The Happy Customer

The ABCs of CRMs: Organize yourself for better relationships

A wise philosopher once wondered, "If a conversation happens and no CRM is there to hear it, does it make a sound?" There comes a point for many small companies when there is more business...

Double your donations and high fives! GiveForward's advice for teams

Imagine you could double the amount of money someone would donate or spend just by chatting with them as they made a decision. What if you could give everyone in your company the opportunity to...

Do you invest in your customers?

How do you grow with customers? Getting new customers is great, but keeping your current customers can be even more valuable. Making those customers worth more can make your company’s success...

Customer success starts with being there when they need you

A few weeks ago we attended a "Customer Success" conference put on by one of our excellent customers, Gainsight. There were lot of interesting talks, but my major takeaway was that...

Learn How to Sell By Doing Support

Psst. I have a secret: Customer service is mostly sales! I will teach you to sell better by doing customer support. Check out this presentation from Olark's All Hands Support...

The Guru's Guide to Happiness: Giving Back

I've written before about the amazing things we've had happy customers do for us; from baking cookies to delivering homebrew beer to sending us chocolates and cheese and wine -- jeeze,...

The secret weapon for startup marketers is support

Since I moved into the role of a "startup marketer," I feel like I've read a million "how to market your startup" articles. While they often have amazing hints on growth...

All Hands In: ZenPayroll, Wildbit & Chrometa are their own support dream teams

When I asked some cloud software companies about doing All Hands Support recently, ZenPayroll gave by far the most enthusiastic response. It was clear their whole team eagerly participated in talking...

How a PR Guy Stopped Worrying and Learned to Love All Hands Support

All Hands Support is our way of getting everyone on the team to contribute to customer support. It means that every week, every team member, even me, the PR guy, logs on for a three hour customer...

The Guru's Guide To Happiness: Your First Day of Answering Chats

Okay, so you are signed up and ready to jump into All Hands Support Month along with the rest of your company. Ready to help provide stellar customer service and meet your customers directly....

All Hands In: Zapier & SurveyGizmo Profit from Team Support

All Hands Learn Faster Wade Foster is CEO of Zapier, the integration service that allows you to connect many web-based products and services easily. At Zapier everyone does support as part of support...

Why are we offering everyone free unlimited Olark operators for a month?

It's not the average day that your company blows up their pricing for a month. On April 24, All Hands Support Day, we're offering all our paying accounts unlimited free operators for a month....

All Hands In: How Clearfit & Freshbooks Bring Full-Team Happiness

Freshbooks has developed a rather legendary reputation for their obsessive attention to customer experience. They are the winner of multiple Stevie Awards for Best Front-Line Customer Service Team...

Engineering All Hands Support

As first engineer, I've been at Olark for a while (three years this March!), and support has been one of my roles since the beginning. When it was just the five of us (and the odd intern here and...

Why We Do All Hands Support at Olark

In the early days of Olark, we took a very traditional approach to customer service. We did what most companies do and hired someone smart to handle it. Andrew did such an amazing job of handling...

Guest Post: 5 Benefits of Using a Simple CRM

By Roman Feygenberg, Sales & Marketing Manager of amoCRM. I wanted Olark users to understand the benefits of using a simple CRM and integrating it with other services. All opinions expressed in...

Guru’s Guide to Happiness: How to keep a remote team united

At Olark, we have people spread out over three continents, in four countries and six time zones. We're most interested in finding the right people as we build our business and location is not as...

The Guru's Guide to Customer Happiness: Teach the Art of Great Customer Service

Some people are born to greatness, some people achieve it through Herculean effort, and some strive their whole life and never obtain it. In hiring great customer service teams, I've met of a few...

Creative and Unexpected Ways to Olark

Lots of our customers use their Olark box to help visitors and make sales. Which is quite awesome! But some have come up with creative, innovative and thoughtful ways to Olark and bring new uses to...

What to do when your customer is TYPING IN ALL CAPS

An Olark user recently asked me the following: "If you had a customer who was talking to you in all caps and that customer clearly isn't mad, would you ask him to politely turn off...

The Guru's Guide To Happiness: All Hands Support

My everyday goal is to have each visitor who comes to Olark.com with a question leave with a sense of amazement at the quality of the support they receive. I want them to feel like they received...

Improving Conversions with Live Chat

Olark is a fantastic way to convert more visitors. My company has found live chat crucial as we grow the business and learn more about what our customers want to know. But having a live chat box...

How They Olark: Tips from Moonclerk and TicketDefenseLaw

Offer More of What They Really Want MoonClerk is an online payment system that allows non-programmers to use Stripe to accept recurring payments and one-time payments. Founder Dodd Caldwell and Gabe...

Guest Post: Why Offer Chat in Your Web Tools

We're a chatty bunch these days, chat is everywhere. In fact chat is more pervasive than either email or social networking and chat functionality appears in every major internet destination...

The Guru's Guide to Happiness: Being Amazing and Being Amazed

Creating happiness is a two way street A wise man once said, "what goes around comes around." I've found that the same sentiment holds true for creating happiness and amazement for your...

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