Olark Live Chat Blog

How SupConf went from an idea to a customer support conference

Scott Tran, one of the main organizers of SupConf and founder of Support Driven, and I have been doing monthly coffees for almost two years. Over our usual Philz orders, we would exchange ideas, opinions and suggestions: his from from a product and support perspective; mine from HR and culture. One of the most memorable collaborations resulted in me making drastic changes to Olark’s new hire onboarding process and sharing those ideas with the Support Driven community.

During one of these coffee collaborations Scott asked me a simple question, "What do you think about Support Driven doing a conference?" Thus started a year long journey of seeing this conference grow from an inkling of an idea to SupConf 2016, a conference for support professionals. With less than two weeks to go until the conference, Scott and I chatted again to revisit how this vision has come to fruition.

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Why customers will spend more if you start with a smile

I met Richard Shapiro at a recent CX Meetup in NYC and was reminded that he talks at length about high quality customer service in his book, "The Endangered Customer: 8 Steps to Guarantee Repeat Business." As Internet talk of automated chat and messaging bots hits a fever pitch, I found this portion of his book prescient and, with Richard's permission, wanted to share it with you. -Karl

It all begins with hope.

It may sound obvious, but if you wish to make a human connection with a customer—in person, on the phone, or online—then the most important thing to remember is each individual’s humanity. Human beings come to you with hope in their hearts. They need or want something they haven’t found elsewhere, and they hope you have the answer. Perhaps they are looking for the perfect Valentine’s present, a watch for their son’s graduation, or a gift for friends who just moved into a new home. Your job is to give them hope that they’ve come to a place where their problem or desire will be addressed in a helpful, friendly manner.

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Why marketers should attend International Ecommerce Day

Savvy marketers have a chance to double dip next week - on May 10 and 11 they can attend the Small Business Web Summit, and on May 12 they can virtually attend International Ecommerce Day 2016. Here's a sneak preview of what to expect during this daylong, online event full of some of the top minds in eCommerce...

International Ecommerce Day 2016 is a virtual conference for marketers and managers, conversion optimization pros and business owners. It's a full day of hand-picked programming that will provide actionable tips for shifting from traffic acquisition to customer conversion.International Ecommerce Day 2016 is on May 12. Learn from the industry's best and brightest.

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Is the SMB SaaS market too tough?

One week every year I sit down to reflect on the state of the SMB SaaS market, and I thought I’d share my thoughts with you.

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[Case Study] How The Black Tux does live chat customer support

Before you read further, please take two minutes to read this in-depth article about Olark user, The Black Tux. The article shares insight from The Black Tux on using live chat to train new members of the Customer Service team, and how the team uses chat data to load balance its service efforts. When you're finished reading that article, you can read about my experience with The Black Tux Customer Service team...

I spend a lot of time telling people what it's like talking to businesses that use Olark Live Chat. A few months ago, I got to have that experience firsthand with Olark customer The Black Tux.

I got married on December 31, and YOU'LL NEVER BELIEVE WHAT HAPPENED NEXT...

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13 things to know about building a website

In today's guest post, Chris Pontine, owner and publisher at Creating A Website Today shares some tips on how to easily build an online store, and 13 things that should set your mind at ease about the process.

There are a lot of things to consider when building an online store. Sure, there are questions like, "Should I add live chat?" but in my experience these are the 13 most pressing things to consider first.

Without knowing much about a company and what they offer in the way of eCommerce solutions, it can be very difficult to feel confident in your decision to sell your goods online. By determining the answers to your most pressing questions, you, too, will be on your way to eCommerce success.

Let’s look at the 13 most important things to know when building an online store, shall we?

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[Podcast] How one SaaS company provides Customer Happiness

If you like cat gifs, you're going to want to read on...

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12 unique and effective uses of website pop ups in eCommerce

We've talked before about how to effectively automate a live chat greeting, essentially sending visitors a pop up message. Today's guest post comes from Grant Thomas, Marketing Manager for JustUno, who offers 12 more ways for eCommerce businesses to use website pop ups.

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What to know about Elevate Summit

The Customer Support community is much different from other 'hard' tech communities because of the emotional involvement of the day-to-day work. Support can be very rewarding, but it can also be a grind. In a recent study, 45% of Customer Support professionals found maintaining and improving team morale challenging. (source)

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[eBook] Persuading Customer Support to Sell

Rejoice unhappy cable TV customers: a new law might make it easier for you to cancel your Comcast subscription with just one click.

Why is this important for you as a business owner? Because this proposed law started with a customer who simply wanted to cancel their service. Rather than turn that customer problem into a success story, what followed was a now infamously bad customer support interaction,  which was caused by misaligned sales expectations for Comcast's Customer Support team. 

Here's what happened, and how you can avoid having it happen to you:

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