Olark Live Chat Blog
This following article comes from Olark contributor Jack Saville at Bynder Digital Asset Management. Today Jack's sharing current emerging trends for UK customer services, a topic which should prove particularly helpful for those who already have a customer base in the UK or are looking to expand.
[editor's note] The Olark team just got back from SupConf Seattle where we spent the days learning and the evenings hanging with our Support sisters and brothers. It was a lot - from the great food of Seattle, to the inspiring talks, the workshops, the coffee, the coffee, the coffee, the cof...you get it. They have good coffee in Seattle. As we start to mentally unpack it, we want to share what we learned. Peter shared a transcribed version of his AI talk on Medium. And today, Sarah a.k.a. "Betts" shares her key takeaways from SupConf...
Introducing Support Driven Exposition (SDX) We've talked before about how ongoing education is a pillar here at Olark. We've set a number of ways to enable teaching within our teams - onboarding, presentations, newsletters, retreats. We really want colleagues to share what they've learned with others.
Today's blog post comes from Olark user Timesheets.com who shares how businesses can prepare for balancing employee time off requests during the busy holiday shopping season... Congratulations - Black Friday and Cyber Monday are over! But as you know, we're not finished with the holiday shopping season yet. As Jordan Vidra said in a recent Olark holiday ecommerce webinar: "Customer interaction volume at Homage goes up starting with Black Friday and stays high through Christmas, and even after Christmas with returns and exchanges." This sustained increase in customer interactions makes staffing customer service over the next month tricky. Many employees want to take vacation to spend the holidays with friends and family, leaving businesses with fewer staff than is ideal for helping holiday shoppers.
This is part 2 of our holiday shopping season ecommerce webinar series. In part 1, StellaService discusses why retailers are discontinuing email support and instead adding more help on live chat. In today's discussion, Jordan Vidra of Homage talks about how his company creates unique connections with every customer, and how their lean team staffs accordingly to handle the holiday shopping rush. [-Karl]
Do you have enough staff to handle customer service? Are you letting customers fall through the cracks because you can't respond to their questions fast enough? Are you holding back from fully staffing live chat because you need all hands to focus on email or phone?