TrustRadius: an HG Insights company

Olo Reviews & Insights

Score8.3 out of 10

60 Reviews and Ratings

Get a Demo

Community insights

TrustRadius Insights for Olo are summaries of user sentiment data from TrustRadius reviews and, when necessary, third party data sources.

Business Problems Solved

Olo has become a valuable tool for restaurant brands, offering seamless online ordering and payment options. Users have praised Olo for its ease of use and ability to enhance the customer experience by providing timely pick-up options. The Olo Dashboard allows operators to manage all online ordering channels through one merchant portal, streamlining the order-taking process. With Olo Tablet and Expo software, operators can conveniently integrate their own point-of-sale systems, eliminating the need for separate tablets for each third-party delivery service. Furthermore, Olo's integration with third-party delivery companies bridges the gap and simplifies order acceptance and communication with merchants.

Olo also serves as an effective solution for managing orders across multiple locations, enabling order tracking, early firing of orders, refunds, and order throttling. For restaurant franchises, Olo Daily is an invaluable tool for tracking sales and ensuring operational accuracy across various units. Users have found Olo Rails to be a time-saving feature that seamlessly integrates third-party delivery platforms into the point-of-sale system, improving efficiency and accuracy. Additionally, Olo Pay simplifies payment processing for first-party orders and facilitates tasks like refunds.

The versatility of Olo extends beyond traditional online ordering; it also caters to additional needs such as mealtime ordering, catering services, and mobile teams. Users have found Olo Dispatch to be particularly useful in providing delivery options for customers while facilitating order tracking. Whether it's managing menus, implementing integrated concept kitchens, or troubleshooting any issues that may arise, Olo has established itself as a reliable platform for streamlining operations and enhancing sales in the fast-paced restaurant industry.

However, some users have encountered occasional disconnections and have expressed dissatisfaction with the user-friendliness of troubleshooting emails from Olo. There have been limitations noted in transferring orders to other locations within the same area. Some users have also reported issues with credit card chargebacks and concerns regarding Olo's security measures in detecting fraudulent activity. Nevertheless, overall, Olo has garnered favor among restaurant brands and operators for its ability to consolidate online ordering, simplify payment processes, and provide valuable insights into customer behavior.

Reviews

36 Reviews

Online Ordering has never been easier!

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use Olo to integrate our third-party delivery services for takeout. Olo is used to integrate Aloha, our POS system, Uber, DoorDash, Postmates and GrubHub for Online Ordering. Olo also helps us manage how many orders we can accept based on the number of items ordered as well as allow us to communicate with our third-party delivery merchants on items that are unavailable.

Pros

  • Order Throttling
  • Availability of products
  • Managing Store Hours

Cons

  • How to adjust order throttling
  • Accessing the customer dashboard when inputting new orders
  • Cleaning up the customer database (multiple customer profile with the same information)

Likelihood to Recommend

Great for organizing online ordering and working with third-party merchants i.e. delivery service
VU
Verified User
Manager (1001-5000 employees)
Vetted Review
Olo
2 years of experience

Honest OLo review from a multi-unit, fast-casual restaurant concept.

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Olo is the software that facilitates our 1st party online ordering for both pickup and delivery, as well as our 3rd party order integration so we can receive our 3rd party orders directly to our POS.

Pros

  • Reliable system.
  • Great reporting.
  • Willingness to listen to customer feedback.

Cons

  • Onboarding process can be complicated and time consuming.
  • There are infrequent API issues with the 3rd party DSPs.
  • Building out a group ordering and catering platform for non full service restaurants.

Likelihood to Recommend

If you are a very small operator, it might be best to use another software/hardware combination solution.
SC
Seth Cohen
President in Corporate at Sweetfin (51-200 employees)
Vetted Review
Olo
2 years of experience

the best

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use olo for our online orders and to have them all in one place. love how easy to use it is.

Pros

  • All in one place/ easy to use
  • send email notifcations on changes to orders
  • sends changes when online is not working.

Cons

  • turn of easier
  • let us know big orders earlier
  • Change synic system better.

Likelihood to Recommend

Olo has been consistent and has out performed the other companies.
DC
Derek Chung
GM at Panda Express (10,001+ employees)
Vetted Review
Olo
4 years of experience

Constructive Feedback.

Rating: 9 out of 10
Incentivized

Use Cases and Deployment Scope

We used OLO to manage all of our online and third-party orders. One of the problems we have is that we are unable to transfer orders to another Bibibop in our area when customers place their orders in the wrong location.

Pros

  • Olo handles e-mails really well when we need some support for a technical issue.
  • Easy to locate orders for a customer.
  • Olo is good when requesting a new delivery.

Cons

  • Transfer orders from store to store.
  • Modify existing orders and send to POS again with the correct order.
  • Process refunds with third party deliveries.

Likelihood to Recommend

OLO is very accessible for any team member, even if they don't have much experience with computers.
VU
Verified User
Manager in Sales (501-1000 employees)
Vetted Review
Olo
1 year of experience

OLO review.

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

We use OLO to accept and manage online orders for our restaurants. The only issue I have with OLO is the credit card chargebacks. We have multiple chargebacks, and OLO security does not do a very good job of stopping users from using multiple cards even when they are using the same name, address, and or phone number that has been flagged as fraudulent by us.

Pros

  • Throttling.
  • Sending tickets to the kitchen.
  • Website is easy to navigate.

Cons

  • Fraudulent credit card usage.
  • Throttling is difficult for some to understand.
  • 86ing items can be a little difficult to navigate.

Likelihood to Recommend

OLO is excellent at sending orders to the restaurant and Good at keeping information on orders Website is rarely down OLO is not very good at preventing fraudulent credit card usage.
VU
Verified User
Vice-President (51-200 employees)
Vetted Review
Olo
5 years of experience

Overall great platform. A few additional tools or capabilities would take this platform to the next level.

Rating: 7 out of 10
Incentivized

Use Cases and Deployment Scope

Olo is used daily to track online orders for all providers including third party orders.

Pros

  • Refund capabilities
  • Order look up capabilities
  • Amount of order history stored

Cons

  • Inability to remove items from platform while setting a duration for the removal of said items.
  • Lack of notification for larger orders being placed prior to print time.

Likelihood to Recommend

Olo is a great tool in the restaurant field to track ordering proving refunds and submit complaints for 3rd party or dispatch issues in one simply platform. There are a few things which I mentioned previously that I feel would significantly improve the functionality and versatility of this tool.
VU
Verified User
General Manager in Customer Service (5001-10,000 employees)
Vetted Review
Olo
3 years of experience

Yolo with Olo because it is the only Online Ordering platform you need

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

We use Olo as the nexus of all of our digital ordering across native and third-party platforms. Olo allows us to manage all external ordering contacts under a single plane of glass and allows us to push out changes such as menu changes, hour changes, and location availability to all platforms. It also allows us to manage multiple locations in one shot. Olo Pay allows us to also integrate the payment processing aspect of our first-party orders into the same platform making things like refunds even easier.

Pros

  • Location management
  • Services management
  • Menu management

Cons

  • User management could be better
  • Menu management works but isn't easy
  • Reporting is antiquated but data is available

Likelihood to Recommend

After using a previous integrator, I can safely say I would recommend Olo above the competition. Olo successfully consolidates all platforms for order ingestion thus simplifying the entire process of digital ordering. Trying to do it any other way would simply be foolish. The technology works and there is a great support structure behind the scenes to make sure that if there are any questions, feature requests, or advancements that they get added to the development queue.
VU
Verified User
Director in Information Technology (10,001+ employees)
Vetted Review
Olo
1 year of experience

Olo for the win!

Rating: 10 out of 10
Incentivized

Use Cases and Deployment Scope

Olo assists me in daily averages, sales, and processing refunds for guests which can become complex if they have not ordered through our online service. Olo provide assistance with being able to process a refund outside of that. I typically use Olo daily and all day long. It provides insight into aspects of guests that I wouldn’t typically have which I find fascinating. Olo has become one of my favorite things to look forward to when resolving an issue.

Pros

  • Provides information in a simplistic and non confusing way
  • Never has any issues or is “down”
  • Phenomenal customer support for any issues you do encounter

Cons

  • Just a personal preference but the color scheme could be better

Likelihood to Recommend

Olo always is easy to access, has a wide range of information you can use to find the answer to your question. The delivery of the answer is always simple and easy to read. No complaints here. Great job!!
VU
Verified User
Employee in Information Technology (501-1000 employees)
Vetted Review
Olo
3 years of experience

Olo for the win!

Rating: 8 out of 10
Incentivized

Use Cases and Deployment Scope

Olo is used as the platform for our online orders including 3rd party orders. It allows us to increase sales through online ordering.

Pros

  • Streamlines orders
  • Easy to use
  • Easy to manage from the back end

Cons

  • Some descriptions (ie: "rails") don't always make sense. Use of simpler, more detailed descriptors would be good.
  • More visibility into data on the front end

Likelihood to Recommend

Olo allows us to incrementally increase sales during slow hours and slow seasons of the year. I think it's well suited for integrating with 3rd party delivery companies, which every restaurant should be doing.
VU
Verified User
General Manager in Customer Service (11-50 employees)
Vetted Review
Olo
2 years of experience