Product Overview of Olark
Olark is a comprehensive live chat solution designed to enhance customer engagement, support, and sales interactions on your website. Here’s a detailed look at what Olark does and its key features.
What Olark Does
Olark enables businesses to have real-time, personalized conversations with their customers, prospects, and employees directly on their website. It serves as an effective tool for customer support, order fulfillment, and sales conversations, making it an excellent alternative to traditional communication methods like Skype, Google Hangouts, and other chat platforms.
Key Features and Functionality
Chat Tools
- File Sharing: Allows users to send and receive various file types, including JPG, JPEG, PNG, GIF, PDF, and TXT files via the chatbox.
- Chat Transfers: Enables the reassignment of chats to ensure consistent service and efficient solutions.
- Visitor Details: Provides access to visitor information such as name, location, and more during chats.
- Chat Notifications: Offers desktop notifications for new chat messages to keep agents informed.
Chat Analytics
- Chat Volume: Monitors chat volume to help identify the busiest times and staff accordingly.
- Chat Tagging: Allows adding custom tags to chats for easier sorting and analysis.
- Visitor History: Enables reviewing prior interactions with visitors from within the chat console.
- Real-Time Reporting: Provides detailed, real-time reports on chat volume, customer satisfaction, and agent activity.
Automation
- Automatic Greeter: Automatically greets visitors with a chat message.
- Automation Rules: Allows setting rules to filter chats, tag customers, notify operators, and start conversations automatically.
- Targeted Chat: Automates messages and chatbox behavior based on visitor details.
Customization
- Custom Logo and Theme: Enables attaching a company logo and customizing the chatbox colors, shape, and more to match your brand.
- Language Selection: Supports multiple languages and right-to-left languages.
- Unlimited Domains: Allows adding the chatbox to multiple websites or subdomains.
Security
- GDPR Consent: Includes pre-chat visitor consent options.
- Data Encryption: Stores all data with AES symmetric encryption.
- Data Redaction: Automatically redacts visitor data from transcripts.
- Troll Block: IP Ban: Hides the chatbox from specified IP addresses and blocks trolls.
Integrations
- Multiple Integrations: Olark integrates with a wide range of tools including Slack, Hubspot, Magento, Zendesk, Webhooks, Helpscout, Mailchimp, WordPress, Salesforce, and BigCommerce.
PowerUps (Add-On Services)
- Cobrowsing: Allows viewing, annotating, and controlling the visitor’s screen ($99/month).
- Non-Branded Chat Box: Removes ‘Powered by Olark’ branding from the chatbox ($59/month).
- Live Chat Translation: Automatically translates messages in over 100 languages ($29/month).
- Visitor Insights: Collects visitor data from public websites, social profiles, or business websites and social profiles (various pricing).
Additional Features
- Offline Contact Form: Offers a custom contact form when the chat is offline.
- Visitor Page Tracking: Tracks the URL of visitors as they move through your site.
- Custom Chatbox Forms: Allows collecting information from visitors before a chat begins using custom forms.
- Agent Groups and Shortcuts: Facilitates managing larger chat teams and using canned responses for quick, consistent replies.
Benefits
- Real-Time Engagement: Enables immediate conversations with website visitors, enhancing lead generation, sales, and customer satisfaction.
- Multi-Lingual Support: Supports multiple languages, including real-time translation services.
- Comprehensive Security: Ensures data security through encryption, GDPR compliance, and IP banning.
- Customization and Automation: Offers extensive customization and automation options to tailor the chat experience to your business needs.
Olark is a versatile and user-friendly live chat solution that can be integrated seamlessly into various business workflows, making it an ideal choice for businesses of all sizes looking to enhance their customer engagement and support capabilities.