Olark vs. Pure Chat by Ruby

If you want to have the option to chat on your company website and keep track of those chats, the customer's satisfaction, your employees' capabilities and the repetition of certain inquiries, Olark can truly help your business. We have 4 employees at any given time dedicated to our chat function during business hours. After hours if offers the option to send our customer service team an email with your question on your behalf. Everyone wins.

Incentivized

Pure Chat gives you basic functions to chat with customers online. They are also working on chatbots but we haven't them tried yet. Their analytics and reporting are ok - our sales manager isn't impressed.

Incentivized

• Its ease of use and simple design is a huge plus.
• Their customer support is top notch. They have always been super responsive and helpful.
• Past chats are stored and easy to search.
• It's easy to customize to fit the look and feel of your website.

Incentivized

• Online chat
• Multiple websites, multiple users
• Supervisor feature

Incentivized

• There is not a way to add a queue. We have guests that get a little impatient when we are very busy. This would allow for the guest to know that we are working on getting to them and not ignoring them.
• We have experienced outages this past year, and the communication in regards to what is happening is not the best.

Incentivized

• Transcripts that could generate in a PDF or Word doc rather than .txt file, option would be nice
• Chat is straight forward so not much room for improvement, we're happy with the service, functionality, and ease of use.

Incentivized

I think it's a great feature to be more in touch with a customer base - it saves time, money, and is often extremely effective in terms of answering customer questions and addressing concerns. Although the subject of product renew is not necessarily in my hands, I strongly advocate for the program's future use

Incentivized

It is simply easy and customizable to be exactly what you need it to be

Incentivized

I've used the Olark knowledge base and searched online for help on questions I had. The help section is easy to use. I have found most of the answers I need within minutes. Plus their help section has a chat feature in a box on the same level as the answers so when I did need more help it was right there for me. (didn't need to search for it on another part of the page) This box has a link to open a support ticket, twitter link for quick answers, and a systems notice

Incentivized

We did use Zendesk chat for a short time but switched to Olark when a colleague suggested Olark was simpler. We were looking for a chat solution that was easy to understand and use visually, plus easy to switch between multiple people when taking turns monitoring chat. And we liked how it fit on the screen of the website - easy to see but not intrusive

Incentivized

Most chat products are pretty similar in terms of functionality, it comes down to price and function. I've reviewed Olark and LiveChat when we were searching the marketplace for comparison purposes and both services were very comparable in functionality and pricing however it didn't justify the move from Pure Chat.

Incentivized

• Positive impact on employee payroll. We would have to hire at least 1 or 2 more employees if we no longer offered Live Chat support.
• I don't believe that Olark had any negative impacts on the business. We simply outgrew the platform.

Incentivized

• Instant connection with our clients and prospects
• Expanded our ability to increase client contact efficiency
• Allows us to stay up to date with the ever changing demand of consumers

Incentivized