Olark Live Customer Chat

Olark is one of the most well-known names in customer live chat solutions for websites. The company launched in 2009 and can now be found in over 150 countries serving thousands of businesses. Odds are you’ve already used their product when contacting your favorite store or business online for support.

Not only will offering live chat to your customers give them a better sense of trust and security, but it will most likely lead to increased sales when unsure customers are able to get the answers they need while they’re still interested in making a purchase.

To get a good understanding of exactly what Olark can offer your business, watch their video below:

Take a Look Inside

Olark Live Chat Dashboard

One of the things that sets this product apart from their competitors is their beautiful and simple interface. When you’re handling multiple conversations with impatient customers, the last thing you need is to get lost in the software that facilitates the chatting. Their dashboard gives you a complete overview of exactly who you’re talking to, everything you need to know about them, all of your current chats, and more, allowing you to be fast and efficient while you offer great customer service for your store.

Available Features

  • Live chat between your customer service agents and people currently browsing on your site.
  • Beautiful, easy to use software for both the front and back end.
  • Supports multiple operators and an unlimited amount of concurrent chats.
  • Set your chat status to either available or unavailable, and take messages when no one is available to respond to customers.
  • Optionally use popular instant-message clients like Adium to handle the chats.
  • Use “targeted chat” to only initiate chats with visitors after they’ve done a certain action, like add to their shopping cart, or visit a certain page.
  • Fully-customizable chat widget design to match your existing site.
  • Group your operators to allow customers to choose to contact support, sales, etc.
  • “Cobrowsing” allows you to see what your customers are looking at on your site and even control their mouse for them to offer incredible customer service.
  • Detailed analytics and reports of your customers behaviors.
  • See what’s in your customer’s carts in real-time with “Save the cart” (available with Shopify).
  • And more…

Platform Integration

To amplify the power and usefulness of Olark, they’ve integrated with many populate business applications that you may already be using. For those using Shopify to power your online store, you can easily integrate their chat widget in your store and even view your customer’s shopping cart contents in real-time. Other ecommerce integrations available are BigCommerce and Magento. The system also integrates with various help-desk and CRM (Customer relationship management) applications such as Highrise, Desk, Salesforce, SugarCRM, and ZenDesk which will allow you to view customer records while you’re chatting with a customer and off-load chat logs to store with their customer records.

Pricing Options

The packages start at $15 a month and scale up to $219. ranging from 1 to 15 chat operators. All packages contain all of their core features, but only the top two tiers contain their “Groups” features, where you can offer chat groups such as support or sales, and only the highest tier comes with phone support if you run in to a problem; which seems unlikely to us. There are some other small differences but this clearly just comes down to how many operators you’ll need to handle the incoming chats. You can upgrade or cancel your account at any time and each package comes with a free 14 day trial.

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