Olark Live Chat Blog

The Olark team of contributors share best practices on increasing sales and conversions, gathering marketing insights, and providing high quality customer support.

Blog Feature

Customer Support

How SupConf went from an idea to a customer support conference

Scott Tran, one of the main organizers of SupConf and founder of Support Driven, and I have been doing monthly coffees for almost two years. Over our usual Philz orders, we would exchange ideas, opinions and suggestions: his from from a product and support perspective; mine from HR and culture. One of the most memorable collaborations resulted in me making drastic changes to Olark’s new hire onboarding process and sharing those ideas with the Support Driven community. During one of these coffee collaborations Scott asked me a simple question, "What do you think about Support Driven doing a conference?" Thus started a year long journey of seeing this conference grow from an inkling of an idea to SupConf 2016, a conference for support professionals. Before the conference happened on May 23 and 24, Scott and I chatted again to revisit how this vision has come to fruition.

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Blog Feature

Customer Support

Why customers will spend more if you start with a smile

I met Richard Shapiro at a recent CX Meetup in NYC and was reminded that he talks at length about high quality customer service in his book, "The Endangered Customer: 8 Steps to Guarantee Repeat Business." As Internet talk of automated chat and messaging bots hits a fever pitch, I found this portion of his book prescient and, with Richard's permission, wanted to share it with you. -Karl It all begins with hope. It may sound obvious, but if you wish to make a human connection with a customer—in person, on the phone, or online—then the most important thing to remember is each individual’s humanity. Human beings come to you with hope in their hearts. They need or want something they haven’t found elsewhere, and they hope you have the answer. Perhaps they are looking for the perfect Valentine’s present, a watch for their son’s graduation, or a gift for friends who just moved into a new home. Your job is to give them hope that they’ve come to a place where their problem or desire will be addressed in a helpful, friendly manner.

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Blog Feature

Customer Support  |  Olark Customers

[Case Study] How The Black Tux does live chat customer support

Before you read further, please take two minutes to read this in-depth article about Olark user, The Black Tux. The article shares insight from The Black Tux on using live chat to train new members of the Customer Service team, and how the team uses chat data to load balance its service efforts. When you're finished reading that article, you can read about my experience with The Black Tux Customer Service team... I spend a lot of time telling people what it's like talking to businesses that use Olark Live Chat. A few months ago, I got to have that experience firsthand with Olark customer The Black Tux. I got married on December 31, and YOU'LL NEVER BELIEVE WHAT HAPPENED NEXT...

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Blog Feature

Customer Support

What to know about Elevate Summit

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)

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Blog Feature

Customer Support  |  New Olark Users

[Podcast] How not to get frustrated on customer support

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...

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