Olark

Avantages

Olark possède une interface facile à utiliser

Inconvénients

Il est décevant de constater qu'il n'existe pas d'application mobile

Avantages

Le chat est un autre moyen d'interagir avec les clients qui ne sont pas disposés à appeler ou à envoyer un e-mail

Inconvénients

Les paramètres nécessitent un peu plus de réglage.

Avantages

1) User-Friendly: I've found Olark to have a very simple and user-friendly interface for both - the recipient and the sender.

2) Affordability: Olark gives you the opportunity to look much bigger and way more professional than you already are! All of this at a very nominal price, of course. As of April 2019, Olark has one pricing model that can either be billed monthly, annually or for two years straight. As you choose a longer commitment, the prices reduce accordingly. Also, if you're not sure about what chat client is best suited for your business, you can always try Olark for 2 weeks, absolutely free. What I like the most is that there are no "Starter", "Pro", "Enterprise" discriminations!

3) Intelligence: Olark allows you to pre-assign quick responses that keep your customers from having to wait for an answer. Our employees love this feature because they don't have to type the same response again and again. Another smart feature is the notifications that our employees get when they leave their workstations and forget to log out. Olark gives the customer a quick response, giving them an option to send the chat as an email instead. This is great for a future follow-up.

4) Reporting Feature: Olark gives the administrator the option to assess the quality of an employees' chatting capabilities as well as his/her productivity levels. An employee can also learn from any feedback that's left by their customer with regard to their chat experience.

Inconvénients

1) No Image Sharing: This may not be a necessity for all businesses, however, we occasionally require our customers to send us screenshots of the issue that they are facing. This can help us serve them better. We have makeshift walkarounds for this, but having an image sharing option would be great.

2) One User At A Time: Unfortunately, only one user can be logged on to the agent at any given time. This could be a deal breaker larger businesses that have more than one customer care representative.

Avantages

Chat capabilities are fast, useful, and easy to manage. The system is great showing important data to better support the client. Lately AI has been integrated into it for 24/7 support but it is still in the works and could be better.

Inconvénients

Chat management when multiple users are using the platform for support is not great. It would be amazing that when someone claims a chat, it gets removed from the long list so other users don't lose time going through the requests.

Avantages

It's one of the cheapest live chats that you can buy starting at $29 per month. It's also just a pure chat app with no helpdesk functionality. So, if that's what you're looking for - Olark can solve that problem.

Inconvénients

You really do get what you pay for. It looks horrible and very outdated. You can't customize your auto-responses very well. You can't design a chatbot here, and their customer service is bad.

Avantages

Chat worked exactly as expected, allows our CS team to respond to customers chatting in on our website. Can see customers locale which is helpful to discern scam/junk chats.

Inconvénients

This isn't a fault of Olark, but it didn't integrate with our email client so we had to keep Olark open in a separate window/tab.

Alternatives envisagées 

Avantages

Olark is affordable, easy to deploy & a very stable chat tool. Olark is intuitive for agents using it to assist & customers reaching out via chat

Inconvénients

Olark is missing features like smart assign, complex group configurations & smart bots compared to other chat tools in the market

Avantages

I enjoy the reliability of this livechat solution.
Olark is so amazing to use.

Inconvénients

Olark has never been problematic to us.
Olark is effective.

Avantages

Olark is a very easy-to-use platform with a simple interface, it is quite accessible since it is relatively cheap, it has excellent functions and features for a very low cost, you can use it completely free for 2 weeks, with Olark you can create quick answers for basic questions This is excellent because if a customer asks a question, they do not need to wait for an answer since quick responses are pre-assigned, with this platform you can offer the customer an excellent experience to increase sales.

Inconvénients

I have not obtained negative aspects of this software, it has offered me a fairly protected commercial tool, I have been able to increase sales and obtain better performance in terms of communication with my clients.

Avantages

Olark is amongt the simplest helpdesk applications to try. It is intuitive and has a very short learning curve for new support staffs I have introduced to Olark.
Olark has got an array of smart features , which helps the conversion rate on our website and also helps the sales team better improve the quality of customer service offered to customers and clients.
I like the searchable transcript feature , which ensures every conversation between sales agents and web. visitors are saved in the cloud. Thereby allowing anyone on the sales team to search through the chat transcripts either for analysis purposes or to follow up on previous conversations. It has an efficient mobile approach ,which has ensures users who communicate with the website team via mobile phones, have a quality experience just as someone communicating via pc or tablet.

Inconvénients

Olark automatically closes open chat conversations if agents have not responded in over five minute. I wouldn't know why this was introduced ,however it does not do the sales team any good.

Avantages

Olark is hands down the best chat software we have used based on functionality, ease of use, and price. We have used 2 other softwares and none compare to Olark.

Olark is easy to customize to fit your website (color scheme, style, design, etc) and it is easy to use (for both back end and front end users). We found our users are more engaged when chatting to us through Olark.

Inconvénients

The only complaint we have is that we can't share seats. This makes sense. Olark doesn't want you to only purchase one seat, yet have multiple users using it. I guess we were blessed in the last software we used which allowed us to have 2 people for one seat. The other software failed in other regards though, so we are fine paying for multiple seats with Olark.

I guess we actually have one more complaint: people who chat with you can upload screenshots, but not the other way around. We cannot upload screen shots into the chat while chatting with people. This makes it difficult sometimes. We have to explain via words where to click on our website or where to sign a document. We would love if a feature was developed where both front end and back end users could attach screenshots.

Avantages

When working with businesses of all kinds, especially the one that is linked to sales and customer service, one of the aspects imposed by the criterion of a good or bad experience is customer service. That's why I like Olark a lot, because you can offer an exclusive experience, which translates into higher sales. Since we used Olark, we have attracted more people, because thanks to its platform, it allows you to respond in record time, all those doubts about your products or services. Another thing that I like, is the ability that offers you to customize the chat to the corporate image of your company. Also, when you start communicating with any visitor, it allows you to know valuable data for your work, information such as location and contact details. Live chat is so important to us, and the best option you can find is Olark.

Inconvénients

All their years of experience offer you a shielded commercial option, which makes me not identify negative aspects of their platform or their services, quite the contrary, I have compared them with others and greater are the profits, a marvel.

Avantages

this has helped us as a small business connect with new clients that are interest right away on our website which allows us to connect with them at their peak interest which is best for sales driven businesses

Inconvénients

the software gets a little time to get used to but overall can really help a small business thrive

Avantages

It's simple, easy to use and allows you to store frequently used responses to speed up communication.

Inconvénients

Visitors can send you files but you can't send files back to visitors. It is a bit difficult because if you want to send a PDF or a screenshot, you have to e-mail it or have it stored on a Web server and give the visitor a URL.

Avantages

It is easy to use and it works like a charm. Instant notifications and email summaries are really helpful for improving communication with customers.

Inconvénients

All is great except the issues we are getting from website performance tools which always mark Olark resources as a potential issue to page load experience.

Avantages

easy to use and always improving

Inconvénients

multiple operators can start a response to an inquiry and the first one to hit enter wins. Would be helpful if the operator who will deal with it can click on a button 'respond' so that other operators will know and won't

Avantages

With more and more business being done over the phone, some customers prefer to avoid business interactions or to limit them as much as possible. Olark makes it easy for those customers to engage business and ask questions on their terms: comfortably, quickly, and with little pressure. They can engage your organization in a chat directly from your website. Organizations, meanwhile, can easily engage multiple customers simultaneously through Olark.

Inconvénients

While Olark shines as a customer service device, I'd venture to say that it takes too much pressure off of customers from a sales standpoint. If a prospective customer prefers not to come into your store or even call you over the phone, the odds of that customer making a purchase are relatively low. I have seen a low volume of qualified leads generated through Olark.

Avantages

* Easy setup and use
* Improves your customer retention
* Helps you to react to clients requests quickly

Inconvénients

Generally I liked the software very much. Sometimes it glitched on our website for some unknown reason, but I don't know the specifics, so probably the issue was on our side.

Avantages

Best Chat tool for front end UI because its a small bubble on the page and allows your users to be able to actively reach out to people on the website, you can see who is on the webpage, as well as integrate directly with SFDC.

Inconvénients

It does not have a lot of OOTB integrations with some of our tech stack which isnt a deal breaker.

Avantages

I found it really helped with assisting our customer with any questions or problems they may of had, as a lot of our customer don't like picking up the phone so it allowed us to help them in real time.

Inconvénients

We did have a problem where customer support wasn't the fastest at replying.. ironic really.. but this was a one time issue, apart from that they are been great!

Avantages

The biggest advantage of Olark is how easy it is to install and have it running in no time. The dashboards features pretty extensive analytics and chat history. Customer support was also pretty quick when I had an issue. They also have a mobile app but I rarely used it.

Inconvénients

I think the biggest con is that very same simplicity that makes it easy to use. I have had hard time generating a really detailed CSV report about the chat history of our team with timestamps, client emails, names, etc. The customization of the whole Olark experience for both us and the client is also pretty lacking.

Avantages

We love the new hummingbird feature!

Inconvénients

More control on features would be awesome.

Avantages

Olark is very easy to use for all participants. We were concerned that it would be difficult for our website visitors to get the hang of, but we’ve not had any complaints so far! It’s very easy for us to use as well. We especially like the chat log feature. It helped us create a database of commonly-asked questions, which helps us when we have a new employee answering the chats.

Inconvénients

We’ve experienced a few outages, but they weren’t very long. We were able to get back up and running within minutes, which is very important. The ability to share images with the visitors to our website would be handy. Other than that, we haven’t had any issues.

Avantages

This program is so easy to use that everyone in our office has taken a turn! We love that it can be a subtle, yet helpful, add on to our website. We also like seeing who is on our site and being able to recall past chats. The price point is also very affordable.

Inconvénients

Probably the most frustrating part is that we had a few times when the alarm noise just shut itself off and we missed a few chats before we realized what happened and turned the alert sound back on.

Avantages

VERY easy to implement and customize. Great use experience.

Inconvénients

Can't think of anything right now.