Olark Overview
Olark is a comprehensive live chat software designed to enhance customer interactions and streamline support services for businesses. Here’s a detailed overview of what Olark does and its key features:
What Olark Does
Olark enables businesses to engage in real-time chat conversations with their customers, providing an interactive and immediate way to address queries, offer support, and enhance the overall customer experience. It integrates seamlessly into websites, allowing businesses to manage chats, collect insights, and automate various aspects of customer support.
Key Features
Chat Tools
- File Sharing: Allows sending and receiving files such as JPG, JPEG, PNG, GIF, PDF, and TXT through the chatbox.
- Chat Transfers: Enables the reassignment of chats to ensure consistent service and efficient solutions.
- Visitor Details: Provides access to visitor information, including name and location, during chats.
- Chat Notifications: Sends desktop notifications for new chat messages.
- Visitor Page Tracking: Tracks the URL of visitors as they navigate through the site.
Chat Analytics
- Chat Volume: Monitors chat volume to identify busy times and staff accordingly.
- Chat Tagging: Allows adding custom tags to chats for sorting and analysis.
- Visitor History: Reviews prior interactions with visitors from within the chat console.
Automation
- Automation Rules: Enables rules to filter chats, tag customers, notify operators, and start conversations automatically.
- Pre-chat Survey: Configures pre-chat questions to gather visitor information before the chat begins.
- Automatic Greeter: Greets visitors with automated chat messages.
Customization
- API: Controls the chatbox appearance and behavior through Olark’s JavaScript API.
- Custom Logo and Theme: Allows attaching a company logo and customizing the chatbox colors, shape, and more to match the brand.
- Language Selection: Supports multiple languages and right-to-left languages.
Security
- GDPR Consent: Includes pre-chat visitor consent options.
- Data Encryption: Stores all Olark data with AES symmetric encryption.
- Troll Block: IP Ban: Hides the chatbox from specified IP addresses and blocks trolls.
Integrations
Olark integrates with various platforms, including Slack, Hubspot, Magento, Zendesk, Webhooks, Helpscout, Mailchimp, WordPress, Salesforce, and BigCommerce.
PowerUps
These are additional features available for a monthly subscription:
- Cobrowsing: Allows viewing, annotating, and controlling the visitor’s screen.
- Live Chat Translation: Automatically translates messages in over 100 languages.
- Visitor Insights: Collects visitor data from public websites and social profiles.
- Non-Branded Chatbox: Removes the ‘Powered by Olark’ branding from the chatbox.
Additional Functionality
- Offline Contact Form: Offers a custom contact form when the chat is offline.
- Chatbot Integration: The Pro plan includes an AI chat widget that can answer routine questions and route conversations to live agents.
- Operator Profiles: Allows uploading operator profile pictures or avatars.
Overall, Olark is a robust live chat solution that enhances customer engagement, automates support processes, and provides valuable insights to improve business operations.