What do you like best?
Olark makes the conversation with the customer effortless and easy. With a polite bubble ping, the employee is not only notified of incoming messages but also able to reach out to existing users that have yet to reach out. You can push the customer to certain pages as well as allow them to share their screen with you. Simple commands using a "!" at the beginning allow for automated responses created by the admin.
Transcripts easily upload into customer management platforms such as SalesForce to allow for documentation practices to be upheld. Each chat offers an opportunity to review at the end. This can be monitored by the admin on the home page when the admin logs in. Low chat scores are easily identifiable.
Should off-hours be present or they just barely miss an available agent, the chat is swiftly converted into an e-mail that requires follow-up by an agent.
What do you dislike?
My preference would be for Olark to have its own built-in spell checking method. For example, if the agent had 1-2 typos, it would refrain from allowing them to click on send without fixing them. I would prefer that it would be advanced to check for incorrect use of words or grammatical errors. Although the normal computer program tracks this, I'd recommend installing an add-on to the web browser to ensure additional accuracy when managing a larger team.
The notification integration is also poor as it can only be used in specific browsers. Desktop notifications need work.
Recommendations to others considering the product
Make sure your team has awareness of the notifications - I have found it is often hard to hear/follow when using a phone system on the same pair of headphones.
What business problems are you solving with the product? What benefits have you realized?
Olark made us available to our customers in as many forms as possible. For those that prefer online communication, it allows a safe and easy point of contact with freedom to speak without constraints that many chats give. You're speaking with a LIVE person - not a bot!