Olark
Simple chat and AI tools for support, sales, and lead generation.
Executive Summary
Olark is a cloud-based live chat and customer messaging platform designed for real-time interactions between businesses and their website visitors. It is primarily used by small to medium-sized businesses, and larger organizations with its Pro plan, to enhance customer support, drive sales, and generate leads. Its key differentiators include its focus on simplicity, accessibility (WCAG 2.1 AA certified), and the integration of AI-powered chatbots for efficient customer engagement.
Use Cases
- Providing real-time customer support and answering queries directly on a website.
- Generating leads by engaging website visitors and collecting contact information.
- Assisting customers through the sales funnel and preventing cart abandonment.
- Proactively engaging website visitors based on their browsing behavior.
- Collecting customer feedback and insights through post-chat surveys and transcript analysis.
- Offering 24/7 customer service through AI-powered chatbots for instant responses.
Features
Visibility
- Customizable Chat Widget: Adjust colors, layout, position, and branding of the chatbox to seamlessly match your website's design.
- Real-time Reporting & Analytics: Monitor chat volume, customer satisfaction, agent activity, and identify trends with up-to-the-minute data.
- Searchable Chat Transcripts: Access and search a complete archive of past conversations to uncover actionable product feedback and customer insights.
- Visitor Insights: View visitor details such as browser, operating system, approximate geolocation, and pages viewed in real-time.
Intelligence
- AI-Powered Chatbots (Aiden): Deploy customizable chatbots to handle routine inquiries, provide instant answers, and qualify leads 24/7.
- Automated Messages & Triggers: Set up rules to automatically greet visitors, send custom messages based on behavior, or route chats to specific departments.
- Chat Routing: Automatically direct incoming chats to the most appropriate agent or department based on predefined rules.
- Live Chat Translation (PowerUp): Enable real-time translation of chat conversations to support customers in over 100 languages.
Support
- Customizable Pre-Chat Forms: Gather essential customer details and context before a chat begins, improving agent efficiency and personalization.
- Team Management: Manage agents, monitor performance, and assign roles (Admin/Operator) to streamline customer service operations.
- Accessible Live Chat: The platform is WCAG 2.1 AA certified, ensuring the chat widget and agent dashboard are accessible for users with disabilities.
- Dedicated Account Manager & Priority Support: Available with the Pro plan, offering personalized guidance and enhanced support options.
Technical Specifications
- Architecture
- Cloud-based SaaS
- Deployment
- Cloud/SaaS
- Authentication
- SSO (via Google Apps), MFA
- API Available
- Yes
- MCP Server
- No
Infrastructure
- AWS
AI/ML Stack
- NLP
- Machine Learning
Integrations
- Salesforce
- HubSpot
- Slack
- Zapier
- WordPress
Security & Compliance
Certifications: WCAG 2.1 AA, PCI Compliant (billing provider)
Encryption: AES symmetric encryption at rest, TLS 1.2+ (SSL) in transit
Pricing
- Model
- Per user/month, Tiered subscription with add-ons
- Starting Price
- Standard: $29/agent/month (monthly), $23/agent/month (annual), $19/agent/month (two-year). Pro: Custom pricing. PowerUps: $29-$99/month.
- Target Customer
- SMB to Mid-Market (Standard), Larger organizations/Enterprise (Pro)
- Contract Type
- Monthly, Annual, Multi-year
- Free Trial
- Yes, 14 days (credit card required)
About olark
Olark builds accessible AI chatbots and live chat software, primarily serving small businesses. Founded in 2009, it was the first to make chat accessible to businesses without large budgets or engineering teams, helping them enhance customer interaction and support. Olark is also a Public Benefit Corporation.