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
(1-6 of 6)Companies can't remove reviews or game the system. Here's why
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.
January 08, 2019
Chatting Made Easy
Olark is used by our customer agents and sales team to address questions and inquiries from visitors to our web site. It allows us to provide better and more timely customer support. We have also noticed that we are able to capture more leads and increase sales opportunities by having Olark on our website.
- Its ease of use and simple design is a huge plus.
- Their customer support is top notch. They have always been super responsive and helpful.
- Past chats are stored and easy to search.
- It's easy to customize to fit the look and feel of your website.
- It would be very helpful to send graphics (like screenshots) during chat sessions. Olark allows you to receive graphics but not send them.
- There is the occasional outage/downtime but it's usually back up and running pretty quickly.
- It would be nice if multiple users could share one seat, but they only offer one user per seat.
July 25, 2017
Reviewing Noah's Olark - A Live Chat Tale
Used as a live chat tool, olark has the ability to show service agents that a customer is typing and also has great searchability when digging through archives. [It's] Very easy to use and great for automated chats as well. [It's] Still fairly manual when customizing, so could use improvements there, but good for startups etc., searching for an easier-to-use product.
- Live chat automation
- Visual customization (holidays, etc.)
- Easy integration
- Still very manual when customizing
- Web only shows 5 visitors on site
- Searchability is limited (keyword)
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 11, 2014
I hope they've added a queue feature
I used Olark in my role as Support Manager at Zozi back in 2012-2013. I liked the level of ease it brought to allowing our customers to contact my team for support, but I was really displeased with the lack of a queue - we often had 8-10 people chatting us at once, and with a super small team of only 3 support agents, this made it difficult to multi-task (we also offered phone support, and often had to juggle both at once).
Other than that, Olark was a comprehensive product with excellent user support. If they've implemented a queue feature, then more power to them! I'd certainly recommend them as an option if my current company ever decides to go the chat support route.
Other than that, Olark was a comprehensive product with excellent user support. If they've implemented a queue feature, then more power to them! I'd certainly recommend them as an option if my current company ever decides to go the chat support route.
- Ease of contact - customers don't have to call
- Easy to understand - click and chat, anyone can understand that
- Good support for users - if something goes wrong the Olark team is on it
- Excellent chat logs
- Queue for customers - instead of piling several customers on a chat agent at once, queue the users for singular service, which actually results in a BETTER overall customer experience
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.