Olark Live Chat

Olark is great - might not work with your version of Salesforce

We love Olark. It's a great program for live chat - easy to use on desktop and mobile. It has enough flexibility to make it easy to adapt to how we do business. The transcripts and analytics are great as well. However, we used it for a year with our Salesforce integration - pushing leads into Salesforce with a simple keyboard command - and the connection suddenly stopped working. There was no notification as to why. When we investigated it further, we discovered that the connection is only for Enterprise level salesforce accounts and we were cut off as a Lightening account. I'm so bummed that this functionality went away because it was something that was really integral to growing lead generation (giving your email via live chat is an opt-in way to get contacts.).

Mostly Great

The set up for this app couldn't be easier, the customer service is spot on. Everyone is very connected, Nick answers almost every time I chat with them about something. A few things could make this better, but really only a few. We'd like to be able to get some custom colors going on, and the ability to set sounds and pop-ups from the app instead of through the browser. That being said, we just renewed for another two years. Thanks Olark & Nick!

Brilliant app, worth every. single. penny.

We've used Olark for months now and it is indispensable. I find myself in the weird position of saying we would easily pay *double* what they charge. It is that important to us. The fact that it works with Salesforce is just brilliant.

Great service and solid integration

We added this service a year ago, and couldn't be happier with the ease of use and how it integrates with our existing infrastructure (Google Talk and Salesforce.com).

Good but needs better integration support

So far we like using this app, the actual functionality is great. We switched over about a month ago when meebo went away. We have found, like the previous poster, a few glitches on the integration however. It creates a case with the transcript (great!), but then creates and attaches a Contact. The problem with that is the name/email of the contact is whatever they enter (so last name could be 'Hi I'd like some help with ordering'), and there's no way to set our standardly required fields, so I had to write a few rules, etc, to get around this, otherwise it wouldn't create the Case/Contact. Lately, we realized that because it doesn't attach them to an Account, and we use a Private Sharing model, that NO one can see the Contacts (only those with View All checked on Contacts), because sharing is set by the Account. You can't use Workflow rules to set Accounts on a Contact either. So I have our chat people going in and manually adding them to a dummy Account - on each Contact created, that's a lot of work! I've contacted support team on this, and so far they say it's a functionality that won't be coming soon. There IS a way to set standard fields in your code so when you send to a Case (or Lead), it will bring those fields over. Very handy for setting the Type or other fields on your Case. However, I have found that I can only set the fields on the Case - not on the linked Contact. If you use Leads, this might work better for you - but for us, it's just so-so. Would love to see the integration filled in a bit more, and then I'd be able to give 5 stars...

olark

Love it for the most part. Every once in a while it seems like it has some glitches and I won't receive chats but for the most part it works well.