It's simple. There is a low barrier to entry for new users. I wish it could do more in terms of sending content to the user, but it's reliable and it works.

Chats still go through when no users are active on the site, so we can still see who reached out to us when we weren't in the office and attempt to follow up with them.

A major perk of Olark is the ability to search past conversations. This allowed us to follow up with customers after the chat. Additionally, we learned more about the needs of our customers and were able to identify trends that influenced our priorities. Another bonus is its integration with Zendesk, which we were using already for offline support.