“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 …
"I do know for a fact that [Olark] 100% has affected our phone volume. And it's salient because one thing I have noticed is, we will see people who are on chat, who will admit in chat that they are also simultaneously on the phones waiting for an agent to …
“While our business is online, our approach is as if we were in a loud and open retail store, actually walking up to our clients, knowing which aisle they’re in and what products they’re looking at.”
"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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