Overview of Olark
Olark is a comprehensive live chat platform designed to enhance customer engagement, streamline communication, and provide valuable insights for businesses. Here’s a detailed look at what Olark does and its key features.
What Olark Does
Olark enables businesses to have real-time chat conversations with their customers and internal teams, facilitating immediate support, feedback, and coordination. It integrates seamlessly into websites, allowing companies to greet visitors, answer queries, and provide 24/7 customer support through various automated and manual channels.
Key Features
Chat Tools
- File Sharing: Users can send and receive files such as JPG, JPEG, PNG, GIF, PDF, and TXT through the chatbox.
- Chat Transfers: Chats can be reassigned to ensure consistent service and efficient solutions.
- Visitor Details: View visitor information, including name and location, during chats.
- Chat Notifications: Receive desktop notifications for new chat messages.
Chat Analytics
- Chat Volume: Monitor chat volume to identify the busiest times and adjust staffing accordingly.
- Chat Tagging: Add custom tags to chats for sorting and analysis.
- Visitor History: Review prior interactions with visitors from within the chat console.
- Emailed Reports: Receive regular reports on chat activities.
Automation
- Automatic Greeter: Greet visitors with automated chat messages.
- Automation Rules: Filter chats, tag customers, notify operators, and start conversations automatically.
- Chatbots: Olark offers automated chatbot services, especially in the Pro plan, to handle routine inquiries and route conversations to live agents.
Customization
- API: Control the chatbox appearance and behavior using Olark’s JavaScript API.
- Custom Logo and Theme: Customize the chatbox with your company logo and match it to your brand’s colors and design.
- Unlimited Domains: Add the chatbox to multiple websites or subdomains.
- Language Selection: Set the chatbox and chat console to your preferred language, including right-to-left language support.
Security
- GDPR Consent: Add pre-chat visitor consent options to the chatbox.
- Data Encryption: All Olark data is stored with AES symmetric encryption.
- Troll Block: IP Ban: Hide the chatbox from specified IP addresses and block trolls.
- Two-Factor Authentication: Enhance security with two-factor authentication for login.
Integrations
- Olark integrates with various platforms such as Slack, Hubspot, Magento, Zendesk, Webhooks, Helpscout, Mailchimp, WordPress, Salesforce, and BigCommerce.
PowerUps (Add-on Services)
- Cobrowsing: View, annotate, and control your 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).
Functionality
- Real-Time Messaging: Engage in real-time conversations with visitors and internal teams.
- Visitor Page Tracking: Track the URL of visitors as they navigate through your site.
- Offline Contact Form: Offer a custom contact form when the chat is offline.
- Agent Groups and Roles: Manage different levels of administration access, including Admin and Operator levels.
Benefits
- Multi-Lingual Support: Olark supports multiple languages, enhancing global customer engagement.
- Excellent Customer Support: Olark offers 24/7 customer support and automated text message services for personalized communication.
- Seamless Integration: Easily integrate Olark into your website, CRM, helpdesk, and other software to streamline customer service operations.
In summary, Olark is a robust live chat solution that offers a wide range of features to enhance customer engagement, automate support processes, and provide valuable insights. Its customization options, security measures, and integrations make it a versatile tool for businesses of all sizes.