Who is this service for?

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

About Olark

Olark Live Chat is the easiest way to add live chat to your website. Over 40,000 organizations including small businesses, large businesses, non-profits, government entities, and higher education choose Olark. Add an Olark chat box 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 automation, chatbots, and key customer insights. GDPR Ready, WCAG 2.1 AA Accessible, and NIST 800-53

Average rating 4.6/5

Total score
4.6
“Ease of use
4.8
User support
4.6
Features
4.3

Product details

Starting price:

1usd / per month
more about prices

Free version:

Yes

Free trial:

Yes, get demo

Desktop & Mobile Platforms:

Mac

Windows

Linux

App - Android

App - IOS

Cloud, SaaS, Internet

Training:

Documentation

Online

Support:

Working hours

Online

Software Developer

Olark
http://www.olark.com/
Set up in 2009
United States

Features

Canned Responses
Customizable Branding
Geotargeting
Offline Form
Proactive Chat
Screen Sharing
Third Party Integrations
Transfers/Routing
Website Visitor Tracking
Other categories uses in

Alternatives Olark


R
Rich C.

«Great, easy to use service»

Usability

Support

Features

5

Overall rating

Benefits:

VERY easy to implement and customize. Great use experience.

Drawbacks:

Can't think of anything right now.

In sum:

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.

September 22, 2021
Feedback source: the Internet
S
Shirine M.

«Easy to use, looks good!»

Usability

Support

Features

4

Overall rating

Benefits:

That you can see where the customer is located, which pages they're on and what they're adding to cart.

Drawbacks:

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

In sum:

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.

September 21, 2021
Feedback source: the Internet
J
James D.

«Very easy to use, for both website visitors and employees alike.»

Usability

Support

Features

5

Overall rating

Benefits:

Olark is very easy to use for all participants. We were concerned that it would be difficult for our website visitors to get the hang of, but we've not had any complaints so far! It's very easy for us to use as well. We especially like the chat log feature. It helped us create a database of commonly-asked questions, which helps us when we have a new employee answering the chats.

Drawbacks:

We've experienced a few outages, but they weren't very long. We were able to get back up and running within minutes, which is very important. The ability to share images with the visitors to our website would be handy. Other than that, we haven't had any issues.

In sum:

Olark works very well for what it is. Besides the occasional outages, it works exactly as described. We love being able to chat with our customers, but sometimes it would be handy to be able to send a screenshot of what we're looking at on our end. Otherwise, it works great.

September 14, 2021
Feedback source: the Internet
J
Julie N.

«Squawking like a galah from outback Australia»

Usability

Support

Features

3

Overall rating

Benefits:

It works and the vendor does not continuously pester us to upgrade.

Drawbacks:

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

In sum:

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.

September 5, 2021
Feedback source: the Internet
D
Dallas K.

«Great chat solution»

Usability

Support

Features

5

Overall rating

Benefits:

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.

Drawbacks:

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

In sum:

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.

August 27, 2021
Feedback source: the Internet
B
Bo A.

«Easy to use and get started with»

Usability

Support

Features

5

Overall rating

Benefits:

Eease of use and integration.

Drawbacks:

Some stability issues and outages.

In sum:

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.

August 24, 2021
Feedback source: the Internet
V
Verified Reviewer

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

Usability

Support

Features

4

Overall rating

Benefits:

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.

Drawbacks:

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.

In sum:

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.

August 22, 2021
Feedback source: the Internet
Brent Lionel M.

«Olark is a great tool to respond to customer enquiries»

Usability

Support

Features

4

Overall rating

Benefits:

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.

Drawbacks:

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.

In sum:

Overall, it's okay but there's a lot of room for improvement.

August 20, 2021
Feedback source: the Internet
S
Scott H.

«Great for supporting customers»

Usability

Support

Features

5

Overall rating

Benefits:

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

Drawbacks:

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).

In sum:

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.

August 16, 2021
Feedback source: the Internet
V
Verified Reviewer

«Great customer support chat solution»

Usability

Support

Features

5

Overall rating

Benefits:

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

Drawbacks:

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.

In sum:

Olark helps us to achieve better communication with our customers and to resolve smaller problems are users are experiencing almost instantly.

August 14, 2021
Feedback source: the Internet