Product Overview of Olark
Olark is a comprehensive live chat software designed to enhance customer engagement, streamline support operations, and drive business growth. 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 internal teams, facilitating immediate communication and feedback. It is an excellent tool for e-commerce sites, customer support teams, and any business looking to improve their customer interaction and service.
Key Features
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 the addition of custom tags to chats for easier sorting and analysis of transcripts.
- Visitor History: Enables the review of prior interactions with visitors from within the chat console.
- Emailed Reports: Provides the option to receive summarized reports via email.
Automation
- Automatic Greeter: Greets visitors with automated chat messages based on their behavior or time on the site.
- Automation Rules: Allows the configuration of rules to filter chats, tag customers, notify operators, and start conversations automatically.
- Visitor Targeting: Automates messages and chatbox behavior based on visitor details.
Customization
- API: Offers control over the chatbox appearance and behavior through Olark’s JavaScript API.
- Custom Logo and Theme: Allows businesses to customize the chatbox with their company logo and match the colors and design to their brand.
- Unlimited Domains: Supports the addition of the chatbox to multiple websites or subdomains.
- Language Selection: Enables the setting of the chatbox and chat console to the preferred language, including right-to-left language support.
Security
- GDPR Consent: Includes pre-chat visitor consent options to comply with GDPR regulations.
- Data Encryption: Stores all Olark data with AES symmetric encryption and ensures HTTPS encrypted connections.
- Troll Block: IP Ban: Allows hiding the chatbox from specified IP addresses and blocking trolls.
Integrations
- Olark integrates with a wide range of popular tools, including Slack, Hubspot, Magento, Zendesk, Webhooks, Helpscout, Mailchimp, WordPress, Salesforce, and BigCommerce, among others.
PowerUps
- Cobrowsing: Enables agents to view, annotate, and control the visitor’s screen for personalized support ($99/month).
- Live Chat Translation: Automatically translates messages in over 100 languages ($29/month).
- Visitor Insights: Collects visitor data from public social profiles and company websites to personalize service and sales approaches ($59-$99/month).
- Non-Branded Chatbox: Removes the ‘Powered by Olark’ branding from the chatbox ($59/month).
Functionality
- Real-Time Engagement: Allows businesses to start conversations with visitors in real-time, enhancing lead generation, sales, and customer satisfaction.
- Custom Chatbox Forms: Enables the collection of information from visitors before a chat begins using customizable forms.
- Team Management: Facilitates the distribution of chats and monitoring of team performance, with features like shared canned responses for consistent replies.
- Offline Contact Form: Provides a custom contact form when the chat is offline, ensuring continuous customer interaction.
Olark’s robust set of features and integrations makes it a versatile and powerful tool for businesses aiming to enhance their customer service, improve user experience, and drive growth through effective real-time communication.