Inbound Marketing Blog

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  |  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...

Read More

Blog Feature

New Olark Users

What new Olark users should learn first (Don't be Lucy)

Lucy's story is not unique to those of us providing Olark support. We wish we could have helped Lucy get started on the right foot, and saved her some frustration - her bad day on chat could have been avoided had she taken a few small steps! The names and events you're about to read have been changed to protect the Olark innocent.

Read More
Example ALT Tag for Image

Subscribe to the Olark Live Chat Blog

Now you can have our latest and greatest articles and ebooks on Customer Experience shipped right to your inbox, free of charge!

Blog Feature

Customer Support  |  New Olark Users

[Podcast] How customer support benefits sales, and vice versa

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. 

Read More

Blog Feature

New Olark Users

Guru's Guide to Live Chat: How do I control how many chats I get?

I recently had an "angsty" conversation with one of our customers whose customer support team being overwhelmed with chats. Lucky for this customer, there are two very easy (and one more advanced) solutions to this issue. And lucky for you, the reader, I'm going to share them here. If you're considering live chat, or just getting it up and running on your site, this is a common concern: How do I keep from being overwhelmed by customer chats?

Read More

Blog Feature

Customer Support  |  New Olark Users

Create canned responses for faster live chat replies

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.

Read More

Blog Feature

New Olark Users

[Podcast] What to do when things get busy on live chat

"When I feel overloaded, I get tunnel vision. It becomes harder and harder to jump between tasks quickly and, more importantly, continue to provide quality service." In the run-up to the holiday shopping season, we're offering some insight on what things are like when live chat gets really, really busy.

Read More