Olark product overview
Olark is a live chat software that enables organizations to boost sales, solve issues, and understand customers better by making the customer support more human.
Olark enables businesses to engage with customers in real time. It also answers questions and gathers feedback. Companies can store structured notes and chat transcripts in the system to keep customer data organized. Organizations can apply live chat insights and leverage customer input to optimize products and services.
The software was built to increase conversion and lower call volumes. Aside from its live chat capabilities, Olark comes with features such as custom pre-chat forms, triggered messages, and offline messaging. It allows businesses to personalize every conversation and give customers the answers they need.
Olark can be integrated with websites, letting customer agents and sales representatives proactively start a chat session with website visitors.
Pros of Olark
- The software offers unlimited integrations. Chat data can be sent straight to sales and support tools
- Users can store structured notes and chat transcripts in Olark. The software has a transcript archive that allows users to save the full text of every conversation to a searchable database.
- Live chat agents can track visits and page views as well as update customer records while chatting.
Cons of Olark
- Olark doesn’t currently offer a queue feature for customers, meaning visibility into when customers will be served is limited.
Breakdown of core features
Olark lets businesses save time with automated live chat messages triggered by specific customer behaviors. It sends website visitors automated messages based on criteria like location, referring URLs, and browsing behavior to jumpstart conversations.
The software’s reporting feature provides up-to-the-minute information on chat volume, satisfaction ratings, and agent activity, so staffing and prioritization decisions can be made in real time. Managers can see which days and what time of day the business gets the most visitors chatting, which provides a more accurate staff schedule. Chat reports can be filtered by satisfaction ratings and sorted with conversation tags. Users can also receive email summaries daily, weekly, or monthly via email.
Live chat transcripts
Olark saves every live chat transcript and offline email in its transcript archive along with any other information collected, such as customer contact info, profile data, or follow-up action items. Each transcript captures the visitor’s name, email, location, page the conversation originated from, chat rating, and the full conversation that transpired. Transcripts can be filtered for keywords, tags, and date range.
The custom chatbox form feature allows businesses to ask visitors to share the information needed before they start a chat or send an offline email—so the team is always ready to start the conversation on the right note. Users can customize every interaction to provide a personal greeting and a smooth chat experience.
(Last updated on 06/22/2021 by Liz Laurente-Ticong)