64 Olark Testimonials

“The volume of customer questions was overwhelming for just one person, and we knew that volume would only increase as more students discovered the app. So we started working to help customers at scale, and organize our team to be more effective and free Amit to focus on bigger challenges."

"We usually find that Olark chats have a high qualification rate. They’ll be a hotter lead."

"There's no way to anticipate what's coming next, so you have to keep a good attitude going into every conversation and look for ways to help the customer accomplish their goals. The payoff is building those great relationships. I've had people come back and ask for me by name when they need help. It’s nice when they ask for us on chat because it makes our members feel like they have immediate access to someone they trust, and our whole business is built on nurturing trust."

“Since adding Olark, we're able to obtain data that has been extremely useful and actionable. Now almost exactly 50% of our support communications are over chat.”

“Olark quickly became an informed lead generator for our sales team! Being able to see such rich information about a visitor, like what page they’re on, has been a boon for conversions. If we took this tool away, there would be complete mutiny from the sales team.”

“We highly value having direct conversations with our customers and prospects at Front. And Olark drives in a ton of them. We convert more trial signups, help customers faster, and have invaluable conversations that influence product decisions.”

"Before we launched we'd get maybe 10-15 emails each week, and a few phone calls here and there but the latency of email is so high, we were getting more emails than we could respond to in a normal work week. That's when we started actually logging into Olark more frequently to chat with customers on our site. In two days we went well over the 20 chats allotted on the free forever plan, so we upgraded to Bronze."

"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 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."

“We are committed to never turning away a customer, no matter the problem. It can be a hole in a sock, a request for different-colored socks, it doesn’t matter—we take care of it.”

"It's like when someone walks into a store and the owner is there to greet them. You want to let them know you're there to help When you're just starting out, customer support is actually a huge part of closing sales. So your most important task shouldn't be hunting and pitching customers - it should be just being there to answer customer questions. You'll never have a better opportunity to capture a customer than when they're on your site and browsing, so why not start a conversation with them."

"We love chatting with our customers but asking them who they are after they've already logged in makes us look not so smart. We also use Desk.com as our CRM and to optimize our customer experience we need logs of all emails and chats in the same place."

"Especially with nutrition, it's important for a customer to know exactly what they're buying and what they're getting involved with in one of our meal plans. When we can give a customer the information they're after in black and white, they're more likely to purchase."

"We analyzed the qualitative data in our live chat transcripts to create a vocabulary of customer words. We used this data to optimize our website and landing page copy and saw a 176.33% conversion rate increase."

“Olark is fantastic. It has opened up a new avenue for our intake team to get help for potential clients. The more clients we can talk to, the more people we can get into treatment and help them begin their journey to recovery.”

"We assure the customers that if they let us help them offline we can offer better service from our team of experts project managers, architects, etc as well as better attention to their project, and most of all, better prices. If they agree, then we have a sales team in-house ready to help, and another team on the road that can go to the customer’s office and measure up or do a quote. We do whatever it takes to make the most of a customer's time onsite.”