Olark Live Chat Blog
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.
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?