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Olark Manufacturing Reviews & Insights

Score10 out of 10

35 Reviews and Ratings

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Community insights

TrustRadius Insights for Olark are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Olark is a versatile live chat software that is widely used by customer service teams to provide immediate support to customers during the checkout process. By utilizing the chat widget on their website, customer service staff can engage with potential clients and address any questions or concerns they may have. The software also offers the option for screen sharing, which proves to be particularly useful when clients struggle to describe their issues. Additionally, Olark's chat archives are highly regarded for their convenience, allowing customer service representatives to reference past conversations and follow up with customers effectively.

Furthermore, Olark is praised for its ease of use and reliability, making it a popular choice among businesses of all sizes. The software offers a range of customizable features such as initiating conversations based on specific customer behaviors and storing chat transcripts. It also integrates seamlessly with popular platforms like Salesforce, Desk.com, and Zendesk, further enhancing its functionality and versatility. While some users have noted that stronger analytics capabilities would be beneficial, Olark has proven to be effective for companies with up to 15 employees actively engaged in chat support. Overall, Olark not only improves customer support but also helps businesses capture more leads and increase sales opportunities.

Olark Reviews

1 Review
ManufacturingApparel & Fashion1

Olark Makes it Simple to Chat with Customers in Real Time

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We use the free version of Olark on our website and it is monitored by our customer service staff. It allows our customer to chat with us immediately if they have a question or issue with checkout. Because it is so quick and easy to chat we are able to turn problems into sales. We can also see what page the customer is on in the website and what pages they have visited. This lets us suggest other products for them to look at based on their browsing.

Pros

  • Showing us what page the customer is on the website lets us track the path they follow through the products. It lets us know what what page they looked at and what they are looking at next, or if they are stalled on one page.
  • Yotpo chat lets us know how the visitor came to our site - we can see in real time what the search query was.
  • The away feature lets us put up a message on the chat about how to contact us while we are away plus links to commonly asked questions.

Cons

  • The version we have does not allow us to set up a list of common responses to pop into a chat. We keep them handy on a separate document so it makes for extra steps.
  • We have not been able to add html for clickable links in the away window even though the site says you can do it.

Likelihood to Recommend

Olark chat is easy to set up and use. You can have more than one user logged in to monitor the chat on different computers. This makes a fast response time more likely. Although you have to be sure to keep your volume up on the computer so you hear the sound letting you know there's a chat waiting. I like that you can see the customers path through the website and you can put clickable links while you are in a chat to guide the customer to a product or a help page. Plus you can see if they actually went there. This makes it easier to upsell.
VV
Vivian Vassar
Owner in Corporate at Hey Viv Inc (Apparel & Fashion, 1-10 employees)
Vetted Review
Olark
3 years of experience
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