64 Olark Testimonials

"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.”

“We use Olark to see what types of questions are being asked, and what kind of responses visitors are getting to coach advisors on best practices. From there, we can see what language people are using and improve communication to get visitors the answers they need before they ask for it."

“Olark has become an integral part of our marketing. We spend some substantial sums on marketing whether it be through advertising, whether it be through promotions Olark provides a major linchpin between all of the activities designed to get them onto our website and [talking to] us.”

"The Olark tool has helped us to not only address customer queries more quickly, but it’s also given us valuable insight into how we can improve our website. When we get questions around the usability of our website, it helps us to identify and correct any problems quickly. This has been invaluable for keeping our site clean and free of bugs.”

"Overall, it's allowed us to deal with more customer inquiries per member of customer service staff, so there's been an efficiency improvement, moderate but still significant for the tiny cost of implementation."

"It's been particularly useful opening up new markets where customers have good written English but are not confident in speaking on the phone."

"Usually we'll get a call from our PR team the day before we're scheduled to be featured in a news segment. It's challenging because those segments tend to air early in the day east coast time, and we're based in San Francisco, so it means we're all waking up early to get in and man the phones, email and chat support."

"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."

"If people can’t use what you are giving them why bother? For instance, we didn't realize there was a problem with the registration programming, which was a huge usability issue. Through chat we're fixing problems that were previously unknown, and I'm now able to uncover problem areas based on recording data from the chatters, fix those problems, and keep our customers happy."

"We set it up so when a user clicks the 'report this profile' button, it fires the Olark chat box. If we're online, we can chat with the user and make changes in real-time. If we're offline, the customer can submit an email via the chat box. We just add a little metadata to the email so it's easier to find that profile, and then fix it."

“One of the most useful features of !push is that it helps direct our users to relevant help sections on the CustomMade site to further assist them; which in turn helps increase our team’s productivity by cutting back on time and resources spent answering frequently asked questions.”

"We use Olark and we are pretty happy with your service, you rock! We use Olark sometimes to give our users some gifts. For example, I decided to give a photoshop course to all our users if they contacted us though Olark from 4pm to 6pm. So i changed the Olark box's header and I put a mystery phrase, such as, 'Don't open me or I'll have to give u a present."

"We have Olark integrated within our application interface so our customers can start a live chat or contact us when we are offline directly from their dashboard. We push all the pertinent customer information to Olark via the Olark Javascript API. This insures that our customers do not have to fill in any data when they contact us. Then, we have Olark send all chat transcripts and contact messages to HelpScout (our help desk software) and create support tickets for customer interactions. In addition, we use the awesome Targeted Chat feature in Olark to automatically route new visitors to Sales or Support teams based on URLs. Love it."

"We develop mobile & web applications for Farmers allowing them to sell grain (corn, soybeans, wheat) through our online trading platform. In addition, we develop & work on solutions for the agriculture industry. Olark has helped us take our support to farmers to the next level in communicating how to sell grain through our online trading platform. The range of comfort our customers have, when simply navigating around or making decision to sell grain, differ between every phone call or chat. Many of our customers tend to be introverts, so the ability to do a simple chat response for those that need a quick reminder of how to access a feature is perfect. They get an on-demand response without the feeling of additional pressure of talking to someone over the phone. Cobrowsing has been something newly implemented with our team. It has worked out great for new customers that may need a reaffirmation that their 'clicks' are in the correct direction."

"A lot of the questions that come in ask for quotes on certain jobs, and it is here that we can have a direct impact on a sale as we walk a customer through our site. We also remind them of FAQ sections, which we update a lot because of brand new questions."