Now Chatting: The Olark Live Chat Blog

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

Chat Tips, Making Business Human

6 Tips for Chat Routing and Filtering

Once your team has grown beyond one or two chat agents, you may want to start filtering chats and making sure they are routed to right person or team. Olark makes it easy!

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Making Business Human, Remote Work

Managing a successful customer service team: How to prioritize like a farmer

This is the second post in Rhoda’s Tips from a Farmer series. Read her first post on working smarter, not harder.

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Making Business Human, Customer Support

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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Making Business Human

A public apology to our otherworldly customers

By Auxli

At Olark, we deeply value inclusion and diversity. It has recently come to our attention that our motto “Make Business Human” is anthropocentric and excludes other sapient life forms.

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Making Business Human, Remote Work

5 ways to know if remote work is right for you

At Olark, we love the benefits of remote work, but we also know that working remotely isn’t for everyone. Transitioning from an onsite role to a remote role can be a big adjustment. Here are five questions to ask yourself if you’re thinking about taking the #remotelife plunge.

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Making Business Human, Customer Support

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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Making Business Human, Chat Tips

What Would Barbara Do: Best practices in escalating an issue

Question: Help!  What should I do when I get an issue I can’t resolve in chat?

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Making Business Human, Remote Work

Managing a successful customer service team: Tips from a farmer, part one

In addition to my role as Olark’s Director of Customer Service, I am a farmer — well, more of a smallholder, and a fledgling one at that. When I’m not in meetings or talking to customers, I can usually be found in a padded boiler suit, up to my ears in muck and surrounded by animals and vegetables.

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Making Business Human, Chat Tips

What Would Barbara Do: 6 ways to stay cheerful while live chatting

Question: What are the best ways to keep cheerful when chatting?

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Making Business Human, Remote Work

Creating remote watercooler moments

Are remote teams doomed to failure? Is it possible to build a positive team culture when everyone is distributed?

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