A lot of organizations tell us that their Salesforce CRM is their source of truth. “If it’s not in Salesforce, it didn’t happen.” Unfortunately, some organizations don’t have a Salesforce integration with their live chat platform, so not all of the truth actually gets back into their system.
Live chat and business-to-business (B2B) companies haven’t been friends as long as other sectors like business-to-consumer (B2C). At my last B2B company, we had our quote forms and email support. And we went on Twitter if we wanted to be *really* fast at responding!
In 2018, holiday ecommerce sales reached $126 billion, with shoppers spending a record $7.9 billion online on Cyber Monday alone. If you own or manage a small business this sudden surge in website traffic can put a lot of pressure on your customer service team; fortunately, though, there are steps you can take to prepare!
No question, the holidays are big for your business. Those sales can make up 20-30% of annual revenue. But that spike in business, as you know, comes with a spike in customer service requests!
One of the primary benefits of live chat over other methods of sales or support like email or the phone is the ability to help multiple people quickly and efficiently. Here are seven tips to help make chatting a breezy, pleasant experience for you and your customers!
One of the best things about selling online is the opportunity to reach prospective customers anywhere in the world. But if you’re attracting a global audience (yay!), you’ll likely find yourself fielding questions and requests in multiple languages, many of which your chat team doesn’t speak (hrrm).
Saying no to a customer is one of the toughest parts of any sales or support job. Whether you’re telling someone that your product doesn’t have the feature they’re asking for, that their refund period has expired, or that they’re not eligible for a discount, you know you’re letting them down -- which can feel like the opposite of your goal.
This article is the third in our series on Customer Service trends in the United Kingdom. In part 1, our friends at Bynder explored the rise of self-serve business data. In part 2 we discussed the looming impact of Brexit on small businesses. Today we share what small businesses see when they look to the future of customer service in the U.K.
In summer 2017, the Olark team decided to focus our brand and product development on a new use case: live chat for sales.
The vast majority of questions we get at Olark are pretty simple, or at least quick for our talented team to resolve. A few times a day we get questions that are mind-boggling, unusual, new, or just plain hard to figure out. We have some unique and not-so unique strategies to unravel tough problems and reduce the wait time for our customers, all while thriving as a remote team. Let’s follow the path of one of these questions to see what happens!