Great tool for basic chat communications! Not robust enough for a large corporations needs though.
January 23, 2020

Great tool for basic chat communications! Not robust enough for a large corporations needs though.

Anonymous | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Software Version


Overall Satisfaction with Olark

Olark was used by our entire Customer Support team for communicating with our customers via Live Chat. Olark provided our customers with a quick and easy way to communicate their questions as well as make small modifications to their orders. On the organizational side, having Live Chats available during our business hours greatly decreased our incoming phone call volume. Without it, we would have had to hire several new employees to cover the added phone volume.
  • Olark makes chat communications as simple as it should be. The user interface is extremely easy to learn and to use.
  • Shortcuts. Olark makes it very easy to create and store your own customized pre-written responses to allow for quicker/efficient assistance.
  • Screen-Sharing feature. I previously mentioned this as a positive and certainly meant it. The issue is that is doesn't work as intended 100% of the time. I think a bit more work could go into that feature so it's more consistent.
  • Reporting. Olark could use more robust reporting. The metrics that they do show are accurate and easy to view, but our organization likes to dive deeper into the metrics to better understand the impact of a program on our operations.
  • Positive impact on employee payroll. We would have to hire at least 1 or 2 more employees if we no longer offered Live Chat support.
  • I don't believe that Olark had any negative impacts on the business. We simply outgrew the platform.
Our organization just made the switch over to Zendesk and Zendesk Chat less than a month ago, so it is difficult to provide an accurate comparison. I will say though, that Zendesk has more robust reporting and far more options for integration. I am confident that Zendesk Chat provides us with more flexibility as we scale than Olark would have.
Our organization does not have any complaints about Olark's Support. Anytime we reached out to them for assistance, we received a prompt, helpful reply! As mentioned previously, we used Olark fairly basically so we didn't have too much need to work with their support team other than a few general questions here and there. They were always pleasant to work with.

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Olark is well-suited as a Live Chat platform for most small businesses and some intermediate-sized businesses. I don't know if we were using their most premium version, but regardless, it was not designed for a large corporation, for reasons mentioned previously. It is not a robust enough platform to scale your business too much. It's great at what it does though, and if I started my own small business and needed to offer live chat support to my customers, I would absolutely think about implementing Olark.