Inbound Marketing Blog

Olark Live Chat Blog

Best practices on increasing sales and conversions, gathering marketing insights, and providing high quality customer support.

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Customer Support

Customer Service Trends in the Netherlands

The following article comes from Olark contributor Tessa Metselaar at Bynder. Customer care in the Netherlands is at a crossroads. As Rene Djuricek, Owner of Netherlands-based Meesterslijpers says, "The days of customers using only email and telephone to contact businesses are over. Customers want to contact a business the same way they contact their friends and family."

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Customer Support

Making Live Chat Human: Optimization vs. Sentiment Analysis

In Artificial Intelligence, a lot of people extol the ability to automate repetitive tasks. I’m more interested in how AI can enhance human decision making. At RapportBoost.AI, where I’m Co-Founder and Chief Data Scientist, we leverage Artificial Intelligence to help online brands communicate more effectively with their customers via live chat. In this post I’m going to talk about three different AI technologies available to companies to enhance their live chat implementation.

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Customer Support

Emerging Trends in UK Customer Service [Interviews]

What does it take to provide the best customer service in the UK? 10 UK-based SMBs offer their thoughts.

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Customer Support  |  Making Business Human

What being a Mom has taught me about customer service

Hi! I’m Barbara. I’ve been chatting at Olark for over four years now, and I’ve been in various forms of customer service for almost 20. In addition to that I’m a wife, a mom and a human with my own interesting life. Just kidding - my family and work make up most of (and the best parts of) my interesting life. When I first started working at Olark I wanted to chat. All work day, all chat. My boss wasn't sure that was such a good idea.

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Customer Support

Service Standards: The challenge of making them human

The Customer Service team at Olark recently published our first set of service standards, and we’re pretty excited about it! Here we have some of the Olark Customer Service team, frolicking happily on a recent team retreat, including Dennis (holding the paper pad above his head), Emily to his left, Brian to her left, Alicia across from Brian, Rhi getting ready to make notes happen, Sarah listening attentively, and Brooke sporting our retreat hoody from Estes Park.

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Customer Support

How we migrated 500K+ customer cases to Help Scout

When you have a case history in excess of half a million, the thought of switching help desk software can be more than a little daunting. But in June of this year, the Customer Service team at Olark decided to take the plunge. As we undertook this behemoth of a help desk migration, we made a note of some of the things we did to make it go smoothly. Today, we’re sharing our top tips with you!

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