How ZURB Uses Olark
By: Forrest Kobayashi
Here at Zurb, we spend a great amount of time working on our apps and maintaining positive customer interactions. As our customer list continues to grow, we’re excited to have integrated Olark into two of our apps, Notable and Verify, to ensure that each and every one of them stays happy and utilizes our apps to their fullest potential.
Our customers mean the world to us. Our apps help a wide variety of people — from established designers to people passionate about increasing design literacy. Olark can help us effectively serve customers on a one-to-one level and customize our assistance to the user’s understanding.
Olark helps us connect with current and potential customers when they need it most. We develop connections with ZURB apps users through these chats. Repeat conversations often carry over to conversations on other channels, which help us build passionate lifetime fans.
Specifically, the ZURB team uses Olark in three ways:
- To explain the benefits and features of our apps to people who are visiting the ZURBapps marketing pages.
- To respond to customer inquiries.
- To understand customer needs, mindset and how users engage with our products and services.
Louis, our customer service advocate, notes that Olark has blended really well into his workflow. But it’s not just him: Our team has benefited significantly from using Olark in our day-to-day communication with customers. In Q1, we handled over 300 chat conversations with current and potential customers. Many of these conversations led to conversions on our marketing pages and apps.
With Olark, we’ve been able to establish key relationships with several of our biggest ZURB advocates and customers. We’re thrilled that Olark has had such a tremendous impact on ZURB’s relationships with customers — and we look forward to what’s to come from the company in the future.