Olark Live Chat Blog
The following article comes from Olark contributor Caroline Klein at Bynder, a digital asset management vendor. German companies are under pressure to adapt their customer service to changing customer needs and expectations. They need to understand the influence of digitization on customer service and review new channels and technologies to understand how German customer care can be improved.
Starting today (Friday, August 11, 2017) the Olark Customer Support team is headed to Traverse City, MI for Olark's annual company retreat.
You may have noticed the new Olark homepage with the credo, "Make your business human." As part of this new look and feel, we've asked our friends to share how they make their business human. Today we hear from Nathan Kontny of Highrise. I'm sure you've heard: It's never been easier to start a business. But with all that ease, there's even more and more competition. It's harder to stand out, even harder to stay relevant. What do we do?
All Hands Support is our way of getting everyone on the team to contribute to customer support. It means that every week, every team member, even me, the PR guy, logs on for a three hour customer support shift. Sometimes it's easy - a few questions about pricing or automated chat rules. Sometimes it means handling customer complaints effectively - using what I know about customer relations to ensure that a frustrated customer gets the help they need. I realize that might seem a little crazy - for Olark and for me - to hand over the ‘keys to the car’ for three hours, but in reality it’s invaluable, for both of us.
An essential part of onboarding new customer support operators is teaching them the right way to talk to customers who aren't happy. Today Alex Ivanovs, of CodeCondo and business/startup columnist for Huffington Post, shares some of his tips for handling customer complaints. Difficult customers are part of the business process. Nobody likes dealing with them, but often we have to. It's best to be prepared for these situations - like when a customer is typing in ALL CAPS - as some customers might take it a little bit too far.
What's a CRM? When we use the term it typically means a customer relationship management (CRM) platform - a piece of software that makes it easy to get an at-a-glance view of every interaction a customer has with your business. (Read more about CRMs here.) CRM platforms range in complexity, from Salesforce which comes with lots of sophisticated features to categorize and track interactions, to platforms that are straightforward and simple. If you're using live chat software on your website, start by integrating it with a simple CRM. This is the easiest way to ensure customer conversations are shared across your entire organization, and to understand what features you actually need.