Olark has a market share of 1.46% in live chat software and 1.58% in customer service management software. This cloud-based platform targets small to medium-sized businesses looking for straightforward customer engagement tools without the complexity of enterprise-level solutions.
What sets Olark apart is its no-nonsense approach to live chat. While competitors load their platforms with AI-powered features and complex automation, Olark keeps things refreshingly simple. The platform also integrates seamlessly with popular CRM and help desk systems.
However, this simplicity comes with trade-offs that might leave growing businesses wanting more. The platform’s limited customization options, basic analytics, and lack of advanced AI features raise questions about its long-term viability for companies with ambitious growth plans.
Is Olark’s straightforward approach a breath of fresh air, or does it signal a lack of innovation in an increasingly competitive market? Let’s find out.
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Pros and cons
Before diving into the details, it’s essential to understand Olark’s core strengths and limitations. After analyzing user feedback from over 220 reviews and testing the platform, here’s an honest breakdown of what works well and where Olark falls short.
| Pros | Cons |
| – Exceptionally easy setup and implementation – Seamless CRM and helpdesk integrations – Affordable pricing structure – Real-time visitor monitoring and customer behavior insights – Automated triggers based on visitor behavior – Responsive support team with helpful resources – Mobile compatibility | – Limited customization options – No advanced AI chatbots or sophisticated automation capabilities – Basic analytics and reporting – Restricted integration support – Limitations on file sharing types and sizes – Not scalable as there is lack of advances features |
Pricing and value for money
Olark keeps its pricing structure simple with two paid tiers that cover most business needs. The pricing plans are as follows:
- Free trial: 14 days with full feature access
- Olark Standard: $29 per month per agent
- Olark Pro: contact the sales team for a demo and pricing
- Add-ons called PowerUps: between $29 to $99 per add-on
Here’s what’s included in the Standard plan:
- Unlimited chats
- Real-time visitor monitoring
- Automated messaging
- Reporting and analytics
- CRM and helpdesk integrations
- Mobile Olark app access
- Multi-language support
Here’s what’s included in the Pro plan:
- Everything in the Olark Standard plan
- Chatbots and AI automation
- Dedicated account manager
- Live training
- Legal and procurement services
- Video chat, SMS, or phone support
- Custom chat routing
- First priority in the support queue
Value assessment:
At $29 per month per agent, Olark offers competitive pricing in the live chat software market. The platform provides solid value for small to medium businesses that need essential live chat functionality without paying for advanced features they won’t use. However, the pricing may feel limiting for businesses that need more features or flexibility.
Key features and functionality
Olark’s feature set reflects its philosophy of doing essential live chat functions well rather than overwhelming users with unnecessary complexity. The platform focuses on six core areas: real-time communication, visitor intelligence, proactive engagement, seamless integrations, mobile accessibility, and performance analytics. However, you won’t find cutting-edge AI chatbots or advanced automation workflows.
Here are the main features and functionality of Olark software:
Real-time live chat
Olark’s core strength lies in its straightforward live chat functionality. The customizable chat widget integrates directly into websites without redirecting visitors away from their browsing experience. Olark live chat supports multiple chats, enabling agents to manage several conversations simultaneously.
Did you know that…
Ad hoc Atelier increased conversion rates by 157% while decreasing cart abandonment and response times by using Tidio’s live chat feature.
Live chat is the best solution because you can talk to the consumer at the exact moment they want to buy your product or customize it.
Visitor monitoring and analytics
The platform provides detailed insights into visitor behavior, including
- Page views
- Session duration
- Geographic location
- Referral sources
This data enables agents to personalize interactions and approach conversations with context about the visitor’s journey.
Did you know that…
Bella Sante increased sales by $66,000 and automated over 75% of FAQs thanks to Lyro AI.
I love the data and I love the self-learning kind of aspect of Lyro. We've been able to pull hundreds of questions from our FAQ and continue to have Lyro learn from that information.
Automated messaging and triggers
Olark allows businesses to configure automated greetings and targeted messages triggered by specific visitor behaviors or time spent on pages. This proactive engagement helps initiate conversations without manual agent intervention.
Did you know that…
Gecko Hospitality achieved 90% of customer service automation and improved lead generation with Lyro AI.
At present, about 90% of conversations are handled by Lyro, and in the vast majority of cases the responses have been perfect. My biggest fear of AI hallucination seems to have been unfounded, as even intentionally attempting to get Lyro to provide false information has been unsuccessful.
CRM and help desk integrations
One of Olark’s standout features is its seamless integration with popular business tools.
The platform connects with:
- CRM systems like Salesforce, HubSpot, and Pipedrive
- Help desk solutions like Zendesk and Freshdesk
- Other tools like Zapier, Slack, MailChimp, and more
Did you know that…
An eco-friendly personal care brand, Your KAYA, successfully integrated website widget, email, Facebook, and domain communications into Tidio and enjoyed 75% of resolution rate from Lyro AI.
Thanks to Tidio and Lyro AI, our customer care team can now work more efficiently, and our customers receive faster, more accurate support.
Multi-agent support and chat routing
The platform enables multiple agents to handle chats simultaneously, with intelligent routing based on agent availability, expertise, or department. Agents can transfer chats and leave internal notes for context.
Did you know that…
Integratec improved conversation tracking and increased qualified leads by 25% after implementing Tidio.
Our customer success department was receiving a lot of requests that we couldn’t properly track so a ticketing system was a must.
Mobile accessibility
Olark provides mobile apps for iOS and Android, allowing agents to manage conversations on the go. The mobile interface maintains full functionality, including chat history, visitor information, and file sharing.
Did you know that…
Wulff Beltton achieved 4.5/5 client rating after switching to Tidio.
Tidio's reliability, user-friendliness, and compatibility made it the better choice for our customer service needs in the company's current situation.
Conversation archiving and reporting
All chat transcripts are automatically saved and searchable, supporting quality assurance and compliance needs. The reporting dashboard provides metrics on chat volume, response times, customer satisfaction, and agent performance.
Did you know that…
ADT Security improved customer satisfaction and increased lead-to-sale conversion rates by using Tidio.
In terms of flexibility, with Tidio, I have more specialized attention from the specialist chat, more control over the workflow, and more control over the client support filters.
Customization and branding
While not as extensive as some competitors, Olark offers customization options to match the chat widget with brand colors, logos, and messaging. Businesses can also customize automated greetings and pre-chat surveys.
Did you know that…
Procosmet boosted conversion rates and increased lead generation by 500% since implementing Tidio.
My main goal was to find an easy-to-teach app that comprehended all the tasks needed for our customer service. Tidio, from the beginning, was the perfect one.
User experience and interface
Olark’s agent interface prioritizes simplicity and efficiency. The dashboard provides a clean, uncluttered view of active chats, visitor information, and conversation history. Agents can easily switch between multiple conversations, access visitor details, use keyboard shortcuts for common actions, and more.
The learning curve for agents is minimal, and most of them can become proficient within hours rather than days. The interface feels intuitive, with logical navigation and clear visual cues for different chat states, like active, waiting, and completed.
From the customer perspective, Olark’s chat widget is unobtrusive and responsive. Customers can easily initiate chats and share files with the support team to fully explain their issue.
Moreover, from the responsiveness side, the platform performs well across different devices and browsers. Chat messages are delivered instantly, and the interface remains responsive even during high-traffic periods. The mobile apps maintain the same level of performance as the web interface.
Setup and customization
Olark’s setup process is very straightforward. After signing up, you receive a simple JavaScript code snippet to embed on your website, and the installation typically takes around 15 minutes. Moreover, for popular platforms like WordPress, Shopify, and Squarespace, Olark provides specific plugins and integrations that further simplify the setup process.
The onboarding process includes guided tours of the dashboard, setup wizards for basic configurations, and access to help resources. New users can configure their first chat widget, set up automated messages, and connect integrations without technical assistance.
When it comes to customization options, they’re quite limited but cover the essentials:
- Chat widget appearance: colors, positioning, agent photos, and company branding
- Automated messages: welcome greetings, offline messages, and behavioral triggers
- Pre-chat surveys: surveys that collect visitor information before starting conversations
- Business hours: availability schedules and offline messaging
- Agent profiles: agent names, photos, and status messages
Limitation note:
Advanced customization options like custom CSS styling or complex workflow automation are not available, which may frustrate businesses with specific design requirements.
Integrations and compatibility
Olark supports integrations with major business tools, though the selection is more limited than enterprise-level platforms. Here are some of the systems that integrate with this platform:
- Salesforce
- HubSpot
- Pipedrive
- Zoho CRM
- Zendesk
- Freshdesk
- Help Scout
- Mailchimp
- Constant Contact
- Google Analytics
- Mixpanel
- Shopify
- WooCommerce
- Magento
Moreover, Olark provides REST API access for custom integrations and extending functionality. The API documentation is comprehensive, though it requires development resources to implement custom solutions.
The biggest integration limitation is the lack of native integrations with less common tools or newer platforms, which might require custom API development.
Performance and reliability
Olark delivers consistent performance with minimal latency in message delivery. The platform’s cloud-based infrastructure ensures quick loading times for the chat widget and dashboard interface.
Independent testing shows average message delivery times of 30 seconds under normal conditions. The platform maintains responsiveness even during peak traffic periods.
Olark reports over 99.5% uptime reliability, which aligns with industry standards for cloud-based SaaS platforms. The service includes redundant servers and automatic failover systems to minimize downtime.
User reports indicate stable performance with infrequent outages. When issues do occur, they’re typically resolved within hours rather than days.
Based on user feedback, occasional issues include:
- Intermittent status display problems showing agents as offline when they’re available
- Minor mobile app synchronization delays
- Rare cases of chat notifications not appearing promptly
Customer support and documentation
Olark provides multiple support channels:
- Live chat: available during business hours
- Email support: 24/7 with typical response times under 24 hours
- Help center: comprehensive knowledge base with articles and tutorials
- Community forum: user-driven discussions and solutions
It’s important to note that Standard plans do not include phone support, which may be a drawback for businesses preferring voice assistance.
User reviews consistently praise Olark’s support team for being knowledgeable and responsive. Support agents understand the platform well and can provide detailed technical assistance.
Response times are generally quick, with most email inquiries receiving responses within 4-6 hours during business days.
For self-service, Olark’s help center includes:
- Getting started guides: step-by-step setup instructions
- Feature documentation: detailed explanations of all platform capabilities
- Integration guides: specific instructions for connecting with popular tools
- Best practices: tips for optimizing chat performance and customer satisfaction
- Video tutorials: visual guides for common tasks
Olark alternatives and competitors
While Olark serves its target market well, it’s important to understand how it stacks up against other live chat solutions on the market. The competitive landscape ranges from feature-rich enterprise platforms to budget-friendly alternatives, each with distinct strengths and positioning. We’ve selected three key competitors that represent different approaches to live chat software:
- Tidio: omnichannel platform with AI and automations for web chat and email
- Intercom: enterprise-level features and functionality
- LiveAgent: knowledge base builder on top of live chat software and automations
Read more: Check out the full list of Olark competitors with reviews that include pros, cons, and pricing.
Final verdict and recommendation
After thoroughly evaluating Olark’s features, performance, and value proposition, the verdict is clear: Olark excels at what it promises to do, but you need to know exactly what you’re getting.
Olark is an ideal choice for businesses seeking an easy, affordable live chat solution. Ecommerce and service-based companies, in particular, that want to reduce cart abandonment and provide instant support without complex setup will find it a good fit.
Olark may not be ideal for rapidly growing businesses needing advanced automation, complex routing, or customization. Companies requiring powerful AI chatbots, strict compliance, detailed analytics, or broad third-party integrations should consider more robust alternatives like Intercom or Drift.
Olark is absolutely worth the investment for businesses that need simplicity, reliability, and cost-effectiveness over feature richness. However, beware that Olark is mostly a stepping stone rather than a permanent solution if you have ambitious growth plans. The platform serves as an excellent entry point into live chat, but growing businesses may eventually outgrow its capabilities.
If you’re looking for something more advanced, you should consider Tidio. With smart automations and a Copilot to help your agents, Tidio drastically improves your service efficiency. On top of that, this platform offers live chat software, an omnichannel help desk system, and AI agents, all in one place. This is a perfect solution for scaling businesses as well as small-to-medium-sized companies.
Why not give it a go for free?
Boost the efficiency of your customer service
FAQs
Tidio is an all-in-one customer experience solution with live chat, chatbots, Lyro AI chatbot, and help desk & ticketing system. It serves as a comprehensive customer service platform that enables online businesses to provide excellent customer support and convert website visitors into active buyers. The platform manages live chat, email, support forms, and social media from a single inbox and offers multilingual support with its AI assistant Lyro.
Tidio and Olark both provide live chat solutions but differ significantly in their approach and feature sets. Tidio positions itself as a comprehensive customer experience platform with advanced AI capabilities, multichannel communication, and built-in chatbots. This makes the platform more suitable for SMBs and growing businesses. Olark, on the other hand, focuses primarily on live chat functionality with a simpler, more straightforward approach to customer communication. This approach is usually more desirable for smaller businesses.
Olark pricing is very straightforward. It’s $29 per agent per month, or an enterprise plan, which is given upon request. On top of that, there are optional add-on features called PowerUps. PowerUps are priced individually from $29 to $99 per month.
Olark is a live chat software platform designed to help businesses communicate with website visitors in real-time for sales, marketing, and customer support purposes. The platform provides unlimited chats and conversations, allowing businesses to solve customer problems immediately and potentially save sales by keeping customers engaged on their websites.
Yes, Olark does have a mobile app for on-the-go support.
