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, 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

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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Customer Support

Service Standards: The challenge of making them human

The Customer Service team at Olark recently published our first set of service standards, and we’re pretty excited about it!

Here we have some of the Olark Customer Service team, frolicking happily on a recent team retreat, including Dennis (holding the paper pad above his head), Emily to his left, Brian to her left, Alicia across from Brian, Rhi getting ready to make notes happen, Sarah listening attentively, and Brooke sporting our retreat hoody from Estes Park.
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