TrustRadius
I hope they've added a queue feature
https://www.trustradius.com/live-chatOlarkUnspecified8.428101
Allison Carlson profile photo
August 11, 2014

I hope they've added a queue feature

Score 7 out of 101
Vetted Review
Verified User
Review Source

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.
  • 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
  • Primarily, it was simply another channel on which our customers could reach us, which increased customer trust.
The main reason was that we had a really hard time integrating the Zendesk chat function into our UI, and once we discovered that Olark would not only integrate seamlessly with our website, but also automatically produce Zendesk support tickets, we were sold.
Currently, I'm not at a company that is considering using a chat function, but if we ever decided to, or I switched to a company that was considering it, I'd certainly revisit Olark as a recommended service.
It's easy, it's inexpensive, and it integrates nicely into a website's UI. I think the biggest question to ask is whether or not a chat service is needed - though I am personally always pro chat, as I look for it as a consumer on any website. If I don't have to pick up the phone, I'm a happy camper.