Olark Live Chat Blog
An essential part of onboarding new customer support operators is teaching them the right way to talk to customers who aren't happy. Today Alex Ivanovs, of CodeCondo and business/startup columnist for Huffington Post, shares some of his tips for handling customer complaints. Difficult customers are part of the business process. Nobody likes dealing with them, but often we have to. It's best to be prepared for these situations - like when a customer is typing in ALL CAPS - as some customers might take it a little bit too far.
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.
Raise your hand if a support agent has ever told you, “Let me escalate this to an engineer…” I think this is a risky tactic for the success of a customer relationship over time. I have an idea how to prevent it and I want to know what you think. Hopefully you're familiar with our practice of All Hands Support. I'm proposing we take that to the next level with 'All Hands Ownership.'
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.