Inbound Marketing Blog

Olark Live Chat Blog

Best practices on increasing sales and conversions, gathering marketing insights, and providing high quality customer support.

Karl Pawlewicz

Karl is the Head of Communications for Olark. Got a good Olark story to tell? Email him: karl@olark.com

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Olark Essentials

Visual canned response examples to make your chats more human

Chat Shortcuts that are visual - because, let's be honest: everyone loves gifs We previously gave you some live chat canned responses examples. These Shortcuts from Olark users provide a nice framework for transactional chat shortcuts. They help your live chat agents respond faster, which keeps average response time down and customer happiness up.

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Olark Essentials

How to reach Olark during our annual company retreat

Starting today (Friday, August 11, 2017) the Olark Customer Support team is headed to Traverse City, MI for Olark's annual company retreat.

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Olark Essentials

Why Support Should be Part of Your Startup Marketing Plan

I'll be the first to admit that I don't know much about customer support. My background is in public relations, as I've talked about before. Yet, as is wont to happen in any startup, my role has expanded since I joined Olark. As I've morphed from 'specialist' to 'marketing generalist,' I feel like I've read a million "how to market your startup" articles. What kind of articles you ask? Try starting with the 'Growth Marketing' section of the Appcues blog. They do a nice job capturing actionable insight. While they often have amazing hints on growth hacking and optimizing different funnels, many articles fail to mention a strategy that may come as a surprise: customer support. Yes, it actually involves humans, but don't be afraid: it will help you improve your product to ensure existing customers stick around longer, and maybe even buy more; and it makes it easier to attract and sell to new customers.  How so? Let's take a look.

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Olark Essentials

Why All Hands Support is beneficial for public relations (Updated)

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.

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Sales and Conversions

5 benefits of using a simple CRM

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.

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Sales and Conversions

What we learned at ConversionXL Live

For me - ConversionXL Live is the best conference we attend all year. More intimate than Hubspot's INBOUND conference, the true power of ConversionXL Live isn't in the sessions we attend, but the connections we make over meals, coffee, cornhole, playing Super Mario Bros., gigantic Jenga, karaoke, brewery visits, or any number of other fun activities featured at the conference.

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