Now Chatting: The Olark Live Chat Blog

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

Olark Customers

Behind the Olark: Cram Fighter

What does a support-heavy business do when its customer base booms and its customer service capacity is stretched to the limit?

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Olark Customers

Behind the Olark: Managing Addiction Treatment Processes with Live Chat

Almost all of us know someone who’s been affected by addiction or mental health issues. More than 20 million Americans over the age of 12 have a substance use disorder, and from 2002-2015, the drug overdose deaths in the U.S.more than doubled. (Source: Addiction Center)

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Olark Customers, eCommerce and Retail

8 Awesome Examples of Olark Live Chat on Squarespace

A few years ago, while chauffeuring me to the airport the Sunday after Thanksgiving, my mom casually suggested that I start a food blog. “You’d be such a hit!” she gushed. “We all loved your Piecaken!”

At my age, I like to think I’m immune to parental flattery, but I never did outgrow the longing for internet fame. So, I started exploring blog platforms. I didn’t need much—a rich text editor, simple photo formatting, and basic analytics so I could chart my rise to stardom.

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Olark Customers

Behind the Olark: Kit Out My Office

How live chat helped this British company extend from manufacturing into eCommerce

Blue Spot had been manufacturing for years. They made office furniture, sold it to retailers, and had a deep understanding of their competitive landscape.

So when they decided to transform their company and create an ecommerce site that sold directly to customers, they knew how to separate themselves from the competition – use live chat.

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Olark Customers

Behind the Olark: How Collage.com uses live chat to hone their customer service and product positioning

Collage.com is a Michigan-based ecommerce company that makes it easy to create your own professional-quality custom photo products. They offer more than 50 products—such as books, blankets, t-shirts, calendars, and more—that anyone can customize simply by uploading their favorite photos.

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Olark Customers, eCommerce and Retail

Behind the Olark: Upper 90 Soccer

Olark customers often wonder—will adding another live chat agent to my team increase my sales? In a previous article, we talked to OnePageCRM about how they used data to justify hiring another agent. In this article, we talk to Ben Jata, Director of Operations at Upper 90 Soccer about the benefits he gained by adding just one new live chat agent.

How one Olark customer increased sales by adding more live chat agents

The old adage is, "Do what you love." Ben Jata loves soccer.

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Olark Customers

How ClickMechanic uses Olark Live Chat to take Guesswork Out of Auto Repairs

Bruce Springsteen once admitted, while introducing one of his many songs about car culture, “When I get under the hood, it’s like Alice lost in Wonderland. I don’t know about that stuff.” He is not alone. Much as people rely on cars for the majority of their daily travel, comprehensive (or even basic) knowledge of what goes on under the hood is in short supply.  

This, of course, is what fuels the auto repair industry. And while most auto shops recognize the long-term value of transparency and honesty, the negative perception of the typical auto mechanic endures: someone who leverages his expertise to swindle his customers by charging for nonexistent problems and egregiously marking up the costs of parts and labor.

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Olark Customers

[Case Study] How Upsie uses Olark to instill customer confidence at checkout

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."  

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Olark Customers

[Case Study] Footwear meets philanthropy at Bombas

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.

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Olark Customers, Customer Support

[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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