionless and their how-to guides will help you make great chat question/answer decisions
Neal Cornett | TrustRadius Reviewer

Support Rating

Olark

Olark 9.5
Based on 2 answers
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.
Anonymous | TrustRadius Reviewer

Smith.ai Live Website Chat

Smith.ai Live Website Chat 9.3
Based on 6 answers
Smith.ai pays for itself if we can help one site visitor move down our lead funnel to being a client. We have averaged over 50+ new leads each month since implementing the chat and with a close rate for becoming new clients that is double what our advertising PPC new client closing rate has been.
Neal Cornett | TrustRadius Reviewer

Alternatives Considered

Olark

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.
Quinton Myers | TrustRadius Reviewer

Smith.ai Live Website Chat

I have not used other chat services. I use Smith.ai Receptionists and that service from Smith.ai has been flawless, so I went with them for chat as well.
Olivia Sheppard | TrustRadius Reviewer

Return on Investment

Olark

  • 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.
Adam Montgomery | TrustRadius Reviewer

Smith.ai Live Website Chat

  • Positive - Smith.ai has easily saved me $25k+ in receptionist costs. They probably helped me land another $50k in new business I would otherwise not have brought in the door because they immediately grabbed the client on our website so they didn't get away or have to wait 2 days for a call back. Great ROI (100 to 1 ROI is probably not an exaggeration for my law firm).
Anonymous | TrustRadius Reviewer

Screenshots

Pricing Details

Olark

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?

Olark Editions & Modules

Additional Pricing Details

Smith.ai Live Website Chat

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
Entry-level set up fee?
No

Smith.ai Live Website Chat Editions & Modules

Edition
Starter$140 + $71
Basic$300 + $62
Pro$600 + $53
CustomLet us know what you need
  1. per chat after 20
  2. per chat after 50
  3. per chat after 120
Additional Pricing Details
All Live Chat packages include: - Emailed chat transcripts - Custom branding - Mobile-optimized chat widget - Unlimited Smart Q&A - Unlimited Playbook: Program questions determined by previous answers to improve lead intake - Real-time Spanish-to-English translation - SMS/Text Answering - One-time chat custom programming (hours vary by package) - Web installation and set-up - Phone and e-mail support Additional features available: - Integration with CRM software (including Salesforce and Clio), Zapier, Slack and others: https://smith.ai/integrations - Appointment booking - Additional custom programming support

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