Olark live chat Features List

Olark live chat Reviews

Olark live chat

Happier customers live chat with Olark

4.61/5 (261 reviews)
7,334

Olark live chat Feature Summary

  • Simple install — Just copy and paste an HTML snippet
  • Design friendly — Fully configurable themes, colors, text
  • Start immediately — Chat now from your browser
  • Mobile and desktop — iPhone, Android, Windows and Mac
  • Visitor details — Know who and what's going on your website
  • Transcripts — Every chat recorded for review
  • Chat ratings — Get instant feedback from customers
  • Reporting — Detailed, real-time, beautiful reports
  • Proactive chat — Directly or with targeted, automated rules
  • Cobrowsing — Instantly control customer's browser
  • Offline messages — Take emails when you’re not around
  • Capture emails — Optionally require emails before chatting
  • Chat groups — Route chats to any team like sales or support
  • Chat limits — Limit chat volume to what you can handle
  • Integrated — Salesforce, Zendesk, Desk.com, SugarCRM + more
  • Ecommerce — Works with Magento, Bigcommerce, Shopify + more
  • Google Analytics — Track detailed events for every chat
  • Open API — Powerful Javascript API and Webhooks
  • Multilingual — Works in any language
  • Free to try — 14 day free trial on every paid plan

Customer Service & Support Feature Comparison

Most popular features of all Customer Service & Support apps

API (128 other apps)
Activity Dashboard (51 other apps)
Automatic Notifications (58 other apps)
CRM Integration (47 other apps)
Chat (126 other apps)
Contact History (48 other apps)
Customizable Branding (52 other apps)
Customizable Templates (43 other apps)
Email Integration (54 other apps)
Instant Messaging (63 other apps)
Knowledge Base (77 other apps)
Monitoring (53 other apps)
Multi-Channel Communication (53 other apps)
Prioritizing (51 other apps)
Reporting & Statistics (67 other apps)
Social Media Integration (52 other apps)
Surveys & Feedback (57 other apps)
Third Party Integration (56 other apps)
Ticket Management (48 other apps)
Trouble Ticketing (43 other apps)

Competitor Feature Comparison

Olark live chat Feature Reviews

25 reviewers had the following to say about Olark live chat's features:

Brayan Agostinho De Freitas Gomes

excellent digital marketing strategy to talk customers

2018-05-18

Pros

In addition to this, it includes a wide range of tools, such as real-time reports, automatic messages, transcriptions with search capability, and as if that were not enough, it integrates equipment management tools. where it offers a great integration of software that is the most outstanding of Olark where we can share large amounts of data in the chats.

Cons

should have more integrations like Slack and be more customizable

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Joe

solid tool and a good design

2013-03-21

we have been using it for 6 months now and it does the job. Website users seems to like it as we do get regular interactions via the tool

Pros

automated transcripts, integrations with common CRM

Cons

a bit complex to set up the third party instant messenger

Source: GetApp
0 of 1 people found this review helpful
Helpful?   Yes   No
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Maxwell Leib

Awesome Service

2017-01-13

Love using the chat feature. It allows me to monitor what pages people are on and how much activity our site has after email blasts go out.

Pros

ease of use. customizable

Cons

none

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Terry Tutt

Awesome Chat

2017-01-13

Olark provides an awesome chat experience for our users and easy integration with our help desk software (Freshdesk).

Pros

Ease of use, reasonable cost, flexible api

Cons

will miss the screen-sharing feature

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Scott Knudson

Love Olark

2017-01-13

Very easy and usable.

Pros

Easy integration. Easy use for chat agents.

Cons

I don't love the designed message bubble.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Olark live chat

Don't change :)

Source: Capterra
Helpful?   Yes   No
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David Lewis

Small biz review

2017-01-13

Would love to get more customizable branding and reports.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

5/10
Source: Capterra
Helpful?   Yes   No
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Todd Balsley

Easiest way to bring real-time support to your customers

2017-07-18

It's a quick and easy setup tool that gets you chatting with your customers in real-time.

Pros

Simple, easy and reliable chat tool that integrates well with CRM and other Help Desk software.

Cons

They also don't quite have a note feature yet which would be very handy for our internal communication.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Dallas Kachan

Great chat solution

2017-01-24

The chat interface and its behavior are nicely customizable to match our site's appearance and business workflow.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Scott Hutchinson

Great for supporting customers

2017-01-25

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.

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Alisdair Troup

The Best Choice

2017-01-20

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.

Pros

Simple, Easy, Robust and customers love it

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Bo Acimovic

Easy to use and get started with

2017-01-13

There is enough functionality to allow you to transfer chats between operators, ask for feedback, etc.

Pros

Eease of use and integration.

Cons

Some stability issues and outages.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10

Recommendations to others considering Olark live chat

Improved reporting would be welcomed.

Source: Capterra
Helpful?   Yes   No
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Aden Andrus

Best Live Chat Option Out There!

2017-02-01

I've looked at a number of live chat providers and Olark is my hands down favorite.

Pros

Super easy to use, but loaded with powerful features.

Cons

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

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Olark live chat

Just get it!

Source: Capterra
Helpful?   Yes   No
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Colin Winn

Great product!!

2017-01-13

Our customers utilize Olark chat daily and we are very happy with how communication is handled and the ease of use.

Pros

User friendly!

Cons

Would prefer a in-house app with Olark and not third parties.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Olark live chat

Keep up the good work!

Source: Capterra
Helpful?   Yes   No
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Andrew Ferguson

Best performing chat service

2017-01-13

I've used almost every live chat service available and Olark is still the only one the directly integrates with both Salesforce and Pardot.

Pros

Ease of use, automation is 2nd to none

Cons

I have to actually go to cases and attach them to the appropriate contacts

Rating breakdown

Value for money
Ease of use
Features
Customer support

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Olark


Thank you, Andrew!! [-Karl]

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Alejandro Gomez

Simply the Best!

2017-01-13

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

Pros

Customers Love Co-Browsing feature!!

Cons

Mobile App for agents.

Rating breakdown

Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Tyler Cooper

Solid basic chat product with nice SFDC integration

2017-12-14

Pros

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).

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No
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Andrew Kurland

Gets the job done

2017-01-13

It's easy to integrate and offers many UI options without coding.

Rating breakdown

Value for money
Ease of use
Features
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Katherine Clayton

LiveChat is an awesome addition to any business

2017-01-13

They have smart features that send certain messages to customers based on your preferences which I really like, and an away message so customers can send you a message when you're not there that gets sent to your inbox.

Pros

Since I am the only one that answers the chats it's not worthwhile for me to purchase an expensive multi-user system.

Cons

I don't hear the beep when I get a message or I forget to turn it off when I walk away.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10

Recommendations to others considering Olark live chat

Needed for any customer based website!

Source: Capterra
Helpful?   Yes   No
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Sean LeSuer

Easy to use and very open-ended

2018-04-11

Aside from social media, this is an immediate way for people to get assistance.

Pros

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.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
Read more
Andrew Bickerton

Great, pocket friendly software.

2017-01-21

Only thing missing is a report on operator utilisation.

Pros

Ease of use, from integration to UX

Cons

Reporting is quite basic.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Alex Forward

Easy to setup and versatile features!

2017-01-13

It is many clicks currently to get from chat to transcripts.

Pros

Easy to change messages even after html install.

Cons

Viewing transcripts is a pain.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Brendan Rice

Great tool to set up live chat support on your site

2017-09-27

Really nice, customizable live-chat tool.

Pros

Olark makes it super easy to add live chat support to your site and manage communication with site visitors.

Cons

Unfortunately there's no dedicated app so you have to have Olark open in your browser if you want to be available to chat.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
Read more
Igor Churilov

Simple live chat software that gets the job done

2018-04-10

Olark is a great first ever live chat software.

Pros

The dashboards features pretty extensive analytics and chat history. Customer support was also pretty quick when I had an issue.

Cons

I have had hard time generating a really detailed CSV report about the chat history of our team with timestamps, client emails, names, etc.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

7/10
Source: Software Advice
Helpful?   Yes   No
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Shaun Houshmand

Verified Reviewer

Oh look, Olark

2018-06-21

Pros

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.

Rating breakdown

Ease of use
Features

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Annette Powell

Great for Chat

2017-01-13

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.

Pros

Chat functionality

Cons

Away messages/email functionality

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

6/10
Source: Capterra
Helpful?   Yes   No

Response from Olark


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]

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