Olark Reviews & Product Details

Olark Overview

What is Olark?

Olark live chat is the easiest way to boost your sales, help solve issues and understand your customers. Give your customers the answers they need immediately and gain powerful insights about what they want for relationships that last.

Olark Details
Website
Discussions
Olark Community
Languages Supported
English
Product Description

Olark - Talk with your customers now with beautiful, easy to install live chat software.

How do you position yourself against your competitors?

Olark Live Chat can be as simple or sophisticated as users want it to be. It's easy to install, use, and customize in whatever way best benefits a business' bottom line. Setup takes minutes and users can start closing sales on day 1. With some customization, users can create advanced routing options, targeted chat rules, and customer database connections that will increase the likelihood of closing sales.

Our pricing is straightforward - pay only for the number of unique logins you need - and very competitive. Even at our lowest priced plan ($17/month) users have access to nearly our full range of features, including customization, automatic greetings, shortcuts, CRM integrations, transcripts, report, Javascript API, and more.


Seller Details
Seller
Olark
Company Website
Year Founded
2008
HQ Location
Ann Arbor, MI
Twitter
@olark
6,853 Twitter followers
LinkedIn® Page
www.linkedin.com
27 employees on LinkedIn®
Description

Chat with your Customers. Understand who’s on your site, make your customers love you, and earn more money.


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Olark Reviews

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Customer Service Agent
Publishing
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

Easy to set up, works pretty well. Not expensive versus some chat solutions. Review collected by and hosted on G2.com.

What do you dislike?

A proper desktop client would be useful for our customer service team. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Live chat is useful for our customers. Review collected by and hosted on G2.com.

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Marketing Manager
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

With Olark you get a full customer support team for a fraction of the price. I love being able to create automated messages that pop up depending on the different web pages the visitor lands on. I choose what messages the visitor is greeted with and can A/B test each. Review collected by and hosted on G2.com.

What do you dislike?

I wish that Olark had lead automated chat messages. The ability to click yes or no and direct the user through a sales process would be really cool. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Use the Slack integration so you are able to get push notifications every time a site visitor chats with you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to quickly communicate with new and unique website visitors immediately with the slack integration. Each visitor is greeted with a pre-determined friendly message. Review collected by and hosted on G2.com.

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Director of Continuing Education
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

My ability and my customer's ability to chat with a live person on the spot with an extremely short response time as well as their ability to recognize exactly who I am when I chat. Review collected by and hosted on G2.com.

What do you dislike?

Olark's internal caching feature shuts my chat off sometimes and it is a difficult process to get it up again. It does seem to have gotten much better in the last few weeks, however. There is not a screen share feature. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Pretty stable platform. Good reliability. Very easy to use. Would like to see a screen share feature added. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Immediate support for our customers. Customers are happy because they get an answer or feedback or a referral to a trainer or specialist right away. No wait time. Review collected by and hosted on G2.com.

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UI
Enterprise(> 1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Olark is like one of the most important ways to chat with our customers on the website. I'd say that this is like the easiest way to accommodate customer and people who visit the website. Basically, you're able to chat with the customer just by getting their names and numbers. Another one would be the fact that you're able to solve the problem efficiently and effectively. There is also feedback at the end for the customer representative which is pretty awesome. Review collected by and hosted on G2.com.

What do you dislike?

The part that I don't like about Olark is limited features. Another would be restricted access to the location of the person who is basically chatting with you. Another would be, it doesn't really matter what information I put in to start the chat as a customer either valid or not. The chat will come through, basically, there is no filter of validation. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Not much of an advise but yes it's a good way to get in touch with customers to build a better customer relationship and provide solutions at ease. Other than that you can also post pictures and documents links over the chat. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to resolve customers issues over that chat whoever visits our website with minimum effort and ease of use. Also, you can provide information via links and pictures. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Olark is very easy to use. I like the different chat features like automatic pop-up and the ability to toggle it on/off. Review collected by and hosted on G2.com.

What do you dislike?

Lack of metrics. I wish there was a way to group similar keywords and measure by them. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are solving our inability to chat on our website. Benefits include people chatting with us because of automatic pop-up when they arrive to the site. Review collected by and hosted on G2.com.

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Senior Account Executive
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like that people can easily ask me sales questions through our main website. This allows better ways to serve customers during the sales process. Review collected by and hosted on G2.com.

What do you dislike?

When I transfer a chat to another saleperson, there is a long process to see the history of the chat. The salesperson taking over the chat has to login again and click into history. It just takes too long when people are expecting quick responses. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're making it easier for clients and prospects to get in touch with us and reach out without feeling like we're going to spam them if they leave their email on our site. Review collected by and hosted on G2.com.

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Manager, Marketing Strategy and Investment
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

I like how you can see the pages and activity of the visitor through the chat portal and the ability to tailor messages based on the page or activity. I also like how in the chat, it shows you the UTM params or referral source and also integrates with salesforce. Review collected by and hosted on G2.com.

What do you dislike?

Although Olark integrates with Pardot (which is great) it is a bit challenging to set up and doesn't always work. It can be especially challenging to integrate properly if you use chat for sales and support. This may not be a limitation on Olarks side, but if you use Pardot and need to push leads through to Saleforce, it can be a challenge. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do your research. Olark can be great, but make sure it meets all of your needs as there are plenty of options out there to compare. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Great tool for sales to answer questions on pricing or reach out at crucial moments to convert more visitors into leads. It's a great tool for support as they can answer questions and get through more cases. Review collected by and hosted on G2.com.

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Company Owner
Public Relations and Communications
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Olark is a very easy to use chat service making communication to our clients on our website possible in real time. The reporting is easy to manage and read the analytics Review collected by and hosted on G2.com.

What do you dislike?

We have found no issues in using olark as of yet. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Olark is great for smaller companies who have a lower budget for additional customer service oriented features like live chat and email automation. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have increased real time communication with our clients which has increased sales. What used to go to our inbox and have delayed response time is now addressed on a real time basis providing greater customer satisfaction. Review collected by and hosted on G2.com.

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UE
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Their customer service is amazing. Whenever they mess up or it fails( which isn’t often), they always reach out and let us know and try to fix it as soon as possible. It’s really user friendly and efficient Review collected by and hosted on G2.com.

What do you dislike?

It would be nice if you could see more info on what the customer is doing. Also it’ll look like the customer is typing for a really long time when their not. If they could change that to where it says customer stopped typing or something that would be better Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It’s a really great chatting option that really works well with customers and agents Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We deal with a lot of info and showing customers where links are on our website. It’s really nice because it’s very efficient and easy to use Review collected by and hosted on G2.com.

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AS
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

We needed a quick, easy to implement, chat feature for our website. This provided that and a lot more. We quickly integrated it to our CRM and now not only use it for basic service related issues from customers but also as a lead generator! Review collected by and hosted on G2.com.

What do you dislike?

I like this product as it is, I only wonder if I would get a better integration to by CRM if I used their paid service or chat features instead. Overall if you need a good solution for chat this is it! Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I would recommend this because it is quick to integrate to your website and also has a lot of other integration available for your CRM options. This will increase your visibility to the customer as well as generate business for you. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Online customer chat function. Lead creation. Review collected by and hosted on G2.com.

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Customer Care Manager
Consumer Goods
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

Olark makes is easy to manage communication through our website. We are able to receive and respond to messages with the page information attached letting us know what products/information the person was looking at in regards to their questions/comments. Review collected by and hosted on G2.com.

What do you dislike?

So far we have been happy with the experience with olark, I cannot think of a overly negative comment that can be added. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

n/a Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The solution Olark has provided is for a third party messaging solution for our website. Not having to create/manage an in house system is beneficial for our needs. Review collected by and hosted on G2.com.

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Excutive Producer
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Quick notifications via email when someone leaves a question or inquiry about our website Review collected by and hosted on G2.com.

What do you dislike?

Plenty of SPAM Bots can operate the form and get by, but that's not to big a deal. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Customers and Clients reaching out to us when we are away from the website and during off-peak hours. Chat-to-Email works great and we can respond via email vs having to sign into the site to respond. Review collected by and hosted on G2.com.

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Co-Founder
Internet
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I had little to no issues implementing and using this product, very user friendly and easy to navigate. Review collected by and hosted on G2.com.

What do you dislike?

Customer service is frustrating to correspond with especially when issues with the product demand immediate attention. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Team collaboration and communication Review collected by and hosted on G2.com.

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Associate Marketing Manager
Marketing and Advertising
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Olark is great for pulling Google Analytics data in an easy to understand Report for coworkers and client. They love how I can provide them a link to their dashboard so that they can see their metrics every month Review collected by and hosted on G2.com.

What do you dislike?

I dont really dislike much about olark. Maybe that I cannot add multiple users for my team and that we have to share a single log in Review collected by and hosted on G2.com.

Recommendations to others considering the product:

I really recommend this product especially for reporting and sharing metrics with your clients Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

reporting Review collected by and hosted on G2.com.

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UC
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

The ease of use ans being able to see what my customers are buying Review collected by and hosted on G2.com.

What do you dislike?

How quickly they boot you to inactive for lack of response 10 seconds is quick Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Live chat and technical support on the spot before an order is placed. Has greatly reduced reshipments Review collected by and hosted on G2.com.

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UP
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I enjoy Olark and how we are able to connect with customers in real time. It's nice sending automated messages as well, even when we aren't available to chat. Review collected by and hosted on G2.com.

What do you dislike?

Sometimes when I turn off a targeted chat it still shows up to site visitors. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

Do it! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are solving customer's problems and answering questions faster than ever before talking with them in real time. We have found that since we get to troubleshoot on the spot, we are able to make more sales because customers do not get confused and leave the site. Review collected by and hosted on G2.com.

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UR
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Easy to understand interface. Great introduction to chat support. Review collected by and hosted on G2.com.

What do you dislike?

There were several instances of okay being down, much so customers accused us of lying about or chat support hours. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you're looking for user friendly product that's easy to learn, this is your product. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Connecting in real time with customers. Quicker solutions without the as immediate pressure of over the phone support. Review collected by and hosted on G2.com.

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Support
Computer Software
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

Olark gives you the ability support your product via live chat. This is huge for our team as we get so many phone calls and emails from users about very small questions or requests that can be answered quickly. Phone calls and email are no where near as quick as live chat! Olark has an amazing interface and user experience.

Olark also gives our team sufficient analytics on our users! Pretty awesome stuff. Review collected by and hosted on G2.com.

What do you dislike?

I would like the ability to have multiple paragraphs in a response to a client. The number of seats you can buy is a bit frustrating, as it doubles from 4 users to 8 users. We have 6 potential users and would be paying for 2 extra accounts. We choose to just make due with 4 users on live chat. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

From my experience, Olark is a top notch product from a top notch team. I highly recommend their chat feature. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

My goodness! Live chat has tremendously allowed for our team to cut the volume of phone calls that some in from our customers. It gives our customers a quick and reliable way to reach us.

Review collected by and hosted on G2.com.

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Response from Karl Pawlewicz of Olark

Hi Taylor - Thanks for the kind words about Olark! With regard to your comment about the number of agents you can purchase - we allow you to add and subtract users "a la carte" now, no more agent groups. So if you only need 6 agents - you only need to pay for 6 agents. You can add or subtract agents at any point in your billing cycle and your payments will adjust automatically. Pretty easy stuff!

EL
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

The interface on all pages is clean and well thought out. The controls are all extremely easy to manage as well. Review collected by and hosted on G2.com.

What do you dislike?

The reporting is a bit difficult to play with and to export into our home grown system. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

It allows us to handle multiple customers at the same time instead of being on the phone. It also allows us to freely pass customers to different agents which is a nice perk. Review collected by and hosted on G2.com.

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Chief Content Chef
Computer Software
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Organic
What do you like best?

The simplicity of the product that provides a seamless user experience. Review collected by and hosted on G2.com.

What do you dislike?

There's not much innovation within the product while the competitors who charge way higher, seem to be adding a new feature with time. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you are looking for a product that -

1. Can fit your budget easily

2. Not be an extensive, can-do-anything tool but provide the basics which fulfils your needs

3. Is simple to use and doesn't involve complex workflows

You should implement Olark without a second thought. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We used Olark for support within the product and engagement with users who came on our website. We were able to succeed solving both using Olark. Review collected by and hosted on G2.com.

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IC
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

I like their easy to use back-end interface. It is easy to make changes, and they have excellent reporting. I also love the option to get notified if someone adds something to their cart. The API makes it easy to customize to your needs. Review collected by and hosted on G2.com.

What do you dislike?

I dislike that they do not have a desktop/phone app. I work with many tabs open, and it would be nice to have to have an Olark app on my toolbar. But this is not a deal breaker, I just created a favorites button to access Olark easily. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

If you need to remove the branding, it is quite pricey. It will cost you about $59.00 monthly. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Olark gives us the ability to have a form on our website when we are offline. We find that customers are more likely to fill out the live chat form then send us an e-mail through our contact page. Review collected by and hosted on G2.com.

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CW
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

I like the shortcuts Olark provides to deliver a quick response to the customer. Review collected by and hosted on G2.com.

What do you dislike?

I dislike that it sends your message when you hit Enter. It's easy to send before you are finished typing your response. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Minimized calls we receive by answering customer questions via live chat. Customers appreciate the fast response to questions rather than calling or emailing in. Review collected by and hosted on G2.com.

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UA
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

Great tool. They focused on one area of customer support-chat, and ended upcreating a very good product that is laser focused on getting the job done. The pricing policy is simple, and stability is great. Review collected by and hosted on G2.com.

What do you dislike?

I've heard of stability issues in the past but haven't experienced this. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Chat, Customer Support, Customer Service, Sales Review collected by and hosted on G2.com.

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Junior Software Developer
Logistics and Supply Chain
Small-Business(50 or fewer emp.)
Validated Reviewer
Review source: Invitation from G2
What do you like best?

We needed a live chat program and Olark gave us just that and at an affordable price too.

I like the ui of this program, it is straight forward and easy to navigate. We didn't have to spend days training our staffs on how to use this tool. They picked it up themselves within a day. Review collected by and hosted on G2.com.

What do you dislike?

Olark doesn't yet have a mobile app. Thus our support team can't connect with customers on the move. Review collected by and hosted on G2.com.

Recommendations to others considering the product:

It may not be the best help desk program out there but it gives great value for its price and provides users with the basic features you expect from an help desk program. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Olark has helped us increase our user to customer conversion rate and also halved our services churn rate. Review collected by and hosted on G2.com.

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