Olark Live Chat Blog
Clarence Bethea created Upsie because he wanted to make it easier for consumers to buy the right kind of warranty for their personal electronics. He also knows it's tricky to convince customers they need a warranty, so he started using Olark to address their sales objections at the right time... With consumer electronics, the checkout is an important part of the customer experience. This is the point where the store gets one last upsell opportunity: the warranty. "Customers always, ALWAYS have a question about warranties. They want to protect their new purchase, but don't want to be tricked into purchasing an overpriced warranty," says Clarence Bethea, founder of Upsie. "In brick-and-mortar stores, customers only get to ask warranty questiosn when they're checking out, which might seem like a logical point to have that discussion, but in reality it's tough for both the consumer and the store employee fielding the question. The store employee at check out has intructions to keep the line moving, or might not have been trained on warranty questions, so the interaction is often rushed and doesn't instill confidence in the consumer. We knew we could improve that customer experience."
The footwear industry is full of compelling and fashionable brands, as shoes have long been considered expressions of personality. Socks, on the other hand, might be considered the less glamorous counterpart to shoes in the footwear industry. However, one company, Bombas, is out to raise the standard for style and comfort when it comes to the socks we slip on our feet every day. But Bombas’ ambitions go beyond developing the best socks in the world—through its “Buy-One, Give-One” model, the company is working to ensure that no human being in need of socks ever has to go without.
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...
We may not always use live chat here at Appcues. But it sure has been helpful in onboarding new users throughout the early days of growing our SaaS business. Live chat has been an ideal medium to help us garner product feedback and onboard new users, which has been crucital for our growth.
As you prepare for Cyber Monday, we want to provide you with as much information as possible to get you ready. So we thought - what could be better than hearing from those who have been on the frontlines during the busiest online shopping day of the year?
It's okay to be selfish with your live chat data. Yes, it's great to help your customers, but you should be asking, "What can these customer conversations do for me?" That's what we started doing about six months ago and it's been a huge benefit to our company in the way we're developing strategic partnerships.