Now Chatting: The Olark Live Chat Blog

Advice and perspectives on live chat sales, customer service, and building human connections in a digital world.

Customer Support, eCommerce and Retail, Chat Tips

Small business at the holidays: 5 tips to prep for the holiday customer service load

In 2018, holiday ecommerce sales reached $126 billion, with shoppers spending a record $7.9 billion online on Cyber Monday alone. If you own or manage a small business this sudden surge in website traffic can put a lot of pressure on your customer service team; fortunately, though, there are steps you can take to prepare! 

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Customer Support, eCommerce and Retail

Small Business at the Holidays: How to Rock Multiple Customer Service Channels

No question, the holidays are big for your business. Those sales can make up 20-30% of annual revenue. But that spike in business, as you know, comes with a spike in customer service requests! 

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Customer Support, Making Business Human, Chat Tips

Seven quick tips to help you breeze through chats

One of the primary benefits of live chat over other methods of sales or support like email or the phone is the ability to help multiple people quickly and efficiently. Here are seven tips to help make chatting a breezy, pleasant experience for you and your customers!

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Sales and Conversions, Customer Support, Olark Essentials, Chat Tips

New! Capture leads and sales from around the world with the Live Chat Translation PowerUp.

One of the best things about selling online is the opportunity to reach prospective customers anywhere in the world. But if you’re attracting a global audience (yay!), you’ll likely find yourself fielding questions and requests in multiple languages, many of which your chat team doesn’t speak (hrrm).  

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Customer Support, Making Business Human

Five quick tips on how to say no to customers

Saying no to a customer is one of the toughest parts of any sales or support job. Whether you’re telling someone that your product doesn’t have the feature they’re asking for, that their refund period has expired, or that they’re not eligible for a discount, you know you’re letting them down -- which can feel like the opposite of your goal.

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Customer Support

The Future of Customer Service in the UK

This article is the third in our series on Customer Service trends in the United Kingdom. In part 1, our friends at Bynder explored the rise of self-serve business data. In part 2 we discussed the looming impact of Brexit on small businesses. Today we share what small businesses see when they look to the future of customer service in the U.K.

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Customer Support, Making Business Human

How we define Customer Service: The sweet spot between sales and support

In summer 2017, the Olark team decided to focus our brand and product development on a new use case: live chat for sales.

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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

Top benefits of live chat vs. other online communication

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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