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

"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."

"Every step is a barrier to a sale. If I can message a prospective customer and get their name and email address, I don’t have to worry if they’re going to fill out a form. If I can get their phone number and set up a time for a followup …

“If one person is on the phone, then the rest of the team is disrupted by calls. With chat, they can still multitask and chat with visitors while performing other functions. Olark has changed the volume of calls we get. Some people know that if they go to our website …

“Our website is our storefront. Olark is the way for the staff in our store to engage with the person who’s coming in to fi gure out what’s on the shelf, learn more, and fi nd their size.”

“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 …

“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.”

“In the fi rst 3 months [of using Olark], we helped over 10,000 students. Because campus was closed [due to COVID-19], there was no one to answer [students’] questions without Olark. We would’ve been dead in the water without Olark when we closed campus. Student services were shut down, but …

"We wanted a way to help our students out quickly when the need arose. Olark gives students a direct line to us and our services that is much more up-to-date than placing a phone call."

“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 …

“Remedy’s core values are easy access and really excellent experience, and Olark is a big enabler for that. Olark helps give our patients easy access, which is one of the things they want, and they’ve rewarded us with as many or more 5 star reviews than any of our competitors …

"I know for a fact that we have captured more leads using Olark than we would have if we didn’t use Olark. I’ve worked for Landmark for 6 years, and I never really saw much success with Facebook Messenger being on our websites."

"Olark has helped us refine our web presence, especially over time. We had metrics of where people were going on our website, but not whether the information was the right information for them."

"Our customers needed help navigating around our site since the products weren’t right in your face. Our long-time customers were used to the shops before the website came around and were used to a very personal, interactive relationship. Our regulars became our friends and Olark live chat gave us that …

"We pride ourselves on our response, and taking the client's and prospect's needs in the immediate. It's [about] ensuring that clients have a clear and concise way to contact our team. It's ensuring that they're not wasting any money, that we're not wasting any money on their behalf, and that …