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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

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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Customer Support

Customer Service Trends in Germany

The following article comes from Olark contributor Caroline Klein at Bynder, a digital asset management vendor. German companies are under pressure to adapt their customer service to changing customer needs and expectations. They need to understand the influence of digitization on customer service and review new channels and technologies to understand how German customer care can be improved.

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Blog Feature

Customer Support

How to handle customer complaints effectively

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.

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Customer Support

UK Customer Service Trends

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.

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Customer Support

What happens at SupConf...gets posted on the Olark blog

[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...

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Customer Support

Why ongoing education is vital to a customer support team

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.

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