Product Overview of Olark
Olark is a comprehensive live chat solution designed to enhance customer engagement, streamline support operations, 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 engage in real-time chat conversations with their customers and coworkers, 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 automated and human-driven 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 names, locations, and other relevant details during chats.
- Chat Notifications: Desktop notifications alert agents to new chat messages.
- Visitor Page Tracking: Track the URLs of visitors as they navigate through the site.
Chat Analytics
- Chat Volume: Monitor chat volumes to identify busy times and staff 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
- Automation Rules: Configure rules to filter chats, tag customers, notify operators, and start conversations automatically.
- Automatic Greeter: Greet visitors with automated chat messages.
- Chatbots: Available in the Pro plan, chatbots can 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 theme to match your brand.
- Language Selection: Set the chatbox and console to your preferred language, including support for right-to-left languages.
- Unlimited Domains: Add the chatbox to multiple websites or subdomains.
Security
- GDPR Consent: Include pre-chat visitor consent options.
- Data Redaction: Automatically redact visitor data from transcripts.
- Data Encryption: All data is stored with AES symmetric encryption.
- Troll Block: IP Ban: Hide the chatbox from specified IP addresses and block trolls.
Integrations
- Olark integrates with a variety of platforms, including Slack, Hubspot, Magento, Zendesk, Webhooks, Helpscout, Mailchimp, WordPress, Salesforce, and BigCommerce.
PowerUps (Add-on Features)
- Cobrowsing: View, annotate, and control the visitor’s screen ($99/month).
- Non-branded Chat Box: Remove ‘Powered by Olark’ branding ($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 ($59-$99/month).
Additional Functionality
- Targeted Chat: Automate messages and chatbox behavior based on visitor details.
- Offline Contact Form: Offer a custom contact form when the chat is offline.
- Real-Time Messaging & Canned Responses: Use pre-written responses for FAQs and live agent responses.
- Agent Groups: Organize agents into groups for better management.
- Pre-Chat Survey: Configure customized questions before a chat starts.
Pricing and Plans
Olark offers two main pricing plans: Olark Standard and Olark Pro. The Standard plan starts at $29 per month per user and includes basic features like customizable chatboxes, advanced reporting, and some integrations. The Pro plan offers custom pricing and includes additional features such as AI tools, automation functionality, a dedicated account manager, and access to all PowerUps.
In summary, Olark is a robust live chat solution that enhances customer engagement, provides valuable analytics, and offers extensive customization and security features, making it an ideal tool for businesses of all sizes.