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
View PricingOverview
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.
Recent Reviews
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 Mid-sized Companies (51-1,000 employees).
Comparisons
Compare with
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
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
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.
March 16, 2018
Olark - A must have for your business!
Olark is mainly being used currently by our customer service team via the chat option on our company website. It is professional, very user friendly, whether you are the customer or the employee and the reporting features are great. We did not have to incorporate programming our site and reprogramming as we changed web providers, instead, we have Olark and it works with it all. So convenient and a program you can trust to offer an additional means of communication for the customers.
- 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.
- I have not found anything that does not work the way we need it too with Olark in our organization. I was concerned that it would not be able to accommodate our tremendous and somewhat unexpected rapid growth because so many of the programs we have used early on were failing us, but Olark has done just fine. Better than fine, excellent.
February 15, 2018
Olark, your household chat platform
Olark was previously used as a chat widget our clients and end users would engage my support team for help desk related inquiries. Our sales team also uses olark as a chat widget on our homepage to engage potential new clients. The problems olark helps us address is allowing our client base to communicate to us via our CSM or homepage so we can answer any questions or concerns they may have.
- Ability to chat via mobile web browsers.
- Ease of implementation.
- Their support is very courteous and eager to assist.
- More options to edit the theme of the chat widget.
- They lack a Mobile app for end users to chat with the individuals that reach out to them via chat.
- Their Slack integration needs some work, or I need to make sure all of the settings are in place correctly.
August 17, 2014
Chat and your users will like you better.
I have used Olark in my past two companies' customer service departments (which I managed) to interact with customers in real time.
Pros: Olark is very reliable, has many well thought out features and has very helpful customer service (via chat of course) when you need them. Its very customizable, intuitive and quick and easy to set up and maintain. Olark's features include - starting conversations when customers preform specific behaviors, storing transcripts, noticing when a customer is back for a 2nd visit, and acts as a "contact us" box when your chat agents are offline. You can have multiple employees on chat at the same time - though you do have to pay by user. They also integrate into a number of other platforms such as Salesforce, Desk.com and Zendesk. Though these integrations are rather limited.
Cons: I would love to see them get a bit stronger on analytics - they don't offer much in that department but you can include them in Google Analytics which gets you most of what you need to know. It'd be great if their integrations were a bit stronger (or if you could use more than one at a time). It can also be tricky to use if you have more than 15 employees that will be on chat.
All in all I highly recommend Olark and have enjoyed working with them over the past years!
Pros: Olark is very reliable, has many well thought out features and has very helpful customer service (via chat of course) when you need them. Its very customizable, intuitive and quick and easy to set up and maintain. Olark's features include - starting conversations when customers preform specific behaviors, storing transcripts, noticing when a customer is back for a 2nd visit, and acts as a "contact us" box when your chat agents are offline. You can have multiple employees on chat at the same time - though you do have to pay by user. They also integrate into a number of other platforms such as Salesforce, Desk.com and Zendesk. Though these integrations are rather limited.
Cons: I would love to see them get a bit stronger on analytics - they don't offer much in that department but you can include them in Google Analytics which gets you most of what you need to know. It'd be great if their integrations were a bit stronger (or if you could use more than one at a time). It can also be tricky to use if you have more than 15 employees that will be on chat.
All in all I highly recommend Olark and have enjoyed working with them over the past years!
- Customizations - It's easy to get it to do what you want it to.
- Intuitive features to get your customers to interact
- Customer Service - they are there when you need 'em!
- Nice clean design
- Analytic - They don't give you much, but you can tie it into Google Analytics
- Integrations are basic
- Difficult to use with > 15 employees
August 13, 2014
Try Olark On a Lark
Score 9 out of 10
Vetted Review
Verified User
Olark is primarily used in the customer service department of our company. Olark allows us to directly connect with and support our customers. As our website performs a variety of functions, we have a wide array of issues that arise that Olark allows us to resolve quickly and efficiently. There is nothing more frustrating for a customer than to want to use a tool, but unable to due to either lack of know how or technical difficulties. Additionally, as we are directly connected to the entertainment industry, much of what we do is extremely time sensitive. The immediacy of Olark allows to put out small fires quickly rather than wait for them to turn into full blown five alarm nightmares.
The screen share option has proven to be particularly helpful - especially with those clients who are not used to describing, in detail, the issue they're having - obviously compounded by frustration. The archives of all chats prove to be helpful as well when referencing past conversations for following up.
- Screen share is an invaluable tool for offering that support to customers who are not completely computer savvy and require some special TLC.
- Provides a user-friendly chat window - easy to read, and navigate.
- Also, Olark customer service whenever I've had an Olark question proves very helpful.
- Doesn't easily allow you to email a transcript of the chat you've had to a customer.
- Copy and pasting of chat information is difficult.
- Screen share sometimes does not work.
August 09, 2014
Do you want to personally interact with your customer base?
Olark has been specifically used by my organization as a tool to interact extensively with customers - answering questions about our website, services we offer, job opportunities, recruiting a larger customer base, and helping folks navigate our website. Olark is typically only used by a few individuals in the organization itself, although most office employees have a working knowledge of the program. As for business problems, Olark manages to provide instant gratification for those with internet access and burning questions or concerns.
- The program itself entails an incredibly easy set up with user-friendly features. It is also possible for multiple Operators to speak with customers/visitors at once - this particular feature can be useful if there is a large surge in visitor traffic.
- When logged into the LiveChat feature, Operators are able to see the visitor's location in the world, what pages they're looking at on your site, as well as previous pages browsed and lapsed time exploring your site.
- Olark also offers a great deal of custom features - it's a bit difficult to explain thoroughly, but for example, one may choose to customize the site's chat feature by creating a pop-up chat widget, or a "click to chat" feature image.
- 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.