Avis clients sur Olark

Plateforme de chat

Avantages :

Olark possède une interface facile à utiliser

Inconvénients :

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

Facile à utiliser

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.

Olark has been our trusted customer chat software for years.

Avantages :

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.

Inconvénients :

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.

Olark is a great tool to respond to customer enquiries

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

Avantages :

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.

Inconvénients :

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.

Review

Commentaires : Tried it on Trial, didn't like it, because can'tbe online all the time, because they don't have an app for mobile.

Avantages :

Live chat option and analik module. It's easy to use and mobile application works fine for me. I can be online all the time.

Inconvénients :

No phone app, so I can't be online always. Not good analys and didn't like the chat module. Cancelled after trial.

A best solution to chat with customers on live website

Commentaires : 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.

Avantages :

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.

Inconvénients :

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

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

Avantages :

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.

Inconvénients :

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

Excellent helpdesk solution.

Avantages :

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.

Inconvénients :

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?

Great Live Chat I have Used

Commentaires : Using Olark, really skyrockets our sales and we saw great ROI, we converted 80 percents of the visitor that comes to our site because we provide live support and answer to their questions real time.

Avantages :

Olark is a great and easy live chat software I have ever used. you can easily integrate olark if other CRM software Google analytics salesforce, MailChimp, etc.. for a customer to make the final decision on our product olark has been a great tool for us to chat with customer real time. The most amazing part that I love most is been able to track what people doing at the website, the page they currently visiting and this has been a great tool for us

Inconvénients :

excepts for downtime that we experienced in two or three occasions, everything is great

A good value for money tool

Avantages :

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.

Inconvénients :

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.

Easy to use and very open-ended

Commentaires : 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.

Avantages :

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.

Inconvénients :

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 quick and easy chat program to add to your website.

Commentaires : For an easy to use, easy to set up chat program Olark cannot be beat. It can help you understand whether chat will work for your business and what effort it will take to manage and maintain.

Avantages :

Easy to install and integrate with an ability to set times and behavior with the chat dialogue.

Inconvénients :

At the time it required using a third-party chat program on your local computer (e.g. Trillian). They now have a number of chat clients available.

Fantastic Service

Commentaires : I work for All Seasons Weddings and we decided to try Olark on our website so that we can better help our customers. It's turned out to be such an amazing and helpful tool! The features are super helpful too once you know how to use them. Like forwarding an ongoing conversation and pre-loading some of your basic responses. The customers also get to rate their conversation with you which helps you to improve where needed. The one thing that would be helpful for the users though would be an indicator so that we know if someone is already typing a response to an inquiry. Maybe a button that the operator can click on to indicate the chat is being taken care of so other operators aren't also typing a response just to get kicked out. Still a wonderful customer service tool that really comes in handy and is convenient for the customers! I haven't had to contact the customer support yet, but they are always eager to help in any way that they can, so I'm sure that when I do, I won't be disappointed.

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

Easy to use and get started with

Commentaires : 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.

Avantages :

Eease of use and integration.

Inconvénients :

Some stability issues and outages.

Use Olark on company website to live-chat with clients to answer questions, redirect them, etc.

Commentaires : Ability to chat directly with our website visitors in real-time, and help guide them through our site in order to hopefully complete a purchase. Helps make the site seem more user-friendly and transparent when users know there's a real human to chat with and answer their questions.

Avantages :

Very user friendly and easily customizable website live-chat feature. You can easily add your own branding/styling to the look of the chat, as well as customize the automatic replies and opening line. Rules also give you lots of ways you can fit Olark to your specific website or needs- i.e. we've setup different rules for visitors who reach different pages on the site, so we can help direct them to what they might be looking for there.

Inconvénients :

Wanted to use Olark on multiple sites owned by the same company, but was difficult to manage multiple accounts at the same time- costs more to add to each new site, and can't share the same settings. Would like to organize the past chats a little more.

Very easy to use, for both website visitors and employees alike.

Commentaires : Olark works very well for what it is. Besides the occasional outages, it works exactly as described. We love being able to chat with our customers, but sometimes it would be handy to be able to send a screenshot of what we’re looking at on our end. Otherwise, it works great.

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.

Olark is a simple yet very effective chat tool to use for any business

Commentaires : Olark increased our chat traffic on the website with more Sales converted

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

Great chat interface with an abundance of quality options

Avantages :

This chat software makes bridging that gap between customers and your company easy! I love that I can be assisting guests on the phone, and assisting a guest via chat simultaneously providing better customer service as a whole. I like that it keeps a full history of conversations and contact information for long periods of time. This is great for marketing and follow up.

Inconvénients :

I do wish there was a canned response that tells the customer "Agent" is away from her desk, please leave a message and a contact number and she will follow up shortly", as opposed to just saying there are no agents available and leaving customers in the dark.

Easy to use, just wish they were more reliable

Commentaires : I really enjoy using olark. It's one of the most streamlined and enjoyable chat experiences (for both customer and provider). I wish there were a few more features to customize the customer's interaction (required fields type things). The biggest problem is that our team has experienced a lot of downtime and it's very frustrating for your users when the chat doesn't work. Almost makes me want to turn off olark altogether sometimes.

Avantages :

Looks better than almost all other products (though I think it's falling behind and needs to update its appearance and UI to the customer)

Inconvénients :

Poor reliability

Easy to use

Avantages :

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.

Inconvénients :

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 customer support chat solution

Commentaires : Olark helps us to achieve better communication with our customers and to resolve smaller problems are users are experiencing almost instantly.

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.

Great for small businesses

Commentaires : Olark live chat is great for a small business who wants to interact with their customers through a Live Chat feature. For the money, you will not find a better service provider. The set-up is easy and you can be up and running in less than a day. We used a third-party app to work live chats on a mobile device so you can answer live chats on the go! My only major gripe is on their customer support. The reps typically force out web links for you to read about your problem. We had trouble using Chrome and never found a resolution other than using on IE. Overall a great product for a small business.

Avantages :

The ability to customize your live chat pop up box to match your website. Shortcuts saved many key strokes.

Inconvénients :

Tagging could be improved by forcing tags on each chat. Tagging shouldn't be free from text - you should select from a drop down or check box list.

Olark Makes Support Easy

Commentaires : Chat support is key to providing the best customer service possible. We find the ROI is well worth it as customers are happy they get answers in seconds with out having to send an email. The tracking and other customizations that olark exposes makes it easy to see what all of your customers are looking at and ensure they are seeing the correct pages.

Avantages :

Being able to get live analytics is key. You can see how many people are on your site and what they are looking at.

Inconvénients :

We have seen the software go down more than we like with no real explanation of why. While its up 99% of the time any down time during business hours is not good.

Great tool for customer service and sales

Commentaires : We relaunched our website in 2014 and included Olark. Ever since then, it has been tremendously helpful for both customer service inquiries and sales requests. The ability for our clients to access our representatives within two separate departments within a single chat box really brings the whole story together.

Avantages :

Ease of use, ability to transfer conversations

Inconvénients :

Transferring a conversation should give the next operator visibility into the original question.

Olark has increased our sales!

Commentaires : Thanks to the ease of use for both the customers and us as operators, our sales have increased significantly in the last 6 to 12 months. The new pricing plan was also a wonderful change and allowed us to add another operator. For us, Olark has been an amazing way to connect with our customers on a more personal level and make sales. Thank you Olark!

Avantages :

The customization features are not only nice, they are easy to implement and change at will.

Inconvénients :

While I think the keyboard shortcuts are great (and use them), I can see how some users may find it not so easy. So it's good this feature is optional.