Customer engagement is crucial for businesses looking to build strong relationships, enhance customer satisfaction, and drive conversions. Olark is a popular live chat software that aims to help businesses connect with their customers in real time. But does it truly improve customer engagement?
In this comprehensive review, we’ll explore Olark’s features, pricing, pros and cons, competitor comparisons, and ratings to determine whether it is the right live chat platform for your business.
What is Olark?
Olark is a cloud-based live chat platform designed for businesses to interact with website visitors, answer questions, and provide instant support. The tool is widely used by e-commerce businesses, SaaS companies, and customer service teams to improve user experience and boost conversions.
Key Benefits of Olark
- Real-time live chat – Engage with customers instantly
- Customizable chat widgets – Personalize the chat experience to match your brand
- Automated messaging – Use chatbots and automation to handle routine inquiries
- Visitor insights & analytics – Gain insights into customer behavior and interactions
- CRM & third-party integrations – Connect with tools like HubSpot, Salesforce, and Slack
- Offline messaging – Capture leads even when agents are not online
- Mobile-friendly chat – Chat with customers on the go
Features of Olark
Olark provides a variety of features to help businesses improve customer communication and engagement.
| Feature | Description |
|---|---|
| Live Chat | Engage in real-time conversations with customers |
| Automation & Chatbots | Automate responses to frequently asked questions |
| Visitor Tracking & Insights | Monitor visitor activity on your website |
| Customizable Chatbox | Modify chat widget design to align with branding |
| Pre-Chat Forms | Gather visitor information before starting a chat |
| CRM Integration | Sync customer interactions with Salesforce, HubSpot, etc. |
| Analytics & Reporting | Track chat performance and customer engagement |
| Offline Messaging | Collect messages when agents are unavailable |
| Team Collaboration Tools | Transfer chats between agents for better resolution |
| Mobile Compatibility | Support customers via mobile-friendly chat options |
Pricing Plans
Olark offers simple pricing with flexible options.
| Plan | Features | Pricing |
|---|---|---|
| Basic | Unlimited chat history, real-time reporting, automation | $29/agent/month |
| Pro | Advanced integrations, visitor insights, priority support | Custom Pricing |
| Enterprise | API access, security compliance, dedicated account manager | Custom Pricing |
Olark provides a 14-day free trial for businesses to test its features before committing.
Olark vs. Competitors
Olark vs. LiveChat
| Feature | Olark | LiveChat |
|---|---|---|
| Live Chat Support | ✅ Yes | ✅ Yes |
| Automation & Chatbots | ✅ Yes | ✅ Yes |
| CRM Integration | ✅ Yes | ✅ Yes |
| Customization Options | ✅ High | ✅ High |
| Pricing | ✅ More affordable | ❌ More expensive |
Olark vs. Zendesk Chat
| Feature | Olark | Zendesk Chat |
|---|---|---|
| Chat & Ticketing System | ✅ Yes | ✅ Yes |
| AI-Powered Chatbot | ❌ No | ✅ Yes |
| Customization Options | ✅ High | ✅ Moderate |
| Advanced Analytics | ✅ Yes | ✅ Yes |
| Pricing | ✅ Affordable | ❌ Higher Pricing |
Olark vs. Tidio
| Feature | Olark | Tidio |
|---|---|---|
| AI Chatbot | ❌ No | ✅ Yes |
| Live Chat Support | ✅ Yes | ✅ Yes |
| CRM Integrations | ✅ Yes | ✅ Yes |
| Lead Generation | ✅ Yes | ❌ Limited |
| Pricing | ✅ More affordable | ❌ Higher for premium features |
Pros and Cons of Olark
Pros
✅ User-friendly interface with quick setup ✅ Affordable pricing compared to competitors ✅ Customizable chatbox to match brand identity ✅ Integrates with major CRM and helpdesk tools ✅ Strong visitor tracking and reporting features ✅ Mobile-friendly and responsive design ✅ 14-day free trial available
Cons
❌ Lacks advanced AI chatbot capabilities ❌ No built-in ticketing system ❌ Limited automation compared to competitors ❌ Pro and Enterprise plans require custom pricing
Rating Breakdown
| Category | Rating |
|---|---|
| Ease of Use | ⭐⭐⭐⭐⭐ (5/5) |
| Features | ⭐⭐⭐⭐☆ (4.5/5) |
| Customization & Branding | ⭐⭐⭐⭐⭐ (5/5) |
| Multi-Channel Support | ⭐⭐⭐⭐☆ (4/5) |
| Automation & AI | ⭐⭐⭐☆☆ (3.5/5) |
| Pricing | ⭐⭐⭐⭐⭐ (5/5) |
| Customer Support | ⭐⭐⭐⭐☆ (4.5/5) |
| Overall | ⭐⭐⭐⭐☆ (4.6/5) |
Who Should Use Olark?
Olark is ideal for:
- Small & Medium-Sized Businesses – Affordable and easy-to-use live chat solution
- E-commerce Stores – Provides real-time support to online shoppers
- Customer Support Teams – Enhances customer interaction and problem resolution
- B2B & SaaS Companies – Improves lead generation and engagement
Who Might Not Benefit?
- Businesses Looking for Advanced AI Chatbots – Other tools like Drift or Tidio offer better AI automation
- Companies Needing a Ticketing System – Zendesk Chat or Freshdesk may be a better fit
Final Verdict: Is Olark Worth It?
Olark is a solid, feature-rich live chat tool that excels in real-time engagement, customization, and CRM integration. While it may lack advanced AI chatbots, it delivers strong value with an easy-to-use interface and cost-effective pricing.
If you need a scalable, user-friendly live chat solution with great customization options and visitor tracking, Olark is a great choice.
Final Score: ⭐⭐⭐⭐☆ (4.6/5)
Ready to enhance customer engagement? Try Olark for Free
Have you used Olark? Share your experiences in the comments below!