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

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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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 platform.

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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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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Customer Support

How to handle customer complaints effectively - Avoid escalation

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.'

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Customer Support

How to manage Customer Service during the holidays

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.

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