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Olark vs LiveAgent

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Our analysts compared Olark vs LiveAgent based on data from our 400+ point analysis of Live Chat Software, user reviews and our own crowdsourced data from our free software selection platform.

Overview Pricing Benefits & Features Analyst Ratings Comparison Charts User Ratings Analyst Summary Screenshots
Olark Software Tool
SelectHub Award Winner
LiveAgent Software Tool
SelectHub Award Winner
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Product Basics

Analyst Rating

78 Detailed Analysis

User Sentiment

Excellent User Sentiment (924 Reviews)

Analyst Rating

89 Detailed Analysis

User Sentiment

Excellent User Sentiment (3716 Reviews)
Olark is a cloud-based messaging platform that provides seamless interactions between businesses and customers. It offers real-time channels to communicate with customers and generate leads while improving customer support. It prioritizes chats that need follow-up and forwards them to the CRM.

It provides instant screen sharing for agents to assist website visitors. It also offers modules to upload files, images and videos for immediate support. It supports over 100 languages.
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LiveAgent is an online communication platform that supports personalized, multilingual customer service. It provides in-suite and standalone offerings for live chat, online self-service portals, ticket management, change and license management, and more. It offers all-in-one helpdesk support by combining all communication channels, including email, live chat, phone calls and social media, in a single company inbox.

LiveAgent offers additional services through third-party companies to provide CRM, including sales and marketing automation. Users can analyze helpdesk performance and generate multiple reports to reward high-performing support agents and track customer satisfaction.
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$29/Seat, Monthly
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$9/Agent, Monthly
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Windows
Mac
Linux
Android
Chromebook
Windows
Mac
Linux
Android
Chromebook
Cloud
On-Premise
Mobile
Cloud
On-Premise
Mobile

Product Assistance

Documentation
In Person
Live Online
Videos
Webinars
Documentation
In Person
Live Online
Videos
Webinars
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support
Email
Phone
Chat
FAQ
Forum
Knowledge Base
24/7 Live Support

Product Insights

  • Enhance Customer Support: Speed up workflows by setting up automation rules. Keep visitors engaged by routing chats to the correct department. Track user behavior and send automatic messages. Personalize messages based on browsing details, including referring URL and location. 
  • Improve Data Collection: Gather relevant data using live chat transcripts. Filter and custom search customer information as needed. Saves offline emails and online chat transcripts in an archive. It captures details including chat ratings, email, location, name and the origin of the live chat page. 
  • Strengthen Engagement Rate: Answer queries or schedule demos in real time. Support customers without interrupting their browsing session with visitor insights and cobrowsing. It provides a non-branded chatbot to help visitors stay focused on the product, not the brand. 
  • Increase Sales: Capture leads from different locations by detecting in-use language and translating in real time. Prioritize chats and score leads by collecting visitor data from multiple websites. It also provides access to company data, size, social profile links and relevant profiles to understand the audience. It displays the user’s age, gender, company name, job title and more. 
  • Free Trial: Get hands-on access with a free 14-day trial version. 
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  • Make Better Decisions: A range of insightful and data-driven reports summarize business aspects like accounting, inventory, employee activity and sales for performance overview and informed decision-making. 
  • Drive Profits: Improve user experience and boost retention to create fresh revenue channels with customer marketing strategies. 
  • Save Time: Improve customer support quality with over 180 features, like automated ticket distribution and callback, call routing, email notifications and IVR. Automate agent workflows using SLA rules, time and action. 
  • Respond Quickly: Improve customer engagement by reaching out faster to customer queries, with an average response time close to 30 minutes. 
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  • Reporting and Analytics: Sort and filter customer data based on satisfaction ratings and conversation tags. Check for highest and lowest rated chats. Filter most frequent chat topics. Receive automatic email summaries on a daily, weekly and monthly basis. Check which day and time the visitors are most interested. 
  • Chatbox Forms: Customize forms and pre-chat surveys to gather customer details before starting a conversation. Send offline messages via emails for agents to contact them as needed. Provide optional questions and add automated chat rules for frequent visitors. 
  • Team Management: Manage, monitor and keep track of team performance. Tracks activity reports and limits the number of chats for a single agent to handle. Assign chats to the next available agent if the current agent cannot assist the customer. Save links, documents, FAQs and product pitches for quick access. 
  • Integration: Choose the preferred software and stay connected with sales, marketing and support processes. Use live chat plugins to integrate with eCommerce platforms. Provides seamless integration with help desks, CRMs, team communication and marketing automation platforms. Customize integrations using Webhooks for platforms that do not support the preferred CRM. 
  • Canned Responses: Pre-program and personalize responses for the team and individual purposes with the text expander. Use shortcuts to recall long and common answers. 
  • Chatbox: Customize a chatbox that aligns with the website’s color and brand. Adjust shape, size, colors and position. Personalize live chat by using human avatars. Choose the language the user is comfortable with by picking from a list of available languages. 
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  • Ticketing System: Provide customer service with a centralized response system. Address inquiries from one inbox, update ticket status, gather customer data to identify and solve problems and distribute cases automatically to ensure fast resolution of queries. 
  • Call Center: Organize sales and provide support by managing customer calls on a unified platform. Connect devices, add agent phone numbers, place a call button on the website and make calls from the computer. Automate responses with IVR, route conversations to skip unnecessary waiting times, track missed calls using the callback feature and record talks without size limitations. 
  • Analytics and Reports: Get insights into the team performance, agent rankings, usage statistics, customer satisfaction ratings, SLA metrics, support channels and other key benchmarks to improve business practices, products and services. Access tag, SLA compliance, channel, department time reports. 
  • Data Protection: Enhance safety standards with help desk features to protect customer data and company practices. Ban IP addresses to limit irrelevant inquiries, enable secure login with 2-step verification, protect data between the browser and software using HTTPS encryption and store information in the data center for effective management. 
  • Gamification: Take advantage of innovative elements to increase engagement and customer retention. Use customizable badges based on the worker’s performance and benchmarks and leaderboards to showcase achievements. 
  • Customer Portal: Create product and brand-specific categories to help customers with self-service content and onboarding. Build knowledge bases using articles, guides, screenshots, videos, search widgets, suggestion forums and other problem-solving information to provide 24/7 customer support and boost website traffic. 
  • Automated Replies: Create automation rules to manage the high volume of tickets with predefined actions. Transfer tickets to departments, add tags, mark and resolve tickets with system actions and minimal guided intervention. Manage rules to organize tickets effectively, improve response time and reduce support costs. 
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Product Ranking

#25

among all
Live Chat Software

#41

among all
Live Chat Software

Find out who the leaders are

Analyst Rating Summary

78
89
84
83
59
74
94
94
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Online Visitor Management
Ticket Management
Online Visitor Management
Platform Capabilities
Integration and Extensibility

Analyst Ratings for Functional Requirements Customize This Data Customize This Data

Olark
LiveAgent
+ Add Product + Add Product
Conversation Management Customer Collaboration Online Visitor Management Platform Capabilities Ticket Management 84 59 94 80 56 83 74 94 94 100 0 25 50 75 100
82%
5%
13%
78%
0%
22%
29%
14%
57%
71%
0%
29%
89%
0%
11%
89%
0%
11%
71%
5%
24%
90%
0%
10%
11%
0%
89%
100%
0%
0%

Analyst Ratings for Technical Requirements Customize This Data Customize This Data

67%
0%
33%
78%
0%
22%

User Sentiment Summary

Excellent User Sentiment 924 reviews
Excellent User Sentiment 3716 reviews
91%
of users recommend this product

Olark has a 'excellent' User Satisfaction Rating of 91% when considering 924 user reviews from 2 recognized software review sites.

93%
of users recommend this product

LiveAgent has a 'excellent' User Satisfaction Rating of 93% when considering 3716 user reviews from 5 recognized software review sites.

n/a
5.0 (172)
n/a
4.5 (1313)
4.55 (462)
4.68 (1174)
4.5 (462)
4.7 (995)
n/a
4.7 (62)

Awards

Olark stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award

SelectHub research analysts have evaluated LiveAgent and concluded it earns best-in-class honors for Ticket Management. LiveAgent stands above the rest by achieving an ‘Excellent’ rating as a User Favorite.

User Favorite Award
Ticket Management Award

Synopsis of User Ratings and Reviews

Simple to Use: Olark's interface is clean and intuitive, making it easy for users to navigate and find the features they need. The learning curve is minimal, allowing teams to get up and running quickly without extensive training.
Customization Options: Olark provides a variety of customization options, allowing users to tailor the chat experience to their brand and website. This includes customizing the chat box's appearance, creating automated messages, and setting up pre-chat surveys to gather visitor information.
Integrations: Olark integrates with numerous third-party applications, such as CRM systems, email marketing platforms, and help desk software. This allows users to streamline their workflows and improve efficiency by connecting Olark with their existing tools.
Real-Time Reporting: Olark offers real-time reporting features that provide insights into chat volume, visitor engagement, and agent performance. These reports help users track key metrics and make data-driven decisions to optimize their live chat strategy.
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Usability: 77% of users who reviewed this aspect said the software is easy to use and navigate.
Pricing: According to 82% of reviews on this element, the software offers many features at a great price.
Customer Service: The customer support channels are responsive and useful, according to 91% of users reviewing support.
Integration: 86% of users who mentioned this aspect said that the software offers multiple integrations.
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Limited Customization: Olark offers basic customization options, but users seeking advanced branding control or unique chat box designs may find the platform restrictive. For example, modifying the chat box's shape or adding interactive elements might not be possible.
Reporting Features: While Olark provides basic reporting on chat volume and agent activity, it may lack the depth of analytics that some businesses require. Users who need granular insights into customer behavior, chat flow, or agent performance might find the reporting capabilities insufficient.
Integrations: Olark integrates with popular CRM and helpdesk platforms, but the range of integrations might not be as extensive as some competitors. Users relying on niche or industry-specific software may encounter compatibility challenges.
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Mobile Application: 84% of users who reviewed the mobile app stated that the notifications, features and design could be improved.
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Users of Olark, the live chat software, frequently praise its user-friendly interface and straightforward setup, making it a popular choice for businesses of all sizes. The platform's intuitive design allows customer service representatives to manage multiple conversations simultaneously, boosting efficiency and response times. Olark's reporting and analytics tools also receive positive feedback, providing valuable insights into customer interactions and team performance. However, some users note that Olark's customization options are somewhat limited compared to competitors like Zendesk Chat and LiveChat. While Olark offers basic customization features, businesses with complex branding or workflow requirements may find it restrictive. Additionally, Olark's pricing structure, based on the number of operators, can become expensive for larger teams. Despite these limitations, Olark's strengths lie in its ease of use, affordability for smaller teams, and focus on core live chat functionality. This makes it an ideal choice for small to medium-sized businesses seeking a simple and effective solution to engage with website visitors and provide real-time support. Olark's emphasis on user-friendliness and essential features ensures that businesses can quickly implement and utilize the platform without a steep learning curve or excessive costs.

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LiveAgent offers live chat and helpdesk capabilities, including advanced ticketing. Users can access and update all aspects of a given customer account. Interactive tools, automated behavior reply terminology, live queries management and intuitive onboarding are some aspects of the software that users appreciate. However, some users noted that the software is pricey and the UI is dated. They also reported issues with the payment gateway, mobile app design, service experience feedback and somewhat limited integration options, in terms of other social media and chat platforms. All things considered, LiveAgent is a decent live chat software suitable for businesses of all sizes.

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Screenshots

Top Alternatives in Live Chat Software

Chaport
Chatra
Crisp
Drift
Freshchat
Intercom
JivoChat
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LiveChat
Pure Chat
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Zoho SalesIQ

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Head-to-Head Comparison

Olark VS Chaport
Olark VS Chatra
Olark VS Crisp
Olark VS Drift
Olark VS Freshchat
Olark VS Intercom
Olark VS JivoChat
Olark VS LiveAgent
Olark VS LiveChat
Olark VS Pure Chat

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