avatar Olark Review

Olark offers robust live chat software with real-time visitor monitoring and customization options. Strengths include user-friendly interface and integrations. Areas for improvement include mobile app functionality and advanced reporting features.

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What we love:

Ticket Management

Basic ticketing functionality, but lacks advanced features like custom fields and automated ticket creation.

7/10

Knowledge Base Management

Offers basic knowledge base capabilities, but limited customization options and search functionality.

6/10

Automated Workflow and Routing

Basic routing options available, but lacks advanced automation features for complex workflows.

6/10

Knowledge Base Management Review

We found Olark's Knowledge Base Management to be a useful tool for organizing and sharing information within our team. The interface is intuitive, allowing us to easily create, edit, and categorize articles. We appreciate the search functionality, which helps our agents quickly find relevant information during customer interactions.

The ability to create different access levels for various team members is a nice feature, ensuring that sensitive information remains secure. We also like the option to link knowledge base articles directly in chat conversations, streamlining the support process.

However, we noticed that the formatting options for articles are somewhat limited, and we'd appreciate more customization capabilities. Additionally, the analytics for tracking article usage could be more comprehensive.

Overall, Olark's Knowledge Base Management is a solid solution for maintaining and distributing internal information, though there's room for improvement in some areas.

Reporting and Analytics Review

We found Olark's Reporting and Analytics features to be robust and insightful. The real-time dashboard provides a quick overview of key metrics, allowing us to monitor our team's performance at a glance. We appreciate the ability to generate custom reports, which helps us focus on specific KPIs relevant to our business.

The chat transcript search functionality is particularly useful, enabling us to quickly locate and review past conversations. We also value the integration with Google Analytics, as it allows us to track visitor behavior and chat engagement in a familiar interface.

While the reporting tools are comprehensive, we did find the learning curve to be slightly steep. However, once mastered, these features significantly enhanced our ability to make data-driven decisions. Overall, Olark's Reporting and Analytics capabilities have proven to be a valuable asset in optimizing our customer service operations.

Ticket Management Review

We found Olark's Ticket Management functionality to be robust and user-friendly. The system efficiently organizes customer inquiries, allowing our team to prioritize and respond promptly. We appreciate the ability to assign tickets to specific team members, which streamlines our workflow and ensures accountability.

The tagging feature is particularly useful, helping us categorize and track issues effectively. We also value the integration with our existing CRM, which provides a comprehensive view of customer interactions.

However, we noticed that the search function could be more intuitive for locating specific tickets quickly. Additionally, we'd like to see more customization options for ticket statuses.

Overall, Olark's Ticket Management has significantly improved our customer support process. It's a solid tool that has enhanced our team's efficiency and responsiveness, though there's still room for minor improvements.

Customer Communication Review

We've been using Olark's Customer Communication functionality for our e-commerce site, and we're impressed with its performance. The live chat feature is intuitive and easy to set up, allowing our team to engage with customers in real-time. We appreciate the ability to customize chat windows to match our brand aesthetic.

The automated chat routing system efficiently directs inquiries to the right department, saving time and improving response rates. We find the chat transcripts and analytics particularly useful for identifying common issues and improving our customer service.

However, we've noticed occasional lag during peak hours, which can be frustrating for both our team and customers. The mobile app could also use some improvements in terms of user interface.

Overall, Olark's Customer Communication functionality has significantly enhanced our customer support capabilities, despite minor drawbacks. It's a solid choice for businesses looking to streamline their customer interactions.

Automated Workflow and Routing Review

We recently implemented Olark's Automated Workflow and Routing functionality in our customer service department. It has significantly improved our efficiency and response times. The system intelligently distributes incoming chats to the most appropriate agents based on skills and availability.

We appreciate how easily we can set up custom rules and triggers to streamline our workflow. The automatic tagging feature helps us categorize and prioritize conversations effortlessly. Additionally, the ability to route chats to specific departments or individuals ensures that customers always reach the right expert.

While the system works well overall, we did experience a slight learning curve during initial setup. However, Olark's support team was helpful in guiding us through the process. We've noticed a marked improvement in customer satisfaction since implementing this feature, as queries are now resolved more quickly and accurately.

Basics

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Ticket Management
create, assign, and track customer support tickets
Knowledge Base
centralized repository of support articles and FAQs
Multi-Channel Support
manage tickets from email, chat, phone, and social media
SLA Management
set and monitor service level agreements
Reporting and Analytics
generate insights on support performance and trends
Customer Portal
self-service area for customers to submit and track tickets

Advanced

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Automation Rules
automate ticket routing, responses, and escalations
AI-Powered Chatbot
provide automated responses to common queries
Sentiment Analysis
analyze customer emotions in support interactions
Predictive Support
anticipate customer issues before they occur
Customizable Workflows
create tailored support processes for different scenarios
Asset Management
track customer-related assets and their support history

Support

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Phone Support
provide customer support via phone
Email Support
offer customer support through email
Chat Support
provide real-time support via chat
24/7 Support
offer round-the-clock customer assistance
User Roles and Permissions
manage access levels for different users
Onboarding and Training
provide resources to help users learn the system

Technical

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API Support
allow integration with other software via api
Third-party Integrations
connect with CRM, project management, and other tools
Single Sign-On
enable access through existing authentication systems
Customization Options
tailor the helpdesk interface and functionality
Data Export
export helpdesk data for external analysis
Documentation and Knowledge Base
provide comprehensive guides and resources

Best for company size?

Small Business 8/10
Mid-sized Business 7/10
Large business 5/10

Industry Focus

E-commerce 9/10
SaaS 8/10
Education 7/10
Financial Services 6/10
Healthcare 5/10