As someone involved with an ecommerce store, I'm sure I don't need to tell you much about the importance and value of live chat as a customer support method, since it facilitates not just customer support but can help boost sales as well.
If you're in the process of setting up an online store, or have one that is already up and running without a live chat, it would be a prudent move to incorporate this feature on your store as soon as you can.
Several good live chat apps are available in the market that you can integrate on your store without much effort. Olark is one such app that I am going to review in this article below. Before we go into the review though, I'd like to briefly mention another point that you can benefit from too.
While live chat is a very useful way of boosting ecommerce sales, there are many other sales boosting methods that you can use to your advantage which you can read up on at the ecommerce selling advice category here.
On to the review of Olark now:
Basic Features – as a full-blown live chat business application, Olark provides all the necessary basic features
Chat Window Design Customization – sufficient customization options are available in the app with which you can modify the chat display to match the look-and-feel of your web store
Targeted Chat – a useful business chat app feature available with Olark that allows incoming chats to be directed to specific operators or departments
Chat Ratings – a feature that allows visitors/customers to rate their chat experience at the end of a chat session. This feature is available with the application
Off-line Messaging – another essential business chat feature provided by Olark using which visitors can leave messages even when no chat operator is online
CRM Integration – considering the fact that chat support is a part of the customer relationship management (CRM) practices of a business, this is a useful feature for a chat app. Olark supports integration with several major CRM apps and platforms like SugarCRM, ZenDesk, SalesForce, Highrise etc.
Co-Browsing – a very useful and beneficial feature for a business chat app that allows the support operator and the visitor to share a browser. This feature is supported by Olark
Ecommerce Platform Integration – since almost every online store would be hosted over some ecommerce platform or the other, platform integration options is a highly useful feature for a live chat app. Olark provides integration with popular platforms like BigCommerce, Magento, WordPress and others
Analytics – one more useful feature of a customer support chat app that is available with Olark. Various instances of interaction with visitors are tracked, recorded and analyzed by the app directly and Google analytics integration is also supported
Mobile Apps – no proprietary mobile apps are offered by Olark for operators or visitors. However, third-party chat clients can be used with the application
Developer API – Olark provides APIs using which developers can write their own applications that can use the chat application
Four paid plans are offered, as listed below:
- Bronze Plan : $15/mo.
- Gold Plan : $44/mo.
- Platinum Plan : $116/mo.
- Ultimate Plan : $219/mo.
10% and 30% discounts are offered based on annual and 2-year billing cycles respectively, as shown in the screenshot below:
Free Trial or Plan
Olark offers a free plan with limited features. A free 14-day trial is also offered on the paid plans.
To get started with a free trial of Olark, click here.
Olark turns out to be a matured business chat app with most of the essentials. Lack of proprietary mobile apps (offered by many competitors) is perhaps the only major drawback. If you can live with that, Olark is worth a try.