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10 Best
Live Chat Software
of 2024

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Olark Live Chat Software Review


ConsumersAdvocate.org Rating: 4.5 / 5 (Excellent)
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Olark is a live chat platform that was founded in 2009 and funded with the help of Y Combinator. The company now provides services to over 12,000 businesses around the globe. Headquartered in Michigan, the Olark has offices in California and on two other continents.
 
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How is Olark rated?

Breakdown

4.5/5
Cost
4.5/5
Features
4.5/5
Support

Overall Rating: 4.5 / 5 (Excellent)

Olark provides a solid live chat experience at an inexpensive price. The company excels in the area of reporting, as well as integration with other 3rd party apps that many offices will no doubt already have in use. Olark lacks many of the advanced AI and digital chat channels currently being offered by more advanced services. However, the company does not present itself as such, and remains a great and cheap option for those organizations focusing on live chat interaction between actual agents and customers.

Olark Chat/Messaging Channels

Cost - 4.5 / 5

Olark cannot conduct chat over some of the digital channels other live chat services we evaluate can. However, Olark has more than ample opportunity to integrate with the software a company's sales, marketing, and support teams are already accustomed to. These include MailChimp, Google Analytics, WordPress, Shopify, and Webhooks. Olark really shines with its CRM and help desk integrations, though. The platform can work with Groove, HubSpot, SalesForce, Zendesk, and a host of others.
Platforms
Desktop
Mobile

Olark AI and Bot Capabilities

Features - 4.5 / 5

Olark's platform is more geared toward human interactions. Although the service uses automatic responses for basic questions, this is only to gauge the initial exchange in order to route the customer to the appropriate live agent.
Chatbot Enabled
Yes
Simple AI Features
Customer Routing
After HoursResponse

Olark Reporting

Support - 4.5 / 5

Olark provides a solid array of reporting features, including chat volume, how many chats a given agent can handle at once, and customer feedback regarding their experience. Importantly, Olark's reporting is in real time so administrators can get up to the minute details on their service rather than having to wait a day until the reports refresh.

Reporting Features

  • Number of Conversations
  • Conversation Lengths
  • Agent Performance Details
  • Customer Satisfaction with Interaction

Olark Security

Security - 4.5 / 5

Olark's security features are not as robust when compared to some of the other entities we evaluate. The company does offer different levels of administration access, both allowing the agent to chat with customers. Thee Admin level is limited to one account and allows a Primary Operator to add and remove agents, adjust account settings, and delete accounts. Furthermore, Olark has SSL standard on all plans, and users can login with Google Apps. All transcripts are encrypted when saved.
Security Features
256bit SSL Protocol
Access Restriction

Olark Pricing

Pricing - 4 / 5

Olark only has one plan and the per agent per month charge changes depending on the contract length. Billed monthly, Olark costs $17, yearly it is $15 per month, and for a 2-year plan it will be $12 a month. Olark's plans are definitely on the more inexpensive side compared to other live chat services we feature. But this is to be expected as the platform does not have some of the more robust features.
Pricing Model
By User

Company Profile

Full Name
Olark Live Chat Software
Company Website
https://www.olark.com
Headquarters
205 ½ N Main St., Ann Arbor, MI, 48104

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Top Rated
Our Partner
  • Functions across SMS, Facebook Messenger, WhatsApp, Apple Business Chat, WeChat, Line, customers' websites and mobile apps
  • Advanced analytics to benchmark, monitor, and optimize critical KPIs in real time.
  • Intuitive point and click interface speeds development of AI-powered bots
  • AI-engine features advanced natural language understanding
  • Unique expertise based on 20 years bot development and optimization experience
  • 18,000 businesses served to date
  • Innovative NLU engine detects consumer intent, identifies conversations to automate, and helps inform business decisions.
  • Cloud-based workspace to manage agents, bots, and conversations via desktop, iOS, and Android devices.
  • Integrates with customers' CRMs, data and inventory management, scheduling, and other key systems

 

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