Olark Reviews & Pricing

by Olark | Founded 2009, Wilmington, DE

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Overview Pricing Benefits Reviews Features

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What is Olark?

Industry Specialties: Ecommerce, SaaS, Education, Healthcare, Non-profit, Financial Services, Travel, Media & Entertainment

Olark is a cloud-based messaging platform that provides seamless interactions between businesses and customers. It offers real-time channels to communicate with customers and generate leads while improving customer support. It prioritizes chats that need follow-up and forwards them to the CRM.

It provides instant screen sharing for agents to assist website visitors. It also offers modules to upload files, images and videos for immediate support. It supports over 100 languages.

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DEPLOYMENT

PLATFORM

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User Sentiment

Based on 924 reviews:

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Product Screenshots and Videos

Olark Pricing

Based on our most recent analysis, Olark pricing starts at $29 (Per Seat, Monthly).

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Starting From: $29
Pricing Model: Per Seat, Monthly
Free Trial: Yes, Request for Free

Training Resources

Olark is supported with the following types of training:

Documentation
In Person
Live Online
Videos
Webinars

Support

The following support services are available for Olark:

Email
Phone
Chat
FAQ
Forum
Help Desk
Knowledge Base
Tickets
Training
24/7 Live Support

Olark Benefits and Insights

Why use Olark?

Key differentiators & advantages of Olark

Enhance Customer Support: Speed up workflows by setting up automation rules. Keep visitors engaged by routing chats to the correct department. Track user behavior and send automatic messages. Personalize messages based on browsing details, including referring URL and location.
Improve Data Collection: Gather relevant data using live chat transcripts. Filter and custom search customer information as needed. Saves offline emails and online chat transcripts in an archive. It captures details including chat ratings, email, location, name and the origin of the live chat page.
Strengthen Engagement Rate: Answer queries or schedule demos in real time. Support customers without interrupting their browsing session with visitor insights and cobrowsing. It provides a non-branded chatbot to help visitors stay focused on the product, not the brand.
Increase Sales: Capture leads from different locations by detecting in-use language and translating in real time. Prioritize chats and score leads by collecting visitor data from multiple websites. It also provides access to company data, size, social profile links and relevant profiles to understand the audience. It displays the user’s age, gender, company name, job title and more.
Free Trial: Get hands-on access with a free 14-day trial version.

Industry Expertise

It is suitable for B2B and B2C businesses of all sizes and non-profit organizations.

Olark Reviews

Average customer reviews & user sentiment summary for Olark:

924 reviews

91%

of users would recommend this product

Synopsis of User Ratings and Reviews

Based on an aggregate of Olark reviews taken from the sources above, the following pros & cons have been curated by a SelectHub Market Analyst.

Pros

Simple to Use: Olark's interface is clean and intuitive, making it easy for users to navigate and find the features they need. The learning curve is minimal, allowing teams to get up and running quickly without extensive training.
Customization Options: Olark provides a variety of customization options, allowing users to tailor the chat experience to their brand and website. This includes customizing the chat box's appearance, creating automated messages, and setting up pre-chat surveys to gather visitor information.
Integrations: Olark integrates with numerous third-party applications, such as CRM systems, email marketing platforms, and help desk software. This allows users to streamline their workflows and improve efficiency by connecting Olark with their existing tools.
Real-Time Reporting: Olark offers real-time reporting features that provide insights into chat volume, visitor engagement, and agent performance. These reports help users track key metrics and make data-driven decisions to optimize their live chat strategy.

Cons

Limited Customization: Olark offers basic customization options, but users seeking advanced branding control or unique chat box designs may find the platform restrictive. For example, modifying the chat box's shape or adding interactive elements might not be possible.
Reporting Features: While Olark provides basic reporting on chat volume and agent activity, it may lack the depth of analytics that some businesses require. Users who need granular insights into customer behavior, chat flow, or agent performance might find the reporting capabilities insufficient.
Integrations: Olark integrates with popular CRM and helpdesk platforms, but the range of integrations might not be as extensive as some competitors. Users relying on niche or industry-specific software may encounter compatibility challenges.

Researcher's Summary:

Users of Olark, the live chat software, frequently praise its user-friendly interface and straightforward setup, making it a popular choice for businesses of all sizes. The platform's intuitive design allows customer service representatives to manage multiple conversations simultaneously, boosting efficiency and response times. Olark's reporting and analytics tools also receive positive feedback, providing valuable insights into customer interactions and team performance. However, some users note that Olark's customization options are somewhat limited compared to competitors like Zendesk Chat and LiveChat. While Olark offers basic customization features, businesses with complex branding or workflow requirements may find it restrictive. Additionally, Olark's pricing structure, based on the number of operators, can become expensive for larger teams.

Despite these limitations, Olark's strengths lie in its ease of use, affordability for smaller teams, and focus on core live chat functionality. This makes it an ideal choice for small to medium-sized businesses seeking a simple and effective solution to engage with website visitors and provide real-time support. Olark's emphasis on user-friendliness and essential features ensures that businesses can quickly implement and utilize the platform without a steep learning curve or excessive costs.

Key Features

Reporting and Analytics: Sort and filter customer data based on satisfaction ratings and conversation tags. Check for highest and lowest rated chats. Filter most frequent chat topics. Receive automatic email summaries on a daily, weekly and monthly basis. Check which day and time the visitors are most interested.
Chatbox Forms: Customize forms and pre-chat surveys to gather customer details before starting a conversation. Send offline messages via emails for agents to contact them as needed. Provide optional questions and add automated chat rules for frequent visitors.
Team Management: Manage, monitor and keep track of team performance. Tracks activity reports and limits the number of chats for a single agent to handle. Assign chats to the next available agent if the current agent cannot assist the customer. Save links, documents, FAQs and product pitches for quick access.
Integration: Choose the preferred software and stay connected with sales, marketing and support processes. Use live chat plugins to integrate with eCommerce platforms. Provides seamless integration with help desks, CRMs, team communication and marketing automation platforms. Customize integrations using Webhooks for platforms that do not support the preferred CRM.
Canned Responses: Pre-program and personalize responses for the team and individual purposes with the text expander. Use shortcuts to recall long and common answers.
Chatbox: Customize a chatbox that aligns with the website’s color and brand. Adjust shape, size, colors and position. Personalize live chat by using human avatars. Choose the language the user is comfortable with by picking from a list of available languages.

Limitations

At the time of this review, these are the limitations according to user feedback:

Doesn’t provide custom bots.
Doesn’t offer video chat.
Doesn’t have a mobile application.

Suite Support

Support hours are available Monday through Friday, 7 a.m to 4 p.m. PT, 10 a.m to 7 p.m. EST and 3 p.m. to 12 a.m. GMT.

Email: [email protected].

Phone: Not mentioned.

Training: Demo videos. The enterprise paid plan offers training for the support team. The vendor also offers free and paid customer service training courses. Access the help center for further assistance.

Tickets: Submit support tickets by providing detailed information.