Avaliações do Olark

What Olark lacks in functionality, it makes up for in simplicity and clean UI

Comentários: Overall, I've loved using Olark as a simple sales and support tool. However, any ticket creation or formal integrations are lacking. If you're looking for a tool that is more than a simple one-to-one, one time communication tool, then I would look elsewhere.

Vantagens:

The UI is clean, easy to use, and is honestly just pleasant to log into every day. Beyond that though, the shortcuts are helpful, and the storage of past chats is really advanced for the price point, and easy to sort through and keep track of. Lastly, the reporting and metrics are helpful in making informed decisions.

Desvantagens:

There isn't a lot to Olark. It's a chat tool, pure and simple. The integrations are available, but they aren't easy to connect, and they don't provide a lot of output for the trouble.

Helped up convert bigger customers and expand customer service

Comentários: The team had been using Olark for support before I joined and had it available for everyone looking at the website.
When I joined I did some analysis to see if it was worth keeping Olark running on the front-end of the website where non-customers could use it. Or could we save money and resources and just make the support available to customers after they logged in.
I was very nicely surprised to find that leaving it on the front of the website resulted in us converting customers x3 times the average size. I guess they liked to check us out and make sure there were real people there to talk to if any issues. The end numbers were that for every hour a support person was answering questions on the site we were earning a little over $100 in return.
These numbers resulted in us actually expanding the customer success team to make sure all time zones were covered.

Vantagens:

Easy to set up and run with a distributed support team across the world.

Desvantagens:

No real downsides. The software worked exactly as advertised.

Decent value but performance somewhat lacking

Comentários: When Olark is functioning correctly, it's a decent tool. The service is affordable, and this has been the largest draw. Our organization uses it as an integrated chat support option and it has helped take our support to a higher level. Some issues arise however when our users contact our other support channels and report "not getting a response" which we determined to result from our rep's not receiving the text, simply open chats with no content. We have no way to determine when this is happening or why but it comes and goes sporadically. When the transcripts are later sent to our email inbox (another of their useful features) we see the conversation, but by then it's too late and our customers are already frustrated. We've kept it for over 2 years because we've built a lot of our other functionality around it, however the problems (such as not having accurate visibility of when other reps are online as another example) have continued and we will likely be seeking an alternative option.

Vantagens:

Easy to use Through metrics and reporting Easily integrated with other ticketing and metrics tracking programs

Desvantagens:

Unable to post images (from the chat rep side) Performance/ functionality somewhat inconsistent Limited ability to create personalized macros Agent visibility (knowing when teammates are online) often unreliable/ not functional

Olark is a great tool to respond to customer enquiries

Comentários: Overall, it's okay but there's a lot of room for improvement.

Vantagens:

Olark allows you to create a pre-chat survey to get leads. The fallback message is cool too specially if you're not able to answer any chat within a span of time. You can also forward the message to the right department that must take care of any request from a possible customer or existing customers. The Pro version allows the chat support to access the scree of the customer with the customer's approval. You can also transfer the chat to another chat support member. Their cobrowsing is super duper useful.

Desvantagens:

The chat window templates doesn't really look good and their design are not that attractive. The design of the templates should be improve so they can be attention-grabbing and appealing.

Olark has been our trusted customer chat software for years.

Vantagens:

Easy to install. Both desktop clients as well as web clients available. Can set up default response templates. Nice back end reporting. Various configurations are available for the customer user interface depending on your preference.

Desvantagens:

Needs an auto responder. If it has one, I don't know where it is. I want it to auto-reply to the customer with a message such as, "Thank you for your message. Please give us a couple minutes to reply." We have customers who expect an immediate response and don't want to wait more than 15 seconds.

A best solution to chat with customers on live website

Comentários: With Olark we can manage all our customers and to have reduce our issues on the website in a higher manner. Olark is a great tool to manage all our needs.

Vantagens:

Olark is the best application to chat with customers and to engage with them so that we can generate more sales, Olark is also a great tool to manage the users who are currently visiting our website and to have their issues solved on real time. We are using the tool to solve issues which our customers raise when they visit the website. Olark seems to fulfill all our needs are we are happy with it.

Desvantagens:

The main issues is that the chat has a delay of more than 2 minutes, this makes the customers annoying. Please try to fix this issue asap.

Olark = powerful tool for teams

Comentários: Very easy to use. Great visibility to customer experience with your business.

Vantagens:

Olark was simple to install, integrates well with our Wordpress website, and it was easy for our service reps to use. The best part about Olark from a business standpoint is the chat log. You can audit all chats, which will allow you to train operators on best practices for chat. You can also see how many chats go unanswered and when, and try to figure out why.

Desvantagens:

My only complaint is that I wish it integrated better with HubSpot.

Easy to use and very open-ended

Comentários: Customers have full access to get help right away. Huge bonus for our product. Aside from social media, this is an immediate way for people to get assistance.

Vantagens:

UX is easy to follow. Love that we can use extensions such as Upscope. Integrates right into our website and customers love it too. Definitely, recommend this one to anyone looking for a great chat service for direct contact with your users.

Desvantagens:

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.

A good value for money tool

Vantagens:

I used Olark daily while working at my first company. I used it almost daily and the good thing about Olark is it isk very simple, easy to learn/understand UI and gets the work done. It would be great for a small company/start up.

Desvantagens:

Overall, it does get the work done but I didn't see any advanced functionalities like getting analytics of usage. May be text analytics to understand the most common type of concerns etc.

Excellent helpdesk solution.

Vantagens:

I have tried and administered a few helpdesk solutions over the years and I think Olark stands out for me at this time,it could be different in future though. I love Olark's simplistic approach ,everything from its user interface ,add-on services and features are simplified for teams and organizations to have a perfect understanding of how they work ,and how best to maximize their impact on an organizations sales(customer service) activity. With Olark ,I am able to measure the performance of all agents reporting to me , set a limit on the amount of chats an agent can respond to at one time ,access vital analytic which becomes very important to helping my organization better prioritize chats,score our leads and modify our sales strategy by leveraging on the insights in visitor data collected from social profiles and on our website by Olark.

Desvantagens:

Olark needs to continuously innovate the Olark helpdesk solution. Over the last year ,Olark hasn't undergone any major change or upgrade in terms of features. An overly confident organization,yea?

Olark is a very reliable and easy to use platform with limitations

Comentários: 8 out of ten, with the two points really just all about limitations from an "AI" or Automated Response stand point of view and the inability to send graphics.

Vantagens:

Olark has been our chat platform for three plus years and has proven itself to be a time saver, a great sales tool, and it has been an easy resource for our existing clients and CS Agents to utilize. Their ";" shortcuts are the easiest tools to use on many platforms we have tried. Aside from a few short outages, they are extremely reliable and their support team is responsive and very helpful.

Desvantagens:

The limitations of Olark include the lack of ability to share graphics with our clients. We can receive images from them, but not being able to respond has been a severe limitation on our staff as we have to switch to email in order to send graphics. Their Screen Share option is nice, but with new contacts, this is a hard proposition to sell on letting a new company "take control" of your PC. If Olark allowed us to send graphics, screen caps, images, it would be the perfect platform as my team loves the ease of use and friendly tools.

Easy to use

Vantagens:

It's ease of use. Setting shortcuts, updating what the end-user sees, changing the overall look, these are all really easy to do with Olark. Having used Zendesk as well, I really believe that Olark is a better all around experience for live chat.

Desvantagens:

It's not the greatest for reporting, so it's a solution that can be outgrown. Which is too bad. I've also experienced a bit of outages with it, though they don't last long generally.

Great easy to use chat software

Comentários: It helps improve conversion rate for customers as we can help them in real time

Vantagens:

UI is really easy to use and customers like it. The implementation was easy to do and customizing it to match the color scheme for our site.

Desvantagens:

Think the short codes could be easier to lookup. I only know of a few ones off the top of my head where would be nice to be able to click from options to execute

Great chat solution

Comentários: We've been using Olark for two years on our website and usually perform at least 3 chats every business day with it. The chat interface and its behavior are nicely customizable to match our site's appearance and business workflow. Favorite features include the integration (we use Sugar CRM) for passing records of chats back into our CRM and marketing automation system (inbox25) and what Olark calls its Targeted Chat capability, where we can have automatic behaviors initiated for certain types of visitors on certain pages of our site, e.g. automatically initiating discussions with website visitors from North America who spend longer than a minute looking at our case studies. We're fans of Olark and recommend it. Try it out on our site if you haven't already - it integrates quickly and is easy to test.

Vantagens:

Support is very responsive. 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.

Desvantagens:

Occasional service disruptions, but rarely longer than a few minutes.

Great tool for connecting

Vantagens:

I really like the preset features that allow you to connect with a customer who is stuck. Gives a real chance to feel like shopping in a retail environment.

Desvantagens:

The mobile platform could use some improvements, but overall really like the software and happy we implemented it.

Epic performance

Comentários: Excellent performance. I was happy I could view transcripts, agent performance, and activity among other stuff. Olark is easy to use and I recommend it for newbies.

Vantagens:

Ability to see where the customers come from. Ability to create shortcuts to increase response time in case the customer chats. Olark introduced translator. Notifications when a new customer sends a message Ability to customize specific messages for the customers Tgging, blocking, ending chats and shortcuts made easy

Desvantagens:

The popup message to pay was ever on screen. I never liked it though it was my obligation.

Easy to use and get started with

Comentários: Olark is a great chat tool. When you focus on one part of customer support like they did (chat), you end up with a good product. Pricing:
I like their pricing policy. You can define the actual number of operators and get billed accordingly. You can go up and down on that number as you need. Functionality:
Both the chat client and the operator view are easy to use. There is enough functionality to allow you to transfer chats between operators, ask for feedback, etc. Another great feature is sending some visitor information from your website where you use the client to the operator. For example, if your users log in, you can transfer the user information, email, etc for the operator to see. Stability:
There have been some stability issues in the months before January 2017, but Olark seems to be on it and it improved recently. You can sign up for SMS and email alerts too. Reporting:
Reporting is available, altho I would like to see some improvements. Most serious companies with a good customer support have operator schedules. I would love to be able to have the ability of defining schedules for each operator and have that included in the report. As much as you want to get reports from end users and about their satisfaction, you need to keep track of the operators and if they are sticking to the schedule.

Vantagens:

Eease of use and integration.

Desvantagens:

Some stability issues and outages.

Easy to set up, great live chat solution that makes customer engagement a breeze

Comentários: Using O'Lark we've been able to streamline our customer service and increase user retention and lead conversions have also increased.

Vantagens:

It's super easy to implement and customize. We were able to enhance our customer service and increase engagement quickly & easily. The added bonus of creating our knowledge base directly from the platform based on website visitor chats is a huge help.

Desvantagens:

Wasn't much not to like. There could be more customization options as far as font and colors, and the custom attention grabbers could be easier to implement

Switched To Olark; Wish We Switched Sooner!

Vantagens:

Olark is super easy to use. We originally were using a free live chat software...and what we learned is that free is not always better. Olark was our top choice and we started with a free trial. After 2 weeks of the free trial, we knew we had to be a paying customer. Super easy to set up, to customize, and our users love it. It is just like texting (similar chat bubbles...you can see when the person is typing, etc) and so it feels familiar for users. We've increased chats and increased our satisfied customers!

Desvantagens:

My only con is that you have to pay "per seat". In our previous live chat software, we were able to just purchase one seat and have two people monitoring that seat. With Olark, each login needs its own seat. This is an added expense, but Olark is competitive with their pricing. It is worth the extra cost for us.

Olark Chat tool that communicates in a diverse, innovative and efficient way

Comentários: It allows me a greater margin of communication with many people, allowing my organization to make itself known through personalized pre-chat surveys, detailed information about visitors and detailed reports, generating a previous empathy between us and the clients.

Vantagens:

The versatility that this tool has to integrate efficiently with Mailchimp one of my most efficient alternative messaging or the unalterable ability to use Google Analytics tools make this Chat system a powerful tool to connect with the right client, in the Right place, at the right time.

Desvantagens:

As for the negative elements The live chat from Olark has not allowed me to even talk to some customers directly from the Groove widget the other has been that the automatic sending of the chat transcripts from my help box in Scout to facilitate communications with some person has not occurred in the time that was aspired.

olark

Comentários: they are quick to gather feedback but do not make a lot of changes

Vantagens:

-reporting tool is through -CX is friendly, helpful

Desvantagens:

-lack of integration options -stand alone chat app is bad

Amazing Chat Experience

Vantagens:

Extremely easy to install and use. The UI is clean and easy to use for the user and it's impacted our business in a very positive way.

Desvantagens:

I don't have any cons whatsoever. This tool has really changed how we interact with our customers. If we need to move them to a phone call, we can do so easily.

Awesome Chat Tool

Comentários: Olark has been a very great tool for my team to use. It creates a way for us to reach our customers via different avenues. We get many chats every single day and our customers appreciate being able to use this to get a hold of us without picking up the phone.

Vantagens:

Olark is very easy to use, it is cost efficient, and it gives you insights to your customers that you would not have otherwise known.

Desvantagens:

If you have a large sales team you will need a lot of logins for Olark. This can take it from an inexpensive tool to a relatively expensive one.

Used at previous job

Vantagens:

Very awesome tool to track website visitors, chat, and more. I loved seeing where the website visitors came from and how. The chat button was also very useful because you could start a chat or vice versa with him.

Desvantagens:

None that I could think of. Everything worked as intended.

Great live chat platform

Vantagens:

Easy to use and very user friendly. It always works well and seldom have any issues. We have multiple users in at any given time.

Desvantagens:

It would not hurt for it to have a nice, more intuitive platform. It can be hard on the eyes so updating the interface would be well.