We have Olark set up for our Real Estate sites. It works well, more stable than zopim. However, there are a few things we really want to change.
1. Sometimes, our chat operator will be chatting, and all of a sudden the chat will be replaced by a different visitor. As if there were not an extra bot available to answer the request. We've lost a few chats because of this, and would really like to change the way this works so no more chats are lost.
2. In any of the chat platforms, each time the visitor sends a message, the message received contains all of the visitor information as their screen name. As a result there's way too much text on the screen and it becomes hard to read. I would rather have our operator type !info to see the necessary info for the visitor when it's needed.