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 Essentials

It’s a phone! It’s a chat! It’s a mobile live chat! How to use Olark to chat on mobile

Last week, while in line at the grocery store, I checked my email on my iPhone and up popped a clearance sale announcement from my favorite running company. I’m a size medium, so I had no time to lose—millions of averaged-waisted shoppers were vying for my shorts! I made my thumbs do the cha-cha and had three pairs charged to my PayPal account in seconds flat.

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Olark Essentials

Canned responses for live chat: An overview of Olark Shortcuts

When you’re talking to a customer on live chat, quick responses are critical—a few seconds' delay might be all it takes for someone to go from feeling personally cared for, to wondering if you’re there at all.

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Olark Essentials

How to reach Olark during our annual company retreat

Starting today (Friday, August 11, 2017) the Olark Customer Support team is headed to Traverse City, MI for Olark's annual company retreat.

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Olark Essentials

Why Support Should be Part of Your Startup Marketing Plan

I'll be the first to admit that I don't know much about customer support. My background is in public relations, as I've talked about before.

Yet, as is wont to happen in any startup, my role has expanded since I joined Olark. As I've morphed from 'specialist' to 'marketing generalist,' I feel like I've read a million "how to market your startup" articles. What kind of articles you ask? Try starting with the 'Growth Marketing' section of the Appcues blog. They do a nice job capturing actionable insight.

While they often have amazing hints on growth hacking and optimizing different funnels, many articles fail to mention a strategy that may come as a surprise: customer support.

Yes, it actually involves humans, but don't be afraid: it will help you improve your product to ensure existing customers stick around longer, and maybe even buy more; and it makes it easier to attract and sell to new customers. 

How so? Let's take a look.

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Olark Essentials

Why All Hands Support is beneficial for public relations (Updated)

All Hands Support is our way of getting everyone on the team to contribute to customer support. It means that every week, every team member, even me, the PR guy, logs on for a three hour customer support shift. 

Sometimes it's easy - a few questions about pricing or automated chat rules. Sometimes it means handling customer complaints effectively - using what I know about customer relations to ensure that a frustrated customer gets the help they need. 

I realize that might seem a little crazy - for Olark and for me - to hand over the ‘keys to the car’ for three hours, but in reality it’s invaluable, for both of us.

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New Olark Users, Olark Essentials

Creating Webhooks Integrations for Olark

After reading our article on integrating live chat and a CRM, you're probably excited to get your CRM hooked up with Olark.

But what if you use a CRM or Help Desk platform that we don't "officially" support? No problem! to make that connection, you'll use a webhook, which happens to be my area of expertise :)

This is an image of a fishing line by Alan Bishop on Unsplash. It's not a webhook, but you get the idea.

Our former co-founder, Zach Steindler, alluded to this briefly in his article on CRM Magazine:

"Even if you're not using a big-name CRM solution, live chat platforms make it easy for developers to add basic push functionality with minimal programming."

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Olark Essentials

Introducing the Olark and HubSpot integration

At Olark, we're committed to making business human. Whether your sales team uses Olark Live Chat to increase leads, or provide exceptional Customer Support, creating personable, human connections starts with understanding your customers' needs.

That's why we're very excited to announce that the Olark and HubSpot CRM integration is now availble in HubSpot Connect.

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Olark Essentials

Why use live chat to open a support ticket?

Introducing the Olark add-on for JIRA Service Desk 

The beauty of live chat is that it's immediate. A business can answer its customers' questions at the right moment in the sales funnel.

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Olark Essentials

Why you should consider regulatory and brand compliance in live chat

Introducing the Olark and PeformLine integration

There are plenty of reasons why you want to review your transcripts. We've written before about how reviewing customer conversations can give you an advantage to overcoming objections in your sales funnel. It's also valuable in understanding where your chats are originating, so you can understand what pages may need optimizing.

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Olark Essentials

Olark Live Chat named a 2017 Gold Stevie Award winner

Thank you, customers, for helping Olark win gold in the "Customer Service Department of the Year" category

If you're not familiar with The Stevie Awards for Sales & Customer Service, they honor customer service, contact center, business development and sales professionals. More than 2,300 organizations of all sizes and in virtually every industry were evaluated in this year’s competition. More than 75 members of several specialized judging committees determined the Gold, Silver and Bronze Stevie Award placements from among the Finalists during final judging earlier this month.

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