Olark Review: Features, Pricing & More

Customizable Chatboxes

Olark’s chatboxes are highly customizable to match your brand’s aesthetics and user experience goals. You can adjust the colors, shapes, and positions of the chatbox to seamlessly blend with your website’s design. Personalize the chatbox with custom greetings and avatars to create a welcoming environment for visitors. The flexibility allows you to update the look and feel of the chatbox as your brand evolves.

AI-Powered Chatbots

Enhance efficiency and automation with Olark’s AI chatbots. These intelligent bots handle routine inquiries, qualify leads, and capture essential visitor information before passing more complex queries to human agents. The chatbots can be tailored to fit your specific workflows, ensuring they address common questions and tasks effectively. This automation helps streamline customer interactions and frees up your team for higher-value tasks.

Real-Time Analytics

Gain immediate insights into your chat operations with Olark’s real-time analytics. Track chat volume, agent performance, and customer satisfaction to make data-driven decisions. Analyze peak chat times to optimize staffing schedules and monitor agent activity to ensure high-quality service. These analytics help you identify trends, measure performance, and make informed adjustments to improve overall efficiency.

Visitor Insights

Olark provides valuable visitor insights by collecting data from public social profiles and company websites. This feature allows you to score leads, prioritize chats based on visitor data, and personalize your sales and service strategies. By understanding visitor needs and preferences, you can tailor your approach to better engage potential customers and improve conversion rates.

Live Chat Translation

Break down language barriers with Olark’s live chat translation feature. Automatic language detection and real-time translation enable you to communicate with customers from around the globe. This functionality ensures that your team can engage with international visitors effectively, expanding your reach and enhancing global customer support.

Pre-Chat Surveys

Optimize the chat experience with pre-chat surveys that collect essential visitor information before the conversation begins. Custom forms allow you to ask for details such as name, location, and specific needs, helping you provide a more personalized and efficient service. By gathering information upfront, you can better prepare for the interaction and address visitor needs more effectively.

PowerUps

Enhance your chat capabilities with Olark’s PowerUps, which offers specialized features to boost sales, support, and growth. Key PowerUps include:

• Visitor Cobrowsing: See your visitor’s screen to provide real-time, personalized assistance.
• Visitor Insights: Access detailed data to improve lead scoring and prioritize chats.
• Non-Branded Chatbox: Remove the “Powered By Olark” branding to keep the focus on your company.

Accessibility Features

Olark’s chat system is designed to be inclusive and accessible, meeting ADA compliance and exceeding WCAG 2.1 AA standards. Key accessibility features include:

• Keyboard Navigation: Ensure users can navigate and interact with the chatbox using only a keyboard.
• Screen Reader Compatibility: Support for screen readers like VoiceOver, JAWS, and NVDA to assist visually impaired users.
• Large Text Support: Compatibility with screen magnifiers and browser zoom settings to accommodate users with low vision.

Efficient Chat Management

Manage your live chat team effectively with Olark’s robust management tools:

• Real-Time Agent Activity Reports: Monitor individual agent performance and make staffing decisions based on real-time data.
• Chat Limits: Set limits on the number of active chats per agent to prevent overload and maintain service quality.
• Chat Routing: Choose between round-robin or all-agent routing to ensure efficient distribution of chats.
• Canned Responses: Save and quickly use common replies, reducing typing time and ensuring consistent messaging.

Detailed Chat Transcripts

Access comprehensive chat transcripts to gain a deeper understanding of customer interactions. Features include:

• Full Conversation Records: View complete chat histories, including visitor details and chat ratings.
• Advanced Filtering: Search and filter transcripts by keywords, tags, or date ranges to find specific information or trends.
• Transcript Archiving: Save and review transcripts for ongoing analysis and follow-up, helping you track customer feedback and improve service.