Now Chatting: The Olark Live Chat Blog

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

Customer Support, eCommerce and Retail, Chat Tips

Small business at the holidays: 5 tips to prep for the holiday customer service load

In 2018, holiday ecommerce sales reached $126 billion, with shoppers spending a record $7.9 billion online on Cyber Monday alone. If you own or manage a small business this sudden surge in website traffic can put a lot of pressure on your customer service team; fortunately, though, there are steps you can take to prepare! 

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Olark Essentials, eCommerce and Retail, Chat Tips

Holiday shopping, PowerUps, and you

It's officially November — which means it's time to get ready for holiday shopping season!

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Olark Customers, Chat Tips

How an ISO Certified Company Uses Live Chat

Question: What do industries like auto, supply, and manufacturing have in common?
Answer: They’ve been around a heck of a lot longer than live chat.

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Sales and Conversions, Olark Essentials, Chat Tips

New: Save customer insights — and put ‘em to work! — with Notes

Every time you interact with a lead or customer on chat, you learn something new about their goals, preferences, and priorities. From the seemingly minor (e.g., shipping preferences) to the sales and marketing “jackpot” (e.g., a detailed summary of a customer’s motivations for using your product), quick access to customer information can be a game-changer for growing your business…

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Customer Support, Making Business Human, Chat Tips

Seven quick tips to help you breeze through chats

One of the primary benefits of live chat over other methods of sales or support like email or the phone is the ability to help multiple people quickly and efficiently. Here are seven tips to help make chatting a breezy, pleasant experience for you and your customers!

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Olark Essentials, Making Business Human, Chat Tips

Our top 7 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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Sales and Conversions, Customer Support, Olark Essentials, Chat Tips

New! Capture leads and sales from around the world with the Live Chat Translation PowerUp.

One of the best things about selling online is the opportunity to reach prospective customers anywhere in the world. But if you’re attracting a global audience (yay!), you’ll likely find yourself fielding questions and requests in multiple languages, many of which your chat team doesn’t speak (hrrm).  

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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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Chat Tips

Improve your customer experience with the new Visitor Cobrowsing PowerUp

You know the feeling: you’re on a chat with a customer, and trying to explain exactly where the “Add More” button is.

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Making Business Human, Chat Tips

What Would Barbara Do: Best practices in escalating an issue

Question: Help!  What should I do when I get an issue I can’t resolve in chat?

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