"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 …
"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 …
“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.”
"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."
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