Try Olark On a Lark
August 13, 2014

Try Olark On a Lark

Lindsay Bytof | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Gold

Modules Used

  • Pigeon

Overall Satisfaction with Olark

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.

Pros

  • 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.

Cons

  • 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.
  • I believe our customers are much happier as a result of us being able to directly address any issues they have - cancellations, technical difficulties, profile assistance, etc. This fosters return customers.
  • Negative impact would be that we spend time speaking with people who could not possibly be converted into sales leads - minors - who are on the internet to pass time.
  • zopim
I have not used zopim extensively, but my company has been looking into converting to ZenDesk. The one positive difference I did notice with zopim was the ability to easily email a transcript of a chat - and the user has the option to request it independently of the operator.
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.
All of my current colleagues use Olark - within my department. If I met someone who was in the same line of work as me who was not currently using Olark - I would highly recommend it for customer service. It's much less taxing than answering live phone lines - but just as direct and immediate. Obviously, the thing I dislike about it most is all of the 11 year old children who decide it's a good idea to 'be an actor' and want advice without their parents' knowledge - that does take up a considerable fraction of our time that you would not encounter over the phone, but it also protects you from dealing directly with stressful customers.

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