Olark Live Chat Blog
If you like cat gifs, you're going to want to read on...
The Customer Support community is much different from other 'hard' tech communities because of the emotional involvement of the day-to-day work. Support can be very rewarding, but it can also be a grind. In a recent study, 45% of Customer Support professionals found maintaining and improving team morale challenging. (source)
Getting frustrated on customer support is something that happens. Heck, sometimes I get overwhelmed and frustrated when I get two chats at once and they're not both asking, "Where is your pricing page?" DO I LOOK LIKE I HAVE ALL THE ANSWERS PEOPLE? I digress...
Nick Oliverio is one of only a few Olarkers who straddles the line between support and sales. He's also held sales positions with other companies before becoming the Chief Support Ninja at Olark. Nick has a unique perspective on what it takes to be successful at both support and sales. While the two worlds are seemingly unrelated, as Nick explains in this interview, support has made him a better salesperson, and sales has changed his approach to customer support.
"I'll be honest - my first thought was, 'What has Marketing done?'" Just before Thanksgiving, we sent an email to our customers to notify them of our reduced hours on chat support. Unfortunately, as it was our first time out with a new piece of software, we made a few mistakes, which resulted in...about a month's worth of email volume in under an hour.
The following is an excerpt from The Cyber Monday Survival Manual. With more customers comes more typing. And the time you spend typing your holiday hours for the 20th time, could be time spent helping another customer buy something new. Canned responses help solve that problem.