Olark Makes it Simple to Chat with Customers in Real Time
September 19, 2019

Olark Makes it Simple to Chat with Customers in Real Time

Vivian Vassar | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

Other

Overall Satisfaction with Olark

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.

Pros

  • 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.

Cons

  • 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.
  • We've been able to turn around sales we might have lost when the customer has trouble with payment. This is very frustrating for them and you can loose them quickly.
  • By offering a coupon when the customer chats with us we have a better chance of keeping them on the site and completing the sale.
  • I wish the chat alerts were more visible. When you are working and concentrating on other tasks you can miss the sound. We have missed chats.
We did use Zendesk chat for a short time but switched to Olark when a colleague suggested Olark was simpler. We were looking for a chat solution that was easy to understand and use visually, plus easy to switch between multiple people when taking turns monitoring chat. And we liked how it fit on the screen of the website - easy to see but not intrusive.
I've used the Olark knowledge base and searched online for help on questions I had. The help section is easy to use. I have found most of the answers I need within minutes. Plus their help section has a chat feature in a box on the same level as the answers so when I did need more help it was right there for me. (didn't need to search for it on another part of the page) This box has a link to open a support ticket, twitter link for quick answers, and a systems notice.

Do you think Olark delivers good value for the price?

Yes

Are you happy with Olark's feature set?

Yes

Did Olark live up to sales and marketing promises?

Yes

Did implementation of Olark go as expected?

Yes

Would you buy Olark again?

Yes

Olark chat is easy to set up and use. You can have more than one user logged in to monitor the chat on different computers. This makes a fast response time more likely. Although you have to be sure to keep your volume up on the computer so you hear the sound letting you know there's a chat waiting. I like that you can see the customers path through the website and you can put clickable links while you are in a chat to guide the customer to a product or a help page. Plus you can see if they actually went there. This makes it easier to upsell.

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