68 Olark Testimonials

“Once I had a full-time customer care specialist in the office, I could travel to our four retail locations and the warehouse, collect feedback, and jump into new projects. It gave me the opportunity to make our ecommerce business far more efficient and streamline a lot of our processes and procedures.”

“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.”

“Olark has been really helpful and successful. I was having this concern of, what am I missing; who is trying to get in touch with me For me, Olark has alleviated this big concern when all of this started. It has fi lled the need and I can see how moving forward, Olark will continue to be helpful once this all ends.”

"I had difficulties processing a payment online since I live in a country that is not serviced by PayPal. I used the chat function to ask for help. I received an immediate response from "Ben" who asked his colleague "Charlotte" to call me on my non-UK phone number. Less than two minutes later I am on the phone with "Charlotte" who took my slightly complicated details to process the payment via a different method."

"Website was full of interesting gifts covering a good range of prices, was rather spoilt for choice but the online chat was fantastic and helped me find the perfect gift."

"Have to also mention - I had a really nice time choosing the gift whilst someone at the concierge was giving me suggestions at the online chat; she was very nice and helpful and it's almost 12am here in London - I didn’t expect someone would be around to help me."

"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."