Olarkのレビュー

Helped up convert bigger customers and expand customer service

製品を使ってみた感想： The team had been using Olark for support before I joined and had it available for everyone looking at the website.
When I joined I did some analysis to see if it was worth keeping Olark running on the front-end of the website where non-customers could use it. Or could we save money and resources and just make the support available to customers after they logged in.
I was very nicely surprised to find that leaving it on the front of the website resulted in us converting customers x3 times the average size. I guess they liked to check us out and make sure there were real people there to talk to if any issues. The end numbers were that for every hour a support person was answering questions on the site we were earning a little over $100 in return.
These numbers resulted in us actually expanding the customer success team to make sure all time zones were covered.

良いポイント:

Easy to set up and run with a distributed support team across the world.

改善してほしい点:

No real downsides. The software worked exactly as advertised.

Olark is a great tool to respond to customer enquiries

製品を使ってみた感想： Overall, it's okay but there's a lot of room for improvement.

良いポイント:

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.

改善してほしい点:

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.

Decent value but performance somewhat lacking

製品を使ってみた感想： When Olark is functioning correctly, it's a decent tool. The service is affordable, and this has been the largest draw. Our organization uses it as an integrated chat support option and it has helped take our support to a higher level. Some issues arise however when our users contact our other support channels and report "not getting a response" which we determined to result from our rep's not receiving the text, simply open chats with no content. We have no way to determine when this is happening or why but it comes and goes sporadically. When the transcripts are later sent to our email inbox (another of their useful features) we see the conversation, but by then it's too late and our customers are already frustrated. We've kept it for over 2 years because we've built a lot of our other functionality around it, however the problems (such as not having accurate visibility of when other reps are online as another example) have continued and we will likely be seeking an alternative option.

良いポイント:

Easy to use Through metrics and reporting Easily integrated with other ticketing and metrics tracking programs

改善してほしい点:

Unable to post images (from the chat rep side) Performance/ functionality somewhat inconsistent Limited ability to create personalized macros Agent visibility (knowing when teammates are online) often unreliable/ not functional

Olark has been our trusted customer chat software for years.

良いポイント:

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.

改善してほしい点:

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.

A best solution to chat with customers on live website

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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

製品を使ってみた感想： Very easy to use. Great visibility to customer experience with your business.

良いポイント:

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.

改善してほしい点:

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

Easy to use and very open-ended

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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 good value for money tool

良いポイント:

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.

改善してほしい点:

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.

Excellent helpdesk solution.

良いポイント:

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.

改善してほしい点:

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?

A quick and easy chat program to add to your website.

製品を使ってみた感想： 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.

良いポイント:

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

改善してほしい点:

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.

Good functionality for website chat

製品を使ってみた感想： Olark had nice functionality for communicating with live chat with website users. We used the product within a team of sales reps through rotation and it was fairly easy to use and it did the job we needed it to.

良いポイント:

Olark was an easy-to-use platform that integrated with website chat with a former company. Chats came through in real-time and there were no specific disruptions and it did the job we needed it to connect with website visitors.

改善してほしい点:

Was sometimes difficult to manage chats by conversation in the dashboard. This was a few years ago so product improvements may have already happened.

One of the easiest tools to connect with customers

製品を使ってみた感想： I love that you connect and the UI is uncluttered. As you wait for chats, Olark welcomes you with a positive message. Then as you get the chats, it is very easy to use. It took me and my peers a couple of minutes to learn how to use it. Our customers love to chat and they also love how easy it is to get in touch.

良いポイント:

It's simple, easy to use and allows you to store frequently used responses to speed up communication.

改善してほしい点:

Visitors can send you files but you can't send files back to visitors. It is a bit difficult because if you want to send a PDF or a screenshot, you have to e-mail it or have it stored on a Web server and give the visitor a URL.

A customization chat function for e-commerce

製品を使ってみた感想： A simple way to add live chat and messaging to any e-commerce website

良いポイント:

A lightweight async chat client that does not slow down your website load times, the UI can be customized to match your brand. Many plans and features including team management, transcripts, visitor page and cart tracking.

改善してほしい点:

For our free legacy installation the visitor page and geolocation tracking is no longer working, not sure the reason.

We love Olark

製品を使ってみた感想： Great! We love it

良いポイント:

We use Olark for our online chat software. We love the ease of use especially the short cuts. We have experienced no downtime with the software and our clients love that they can chat in if they have a quick question versus calling or emailing us!

改善してほしい点:

There are no cons to speak of for Olark software.

Love this tool!

良いポイント:

Amazing, responsive customer support. Stats are helpful and easy to follow. Ability to manage and monitor employees is top notch.

改善してほしい点:

My company uses iMessage via Olark. Love the integration and ease of use, but inability to upload attachments to send to customers is frustrating.

Keep connected with your clients

製品を使ってみた感想： I set up Olark for a web page where the user was an adult from 50 to 60 years old. With Olark we managed to help many people to understand the page and the possibilities.

良いポイント:

With Olark you can be connected with your potential customers in a simple way. You can know what part of the web they are visiting, their operating system, their browser and even share a screen to help in a direct way. You can also configure different questions / answers for different pages. It is very useful! In addition, it is very easy to configure!

改善してほしい点:

The design system is limited and often does not adapt to the needs of the website.

Easy to use and get started with

製品を使ってみた感想： 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.

良いポイント:

Eease of use and integration.

改善してほしい点:

Some stability issues and outages.

Easy to set up, great live chat solution that makes customer engagement a breeze

製品を使ってみた感想： Using O'Lark we've been able to streamline our customer service and increase user retention and lead conversions have also increased.

良いポイント:

It's super easy to implement and customize. We were able to enhance our customer service and increase engagement quickly & easily. The added bonus of creating our knowledge base directly from the platform based on website visitor chats is a huge help.

改善してほしい点:

Wasn't much not to like. There could be more customization options as far as font and colors, and the custom attention grabbers could be easier to implement

Great Service!

製品を使ってみた感想： We've been with Olark a long time - pretty much since the beginning. The services has always been great. Thank you for all you do!

良いポイント:

We love the new hummingbird feature!

改善してほしい点:

More control on features would be awesome.

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

製品を使ってみた感想： 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.

良いポイント:

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.

改善してほしい点:

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.

We love Olark

製品を使ってみた感想： Olark makes it super easy for customers to interact quickly and efficiently with our staff.

良いポイント:

This program is so easy to use that everyone in our office has taken a turn! We love that it can be a subtle, yet helpful, add on to our website. We also like seeing who is on our site and being able to recall past chats. The price point is also very affordable.

改善してほしい点:

Probably the most frustrating part is that we had a few times when the alarm noise just shut itself off and we missed a few chats before we realized what happened and turned the alert sound back on.

Great, easy to use service

製品を使ってみた感想： This is a very easy turn-key solution to customer website chat. Our agents find the software very easy to use. Our customer really love the chat and ask us anything about our products and services, and often even place orders with our agents. Olark has been an invaluable addition to our customer service philosophy. Some things I wish Olark had the ability to do: 1. Block a user from entering a credit card number (yes, it happens) or custom RegEx matches, 2. allow customers to chat with us via SMS on their phones (our agents would chat in the same chat window that they currently do), and 3. have an Olark Android app so our agents can chat with customers after hours if needed (yes, we would pay them :-). Over all the experience has been very positive. Olark's customer service is caring and responsive. I would recommend trying Olark (really it's easy to implement or turn off). You've got nothing to lose, really. You can customize almost everything about it from the user's point of view.

良いポイント:

VERY easy to implement and customize. Great use experience.

改善してほしい点:

Can't think of anything right now.

Good features, but poor reliability

良いポイント:

We wanted to offer our software customers a channel for support and Olark seemed like a good choice. The interface is easy to navigate, and they have done a good job of thinking through the experience, like being able to customize and "away" message and the confirmation message. It is also very easy to implement with just a couple lines of code.

改善してほしい点:

The biggest problem with Olark is its reliability. We are currently in the process of switching away from it because we would be online, ready to chat, and customers would tell us that on their end it wasn't showing up. There were multiple planned and unplanned outages, and it cost us some good will with our customers.

Happy costumers

製品を使ってみた感想： All is perfect

良いポイント:

This application is the best option to give answers immediately

改善してほしい点:

Can put more options for give múltiples answers

Used Olark on multiple sites I own and met the founders of Olark in person in Toronto.

良いポイント:

What I like most about Olark are the customization of the widgets, WordPress and G Chat integration, and customer support. Was also awesome to meet the founders of Olark in person years ago.

改善してほしい点:

What I like least about this software is the somewhat complicated WordPress integration process. Love that Olark integrated with WordPress and just think the Olark WordPress plugin can be improved. Would be excellent if integration was easier and more features were available within the WP plugin.