I hope they've added a queue feature
August 11, 2014
I hope they've added a queue feature
Score 7 out of 10
Vetted Review
Verified User
Software Version
Bronze
Overall Satisfaction with Olark
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.
Pros
- 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
Cons
- 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
- Primarily, it was simply another channel on which our customers could reach us, which increased customer trust.
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