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Olark
4.2

In many ways, Olark is an interesting company. Founded in 2009, they are a fully remote team with employees distributed all over the world.

It's also one of the most popular live chat tools out there, claiming to serve more than 12,000 businesses.

What's great is that they sport advanced features such as live chat automation (targeted chat as they call it).

They also have a selection of holiday themes, which is a pretty nice touch (e.g. a Halloween pumpkin or a Santa Claus hat). With their "attention grabbers," that can be put on top of a regular chat box, you'll make sure that no visitor passes by not noticing the live chat.

Pricing is simple: they feature a free plan (slightly hidden on their website), which only allows up to 20 individual conversations, and one premium plan. You can choose to pay monthly ($17), yearly ($15) or bi-yearly ($12).

And here is what you get:

Check out our full Olark review here: http://www.chattooltester.com/reviews/olark-review/ To give Olark a try for free, click here: http://olark.chattooltest... Olark Review: Strenghts and Weaknesses of the Live Chat Software 2016-08-18 https://img.youtube.com/vi/6kGGBHPcibc/hqdefault.jpg

Try Olark's free plan

$17 /mo

Billed monthly

per agent, per month

$15 /mo

Billed yearly

per agent, per month

$12 /mo

Billed every 2 years

per agent, per month

criterion rating comments

Ease of use

Olark’s usability is fine, it’s very easy to understand. The menu structure makes sense and they offer explanations where you need them.

Setup

Integrate the code snippet provided to your website and you are ready to go.

Themes and Style Options

Various templates and color options available. Custom CSS edits available as well, which is a paid feature though.

Chat features

Chat client

The client is pretty basic. Nice touch: it will show the chat agent’s image if you activate this option. Allows file uploads.

Chat agent console

Use a third party instant messenger (e.g. Pidgin, GTalk, iChat) or the (basic) web-based chat console. There is a range of commands for special actions like blocking or transferring customers. Enter !help while chatting to see all your options.

Automatic messaging

Either automatically with a greeting message or manually via the chat console. Unfortunately, the web console doesn’t show who exactly got triggered. This makes it a bit difficult sometimes to know if your automations actually work. You can also hide Olark altogether and only initiate chats yourself.

Offline mode

Also collects feedback when you are away through the contact form.

Shortcuts / canned messages

Set up shortcuts through their new editor. While chatting, you simply hit the semicolon key and all the available shortcuts will pop up.

Tracking & live analytics

yes

Analytics on the web-based console gives you all the relevant information (visitor’s country and city, whether it’s a returning visitor and their browsing history). The information should be presented in a more efficient way: the URLs, for example, get cut off and you only can get to that information by hovering over the visitor’s list.

Internationalization

The primary language is English but you can customize most of the backend texts. Via their API you can make it multilingual but that requires programming skills. A useful feature is the Translation Power Up, which translates questions and answers on the fly ($29 per month).

Ticketing system

no

They don’t have their own solution but integrate with Desk, Help Scout, and Zendesk.

Integrations and add-ons

yes

Integrates with Assistly, Highrise, Salesforce, Webhooks, and Zendesk. Can send transcripts automatically to your CRM. There is even an app store where you can get “Power Ups” that enhance Olark’s functionality.

Advanced Features

Team Management

yes

Chats can be transferred from one agent to another and you can set up groups.

Mobile support / apps

yes

Runs on mobile instant messaging clients as well (e.g. IMO.im). There are third-party smartphone apps as well. The Hummingbird feature optimizes the chat window for website visitors on mobile devices. Native iOS or Android apps are not available.

Cobrowsing

yes

Available via Power Ups. It’s pricey though! Expect to pay $99 per month.

Ban users

yes

… but you can only block someone for the current session. With their rules feature, you can hide the chat bar for certain countries (e.g. those you don’t ship to anyway).

Log creation

yes

Creates transcripts for each conversation.

Support

  • Web App Live Chat
  • PC Email
  • MAC Phone

Overall, very good support.

Overall rating

4.2/5

Olark is very strong on chat automation and offers reasonable prices; overall a solid solution. It’s also fun to use it.

Olark’s browser-based console looks smart and is promising. But there is still some room for improvement. Instead of providing buttons for quick access to key features, a lot of commands have to be keyed in, for example !block for blacklisting a user or !transfer to pass a visitor on to another agent.

Generally, we very much like the look and feel of Olark’s user interface and the chat client. What’s also great is that visitors can rate their chat experience, allowing you to collect satisfaction data. Their pricing is very affordable and they offer excellent chat window templates. Also, if you are looking for a live chat software featuring cobrowsing, Olark is your top choice.

Just give it a shot and see if Olark is right for your company. Chances are pretty good that it actually is.

> Try Olark yourself for free

robert
Hi, I am Robert, the founder of ChatToolTester and have been following live chat software market since 2012. I hope you enjoyed this post! Feel free to leave your feedback in the comments below.