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!
It's officially November — which means it's time to get ready for holiday shopping season!
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.
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…
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!
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.
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).
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!
You know the feeling: you’re on a chat with a customer, and trying to explain exactly where the “Add More” button is.
Question: Help! What should I do when I get an issue I can’t resolve in chat?