Now Chatting: The Olark Live Chat Blog

Advice and perspectives on live chat sales, customer service, and building human connections in a digital world.

Sarah Betts

Sarah Betts
Sarah is a Feels Herder at Olark where she focuses on understanding the customer experience. She lives in Oregon where she collects mason jars and manages a bustling house where the kids and the holes in the wall are mostly hers.
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Recent Posts

Olark Essentials, Making Business Human, Remote Work

Olark Company Retreat 2018. Where are the Olarkers?

You’ve probably heard that Olark is a 100% remote company, and that we have some cool ways to connect virtually. Once a year, we get the whole crew (and families) together for an annual retreat. Retreat 2018 starts tomorrow, Saturday August 25.

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Olark Essentials, Making Business Human, Chat Tips

Our top 6 live chat tips for small businesses

Running a small business is just like running any other business, right?

Er, well, not always. We get it — Olark is a small, bootstrapped company, so we know that while working with a small team can be incredibly rewarding, it’s also quite challenging at times.

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Making Business Human, Mental Health

How Olarkers #Chill

Self care is a critical component of mental health. Because it’s so important, we’ve put the value of Chill at the top of our list of values. The wonderful thing about caring for yourself is that you get to choose what works best for you!

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Making Business Human, Mental Health

Build Your Own Support Survival Kit

If you work in sales or support, you know the importance of empathizing with your customers and leads. You may also be familiar with that fatigued feeling at the end of the day (or sometimes by 9am!) of expending all your empathy on others and having very little left for yourself. Building a simple kit based on the 5 senses will help you recover and prepare for the next interaction before you can calculate the cost of a 2 week trip to Bali.

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Making Business Human, Chat Tips

6 Tips for Chat Routing and Filtering

Once your team has grown beyond one or two chat agents, you may want to start filtering chats and making sure they are routed to right person or team. Olark makes it easy!

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Making Business Human, Remote Work

Creating remote watercooler moments

Are remote teams doomed to failure? Is it possible to build a positive team culture when everyone is distributed?

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Making Business Human

Nominate your service team for a Sweet Support prize!

Celebrating with candy is an Olark tradition. We call it Sweet Support. As part of our monthly newsletter, the support team chooses an Olarker (or two or three) who has gone above and beyond for our customers. They get a box of treats to enjoy as a fun way to show our appreciation. Anyone at Olark can receive a Sweet Support package in the mail.

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Making Business Human, Remote Work

How to find a remote job in 6 steps

I remember when I was first starting my search for a remote job. It was intimidating! Limited resources. Lack of support. Difficult to maneuver through jobs that were fully remote vs. those that allowed “some” work from home. I eventually found the perfect fit at Olark and it’s been amazing for my family, my life, and my sanity.

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Customer Support, Making Business Human, Remote Work

How does a fully remote team work through tricksy support situations?

The vast majority of questions we get at Olark are pretty simple, or at least quick for our talented team to resolve. A few times a day we get questions that are mind-boggling, unusual, new, or just plain hard to figure out. We have some unique and not-so unique strategies to unravel tough problems and reduce the wait time for our customers, all while thriving as a remote team. Let’s follow the path of one of these questions to see what happens!

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50+ Ways Olark can help you level up sales and support in 2018

It’s a new year, with new goals. Completing all those new goals can feel overwhelming. Where will you find the time? The resources? The creative zeal?

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