--- title: Speak by Olark (18) description: Tips on live chat sales, customer service, and building human connections from one of the Internet’s top live chat providers. (18) --- - [Interested in live chat? Check out Olark.](https://www.olark.com/) [![Speak: A Blog by Olark](https://blog.olark.com/hubfs/speak-logo-300-01.png "Speak: A Blog by Olark")](https://blog.olark.com) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/JustUno_Article/us_patriot_tactical_exit_intent.png?width=840&height=460&name=us_patriot_tactical_exit_intent.png)](https://blog.olark.com/12-unique-and-effective-uses-of-website-pop-ups-in-ecommerce) ## [12 unique and effective uses of website pop ups in eCommerce](https://blog.olark.com/12-unique-and-effective-uses-of-website-pop-ups-in-ecommerce) By [Grant Thomas](https://blog.olark.com/author/grant-thomas) *We've talked before about [how to effectively automate a live chat greeting](https://blog.olark.com/how-clever-greeters-increase-conversion-rates), essentially sending visitors a pop up message. Today's guest post comes from [Grant Thomas](https://twitter.com/gsthomas22), Marketing Manager for [JustUno](https://www.justuno.com/), who offers 12 more ways for eCommerce businesses to use website pop ups.* [Read More](https://blog.olark.com/12-unique-and-effective-uses-of-website-pop-ups-in-ecommerce) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/jordan_munson_wistia_userconf2.png?width=840&height=460&name=jordan_munson_wistia_userconf2.png)](https://blog.olark.com/what-is-elevate-summit) ## [What to know about Elevate Summit](https://blog.olark.com/what-is-elevate-summit) By [Nick Oliverio](https://blog.olark.com/author/nick-oliverio) 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](http://www.slideshare.net/kayako/four-revealing-insights-into-the-customer-support-industry-for-2016-57017533/15-1_Burnout_is_a_real)) [Read More](https://blog.olark.com/what-is-elevate-summit) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/image00-1.png?width=840&height=460&name=image00-1.png)](https://blog.olark.com/churn-is-killing-your-saas-business) ## [Why Churn is killing your SaaS business](https://blog.olark.com/churn-is-killing-your-saas-business) By [Sunir Shah](https://blog.olark.com/author/sunir-shah) *This article is a prequel to my eBook, "[Persuading Customer Support to Sell](https://www.producthunt.com/books/ebook-persuading-customer-support-to-sell)." In the book, I share how to get Support to contribute to sales in a non-salesy way. Why should they do this? Because it helps you fight churn, and churn is slowly but surely killing your business.* Customer Support doesn't bring in new sales prospects - they prevent churn. They're talking to customers after the purchase to ensure customers are happy. If they're not, then they work to quickly help or appease them so they're either happy again, or not mad enough to leave.  When a customer leaves you, this is [churn](https://en.wikipedia.org/wiki/Churn_rate). Churn is people falling out of love with your company. Churn is the biggest problem for the lifetime value of a customer. [Read More](https://blog.olark.com/churn-is-killing-your-saas-business) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/_MG_9207.jpg?width=840&height=460&name=_MG_9207.jpg)](https://blog.olark.com/how-not-to-get-frustrated-on-customer-support) ## [How not to get frustrated on customer support \[Podcast\]](https://blog.olark.com/how-not-to-get-frustrated-on-customer-support) By [Karl Pawlewicz](https://blog.olark.com/author/karl-pawlewicz) Getting frustrated at work happens to everyone, and [everyone should prepare their own survival tactics for feeling overwhelmed or frustrated](http://www.success.com/blog/7-survival-tactics-for-when-you-feel-overwhelmed-at-work). When your work is customer support, and your job is to wear a happy face while dealing with angry customers, well it can be challenging to say the least. Heck, sometimes I get overwhelmed and frustrated when I get two chats at once and they're not both asking, "Where is your pricing page?" DO I LOOK LIKE I HAVE ALL THE ANSWERS PEOPLE? I digress... [Read More](https://blog.olark.com/how-not-to-get-frustrated-on-customer-support) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/angry_bird.jpg?width=840&height=460&name=angry_bird.jpg)](https://blog.olark.com/what-new-olark-users-should-learn-first) ## [What new Olark users should learn first (Don't be Lucy)](https://blog.olark.com/what-new-olark-users-should-learn-first) By [Brooke Gosden](https://blog.olark.com/author/brooke-gosden) *Lucy's story is not unique to those of us providing Olark support. We wish we could have helped Lucy get started on the right foot, and saved her some frustration - her bad day on chat could have been avoided had she taken a few small steps! The names and events you're about to read have been changed to protect the Olark innocent.* [Read More](https://blog.olark.com/what-new-olark-users-should-learn-first) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/sendwithus_team.jpg?width=840&height=460&name=sendwithus_team.jpg)](https://blog.olark.com/guarding-against-social-engineering-attacks) ## [Effective Olark API Use: Guarding against social engineering attacks](https://blog.olark.com/guarding-against-social-engineering-attacks) By [Matthew Harris](https://blog.olark.com/author/matthew-harris) *Our friend, [Matthew Harris](https://twitter.com/mrmch) is the founder of [sendwithus](https://www.sendwithus.com/). He recently wrote an article for Venturebeat about [social engineering](http://venturebeat.com/2016/01/23/if-your-web-site-offers-live-chat-be-prepared-for-hackers/) - using a human interaction, like live chat, to trick people into providing security information.* *In this follow-up article, Matt explains how the extra data his team populates in the olark UI helps identify customers and mitigate the risk of an intrusion via chat.* [Read More](https://blog.olark.com/guarding-against-social-engineering-attacks) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/garbage_xmas_tree.jpg?width=840&height=460&name=garbage_xmas_tree.jpg)](https://blog.olark.com/retail-lessons-for-online-holiday-shopping-2016) ## [Retail lessons for 2016](https://blog.olark.com/retail-lessons-for-online-holiday-shopping-2016) By [Karl Pawlewicz](https://blog.olark.com/author/karl-pawlewicz) February might seem a bit late to reflect on the holiday shopping season, but [many SMBs say their holiday season actually ends in January](http://www.stitchlabs.com/blog/2015-retail-holiday-season-data-trends). Now that we're actually clear of the holiday rush, I checked in again with a few Olark customers who signed up for our Cyber Monday Survival Kits this year. I wanted to know - "What did you learn this holiday shopping season?" [Read More](https://blog.olark.com/retail-lessons-for-online-holiday-shopping-2016) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/2016/All%20Caps%20Customers/pepe-nero-229539.jpg?width=840&height=460&name=pepe-nero-229539.jpg)](https://blog.olark.com/how-to-handle-customer-complaints-effectively-all-caps) ## [How to handle customer complaints effectively: USING CAPS IN CHAT](https://blog.olark.com/how-to-handle-customer-complaints-effectively-all-caps) By [Lindsay Elia](https://blog.olark.com/author/lindsay-elia) When learning how to handle customer complaints effectively, you have to be prepared for the customer typing in all caps.  Dealing with these customers, especially on live chat, is an art. Some times customers have a problem and need to blow off some steam, and they're going to blow that steam off in the face of the first person they can reach on live chat.  Is it fun? No. Does it happen? Yes, some times. Can they be reasoned with? Absolutely. An Olark user recently asked me the following: *"If you had a customer who was talking to you in all caps and that customer clearly isn't mad, would you ask him to politely turn off caps?"* My response? "No. I would continue the conversation and not call attention to the fact that the customer was using all caps." [Read More](https://blog.olark.com/how-to-handle-customer-complaints-effectively-all-caps) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/Shopify_Masters.png?width=840&height=460&name=Shopify_Masters.png)](https://blog.olark.com/personalization-in-shopify-stores) ## [Why Shopify store owners should focus on personalization in 2016](https://blog.olark.com/personalization-in-shopify-stores) By [Felix Thea](https://blog.olark.com/author/felix-thea) *In December, I (Karl) had the opportunity to sit down for coffee with Felix Thea - host of the [Shopify Masters podcast](https://www.shopify.com/blog/topics/podcasts) and founder of [TrafficAndSales.com](http://trafficandsales.com/?utm_source=olark&utm_medium=guest_post&utm_campaign=guest_post). Through his podcast, Felix has talked with hundreds of different store owners and has a few thoughts on the trends of 2016, particularly a renewed focus on personalization.* As someone who interacts with the [Shopify](https://www.shopify.com) community on a regular basis, I'm always looking at how the eCommerce ecosystem is driving innovation for online retailers. [Read More](https://blog.olark.com/personalization-in-shopify-stores) [![featured image](https://blog.olark.com/hs-fs/hubfs/Blog_Images/2015/Clever%20Greeters/jon-tyson-224556.jpg?width=840&height=460&name=jon-tyson-224556.jpg)](https://blog.olark.com/how-clever-greeters-increase-conversion-rates) ## [How clever automated live chat messages increase conversion rates](https://blog.olark.com/how-clever-greeters-increase-conversion-rates) By [Johnathan Dane](https://blog.olark.com/author/johnathan-dane) *Today's post comes from Johnathan Dane, founder of [KlientBoost](https://klientboost.com/). His company got some surprising results after experimenting with the Olark [Greeter](https://www.olark.com/extensions/greeter)...* If you're like me, you already have a healthy list of 'to dos' you're working through to grow your business  — all the the latest and greatest marketing tips and tricks from across the Internet. And if you're like me, there just isn't enough time in the day to put all of these new marketing discoveries to use. You want something that will get results, but you're not sure where to start. [Read More](https://blog.olark.com/how-clever-greeters-increase-conversion-rates) [Previous](https://blog.olark.com/page/17) [All posts](https://blog.olark.com/all) [Next](https://blog.olark.com/page/19) [![Olark logo](https://blog.olark.com/hubfs/assets/logos/Olark-logo-navy.svg)](https://blog.olark.com/) - [Facebook](https://www.facebook.com/olarklivechat/) - [Twitter](https://twitter.com/olark) - [Instagram](https://www.instagram.com/olarklivechat/) - [LinkedIn](https://www.linkedin.com/company/469764/) ## Product - [Pricing](https://olark.com/pricing) - [Chatbots](https://olark.com/chatbot-copilot) - [Features](https://olark.com/features) - [Integrations](https://olark.com/integrations) - [Product Tour](https://olark.com/product-tour) - [Case Studies](https://olark.com/case-studies) ## Support - [FAQ](https://olark.com/faq) - [Help Center](https://olark.com/help) - [Getting Started](https://olark.com/help/getting-started) - [Troubleshooting](https://olark.com/categories/tool-tip) - [JavaScript API](https://olark.com/api) ## About - [Our Team](https://olark.com/about) - [Our Values](https://olark.com/values) - [Become an Olarker](https://olark.com/jobs) ## Connect with us - [Speak: The Olark Blog](https://blog.olark.com) - [Our Guide to Remote Work](https://olark.com/tips-for-remote-managers-and-going-remote-guide) - [Become a Partner](https://olark.com/partners) - [Contact Us](https://olark.com/contact) - [Terms of Service](https://olark.com/tos) - [Privacy Policy](https://olark.com/privacy-policy) - [GDPR](https://olark.com/help/gdpr) - [Accessibility](https://olark.com/ada-accessible-live-chat) - [Statement of Action](https://blog.olark.com/statement-of-solidarity-and-action-for-black-lives-matter) [![Olark logo](https://blog.olark.com/hubfs/assets/logos/Olark-logo-navy.svg)](https://blog.olark.com/) - [Facebook](https://www.facebook.com/olarklivechat/) - [Twitter](https://twitter.com/olark) - [Instagram](https://www.instagram.com/olarklivechat/) - [LinkedIn](https://www.linkedin.com/company/469764/) Product - [Pricing](https://olark.com/pricing) - [Chatbots](https://olark.com/chatbot-copilot) - [Features](https://olark.com/features) - [Integrations](https://olark.com/integrations) - [Product Tour](https://olark.com/product-tour) - [Case Studies](https://olark.com/case-studies) Support - [FAQ](https://olark.com/faq) - [Help Center](https://olark.com/help) - [Getting Started](https://olark.com/help/getting-started) - [Troubleshooting](https://olark.com/categories/tool-tip) - [JavaScript API](https://olark.com/api) - [Hire an Expert](https://olark.com/partners-directory) About - [Our Team](https://olark.com/about) - [Our Values](https://olark.com/values) - [Become an Olarker](https://olark.com/jobs) Connect with us - [Speak: The Olark Blog](https://blog.olark.com) - [Our Guide to Remote Work](https://olark.com/tips-for-remote-managers-and-going-remote-guide) - [Become a Partner](https://olark.com/partners) - [Contact Us](https://olark.com/contact) - [Terms of Service](https://olark.com/tos) - [Privacy Policy](https://olark.com/privacy-policy) - [GDPR](https://olark.com/help/gdpr) - [Accessibility](https://olark.com/ada-accessible-live-chat) - [Statement of Action](https://blog.olark.com/statement-of-solidarity-and-action-for-black-lives-matter) {{ footer\_js() }} {{ js\_integration\_body\_end() }} {% if "hs-landing-page" in builtin\_body\_classes %} {% endif %} {% endif %} [Questions? Feedback?](https://www.olark.com/site/9353-431-10-4341/contact) powered by [Olark live chat software](http://www.olark.com?welcome)