Olark Live Chat Blog

Retail lessons for 2016

February might seem a bit late to reflect on the holiday shopping season, but many SMBs say their holiday season actually ends in January.

Now that we're actually clear of the holiday rush, I checked in again with a few Olark customers who signed up for our Cyber Monday Survival Kits this year. I wanted to know - "What did you learn this holiday shopping season?"

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Why Shopify store owners should focus on personalization in 2016

In December, I (Karl) had the opportunity to sit down for coffee with Felix Thea - host of the Shopify Masters podcast and founder of TrafficAndSales.com. Through his podcast, Felix has talked with hundreds of different store owners and has a few thoughts on the trends of 2016, particularly a renewed focus on personalization.

As someone who interacts with the Shopify community on a regular basis, I'm always looking at how the eCommerce ecosystem is driving innovation for online retailers.

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[Podcast] How customer support benefits sales, and vice versa

Nick Oliverio is one of only a few Olarkers who straddles the line between support and sales. He's also held sales positions with other companies before becoming the Chief Support Ninja at Olark.

Nick has a unique perspective on what it takes to be successful at both support and sales. While the two worlds are seemingly unrelated, as Nick explains in this interview, support has made him a better salesperson, and sales has changed his approach to customer support. 

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3 Predictions for 2016: Why More Small Businesses Will Adopt Sales and Marketing Software

Today's guest post comes from Brian Kelly, VP of Product at Nutshell, who explains why end users—not just managers—are the new decision makers for business software purchases. Spoiler alert: vendors are listening...

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Guru's Guide to Live Chat: How do I control how many chats I get?

I recently had an "angsty" conversation with one of our customers whose customer support team being overwhelmed with chats. Lucky for this customer, there are two very easy (and one more advanced) solutions to this issue. And lucky for you, the reader, I'm going to share them here.

If you're considering live chat, or just getting it up and running on your site, this is a common concern: How do I keep from being overwhelmed by customer chats?

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3 Predictions for 2016: Technology Meets Customer Experience

Today’s guest post comes from Brent Summers who is the Director of Content Marketing at Segment

In reflecting on this past year, one of the most notable trends we saw was a focus on enhanced customer experiences. Most consumer experiences with brands begin passively, often online when friends share opinions about products and services over social media.

Once a consumer chooses to express their interest - a click, a like, a retweet, etc. - brands now have a plethora of active ways to escalate a 'passive' relationship, and that is the beginning of the 'customer experience.'

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How to reach Olark during the 2015 holidays

Happy Holidays, from Olark. An update on our support hours over the upcoming holidays.

I can't believe we're about to close the books on 2015. Where did the time go?

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[Podcast] On email support, a no good, very bad day...

"I'll be honest - my first thought was, 'What has Marketing done?'"

Just before Thanksgiving, we sent an email to our customers to notify them of our reduced hours on chat support. 

Unfortunately, as it was our first time out with a new piece of software, we made a few mistakes, which resulted in...about a month's worth of email volume in under an hour. 

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How a SaaS company evolves its front-end tech stack

If you’ve done any sort of front-end engineering work over the past few years you’ve more than likely been inundated by the sheer volume of new technologies at your disposal. From Backbone.js to React, the rate at which new front-end technologies come out is rapid enough to make anyones head spin.

Staying abreast of the latest front-end technologies is hard, but determining which are suitable for your team and product is even harder. Here at Olark our front-end technology stack has evolved quite a bit over the past few years. From our early days of using vanilla JavaScript, to wrestling with large scale Backbone.js apps, to where we’ve landed today with React and Flux, our front-end stack has continuously evolved.

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Increase sales on your Shopify store for Christmas

Today Richard Protheroe of Veeqo provides a few easy steps to optimize your Shopify store to capitalize on end of year sales.

From Thanksgiving right through to New Year's Eve, ecommerce retailers have as many as 10 big shopping days to prepare their store for. It’s no surprise then that sales for retailers in the months of November and December can equate to up to 40% of overall sales for the year.

Understandably it can be a very stressful time for store owners, but ultimately very rewarding. This is especially true for Shopify users who have a plethora of apps and add ons at their disposal to help increase sales, as well as some general ways to increase traffic and sales over this holiday period.

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