Olark vs. Textedly

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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I have used Textedly for several years. But recently, in my opinion their commitment to customers and customer service has dramatically declined. They made recent updates to their platform and dramatically increased prices without contacting existing customers. The price of my existing plan increased a significant amount. I have requested that the messages I have purchased be made available to my business and they will not release them until a certain date. When I contacted customer support and ask for resolution, the staff do not answer my questions or offer alternative solutions. I have requested that my account be closed and a refund of the 11 months that I have not used. They will not work with me and only offer that I pay for a higher priced plan or purchase additional messages at a very, very high rate. Please do not use this company. They are no longer considering the needs of customers that have been with them for several years.

• 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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• Ease of Use!!
• Great customer service when I've had to contact them.
• Great analytics.

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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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• Would like the ability to send longer messages.

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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.

From my experience, their customer service has been disappointing. They have not been willing to work with me and my needs. When pricing was significantly increased, I was not informed of this in advance. It simply increased and I discovered it by accident while reviewing my subscription.

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

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Sometimes I wonder if I'm just overlooking something because it's so easy to use. It literally took no time to be up and running with this program.

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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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When I ask questions to customer service, the questions are not all answered. They do not come back with alternative suggestions for me and my subscription. They are not rude but only provide standard "answers" that it appears they have been coached to give

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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• 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 updates to clients.
• Clients can get info without searching our website.
• Sign up is easy even for the most technologically illiterate.

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