Olark

Vorteile

1) User-Friendly: I've found Olark to have a very simple and user-friendly interface for both - the recipient and the sender.

2) Affordability: Olark gives you the opportunity to look much bigger and way more professional than you already are! All of this at a very nominal price, of course. As of April 2019, Olark has one pricing model that can either be billed monthly, annually or for two years straight. As you choose a longer commitment, the prices reduce accordingly. Also, if you're not sure about what chat client is best suited for your business, you can always try Olark for 2 weeks, absolutely free. What I like the most is that there are no "Starter", "Pro", "Enterprise" discriminations!

3) Intelligence: Olark allows you to pre-assign quick responses that keep your customers from having to wait for an answer. Our employees love this feature because they don't have to type the same response again and again. Another smart feature is the notifications that our employees get when they leave their workstations and forget to log out. Olark gives the customer a quick response, giving them an option to send the chat as an email instead. This is great for a future follow-up.

4) Reporting Feature: Olark gives the administrator the option to assess the quality of an employees' chatting capabilities as well as his/her productivity levels. An employee can also learn from any feedback that's left by their customer with regard to their chat experience.

Nachteile

1) No Image Sharing: This may not be a necessity for all businesses, however, we occasionally require our customers to send us screenshots of the issue that they are facing. This can help us serve them better. We have makeshift walkarounds for this, but having an image sharing option would be great.

2) One User At A Time: Unfortunately, only one user can be logged on to the agent at any given time. This could be a deal breaker larger businesses that have more than one customer care representative.

Vorteile

Chat capabilities are fast, useful, and easy to manage. The system is great showing important data to better support the client. Lately AI has been integrated into it for 24/7 support but it is still in the works and could be better.

Nachteile

Chat management when multiple users are using the platform for support is not great. It would be amazing that when someone claims a chat, it gets removed from the long list so other users don't lose time going through the requests.

Vorteile

It's one of the cheapest live chats that you can buy starting at $29 per month. It's also just a pure chat app with no helpdesk functionality. So, if that's what you're looking for - Olark can solve that problem.

Nachteile

You really do get what you pay for. It looks horrible and very outdated. You can't customize your auto-responses very well. You can't design a chatbot here, and their customer service is bad.

Vorteile

Chat worked exactly as expected, allows our CS team to respond to customers chatting in on our website. Can see customers locale which is helpful to discern scam/junk chats.

Nachteile

This isn't a fault of Olark, but it didn't integrate with our email client so we had to keep Olark open in a separate window/tab.

In Betracht gezogene Alternativen

Vorteile

Olark is affordable, easy to deploy & a very stable chat tool. Olark is intuitive for agents using it to assist & customers reaching out via chat

Nachteile

Olark is missing features like smart assign, complex group configurations & smart bots compared to other chat tools in the market

Vorteile

I enjoy the reliability of this livechat solution.
Olark is so amazing to use.

Nachteile

Olark has never been problematic to us.
Olark is effective.

Vorteile

Olark is a very easy-to-use platform with a simple interface, it is quite accessible since it is relatively cheap, it has excellent functions and features for a very low cost, you can use it completely free for 2 weeks, with Olark you can create quick answers for basic questions This is excellent because if a customer asks a question, they do not need to wait for an answer since quick responses are pre-assigned, with this platform you can offer the customer an excellent experience to increase sales.

Nachteile

I have not obtained negative aspects of this software, it has offered me a fairly protected commercial tool, I have been able to increase sales and obtain better performance in terms of communication with my clients.

Vorteile

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.

Nachteile

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.

Vorteile

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.

Nachteile

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.

Vorteile

When working with businesses of all kinds, especially the one that is linked to sales and customer service, one of the aspects imposed by the criterion of a good or bad experience is customer service. That's why I like Olark a lot, because you can offer an exclusive experience, which translates into higher sales. Since we used Olark, we have attracted more people, because thanks to its platform, it allows you to respond in record time, all those doubts about your products or services. Another thing that I like, is the ability that offers you to customize the chat to the corporate image of your company. Also, when you start communicating with any visitor, it allows you to know valuable data for your work, information such as location and contact details. Live chat is so important to us, and the best option you can find is Olark.

Nachteile

All their years of experience offer you a shielded commercial option, which makes me not identify negative aspects of their platform or their services, quite the contrary, I have compared them with others and greater are the profits, a marvel.

Vorteile

this has helped us as a small business connect with new clients that are interest right away on our website which allows us to connect with them at their peak interest which is best for sales driven businesses

Nachteile

the software gets a little time to get used to but overall can really help a small business thrive

Vorteile

It's simple, easy to use and allows you to store frequently used responses to speed up communication.

Nachteile

Visitors can send you files but you can't send files back to visitors. It is a bit difficult because if you want to send a PDF or a screenshot, you have to e-mail it or have it stored on a Web server and give the visitor a URL.

Vorteile

A lightweight async chat client that does not slow down your website load times, the UI can be customized to match your brand. Many plans and features including team management, transcripts, visitor page and cart tracking.

Nachteile

For our free legacy installation the visitor page and geolocation tracking is no longer working, not sure the reason.

Vorteile

We use Olark for our online chat software. We love the ease of use especially the short cuts. We have experienced no downtime with the software and our clients love that they can chat in if they have a quick question versus calling or emailing us!

Nachteile

There are no cons to speak of for Olark software.

Vorteile

Amazing, responsive customer support. Stats are helpful and easy to follow. Ability to manage and monitor employees is top notch.

Nachteile

My company uses iMessage via Olark. Love the integration and ease of use, but inability to upload attachments to send to customers is frustrating.

Vorteile

With Olark you can be connected with your potential customers in a simple way. You can know what part of the web they are visiting, their operating system, their browser and even share a screen to help in a direct way.

You can also configure different questions / answers for different pages. It is very useful!

In addition, it is very easy to configure!

Nachteile

The design system is limited and often does not adapt to the needs of the website.

Vorteile

For web chat between customer service and customer it works and has the same features everyone else has. Above that it has granular control over push notifications for instances. For example it can identify when a user is likely to leave your page.

Nachteile

Doesn't have KB, chat, and offline email integration the way it should be. No one does and their is an opportunity for someone to come up with a single website widget that integrates all 3 of those functions so you don't have to clutter your site with lots of different messaging apps.

Vorteile

Olark is a good tool, which we use on some of our websites. It has good features that is very much needed for engaging with customers. We are happy with their support and their new UI is really good. Olark also has really good features in which we can gain insights about customer behaviors and actions they took on our website.

Nachteile

They are really slow in some cases and in some times the chat gets delayed and we began to loose customers.

Vorteile

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.

Nachteile

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).

Vorteile

The cute little touches

Nachteile

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

Vorteile

Belive it or not the real-time chat is heart and soul of the Olark. We features we really like the color customization as we changed it to Red color to match with out website.

Nachteile

We wish they too have more native integrations rather the Zapier ones as available in Intercom. And ability to connect Telegram, Twitter and Facebook to continue the chat further.

Vorteile

Olark is a simple to use and simple to set up a website chat tool that allows any website to have a custom chat. Setting it up was super easy and took no time at all aside from installing a plugin (we have a Wordpress website) and getting up and running was fast.

Nachteile

Olark has some limitations around it's functionality that other competitors such as Drift have. Drift is designed for a B2B application, integrating with robust platforms whereas Olark does not. This is a pretty specific use case, but one that I noticed.

Vorteile

Olark is easy to set up and get started with quickly. With minimal (to none) IT involvement you can engage your website visitors. Very good options to trigger a chat based on activities and other attributes. Screen share option is good (sometimes buggy though).

Nachteile

Customization options for the appearance of chat window are limited.

Vorteile

You can have your chat online working in minutes.
It is very easy to define your look and configure conversations.
Staff working with Olark very, very quickly as it has a very friendly interface.

Nachteile

If you want to create a complex first level desk offered by chat online it becomes complex and expensive.

Vorteile

I love that it's simple to use, and even simpler to integrate with Wordpress. You're basically ready to go in a few minutes, even with no coding knowledge.

Nachteile

The per agent pricing can be quite steep, but it's only fair given the premium features of this software.

Vorteile

Olark possède une interface facile à utiliser

Nachteile

Il est décevant de constater qu'il n'existe pas d'application mobile

Vorteile

Le chat est un autre moyen d'interagir avec les clients qui ne sont pas disposés à appeler ou à envoyer un e-mail

Nachteile

Les paramètres nécessitent un peu plus de réglage.

Vorteile

Personalizzazione: Olark offre una serie di opzioni di personalizzazione per l'aspetto e il funzionamento del widget di chat, che aiutano le aziende a creare un'esperienza coerente con il loro marchio.Integrazioni: Olark offre integrazioni con molte piattaforme e sistemi, tra cui CRM, sistemi di e-commerce e altro ancora. Questo rende più facile per le aziende gestire tutte le informazioni del cliente in un unico luogo.Analisi e rapporti: Olark offre funzionalità di analisi e rapporti per aiutare le aziende a capire meglio le conversazioni e i clienti.Facilità d'uso: Olark ha un'interfaccia intuitiva e facile da usare, che rende semplice per le aziende gestire le conversazioni di chat.Supporto al cliente: Olark offre un supporto al cliente affidabile e disponibile, che aiuta le aziende a risolvere rapidamente eventuali problemi o domande.

Nachteile

Costo: Olark può essere più costoso rispetto ad alcune delle altre opzioni sul mercato.Limitazioni di integrazione: Al contrario di quanto detto nel punto 2 delle cose positive, alcune integrazioni possono essere limitate o non disponibili.Funzionalità limitate: Alcune aziende potrebbero trovare che alcune funzionalità sono mancanti o insufficienti, a seconda delle loro esigenze specifiche.Interfaccia utente: Alcuni utenti potrebbero trovare l'interfaccia utente di Olark complessa o poco intuitiva.Problemi tecnici: Come con qualsiasi software, ci sono sempre rischi di problemi tecnici o errori.

In Betracht gezogene Alternativen

Gründe für den Wechsel zu Olark

Vorteile

Easy to use
Through metrics and reporting
Easily integrated with other ticketing and metrics tracking programs

Nachteile

Unable to post images (from the chat rep side)
Performance/ functionality somewhat inconsistent
Limited ability to create personalized macros
Agent visibility (knowing when teammates are online) often unreliable/ not functional

Vorteile

The UI is clean, easy to use, and is honestly just pleasant to log into every day. Beyond that though, the shortcuts are helpful, and the storage of past chats is really advanced for the price point, and easy to sort through and keep track of. Lastly, the reporting and metrics are helpful in making informed decisions.

Nachteile

There isn't a lot to Olark. It's a chat tool, pure and simple. The integrations are available, but they aren't easy to connect, and they don't provide a lot of output for the trouble.

Vorteile

Olark has been our chat platform for three plus years and has proven itself to be a time saver, a great sales tool, and it has been an easy resource for our existing clients and CS Agents to utilize. Their ";" shortcuts are the easiest tools to use on many platforms we have tried. Aside from a few short outages, they are extremely reliable and their support team is responsive and very helpful.

Nachteile

The limitations of Olark include the lack of ability to share graphics with our clients. We can receive images from them, but not being able to respond has been a severe limitation on our staff as we have to switch to email in order to send graphics. Their Screen Share option is nice, but with new contacts, this is a hard proposition to sell on letting a new company "take control" of your PC. If Olark allowed us to send graphics, screen caps, images, it would be the perfect platform as my team loves the ease of use and friendly tools.

Vorteile

Easy to set up and run with a distributed support team across the world.

Nachteile

No real downsides. The software worked exactly as advertised.

Vorteile

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.

Nachteile

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.

Vorteile

Olark allows you to create a pre-chat survey to get leads. The fallback message is cool too specially if you're not able to answer any chat within a span of time. You can also forward the message to the right department that must take care of any request from a possible customer or existing customers. The Pro version allows the chat support to access the scree of the customer with the customer's approval. You can also transfer the chat to another chat support member. Their cobrowsing is super duper useful.

Nachteile

The chat window templates doesn't really look good and their design are not that attractive. The design of the templates should be improve so they can be attention-grabbing and appealing.

Vorteile

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.

Nachteile

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.

Vorteile

Olark is the best application to chat with customers and to engage with them so that we can generate more sales, Olark is also a great tool to manage the users who are currently visiting our website and to have their issues solved on real time. We are using the tool to solve issues which our customers raise when they visit the website. Olark seems to fulfill all our needs are we are happy with it.

Nachteile

The main issues is that the chat has a delay of more than 2 minutes, this makes the customers annoying. Please try to fix this issue asap.

Vorteile

Es un software muy completo y reconocible sobre marcas

Nachteile

Ayuda sobre el uso de un producto que puede darse solo si se guarda el historial

Vorteile

Olark was simple to install, integrates well with our Wordpress website, and it was easy for our service reps to use. The best part about Olark from a business standpoint is the chat log. You can audit all chats, which will allow you to train operators on best practices for chat. You can also see how many chats go unanswered and when, and try to figure out why.

Nachteile

My only complaint is that I wish it integrated better with HubSpot.

Vorteile

It's ease of use. Setting shortcuts, updating what the end-user sees, changing the overall look, these are all really easy to do with Olark. Having used Zendesk as well, I really believe that Olark is a better all around experience for live chat.

Nachteile

It's not the greatest for reporting, so it's a solution that can be outgrown. Which is too bad. I've also experienced a bit of outages with it, though they don't last long generally.

Vorteile

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.

Nachteile

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.

Vorteile

It is easy to use and it works like a charm. Instant notifications and email summaries are really helpful for improving communication with customers.

Nachteile

All is great except the issues we are getting from website performance tools which always mark Olark resources as a potential issue to page load experience.

Vorteile

I used Olark daily while working at my first company. I used it almost daily and the good thing about Olark is it isk very simple, easy to learn/understand UI and gets the work done. It would be great for a small company/start up.

Nachteile

Overall, it does get the work done but I didn't see any advanced functionalities like getting analytics of usage. May be text analytics to understand the most common type of concerns etc.

Vorteile

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.

Nachteile

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?

Vorteile

Easy to install and integrate with an ability to set times and behavior with the chat dialogue.

Nachteile

At the time it required using a third-party chat program on your local computer (e.g. Trillian). They now have a number of chat clients available.

Vorteile

Olark is a great and easy live chat software I have ever used. you can easily integrate olark if other CRM software Google analytics salesforce, MailChimp, etc..

for a customer to make the final decision on our product olark has been a great tool for us to chat with customer real time. The most amazing part that I love most is been able to track what people doing at the website, the page they currently visiting and this has been a great tool for us

Nachteile

excepts for downtime that we experienced in two or three occasions,
everything is great

Vorteile

We liked the notifications for the incoming chats as well as the option for all our representatives to control their availability.

Nachteile

We didn't like the fact that it wasn't possible to transfer chats from one representative to another while in the middle of the chat.

Vorteile

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.

Nachteile

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

Vorteile

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.

Nachteile

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.

Vorteile

easy to use and always improving

Nachteile

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

Vorteile

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!

Nachteile

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%!