Who Uses This Software?

Olark Live Chat is ideal for small- to mid-sized businesses in a wide range of markets, including retail, eCommerce, SaaS, education, and more.


Average Ratings

295 Reviews
  • 4.5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    $17.00/month/user
    See pricing details
  • Pricing Details
    Plans start at $17 per user per month. Annual price is $15 per user.
  • Free Version
    Yes
  • Free Trial
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
  • Support
    Online
    Business Hours

Vendor Details

  • Olark
  • www.olark.com/
  • Founded 2009
  • United States

About Olark

Olark Live Chat is the easiest way to start talking to the customers who are browsing your website. Add an Olark chat widget to your site and start helping more customers and closing more sales. Olark integrates with a number of CRM, eCommerce and Help Desk platforms to provide you with robust data and powerful customer insights.


Olark Features

  • Canned Responses
  • Geo Targeting
  • Offline Form
  • Proactive Chat
  • Screen Sharing
  • Third Party Integration
  • Transfers/Routing
  • Website Visitor Tracking

Olark Reviews Recently Reviewed!


Capterra-loader

Best Live Chat

Apr 23, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Olark is hands down the best chat software we have used based on functionality, ease of use, and price. We have used 2 other softwares and none compare to Olark.

Olark is easy to customize to fit your website (color scheme, style, design, etc) and it is easy to use (for both back end and front end users). We found our users are more engaged when chatting to us through Olark.

Cons: The only complaint we have is that we can't share seats. This makes sense. Olark doesn't want you to only purchase one seat, yet have multiple users using it. I guess we were blessed in the last software we used which allowed us to have 2 people for one seat. The other software failed in other regards though, so we are fine paying for multiple seats with Olark.

I guess we actually have one more complaint: people who chat with you can upload screenshots, but not the other way around. We cannot upload screen shots into the chat while chatting with people. This makes it difficult sometimes. We have to explain via words where to click on our website or where to sign a document. We would love if a feature was developed where both front end and back end users could attach screenshots.

Capterra-loader

Easy to use support solution.

Jul 10, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Olark is amongt the simplest helpdesk applications to try. It is intuitive and has a very short learning curve for new support staffs I have introduced to Olark.

Olark has got an array of smart features , which helps the conversion rate on our website and also helps the sales team better improve the quality of customer service offered to customers and clients.

I like the searchable transcript feature , which ensures every conversation between sales agents and web. visitors are saved in the cloud. Thereby allowing anyone on the sales team to search through the chat transcripts either for analysis purposes or to follow up on previous conversations. It has an efficient mobile approach ,which has ensures users who communicate with the website team via mobile phones, have a quality experience just as someone communicating via pc or tablet.

Cons: Olark automatically closes open chat conversations if agents have not responded in over five minute. I wouldn't know why this was introduced ,however it does not do the sales team any good.

Love Olark!

Apr 19, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
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Pros: The cute little touches

Cons: You can't block pervs longer than a mere 24 hours

Overall: I really enjoy using Olark. I think it's fun. The bird with the its little birdhouse is so cute, and the way it turns to nighttime when you're not accepting chats--adorable!

It's super easy to use. I am a huge fan of the notification systems. I like how you get both visual and auditory notifications, and well as follow-up notifications to remind you, "Hey! Don't forget about me over here! I'm still waiting!" I like how you can tag chats with whatever tag you desire; we've really had some fun with those!

The co-browsing feature is pretty awesome, though I'll admit, some of our customers are rather paranoid, and the fact we can do something like that freaks them out quite a bit, so I avoid telling most people we have the ability to co-browse. Still, it's a really cool feature, and it can be SO helpful!

One thing I wish they'd improve is the length of time you can block a user. When I last used Olark, the longest you could block someone was 24 hours. Some of the people who visit chat prove themselves worthy of a significantly longer blockage period.

Recommendations to other buyers: If you don't want to make it possible to initially block someone for more than 24 hours, perhaps after a particular IP address has been blocked X # of times, it is eligible to be blocked permanently? It;s not like a determined individual isn't going to find his/her way around the blockade anyway.

Fantastic Service

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: easy to use and always improving

Cons: multiple operators can start a response to an inquiry and the first one to hit enter wins. Would be helpful if the operator who will deal with it can click on a button 'respond' so that other operators will know and won't

Overall: I work for All Seasons Weddings and we decided to try Olark on our website so that we can better help our customers. It's turned out to be such an amazing and helpful tool! The features are super helpful too once you know how to use them. Like forwarding an ongoing conversation and pre-loading some of your basic responses. The customers also get to rate their conversation with you which helps you to improve where needed. The one thing that would be helpful for the users though would be an indicator so that we know if someone is already typing a response to an inquiry. Maybe a button that the operator can click on to indicate the chat is being taken care of so other operators aren't also typing a response just to get kicked out. Still a wonderful customer service tool that really comes in handy and is convenient for the customers! I haven't had to contact the customer support yet, but they are always eager to help in any way that they can, so I'm sure that when I do, I won't be disappointed.

Vendor Response

by Olark on January 13, 2017

Thanks Natasha! Not sure if you've tried Round Robin routing for chats yet, but that might fix the issue of not knowing when a chat has been answered by another operator. Chat with us on Olark.com if you want to know more about that. [-Karl]

Great chat solution

Jan 24, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Support is very responsive. Company uses Olark chat service itself for support - so you always end up getting a real person in real time during (West Coast) business hours.

Cons: Occasional service disruptions, but rarely longer than a few minutes.

Overall: We've been using Olark for two years on our website and usually perform at least 3 chats every business day with it. The chat interface and its behavior are nicely customizable to match our site's appearance and business workflow. Favorite features include the integration (we use Sugar CRM) for passing records of chats back into our CRM and marketing automation system (inbox25) and what Olark calls its Targeted Chat capability, where we can have automatic behaviors initiated for certain types of visitors on certain pages of our site, e.g. automatically initiating discussions with website visitors from North America who spend longer than a minute looking at our case studies.

We're fans of Olark and recommend it. Try it out on our site if you haven't already - it integrates quickly and is easy to test.

Easy to use and get started with

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Eease of use and integration.

Cons: Some stability issues and outages.

Overall: Olark is a great chat tool. When you focus on one part of customer support like they did (chat), you end up with a good product.

Pricing:

I like their pricing policy. You can define the actual number of operators and get billed accordingly. You can go up and down on that number as you need.

Functionality:

Both the chat client and the operator view are easy to use. There is enough functionality to allow you to transfer chats between operators, ask for feedback, etc.

Another great feature is sending some visitor information from your website where you use the client to the operator. For example, if your users log in, you can transfer the user information, email, etc for the operator to see.

Stability:

There have been some stability issues in the months before January 2017, but Olark seems to be on it and it improved recently. You can sign up for SMS and email alerts too.

Reporting:

Reporting is available, altho I would like to see some improvements. Most serious companies with a good customer support have operator schedules. I would love to be able to have the ability of defining schedules for each operator and have that included in the report. As much as you want to get reports from end users and about their satisfaction, you need to keep track of the operators and if they are sticking to the schedule.

Recommendations to other buyers: Improved reporting would be welcomed.

Great, easy to use service

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: VERY easy to implement and customize. Great use experience.

Cons: Can't think of anything right now.

Overall: This is a very easy turn-key solution to customer website chat. Our agents find the software very easy to use. Our customer really love the chat and ask us anything about our products and services, and often even place orders with our agents. Olark has been an invaluable addition to our customer service philosophy. Some things I wish Olark had the ability to do: 1. Block a user from entering a credit card number (yes, it happens) or custom RegEx matches, 2. allow customers to chat with us via SMS on their phones (our agents would chat in the same chat window that they currently do), and 3. have an Olark Android app so our agents can chat with customers after hours if needed (yes, we would pay them :-).

Over all the experience has been very positive. Olark's customer service is caring and responsive. I would recommend trying Olark (really it's easy to implement or turn off). You've got nothing to lose, really. You can customize almost everything about it from the user's point of view.

Recommendations to other buyers: I really can't imagine why someone wouldn't try it. There's really nothing to lose. Turn it on and if you don't like it, turn it off.

Capterra-loader

Chat Always Wins!

Aug 01, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have used a lot of different website chat software in my career and Olark is definitely the best one that I have used. It is relatively inexpensive and is easy to set up. It is also very easy to customize yourself without having someone from their team walk you through it. I recommend this tool to just about every client that I work with. Online chat is a huge success and Olark seems to have taken advantage of that in a big way.

Cons: I don't believe Olark has a phone app yet. The last time I used Olark I wanted to set up my sales team to use a phone app so that they can always talk to customers, even when they are home if they want. I don't believe that option is available yet but it would be nice!

Overall: I have used a lot of different website chat software in my career and Olark is definitely the best one that I have used.

Simple live chat software that gets the job done

Apr 10, 2018
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: Olark is a great first ever live chat software. It is super easy to set up and use. While it may lack features, everything critical is already there and working. So if you don't need any extra bells and whistles - Olark will work well for you.

Pros: The biggest advantage of Olark is how easy it is to install and have it running in no time. The dashboards features pretty extensive analytics and chat history. Customer support was also pretty quick when I had an issue. They also have a mobile app but I rarely used it.

Cons: I think the biggest con is that very same simplicity that makes it easy to use. I have had hard time generating a really detailed CSV report about the chat history of our team with timestamps, client emails, names, etc. The customization of the whole Olark experience for both us and the client is also pretty lacking.

Squawking like a galah from outback Australia

Jan 15, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It works and the vendor does not continuously pester us to upgrade.

Cons: I would like greater flexibility to change its appearance. This Christmas the festive themes were non relevant to Christmas in the Southern Hemisphere

Overall: We installed Olark pigin live chat on our first website and found it invaluable in assisting customers to choose the correct size of footwear and clothing. The most frequent question asked has been how much for postage? Livechat is useful for getting lazy/unmotivated/ web illiterate online customers quick answers. Despite the increasing popularity of live chat now - Australian web customers are reluctant to chat when the conversation is instigated by the website.

Recommendations to other buyers: Live chat does make a difference and small online retailers should install it as it allows them to put a more personal touch to the service they can offer on their online store.

Olark & Venntive

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It's super easy to implement and customize in many ways. The folks at Olark are incredibly responsive to questions.

Cons: Hmmm, can't think of anything at the moment.

Overall: We integrated Olark with Venntive and our customers as well as we find it incredibly valuable in managing customer questions and impressing new website visitors. Adding chat to your website really makes sense when it's integrated with your CRM and triggers a workflow for prompt follow-up. It's a great complement to our Tickets forms. We save our customers a ton of money over apps like Zendesk, UserVoice, and GetSatisfaction.

Recommendations to other buyers: Try the free version but if you're really serious about creating an end-to-end marketing-sales solution, upgrade asap to a paid version and integrate it, ideally, with Venntive. ;-)

Capterra-loader

Excellent helpdesk solution.

Jul 02, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I have tried and administered a few helpdesk solutions over the years and I think Olark stands out for me at this time,it could be different in future though.

I love Olark's simplistic approach ,everything from its user interface ,add-on services and features are simplified for teams and organizations to have a perfect understanding of how they work ,and how best to maximize their impact on an organizations sales(customer service) activity.

With Olark ,I am able to measure the performance of all agents reporting to me , set a limit on the amount of chats an agent can respond to at one time ,access vital analytic which becomes very important to helping my organization better prioritize chats,score our leads and modify our sales strategy by leveraging on the insights in visitor data collected from social profiles and on our website by Olark.

Cons: Olark needs to continuously innovate the Olark helpdesk solution. Over the last year ,Olark hasn't undergone any major change or upgrade in terms of features. An overly confident organization,yea?

Use Olark on company website to live-chat with clients to answer questions, redirect them, etc.

Jul 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: Very user friendly and easily customizable website live-chat feature. You can easily add your own branding/styling to the look of the chat, as well as customize the automatic replies and opening line. Rules also give you lots of ways you can fit Olark to your specific website or needs- i.e. we've setup different rules for visitors who reach different pages on the site, so we can help direct them to what they might be looking for there.

Cons: Wanted to use Olark on multiple sites owned by the same company, but was difficult to manage multiple accounts at the same time- costs more to add to each new site, and can't share the same settings. Would like to organize the past chats a little more.

Overall: Ability to chat directly with our website visitors in real-time, and help guide them through our site in order to hopefully complete a purchase. Helps make the site seem more user-friendly and transparent when users know there's a real human to chat with and answer their questions.

Overall good product!

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: The ease of integration and simplicity of the setup and customization

Cons: The removal of the co-browsing feature. In my mind, that was one of the things that set Olark apart from the other chat vendors. The ability to be on the phone with a customer and be able to see their screen makes customer service much easier and allows us to add a personal touch to our customer interactions.

Overall: We started using Olark because of it's simplicity and ease of use. Olark has served us well in that it only took minutes to integrate into our website and be fully functional. The customization features are simple enough that anyone can set up the integration. The only need to tie up Developer Teams is to copy/paste the snippet into the website code and you're done! If you're looking for a chat product that is simple yet professional looking, Olark is exactly what you're looking for!

Recommendations to other buyers: Bring back the co-browsing feature. Even if you dont have the ability to control the users screen for them, the ability to simply see what the user is doing and be able to direct them was paramount!

Olark Makes Communicating with Prospective Clients Easy and FUN

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Interface and ease

Cons: Yikes. I'm not sure. Maybe how often and loudly it pops up every time you open our page! That might be an option we can change though.

Overall: The reason I rated Olark so high is because I know they're working hard to provide their clients (those offering the customer support to THEIR clients) the best version possible of their product... Thus, offering our business clients an enjoyable interface and avenue of chatting to learn more information about our business. Every 6 mo or so we will receive an update or survey email from OLark, which says to me they ARE interested in their client's opinions and they do value us. Not to mention the interface is sleek and good looking and easy to use.

Vendor Response

by Olark on January 13, 2017

Thanks Carly!! [-Karl]

Best Live Chat Option Out There!

Feb 01, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Super easy to use, but loaded with powerful features.

Cons: No Slack integration and the Salesforce integration is a bit clunky.

Overall: I've looked at a number of live chat providers and Olark is my hands down favorite. It's incredibly easy to use and loaded with powerful features like targeted chat that you can't get from almost any other provider. Plus, the good folks over at Olark are incredibly helpful.

I only gave Olark 4/5 stars for Features & Functionality because their Salesforce integration doesn't have many customization options and they don't have a Slack integration, but hopefully those will be rolling out soon. Otherwise, Olark is about as good as you can get!

Recommendations to other buyers: Just get it!

Capterra-loader

Olark has been our trusted customer chat software for years.

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to install. Both desktop clients as well as web clients available. Can set up default response templates. Nice back end reporting. Various configurations are available for the customer user interface depending on your preference.

Cons: Needs an auto responder. If it has one, I don't know where it is. I want it to auto-reply to the customer with a message such as, "Thank you for your message. Please give us a couple minutes to reply." We have customers who expect an immediate response and don't want to wait more than 15 seconds.

Really like Olark

Jan 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Pros: Works well. Easy to use. Easy to set up new operators, chat with customers, etc. Integrates with Help Scout, Zendesk, etc

Cons: It goes down at least twice a month for a few minutes to longer.

Can't share gifs/images

Doesn't have a lot of features or functionality to separate themselves from the pack

Overall: Olark has been great for us. It's been terrific to communicate with customers this way, however there have been some issues.

1) There have been a few times where Olark goes down. We don't rely entirely upon Olark, but that still causes problems

2) Cobrowsing is going away and that was the big differentiator between Olark and everyone else I evaluated

3) You can't include things like gifs and images in chat.

Overall, pretty good product but lacks a competitive moat.

Recommendations to other buyers: Explore it and try it out!

Good features, but poor reliability

Jul 09, 2018
3/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
2 / 5
Customer Support
2 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: We wanted to offer our software customers a channel for support and Olark seemed like a good choice. The interface is easy to navigate, and they have done a good job of thinking through the experience, like being able to customize and "away" message and the confirmation message. It is also very easy to implement with just a couple lines of code.

Cons: The biggest problem with Olark is its reliability. We are currently in the process of switching away from it because we would be online, ready to chat, and customers would tell us that on their end it wasn't showing up. There were multiple planned and unplanned outages, and it cost us some good will with our customers.

Love the New Button Customization, and simplicity

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Clean design, ease of use as the administrator, and quick response from the customer service team.

Cons: Some of the initial information about the customer was hard to read...but with the new colors and look that showed up today, I think it has much improved.

Overall: We have been with Olark for just over 1 year, after using 2 other software options in the industry. For the price, Olark I believe has been the easiest to use with a clean design, customization options for your chat button, and with excellent customer service. We are very happy with Olark!

Recommendations to other buyers: I have a few operators who use glasses and have "older eyes". They have a hard time reading some of the initial customer text because it is so small. It would be great if there was customization options for how large the text is in the back of our chat settings.

Easy to use, just wish they were more reliable

Jan 13, 2017
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Looks better than almost all other products (though I think it's falling behind and needs to update its appearance and UI to the customer)

Cons: Poor reliability

Overall: I really enjoy using olark. It's one of the most streamlined and enjoyable chat experiences (for both customer and provider). I wish there were a few more features to customize the customer's interaction (required fields type things).

The biggest problem is that our team has experienced a lot of downtime and it's very frustrating for your users when the chat doesn't work. Almost makes me want to turn off olark altogether sometimes.

Easy to use, looks good!

Jan 23, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: That you can see where the customer is located, which pages they're on and what they're adding to cart.

Cons: Can't think of anything I don't like about it.

Overall: The software is very easy to use and setup, does the promised job and we particularly love the fact that it allows you to see where the customers are located, what they're looking at and what they're adding to cart. Wish it had a feature to add product pages into a chat (rather than sending links). Also, really like the new hummingbird! Highly recommended.

Recommendations to other buyers: Maybe create an app for businesses to run live chat on the go rather than on mobile?

One of the best live chat options out there

Jul 24, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that this was simple to install, plus it integrates with Google Analytics, which allows you to build data on where you chats are being initiated. I love the fact that it's unobtrusive on my website - some of the other chat services out there were too big and cluttered up my site. Olark doesn't.

Cons: I wish that there was a way to put chats on hold, or at least give the person chatting the option to leave information for a follow-up email later. I also wish that it allowed you to customize just a little bit more. It's important from a design standpoint to have the chat box match your website.

Overall: The biggest benefit is giving my prospects and customers another way to contact me without emailing or picking up the phone. Plus, it's been proven that live chat helps to boost your conversions, so it has had a positive impact on sales.

Olark rocks

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The white label option is key. No business wants advertising for another business on their website.

Cons: White label pricing seems a bit ridiculous.

Overall: We're able to conduct business over our website that never would've been possible before. Now people who don't like to talk on the phone can communicate with us effectively enough to receive the same level of service as those who call in.

Recommendations to other buyers: Seriously, give us a discount on the white label pricing. It's an unreasonable premium, and can be reduced without impact. Don't eliminate the premium altogether, just be less grabby.

Easiest way to bring real-time support to your customers

Jul 18, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Simple, easy and reliable chat tool that integrates well with CRM and other Help Desk software. Olark has been a game changer for us, we now can offer support right in the moment as customers need it to keep them running smooth with our product. The Olark team also provides stellar support over live chat to their own customers.

Cons: There much more designed for smaller chat teams, and lack a few features. They've just now implemented file sharing with in chats, this has been a huge help, and is something we've needed. They also don't quite have a note feature yet which would be very handy for our internal communication.

Overall: It's a quick and easy setup tool that gets you chatting with your customers in real-time. It's very reliable and integrates nicely into the workflow we have for our other help desk software.

Olark Makes Support Easy

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
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Pros: Being able to get live analytics is key. You can see how many people are on your site and what they are looking at.

Cons: We have seen the software go down more than we like with no real explanation of why. While its up 99% of the time any down time during business hours is not good.

Overall: Chat support is key to providing the best customer service possible. We find the ROI is well worth it as customers are happy they get answers in seconds with out having to send an email. The tracking and other customizations that olark exposes makes it easy to see what all of your customers are looking at and ensure they are seeing the correct pages.

Recommendations to other buyers: I highly recommend looking into the additional hooks and integration Olark supports.

Olark, website chat and customer engagement

May 22, 2018
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Olark is a great way to engage with prospective customer and current users of your product. It provides a different method of engagement than the traditional email or phone-based contact and can help better capture online prospects and solve simple support requests.

Cons: Solving more complicated issues via a chat feature can be difficult, and recently we have had issues with our customer base being able to access our chat.

Capterra-loader

Easy to use and very open-ended

Apr 10, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: UX is easy to follow. Love that we can use extensions such as Upscope. Integrates right into our website and customers love it too. Definitely, recommend this one to anyone looking for a great chat service for direct contact with your users.

Cons: Can't think of anything. It's been down one time since I started using it and it was a very short down period. There was a small popup to explain. If I had to recommend one thing, I wish the alert was a bit larger. At first glance, it looks just like something not important so you skip over it but they do attempt to tell you. So I give them points for that.

Overall: Customers have full access to get help right away. Huge bonus for our product. Aside from social media, this is an immediate way for people to get assistance.

Great for small businesses

Jan 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
3 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
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Pros: The ability to customize your live chat pop up box to match your website. Shortcuts saved many key strokes.

Cons: Tagging could be improved by forcing tags on each chat. Tagging shouldn't be free from text - you should select from a drop down or check box list.

Overall: Olark live chat is great for a small business who wants to interact with their customers through a Live Chat feature. For the money, you will not find a better service provider. The set-up is easy and you can be up and running in less than a day. We used a third-party app to work live chats on a mobile device so you can answer live chats on the go! My only major gripe is on their customer support. The reps typically force out web links for you to read about your problem. We had trouble using Chrome and never found a resolution other than using on IE. Overall a great product for a small business.

Great for supporting customers

Jan 25, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Ease of setup, user interface, reporting, and shortcuts (saves us typing typical responses)

Cons: Would prefer to see a smaller interface/screen, but not critical. Would love to see color coding, showing which IP addresses are repeat customers. Dream would be to allow user to tag IP's so instead of seeing IP address: xxx only, it would have in brackets (customer name).

Overall: Olark offers an additional level of support for our customers, many of whom would rather text/chat then pick up the phone, or craft an email. It amounts to instant support for our customers, and another benefit that keeps them loyal. Compare getting your question answered instantly versus filling out a form, submitting a "ticket" and waiting for who know's how long before your question gets answered. Instant chat is the future, and Olark is paving the way.

Olark a good deal for the features

Jan 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: Ease of use to setup on website and easy to customize the look and function of the chat window.

Cons: It was a little confusing when I first tried to log into the chat with a desktop application and the web client seemed to be buggy at times.

Overall: I compared Olark against five other live chat companies and although it's not the cheapest option, it appeared to be the best price of the options which included the features I was interested in. I'm also glad that it works with Zapier so that I can link data to a Google Sheet.

Recommendations to other buyers: It would be nice if Olark created a desktop client because my coworkers were confused when they had to install a third party chat client.

Great tool for customer service and sales

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Ease of use, ability to transfer conversations

Cons: Transferring a conversation should give the next operator visibility into the original question.

Overall: We relaunched our website in 2014 and included Olark. Ever since then, it has been tremendously helpful for both customer service inquiries and sales requests. The ability for our clients to access our representatives within two separate departments within a single chat box really brings the whole story together.

Perfect Fit!

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Cost, Connectivity, Functionality

Cons: Can't honestly think of anything.

Overall: I have tried out several options for LiveChat type options. Self hosted, a service, etc. but when it comes back to it each time Olark fits.

I am a solo operation and for me cost is key usually, however its worth the money with the feature set it offers, having the ability to use Jabber to tie-in on the desktop? Simple. Easy. No more missing a website notification or some clunky "offical" app that some others offer, I can use Messages on Mac and it just works.

So for me it's a perfect fit for the budget, for my technology hook-in, and let's be honest - it just works great!

Recommendations to other buyers: Sign-up already.

Great easy to use chat software

Jul 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: UI is really easy to use and customers like it. The implementation was easy to do and customizing it to match the color scheme for our site.

Cons: Think the short codes could be easier to lookup. I only know of a few ones off the top of my head where would be nice to be able to click from options to execute

Overall: It helps improve conversion rate for customers as we can help them in real time

The Best Choice

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Extremely
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Pros: Simple, Easy, Robust and customers love it

Cons: Cost, occasional availability issues, needs stronger reporting (perhaps with internal SLA's) and more integrations.

Overall: Olark is a solid platform that allows us to serve our customers in an immediate way that many prefer to email or phone. Feature-rich and easy to use and configure, Olark allows us to respond quickly and simply to technical, marketing or customer service change requests.

Olark has increased our sales!

Jan 13, 2017
5/5
Overall
4 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: The customization features are not only nice, they are easy to implement and change at will.

Cons: While I think the keyboard shortcuts are great (and use them), I can see how some users may find it not so easy. So it's good this feature is optional.

Overall: Thanks to the ease of use for both the customers and us as operators, our sales have increased significantly in the last 6 to 12 months. The new pricing plan was also a wonderful change and allowed us to add another operator. For us, Olark has been an amazing way to connect with our customers on a more personal level and make sales. Thank you Olark!

Capterra-loader

Our Online Chat Platform

Jul 12, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: We have installed Olark on our site and it is a great tool for our salesteam. It allows us to see who is on our site live and multiple users can engage with site visitors.

Cons: It slows down our website a bit, and I'm trying to optimize page speed for the SEO benefits. I wish it wasn't as "heavy" an application.

Overall: Chat feature for our site and sales team.

Great for Chat

Jan 13, 2017
4/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Chat functionality

Cons: Away messages/email functionality

Overall: Olark is a solid program that provides your company with an easy way to do live chat.

Customer really appreciate the feature and it helps us problem solve quickly.

Vendor Response

by Olark on January 13, 2017

Thanks for the feedback, Annette. If we can help make the away message/email functionality of Olark better for you, please come chat with us on our site and we'd be glad to help out (if we can). Thanks for using Olark! [-Karl]

Something is Missing

Jan 13, 2017
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Pros: The user interface on the customers end is flawless and honestly the best out of all the live chat products out there.

Cons: I hate that we have to use a third party app for Olark. Get rid of Xabber, make urself a real app, and have some amazing interface. That will separate you from your competitors.

Overall: Great. Overall, fantastic product. However, its missing a key factor that separates it from competitors. Do I know what that factor is? No. Solid product, but nothing that makes it special.

Recommendations to other buyers: The operator section font in the back end still shows the letter o as the number 0. LOL

Great tool for customer support

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Customization! This tool works for us because we can design it to fit our needs.

Cons: I am looking forward to the return of the screen sharing option.

Overall: We use Olark to provide our 30,000+ clients with immediate support. We get a lot of thanks from our users for being so easy to get in contact with. And, they love the holiday themes.

Recommendations to other buyers: Some of our users have complained about the inability to completely close the chat tab.

Impressive

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Ease of use, and set up

Cons: Nothing - no concerns at this point and we have used it for a few years now. Serves our needs very well.

Overall: We are a public University and we have this feature on our Admissions page for prospective parents and families can ask questions as they are browsing our website. It's very frequently used and we have never had any issues/problems or concerns with it. It's great and very easy to use.

Would be lost without it

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to setup and use. Good customisation options. Responsive support.

Cons: Price can be a little high if you want to remove the Olark branding.

Overall: I have been using Olark for about three years and would be lost without it. Customers love using it and it integrates well with my help desk software. Looking forward to seeing how it progresses!

Recommendations to other buyers: Good choice if you need a way of talking to customers hitting your site.

Love the Hummingbird update/Hate the loss of co-browsing

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: Olark is a wonderful real-time customer support tool. We're a software company so our tech-savvy customer base expects their support experience to be intuitive and seamless with our core product. The Olark interface is super clean and easy to use. I like having transcripts of both historical and ongoing chats available on-demand.

The only caveat is one I'm sure other customers have addressed. We really liked the co-browsing feature to enable real-time view into the customer's perspective. It had some technical issues, but overall it was used extensively. Please, please bring this back soon and Olark is pretty much perfect!! Thanks.

Oh look, Olark

Jun 21, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I like how easy this was to install- plus you can get a free trial. The analytics are great and I like several of the extensions and the possibility of integrating chat with other applications. The chat interface and its behavior are customizable to match our site's look and feel and business workflow.

Cons: This product affects page load speed (which slows down my site, although it's true of many website add ons). I wish the pricing was more affordable with larger number of users.

Great Find

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of installing on website and management are 5*'s

Cons: I wish the base level had some more of the customizations available but it gets the job done so I can't complain too much.

Overall: We came across Olark by recommendation of our website developer in the early goings of building our website in March 2016. After comparing/testing what we currently had and other competitors it was easy to chose Olark. The ability to see what your customers are doing really helps you give them the information that they need in order to make their visit easier. The ability to log your chats also is a big plus for us because it gives us some auditing to see where we can improve in our customer interactions.

I would recommend Olark to anyone if you are considering adding chat functionality to your website.

Capterra-loader

We love Olark just as much as we love talking!

Jun 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Love the ability to transfer conversations to the various offices the individual is asking for information from - this would be amazing for the military to use now that they don't have AKO IM!

Cons: There is not a single thing that I can say in a negative light about this software. We are beyond pleased and recommend it 100%!

The Evolution of Customer Service

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Losing no time at all in customer engagement or customer service.

Cons: Nothing.

Overall: Olark is simply the evolution of Customer Service. We are a chain of health clubs in Buenos Aires. We have over 10 thousand members communicate with us on a daily basis. Whenever they access our website and see they can IM with us their minds are instantly blown away!

Recommendations to other buyers: Nope.

Great tool for connecting

Jun 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: I really like the preset features that allow you to connect with a customer who is stuck. Gives a real chance to feel like shopping in a retail environment.

Cons: The mobile platform could use some improvements, but overall really like the software and happy we implemented it.

Olark increased our bottom line by a factor of 4% - from Day One

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use. Reliable. Superb customer service. Lots of options to custom tailor appearance and messaging.

Cons: There are no cons.

Overall: Olark increased sales, goodwill and customer satisfaction from Day One. It's not magic - your chat operators are crucial - they need to be crisp, sharp and professional. Olark simply gives you a platform from which to keep customers informed and happy. Our customers love our chats. Don't take my word for it - get Olark. Find out for yourself.

Recommendations to other buyers: If you don't have chat, get Olark. Period. Case closed.

Decent Product

Jan 20, 2017
4/5
Overall
3 / 5
Ease of Use
3 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: Easy to use, allows for easy prompts to the chat clients

Cons: Not very customizable when it comes to custom messaging and alerts on the web. Takes a lot of time to set up rule sets and doesn't always recognize URLs. Could have a nicer back end user interface face and from the web for clients

Overall: The product does what as been described. Doesn't have the same functionality as some of the other systems that exist. The customization and alerts of the system are not the greatest but some features are starting to improve. Definitely a slow moving beast when it comes to features releases.

Recommendations to other buyers: There are other products out there that do similar things but have additional features. Take a look around

Great software

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: So far so good. Always looking forward to new improvements. It's great that it integrates so well with other software such as Shopify, Stella, Zendesk, etc... Customer service is a key pillar of my company and it is always easier to maintain that pillar when the foundation is strong. Olark is that strong foundation for us at Fisher Wallace Laboratories, LLC.

Great product!!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: User friendly!

Cons: Mobile app compatibility. Would prefer a in-house app with Olark and not third parties.

Overall: Our customers utilize Olark chat daily and we are very happy with how communication is handled and the ease of use. No bugs or issues have come up while chatting and that's something we really appreciate.

Recommendations to other buyers: Keep up the good work!

Capterra-loader

Excellent small business website chat service.

May 07, 2018
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money

Pros: The interface is quite easy to manage for customer service representatives. As an administrator, the settings and back-end are super simple to customize and activate to tailor to your website's needs. The installation and adaptability of the code into your site is almost instantaneous.

Cons: Although it is one of the most affordable solutions in terms of website chat applications, there is still a cost to bear in comparison to a free option like installing Facebook messenger to your shopify website. However, you would reach a broader audience with the olark service.

Olark gives us a perfect price/value/reliability combination

Aug 25, 2016
5/5
Overall
4.5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Olark offers the best feature/price combination for our needs for now. We like the co-browsing feature which is pretty straightforward for our clients and doesn't require much explanation on how to use it. If we rarely need support from Olark they usually answer the questions fast and thoughtful. Some of the companies we tried before only provided canned suggestions. Not the case with Olark.

Cons: The chat doesn't support file attachment feature. It forces the users to send the screenshots (of a previously encountered error e.g.) separately and our support folks have to attach the files to the issues later by hand.

Recommendations to other buyers: Look at 1-2 killer features which are most important for your type of business (what will solve the problem you're trying to solve). Then you can really focus on what will work for you not spending much time on the full feature set investigations.

Quick, Easy, Impactful

Mar 19, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that users can quickly chat with our agents using the live box on every page on our site. I also like that it is quick and does not fail.

Cons: On rare occasions there is an issue with logging in, but these are quickly addressed and resolved usually.

Overall great service

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: You can see who has replied and read those people's transcripts. I find this very useful in training new employees

Cons: Sometimes it glitches and we are unable to reach Olark to troubleshoot or inquire about the glitches

Overall: We have had some occasions in which Olark kicks our agents out of chat and displays an error message saying we've been disconnected from the server, or "refreshing". This is the only downside we have experienced. Otherwise, it does what it's supposed to do.

Recommendations to other buyers: N/A

Our first and only choice for live chat

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We're a manufacturing B2B that was looking to increase our customer interaction through our website. We had done some research on 5 or 6 other live chat services and ultimately ended up choosing Olark based on customer feedback and pricing, and we're so glad that we did! We've had nothing but success using their platform and questions/feedback have been received and converted in a timely manner from their wonderful customer service group. Would absolutely recommend to any business taking their first dive into a live chat service.

Great software, has really helped our business!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Comments: We were looking at various different customer service chat solutions and Olark really stood out from the rest - the vast range of clever & useful features and advanced customisation options were impressive, but it was also great value and has really helped offer a great experience to our customers for well over two years now.

Olark Live Chat for Websites - Easy to Use, Great Customer Support

Jul 11, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use, easy to set up, great customer support for any questions, ongoing additions to functionality, company listens to customer concerns.

Associates actually use their live chat service for communication.

Olark is my favorite chat

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
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Pros: It works very well and without incidences

Cons: The use in mobile devices

Overall: I use Olark since 2010 and is wonderfull because I can be closer and closer to my customers while they find me everyday online for any question they can have.

Recommendations to other buyers: It will be great if it dont take the whole screen when used on mobile devices

Super Easy to use and Love Salesforce Integration, but downtime is a killer

Jan 13, 2017
3/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
4 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: easy to use ... simplicity is the ultimate sophistication :-)

Cons: downtime :-(

Overall: Hello, we use Olark within our Sales team to interact with prospects on our website. Most of the time the application works fantastic, however the downtime (especially Nov 2016) was a real downer. At one point we were considering switching providers ... which would have been a bummer considering the simplicity of your app (which is the real winner here). Things have been better since Nov.. hoping things stay that way :-)

The Easiest & Simplest Live Chat Tool

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: Easy, Simple, Professional, Just Works

Cons: Certain chat design themes do not support the screen sharing features

Overall: I've used Olark on 3 of my websites now. It literally takes only minutes to setup and works like a charm after the initial installation. It makes it easy to manage from 1 - a bunch of customer service agents and makes it very easy to make chat live or to receive the customer questions via email. I highly recommend it...oh and it also looks super sleek and professional.

Recommendations to other buyers: None

Simply the Best!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Easy to set up and easy to use for agents. Customers Love Co-Browsing feature!!

Cons: Mobile App for agents.

Overall: Easy to integrate, great features, easy to use, affordable, it's just perfect!

And the support!!! you will love to talk with the support team! The practice what they promote!

Great Solution for Ecommerce Chat

Jun 27, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: We've found Olark to be very easy to use, we've found communication with our customers via chat has increased sales and made the shopping experience more convenient for our customers.

Cons: It is very annoying to receive "prank chats" from people that are looking to waste your time and not actually interested in a purchase at all. I'm not sure how or if this can be prevented.

Vendor Response

by Olark on September 05, 2017

Thanks Marissa!

Great Tool - Reasonable Price

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Extremely
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Pros: Easy to use! Quick Set up.

Cons: There has been some downtime - but it's not been significant

Overall: We've been with Olark for a few years now. I've loved watching them grow. One thing that's impresses me is that they have listened to customer feedback and integrated that into their product.

I did a lot of research on chat apps for my website and Olark is the one that I decided to go with

Jul 26, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: It is incredibly easy for someone to set up even if you don't have a coding background. More importantly, the CRM that I use was able to tie in with Olark's API to pull relevant chat user data into our CRM. We chat with customers every day and they appreciate the instant satisfaction.

Cons: The only con to Olark is that they don't have a mobile app for when you are away from a laptop or desktop computer. You will have to use a 3rd party app and I have found it a little buggy. For desktop use it is a great chat though.

Platform Use

Jan 13, 2017
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
2 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: Ease of use for our customers.

Cons: Not enough "Bells and Whistles" for supervisors.

Overall: Customer Service that your employees use in chat doesn't focus on professionalism, the reps aren't always able to provide timely help and use slang and text in responses.

I miss the co-browsing with the new hummingbird.

I wish there was a portal that allowed a supervisor a birds eye overview to the active chats for each representative and give real time stats.

Recommendations to other buyers: Bring back co-browsing.

Giving the customer the best customer support ever!!

Jul 05, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: I found it really helped with assisting our customer with any questions or problems they may of had, as a lot of our customer don't like picking up the phone so it allowed us to help them in real time.

Cons: We did have a problem where customer support wasn't the fastest at replying.. ironic really.. but this was a one time issue, apart from that they are been great!

Capterra-loader

Easy to set up, great live chat solution that makes customer engagement a breeze

Apr 09, 2018
4/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's super easy to implement and customize. We were able to enhance our customer service and increase engagement quickly & easily. The added bonus of creating our knowledge base directly from the platform based on website visitor chats is a huge help.

Cons: Wasn't much not to like. There could be more customization options as far as font and colors, and the custom attention grabbers could be easier to implement

Overall: Using O'Lark we've been able to streamline our customer service and increase user retention and lead conversions have also increased.

Great Features and Customer Support!

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: ease of use and support

Cons: price - not cheap

Overall: I've used Olark for several years now. They've given me several options as my business has grown. Their software is excellent and their support is excellenter! (Is that a word?) It doesn't matter - they are great!

Recommendations to other buyers: no

Olark Chat is Limmited

Jan 09, 2018
4/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Comments: It's alight. Could be better.

Pros: Olark for the most part gets the job done. You can see which customers are logged in and from where. The ability to see what page they are on and what system they are running is helpful. You can also transfer chats, which is nice.

Cons: Olark doesn't come with some of the very standard features that other chat providers offer, including file/image sharing. The biggest complaint is the inability to do text breaks. You can only send one block of text. No return spaces or page breaks...

Easy to use with great features

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and it's customer friendly

Cons: Not much!

Overall: Olark has been a fantastic tool within our business. It's easy to use, easy to navigate and the reports are a huge help for directing online queries within our organisation to the correct recipient.

Capterra-loader

Solid basic chat product with nice SFDC integration

Dec 14, 2017
3/5
Overall
4 / 5
Ease of Use
3 / 5
Features & Functionality
3 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 6.0/10 Not
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Pros: The Salesforce integration is a must and they are continuing to improve the product. The latest feature release is the reporting capability which is a nice add-on.

Cons: They do have a lot of widespread issues (though they are transparent via their status page), and support is only available through chat (which makes sense but can be frustrating).

Small biz review

Jan 13, 2017
3/5
Overall
5 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: It is simple to implement, use, and train for new operators. Not too many moving pieces.

Cons: Branding options, automation, and inability to edit or tag transcripts after the chat has closed.

Overall: Great chat tool, but with room to improve the dashboard features. Would love to get more customizable branding and reports. Also, ability to update/tag a transcript after the chat has closed would be very helpful

Switched To Olark; Wish We Switched Sooner!

May 31, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Olark is super easy to use. We originally were using a free live chat software...and what we learned is that free is not always better. Olark was our top choice and we started with a free trial. After 2 weeks of the free trial, we knew we had to be a paying customer. Super easy to set up, to customize, and our users love it. It is just like texting (similar chat bubbles...you can see when the person is typing, etc) and so it feels familiar for users. We've increased chats and increased our satisfied customers!

Cons: My only con is that you have to pay "per seat". In our previous live chat software, we were able to just purchase one seat and have two people monitoring that seat. With Olark, each login needs its own seat. This is an added expense, but Olark is competitive with their pricing. It is worth the extra cost for us.

Great Service, Great Support

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It is very easy to use. Integrated well with our CMS

Cons: It is a fair price for us customer service seats but for occasional support or those not on the front line it would be good if they had accounts but the cost puts us off a little

Overall: Very happy with the service. Increased our client interactions and sales a lot. We would recommend to anyone looking for an easy to use live chat solution.

We love Olark!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to navigate and our customers interact with us so much with this feature!

Cons: We wish we could do more planned promotions.

Overall: We are a lighting company who wanted the chat feature to be able to talk to our customers on our website more easily. Olark has been an amazing feature for our website and has gained more traffic and conversation on our website. We love it and has made our website more inviting!

Great Service!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
3 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We love the new hummingbird feature!

Cons: More control on features would be awesome.

Overall: We've been with Olark a long time - pretty much since the beginning. The services has always been great. Thank you for all you do!

Best Choice!

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use. Reporting. Required little training. Able to modify to fit my needs.

Cons: Can't share images or files (however this is not much of a con with the increased security.)

Overall: Web chatting is a brand new endevour for our company. We were looking for another way to provide excellent customer service and being able to reach out to them while they were on our webpages has helped phenomenally. We have received feedback to help us improve our site, fix errors, as well as upswell. A large portion of our business is selling party packages and the average sales were low. Now we can reach out to customers, answer questions, and increase sales of add on items. The program has been incredibly easy to use and requires little training for my team to catch on. I love all of the options for messaging, shortcuts, timing, and appearance. I love the ease of the reports and the information provided. This was an excellent choice and well worth the (not even expensive) cost!

Recommendations to other buyers: Would be cool to be able to use a photo in a shortcut.

Awesome live chat service

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use

Rule based triggers

Integrations

Cons: None really

Overall: Really happy with olark. Makes doing customer service seamless. Also, integrates with a lot of applications we already use which is an added bonus.

Great Chat!

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Functionality, Appearance, Ease of Use, Reporting Features

Cons: Site going down periodically

Overall: The olark chat has worked great for us. The only problems we have had is the site going down a few times.

Olark is great and easy to use

Sep 15, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Olark is extremely user friendly and gives our company an advantage to have our online customers call in after a quick virtual conversation. Closing sales with Olark is easy!

Cons: The only thing I would like to see change is the popup feature when you get a message to have it stay on my screen instead of disappear.

Very Happy with our Chat Service!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It's customizable

Cons: I wish I could use canned responses - templates

Overall: We are a small travel agency that use Olark to communicate with our clients. It is easy to use and interact with people on our site.

Easy to Learn, Easy to Manage

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
4 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use and the email forwarding if messages are missed. The interface is clean and it's easy to train new employees.

Overall: My favorite part about Olark has been how easy it is to teach new CSR's how to use the program. The controls are intuitive and it takes basically no training. The short cuts are very handy for my team and they appreciate the email forwarding feature that allows for flexibility while taking calls, email, and chats all at the same time. The transition to the updated platform was a little rough, but it's been a lot better now that it's settled.

Snazzy and stylish live chat software

Dec 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Like the styling of the chat box and time set auto pop up if required. The connection for multiple users was simple and logging of conversations and tracking feedback and who rated well was easy. Tracking conversations through multiple pages through the site and to checkout and tying this into Google Analytics was a big plus feature.

Cons: Wasn't the cheapest on the market but then i guess what you pay for. Some reports were a little confusing.

Overall: Sales conversion

Provide better customer experiences

Jul 12, 2018
4/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It allowed me to track visitors to my website, to capture questions and grow sales of my software. I could see exactly what pages they viewed, which was helpful in determining our content needs.

Cons: People who visited my website didn't use it as much as I anticipated. We didn't get much traction with it.

We are LOVING Olark!

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very easy to install and even easier to use.

Overall: Even though we are a small buiness, we absolutely feel that Olark is giving us an "edge". It is so helpful for us to see who is on our website and what they are viewing so that if/when a call comes in, we can address our guests even better.

Thanks Olark!

Vendor Response

by Olark on January 13, 2017

Glad to hear it Lynnette - keep us posted if we can help with anything else! [-Karl]

Amazing Chat Experience

Jul 11, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Extremely easy to install and use. The UI is clean and easy to use for the user and it's impacted our business in a very positive way.

Cons: I don't have any cons whatsoever. This tool has really changed how we interact with our customers. If we need to move them to a phone call, we can do so easily.

Great Program!

Jan 25, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: We can see what the customer is looking at!

Cons: I wish that there was a screenshare option. There used to be, but for some reason it was taken away.

Overall: We use this in our office and it is a great way to help customers! We are easily able to track customer problems as well as track the knowledge of out customer service team!

Recommendations to other buyers: This software is great!

Awesome Chat Service

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Ease of use

Cons: Auto away if agent hasn't answered chat. Would prefer to have the agent online and the chat passed to someone else.

Overall: Switched to Olark a while back and never thought of leaving it to go to another provider. If I need to contact support, I get a response straight away to my query and with helpful tips as an added bonus. Awesome, all round!

Reasonably priced online chat tool

May 08, 2018
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: This is affordable software--even more so because it has helped us to attract new clients without typing up the phone lines. I really like the holiday decoration options--a fun touch.

Cons: It would be great if the program included an option for an away message of some kind. It's hard to keep people from getting impatient if I leave the computer for a moment, or if I'm busy chatting with another client.

Overall: Chatting is simple and popular with customers

Love it!!!!

Jan 20, 2017
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Easy to use and logical interface

Cons: No major cons from our perspective

Overall: One of our favourite features is that when our operator is off line we can hide the button completely. This is great because it doesn't make us look like nobody's here at all. Also, the seasonal theme's are cool too. Love the Christmas ones. Thanks!

Recommendations to other buyers: Keep it simple and easy to operate.

User Friendly Chat Software

Jan 13, 2017
5/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: User Friendly and Personalization Features

Cons: No font options or chat box size options

Overall: As a new ecommerce specialist, Olark was very easy to learn. Their personalization features are amazing and they keep installing new features on a regular basis. Their customer service is efficient, knowledgeable and always at your service, regardless of the time.

Great & easy to use live chat!

Jul 18, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: It's very easy to setup and start implementing onto your website. We like that we're able to see who are returning visitors or new visitors so that we can create a new chat accordingly. There's also built-in features that allows some automation so you can make sure you're meeting the needs of your customers, and responding to them in an effective manner. You're able to start a chat after a customer has visited x page, been on your website x number of minutes, and other additional requirements.

Cons: It would've been nice if it could sync with our shopping platform so we're able to see if it's a current customer to serve them even better. Also, I don't believe we're able to ask questions and poll like some other chat programs allow when you're not available to chat.

A good chat client

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Easy integration, chat macros, easy to customize visually

Cons: Client identification limited to number of operators you pay for

Overall: Olark has given our company a great chat service which is easy to use and integrate into our website. If there is a problem, they are very good at being responsive about it and solving it as soon as possible.

Olark Review 1

Jan 20, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is user friendly and I really like the shortcut message options.

Cons: I can not add a screenshot or attachment

Overall: I really wish you could add screen shots or attach pictures. Also some emojis would be nice. It is easy to use but when only text is available it is difficult to read a person's emotion or reaction.

Recommendations to other buyers: We would like emojis.

Simple chat tool that can be used in multiple ways

Sep 08, 2017
3/5
Overall
4 / 5
Ease of Use
2 / 5
Features & Functionality
5 / 5
Customer Support
3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Like that it can be implemented simply to your business web page and then accessed from your computer or phone.

Cons: Wish there were more detailed options to integrate with our CRM but so far it has proven to be worth the investment.

Overall: Allows our customers quick access to our support team.

Excellent Product!

Jan 20, 2017
5/5
Overall
4 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Ease of use.

Cons: Wish there were more attention grabber template options.

Overall: We have used Olark for over a year now and it has really become our go to customer service tool. The interaction with our customer's is great and it gives us the ability to create a more personal shopping experience for our customers which has translated to increased sales.

good but could improve

Jan 13, 2017
4/5
Overall
5 / 5
Ease of Use
4 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
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Pros: ease of use

Cons: mobile could be improved

Overall: let the customer to autosend chat after end.

create an app to reply to chat from smartphone, without thirdy part softwares

Recommendations to other buyers: as told before, give customers the option to autosend trnascript after end of chat. create a stand alone app, to reply to chat request from smartphone, without third part software interaction

Great live chat platform

Mar 13, 2018
5/5
Overall
5 / 5
Ease of Use
5 / 5
Features & Functionality
5 / 5
Customer Support
5 / 5
Value for Money

Pros: Easy to use and very user friendly. It always works well and seldom have any issues. We have multiple users in at any given time.

Cons: It would not hurt for it to have a nice, more intuitive platform. It can be hard on the eyes so updating the interface would be well.