Over 1 billion people worldwide have a disability. At Olark, we want to do our part to make the web a friendlier, more usable place! Inclusivity is one of our core values, and we’re focused on making accessible software for everyone.
One key set of our customers, higher education organizations—and specifically, offices of disability within higher ed—have seen a big impact from using Olark’s accessible chat.
We got the scoop from a director of one such office, Carlie, who has been in the field for over 20 years (she’s also an amazing customer who we consider a friend). She and our CEO Ben Congleton talked through her experiences of the nuances and benefits of adopting live chat, along with her insights on blockers that might stop offices from pursuing implementation. We’re excited to share her wisdom below.
If you’re wondering whether live chat would be helpful to your office of disability services but still have some concerns, this one’s for you!
Objection 1: “We’re Not Tech-Savvy Enough!”
Carlie’s Thoughts: A big concern for offices of disability services (understandably) is the fear of navigating a new tech system. Many directors and their teams might not be the most tech-savvy, and the idea of setting up and maintaining a live chat system can feel overwhelming.
The Takeaway: Fortunately, Olark chat is designed to be user-friendly, with a minimal, intuitive interface. Carlie noted that even the most tech-averse staff at her office learned to use chat with very little training. They appreciated the plug-and-play nature of the platform. Staff members could easily log in, set up their preferences, and get to work. This simplicity allows offices to focus on what really matters: supporting students.
Objection 2: “What If Chat Overwhelms Our Team?”
Carlie’s Thoughts: Another valid question is whether live chat will lead to an overwhelming influx of inquiries. Teams might also be afraid that live chat will become yet another task to juggle in their long list of responsibilities.
The Takeaway: Carlie’s experience during the pandemic showed that this fear might be overblown. Her team mostly used chat for quick questions from students and other visitors, like finding contact information or filing for an accommodation. Chat empowered the office to provide fast, efficient responses without derailing the rest of their work. Olark’s flexibility also let different team members take turns monitoring it, so no one person had all the chat responsibility – and Carlie is contemplating adding Olark's AI chatbots for after hours support.
Objection 3: “Is Chat Accessible for Everyone?”
Carlie’s Thoughts: Accessibility is a non-negotiable in the world of disabilities services. Directors might worry about whether live chat will be truly accessible to all users.
The Takeaway: We’re proud that our commitment to accessibility for both agents and end users was a standout for Carlie’s team. They appreciated how Olark chat was accessible from the start and our team was responsive to feedback. When Carlie’s team reported issues like color contrast problems, we took them seriously and quickly worked to address them. This ongoing responsiveness ensures that Olark remains a valuable, inclusive tool for students, parents, and staff alike.
Objection 4: “We Already Have Communication Channels. Do We Really Need Another One?”
Carlie’s Thoughts: With phone and email already in place, some offices might wonder if live chat is actually necessary.
The Takeaway: Carlie found that Olark chat filled a specific niche that phone and email couldn’t cover. It provided an immediate, convenient way for users to get quick answers in text-based conversations — the preferred channel for many members of Gen Z and their families. Chat proved very valuable for an office responsible for building deep relationships on a sprawling, geographically dispersed campus, becoming a helpful resource for everything from simple questions to more urgent concerns.
Objection 5: “Is Chat Worth the Investment?”
Carlie’s Thoughts: Budget constraints are always a consideration, especially in offices that might already be stretched thin. Is live chat worth the investment?
The Takeaway: The ability to trial Olark on a month-to-month basis was a huge benefit for Carlie’s office. This low-risk approach allowed them to test how well the platform fit their needs, letting them experience Olark’s flexibility, efficiency, and accessibility before making a longer-term commitment.
A real-world use case:
Carlie recalled how a parent of a prospective student once used Olark to ask detailed questions about accommodation processes and eligibility requirements. The parent was concerned about their child’s transition to college life and needed reassurance that they would get necessary support. The quick and direct communication through chat gave Carlie’s team a way to offer immediate answers and even set up a follow-up call, giving the parent confidence in the university's ability to support their child. Olark was able to serve as a vital first point of contact, building trust with students and their families from the beginning.
Another real-world use case:
Another time, a high school guidance counselor contacted Carlie’s university with Olark to gather information about accommodations for an incoming student. Chat provided an efficient channel to share quick, reliable resources with the counselor and support the student. This interaction also strengthened the relationship between the university and the high school, enabling an important external conversation.
In a Nutshell
For offices of disabilities, live chat can be a practical, accessible, and user-friendly solution to have important conversations with students. While it’s completely understandable to have concerns about technical complexity, workload, accessibility, and cost, we hope Carlie's experiences help inform you and address these concerns. (And let us know if you have others!)
By choosing the right accessible chat platform, we think you’ll not only meet but exceed the expectations of your students, giving them a communications channel that meets them where they are.
Thinking about adding live chat to your office of disability services? Chat with us at Olark to learn more about how we can help you make your services more accessible and responsive.