Olark Review - Pros and Cons of this Live Chat Solution

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

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.

Multiple languages

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

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

Integrations and add-ons

Integrates with Assistly, 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.

Team Management

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

Mobile support / apps

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.

Voice/video calls

Not available

Cobrowsing

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

Ban users

… 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

Creates transcripts for each conversation.