Recent posts
Beyond CSAT: Choosing (and using) the right metrics for your customer service team
About two years ago, a member of Olark’s customer service team decided to run an experiment. Sarah Betts spent three months responding to chats under three different names and avatars — first as “Samuel”, featuring a male profile photo, then as “Sam”, featuring a bit of androgynous clipart, and finally as herself, Sarah, with the same photo she’d used as a live chat agent for the past several years.
How a 5-stage design thinking framework helps our small team solve customer problems
Remember the Great Comcast Scandal of 2014? I’ll sum it up to spare you an unpleasant trip through the news archives: customer calls Comcast to cancel, and ends up on the phone for 30+ minutes with a representative who essentially refuses to accommodate their request.
How we define Customer Service: The sweet spot between sales and support
In summer 2017, the Olark team decided to focus our brand and product development on a new use case: live chat for sales.
Build Your Own Support Survival Kit
If you work in sales or support, you know the importance of empathizing with your customers and leads. You may also be familiar with that fatigued feeling at the end of the day (or sometimes by 9am!) of expending all your empathy on others and having very little left for yourself. Building a simple kit based on the 5 senses will help you recover and prepare for the next interaction before you can calculate the cost of a 2 week trip to Bali.
