Olark Live Chat 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  |  Making Business Human  |  Remote Work

How does a fully remote team work through tricksy support situations?

The vast majority of questions we get at Olark are pretty simple, or at least quick for our talented team to resolve. A few times a day we get questions that are mind-boggling, unusual, new, or just plain hard to figure out. We have some unique and not-so unique strategies to unravel tough problems and reduce the wait time for our customers, all while thriving as a remote team. Let’s follow the path of one of these questions to see what happens!

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Customer Support  |  Making Business Human

What are the benefits of live chat compared to other forms of messaging?

When Olark was founded, way back in 2009, most businesses offered one of two basic online communication options: email and web forms. There have been a lot of changes since then! Today, businesses communicate with customers not just via live chat, but also via online messaging, social media, and more.

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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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