HelpDesk vs. Olark features and capabilities — how to choose the best tool for your service?
HelpDesk offers ticketing, automation, reporting, and collaboration tools to streamline the customer support process and ensure timely resolutions. Their software is designed to improve customer satisfaction, boost team productivity, and optimize support operations. Overall, HelpDesk aims to help businesses build stronger customer relationships through exceptional support experiences.
Olark offers automated messaging, targeted messaging, and detailed data and analytics to help enterprises monitor and improve customer interactions. The company also emphasizes building customer relationships and providing excellent customer service. Olark aims to help businesses increase sales, improve customer satisfaction, and build strong client relationships.
Let's compare the features offered by both tools.
HelpDesk features
- Ticketing system: A ticketing system allows users to easily submit technical issues or service requests to the help desk team. Each ticket is logged, assigned a priority level, and tracked until resolved.
- Remote desktop support: Remote desktop support enables help desk agents to connect to a user's computer remotely to troubleshoot issues, provide real-time assistance, and resolve technical problems without needing in-person visits.
- Reporting and analytics: Reporting and analytics tools provide valuable insights into help desk performance metrics such as ticket volume, resolution times, customer satisfaction scores, and agent productivity, allowing organizations to identify trends, monitor performance, and make data-driven decisions.
- Self-service portal: A self-service portal allows users to access a range of resources, submit tickets, track ticket status, and find solutions to common issues without needing to contact the help desk directly, increasing efficiency and reducing the workload on help desk agents.
- Integration with other systems: Integration with other systems such as CRM, WordPress, Webflow, and monitoring tools enables seamless data sharing, enhances collaboration between teams, and streamlines workflows for more efficient issue resolution and customer support.
- Multichannel support: Multi-channel support ensures that users can contact the help desk through various communication channels such as phone, email, chat, or social media, providing flexibility and convenience for users to reach out for assistance in their preferred way.
Olark features
- Real-time chat: Olark lets businesses chat with website visitors in real time, providing immediate assistance and support.
- Customizable chat box: Users can customize the appearance and messaging of the chat box to match their brand and website aesthetics.
- Visitor monitoring: Olark offers visitor monitoring capabilities, allowing users to see which pages a visitor is on, their location, and other helpful information to provide more personalized assistance.
- Automated messages: Users can set up automated messages to engage visitors and offer help at the right moment, increasing the chances of conversion.
- Canned responses: Olark provides canned responses to common questions, allowing users to respond quickly and efficiently to frequently asked queries.
Want to choose the best? Go with HelpDesk
Helpdesk is powerful support tool that is very easy to get started with and is extremely affordable.
Pricing and plans comparison
HelpDesk pricing and plans
HelpDesk offers a flexible pricing structure based on your team's needs. They offer three plans: Team, Business, and Enterprise. You can also try HelpDesk for free during the 14-days trial. Check more information on the pricing page: https://www.helpdesk.com/pricing/
Olark pricing and plans
Olark offersa few pricing plans for its live chat software: https://www.olark.com/pricing
Integrations comparison: HelpDesk vs. Olark
HelpDesk integrations
It's possible to integrate HelpDesk with many tools.
- LiveChat: Integrates with LiveChat to provide seamless real-time customer communication directly from the HelpDesk interface. This allows support agents to handle tickets and live chats in one place, improving response times and customer satisfaction.
- ChatBot: This integration works with ChatBot to automate customer interactions using AI. It enables businesses to set up automated responses, handle common inquiries, and reduce the workload on support teams by filtering and resolving issues without human intervention.
- WordPress: The WordPress integration allows HelpDesk forms to be embedded directly onto WordPress sites. This makes it easy for customers to submit tickets or requests without leaving the website, enhancing user experience and ensuring that support requests are seamlessly captured.
- Zapier: By connecting with Zapier, HelpDesk can integrate with over 3,000 different applications. This integration is highly versatile, allowing businesses to automate tasks, such as syncing customer data between HelpDesk and CRM systems or triggering alerts based on ticket status.
- Slack: The Slack integration sends ticket notifications and updates directly to Slack channels. This allows support teams to stay informed about ticket statuses and collaborate effectively without leaving their preferred communication tool.
- Jira: Integrating HelpDesk with Jira facilitates smooth issue tracking and management for technical teams. Tickets from HelpDesk can be directly linked to Jira issues, enabling better coordination between customer support and development teams.
Olark integrations
- CRM integrations: Olark integrates with popular CRM systems such as Salesforce, HubSpot, and Zoho CRM. It allows businesses to track chat interactions with customers within their CRM platform, allowing for better customer management and communication.
- E-commerce integrations: Olark integrates with popular e-commerce platforms such as Shopify, Magento, and WooCommerce. It allows businesses to engage with customers directly on their online store and provide real-time support and assistance during the shopping process.
- Analytics integrations: Olark integrates with Google Analytics, Mixpanel, and Kissmetrics, among others. It allows businesses to track and analyze chat data alongside other website metrics, providing valuable insights into customer behavior and allowing for data-driven decision-making.
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Read the guideWhat are the key differences between HelpDesk and Olark?
If you need the perfect tool for customer support, choose HelpDesk for its user-friendly interface and efficient ticketing system.
Should I choose HelpDesk or Olark?
HelpDesk is help desk software that manages and organizes customer support tickets, while Olark is live chat software that helps businesses communicate with their customers in real time. Some key differences between the two include:
- Focus: HelpDesk is primarily designed for managing and tracking customer support tickets and inquiries through a ticketing system. In contrast, Olark is focused on providing real time chat support and communication with customers on a website.
- Communication channels: HelpDesk typically offers support through email, phone, and ticket submissions, while Olark enables businesses to communicate with customers through live chat on their website.
- Customization: Olark allows businesses to customize their chat widget to match their branding and style, while HelpDesk offers customization options primarily within the ticketing system interface.
Choosing the best help desk for your business
When choosing the right help desk tool for your business, several factors must be considered. First, consider the size of your business and the level of support you will need. Consider the features and functionality of the help desk tool, such as the ticketing system, automation capabilities, and reporting. Look for a tool that integrates well with your existing systems and software. Consider the cost of the tool and whether it fits within your budget. Finally, consider the reputation and track record of the help desk tool provider to ensure you are getting a reliable and effective solution for your business.
How to Transition Smoothly to a HelpDesk Tool
Transitioning to a new helpdesk tool can be challenging, but with careful planning and execution, you can ensure a smooth migration of your tickets and data.
Migrate to HelpDesk
We're here to support you during the entire migration process, offering information about any related costs and, if possible, covering them for you.
