Product Overview of Olark
Olark is a comprehensive live chat solution designed to enhance customer engagement, streamline support operations, and drive business growth through real-time interactions. Here’s a detailed look at what Olark does and its key features.
What Olark Does
Olark enables businesses to engage with their customers in real-time, providing a platform for live chat conversations that can be integrated seamlessly into websites. This tool is particularly beneficial for sales, marketing, and customer support teams, allowing them to respond promptly to customer inquiries, offer personalized support, and gather valuable insights from customer interactions.
Key Features
Chat Tools
- File Sharing: Users can send and receive various file types, including JPG, JPEG, PNG, GIF, PDF, and TXT files via the chatbox.
- Chat Transfers: Chats can be reassigned to ensure consistent service and efficient solutions.
- Visitor Details: Agents can view visitor information such as name, location, and more during chats.
- Chat Notifications: Desktop notifications alert agents to new chat messages.
Chat Analytics
- Chat Volume: Monitor chat volume to identify busiest times and staff accordingly.
- Chat Tagging: Add custom tags to chats for easier sorting and analysis.
- Visitor History: Review prior interactions with visitors from within the chat console.
- Real-Time Reporting: Detailed live chat reports update in real-time, helping with staffing and prioritization decisions.
Automation
- Automation Rules: Configure rules to filter chats, tag customers, notify operators, and start conversations automatically.
- Automatic Greeter: Greet visitors with automated chat messages based on their behavior or page visits.
- Chatbots: The Pro plan includes custom-built chatbot automation tailored to business goals, handling routine inquiries and routing conversations to live agents.
Customization
- Customizable Chatbox: Customize the chatbox appearance, including colors, shape, and adding your company logo to match your brand.
- Language Selection: Set the chatbox and console to your preferred language, with support for right-to-left languages.
- Custom Forms: Collect information from visitors before a chat begins using custom forms built with a drag-and-drop editor.
Security
- Data Encryption: All Olark data is stored with AES symmetric encryption.
- GDPR Consent: Add pre-chat visitor consent options to the chatbox.
- Data Redaction: Automatically redact visitor data from transcripts.
- Troll Block: Hide the chatbox from specified IP addresses and block trolls.
Integrations
Olark integrates with a wide range of platforms, including Slack, Hubspot, Magento, Zendesk, Webhooks, Helpscout, Mailchimp, WordPress, Salesforce, and BigCommerce.
PowerUps
- Cobrowsing: View, annotate, and control a visitor’s screen ($99/month).
- Non-branded Chat Box: Remove ‘Powered by Olark’ branding from the chatbox ($59/month).
- Live Chat Translation: Automatically translate messages in 100 languages ($29/month).
- Visitor Insights: Collect visitor data from public websites, social profiles, or business websites and social profiles (various pricing).
Additional Functionality
- Visitor Page Tracking: Track the URL of visitors as they move through your site.
- Offline Contact Form: Offer a custom contact form when the chat is offline.
- Agent Groups: Organize agents into groups for better management.
- Real-Time Messaging & Canned Responses: Use pre-written responses for FAQs and live agent responses.
- Priority Support: Same business day response time for all support requests on the Pro plan.
Olark’s robust set of features and integrations makes it an invaluable tool for businesses aiming to enhance customer engagement, streamline support operations, and drive growth through effective real-time communication.