15 years helping Canadian businesses
choose better software

What Is Olark?

Olark Live Chat is the easiest way to add live chat to your website.
Over 40,000 organizations including small businesses, large businesses, non-profits, government entities, and higher education choose Olark.

Add an Olark chat box to your site and start helping more customers and closing more sales. Olark integrates with a number of CRM, eCommerce and Help Desk platforms to provide you with automation, chatbots, and key customer insights.

GDPR Ready, WCAG 2.1 AA Accessible, and NIST 800-53

Who Uses Olark?

Olark Live Chat is ideal for higher education and small- to mid-sized businesses in a wide range of markets, including retail, eCommerce, SaaS, education, and more.

Olark Software - Add accessible, secure, and privacy-aware chat in seconds
Olark Software - Create more opportunities. Capture more leads. Build relationships.
Olark Software - Keep track of important conversations with transcripts.
Olark Software - Chat from desktop or reply on the fly with our mobile app
Olark Software - Collect feedback from every chat to listen, learn, and improve.

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Reviews of Olark

Average score

Overall
4.5
Ease of Use
4.7
Customer Service
4.6
Features
4.3
Value for Money
4.4

Reviews by company size (employees)

  • <50
  • 51-200
  • 201-1,000
  • >1,001
Shayne
Shayne
Director of Sales in India
Verified LinkedIn User
Internet, 11–50 Employees
Used the Software for: 1-5 months
Reviewer Source

The Best Customer Service Add On!

5.0 5 years ago

Comments: Our company (which is a SaaS), started using Olark after we had major issues with another website chat client. Olark is way better and is definitely more reliable. Apart from work, I also use Olark for one of my e-commerce side businesses. Right now, it can easily be integrated with WordPress. Not sure about other platforms, though.

Pros:

1) User-Friendly: I've found Olark to have a very simple and user-friendly interface for both - the recipient and the sender. 2) Affordability: Olark gives you the opportunity to look much bigger and way more professional than you already are! All of this at a very nominal price, of course. As of April 2019, Olark has one pricing model that can either be billed monthly, annually or for two years straight. As you choose a longer commitment, the prices reduce accordingly. Also, if you're not sure about what chat client is best suited for your business, you can always try Olark for 2 weeks, absolutely free. What I like the most is that there are no "Starter", "Pro", "Enterprise" discriminations! 3) Intelligence: Olark allows you to pre-assign quick responses that keep your customers from having to wait for an answer. Our employees love this feature because they don't have to type the same response again and again. Another smart feature is the notifications that our employees get when they leave their workstations and forget to log out. Olark gives the customer a quick response, giving them an option to send the chat as an email instead. This is great for a future follow-up. 4) Reporting Feature: Olark gives the administrator the option to assess the quality of an employees' chatting capabilities as well as his/her productivity levels. An employee can also learn from any feedback that's left by their customer with regard to their chat experience.

Cons:

1) No Image Sharing: This may not be a necessity for all businesses, however, we occasionally require our customers to send us screenshots of the issue that they are facing. This can help us serve them better. We have makeshift walkarounds for this, but having an image sharing option would be great. 2) One User At A Time: Unfortunately, only one user can be logged on to the agent at any given time. This could be a deal breaker larger businesses that have more than one customer care representative.

Kyle
Operations Mgr in US
Consumer Goods, 11–50 Employees
Used the Software for: 2+ years
Reviewer Source

Alternatives Considered:

Very serviceable chat for your website

5.0 last month New

Comments: Quite good experience, used their service for well over 5 years without many complaints or outages.

Pros:

Chat worked exactly as expected, allows our CS team to respond to customers chatting in on our website. Can see customers locale which is helpful to discern scam/junk chats.

Cons:

This isn't a fault of Olark, but it didn't integrate with our email client so we had to keep Olark open in a separate window/tab.

Jesse
Support Representative in US
Financial Services Software, 51–200 Employees
Used the Software for: 2+ years
Reviewer Source
Source: SoftwareAdvice

Decent value but performance somewhat lacking

2.0 5 years ago

Comments: When Olark is functioning correctly, it's a decent tool. The service is affordable, and this has been the largest draw. Our organization uses it as an integrated chat support option and it has helped take our support to a higher level. Some issues arise however when our users contact our other support channels and report "not getting a response" which we determined to result from our rep's not receiving the text, simply open chats with no content. We have no way to determine when this is happening or why but it comes and goes sporadically. When the transcripts are later sent to our email inbox (another of their useful features) we see the conversation, but by then it's too late and our customers are already frustrated. We've kept it for over 2 years because we've built a lot of our other functionality around it, however the problems (such as not having accurate visibility of when other reps are online as another example) have continued and we will likely be seeking an alternative option.

Pros:

Easy to use Through metrics and reporting Easily integrated with other ticketing and metrics tracking programs

Cons:

Unable to post images (from the chat rep side) Performance/ functionality somewhat inconsistent Limited ability to create personalized macros Agent visibility (knowing when teammates are online) often unreliable/ not functional

Olark Response

last year

Hi Jesse, Thanks for your review. We're glad we could be helpful. If you have any questions around additional support or the ability to post images we'd be happy to chat with you at Olark.com

Abhilash
Accountant in US
Textiles, 1,001–5,000 Employees
Used the Software for: 1+ year
Reviewer Source

Olark's Features are So Powerful

5.0 last month New

Pros:

I enjoy the reliability of this livechat solution. Olark is so amazing to use.

Cons:

Olark has never been problematic to us. Olark is effective.

Ifeoma
Ifeoma
Developer in Nigeria
Verified LinkedIn User
, 1,001–5,000 Employees
Used the Software for: 2+ years
Reviewer Source

Easy to use support solution.

4.0 6 years ago

Pros:

Olark is amongt the simplest helpdesk applications to try. It is intuitive and has a very short learning curve for new support staffs I have introduced to Olark. Olark has got an array of smart features , which helps the conversion rate on our website and also helps the sales team better improve the quality of customer service offered to customers and clients. I like the searchable transcript feature , which ensures every conversation between sales agents and web. visitors are saved in the cloud. Thereby allowing anyone on the sales team to search through the chat transcripts either for analysis purposes or to follow up on previous conversations. It has an efficient mobile approach ,which has ensures users who communicate with the website team via mobile phones, have a quality experience just as someone communicating via pc or tablet.

Cons:

Olark automatically closes open chat conversations if agents have not responded in over five minute. I wouldn't know why this was introduced ,however it does not do the sales team any good.

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