Olark Live Chat Blog
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.
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.
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.
Introducing Support Driven Exposition (SDX) We've talked before about how ongoing education is a pillar here at Olark. We've set a number of ways to enable teaching within our teams - onboarding, presentations, newsletters, retreats. We really want colleagues to share what they've learned with others.
Introducing the Olark and PeformLine integration There are plenty of reasons why you want to review your transcripts. We've written before about how reviewing customer conversations can give you an advantage to overcoming objections in your sales funnel. It's also valuable in understanding where your chats are originating, so you can understand what pages may need optimizing.