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The Happy Customer

Win a PrestaShop or OpenCart theme for your eCommerce shop

Win a PrestaShop or OpenCart theme for your eCommerce shop

Online retailers listen up - you have 104 days until Cyber Monday. Now, that might seem like a lot of time, but you know - and I know that you know - holiday shopping season will be here in the...

Olark hits the road for UserConf

Olark hits the road for UserConf

Recently some of our support team made a road trip from San Francisco to Portland, OR for UserConf 2015. Channeling my inner Jack Kerouac, I kept a short journal on the trip. Ride along with...

The Five Whys by Simon Ouderkirk at Customers FTW! (Video)

The Five Whys by Simon Ouderkirk at Customers FTW! (Video)

Check out this awesome talk by Simon Ouderkirk of Automattic about how to ask questions to get a better product. Based on the 5 Whys developed at Toyota in their heyday, this talk will make you think...

(Video) Customer Support: A Game of Seconds

(Video) Customer Support: A Game of Seconds

How can support up their game and get faster? At our recent event Customers FTW!, speaker Jordan Munson shares tools that make professional video hosting company Wistia's support work better....

Tips to improve Shopify conversions

Tips to improve Shopify conversions

There may have been 101 dalmatians, but did you also know there are 101 tactics you can try to increase conversions in your Shopify store? Jevin Maltais, editor of Ecommerce Growth Weekly and owner...

How to increase conversions - What I learned at ConversionXL Live

How to increase conversions - What I learned at ConversionXL Live

Last month I attended ConversionXL Live, where we spent three days talking about conversion rate optimization (CRO). It was a fascinating look at the latest trends in site design and the chance to...

All Hands Support brings your team closer to your customers

All Hands Support brings your team closer to your customers

April is All Hands Support Month here at Olark, during which we'll be sharing tips and stories on how to bring your entire team closer to your customers. Chief Marketing Olarker, Sunir Shah,...

Engineering Customer Service at WordPress.com

Engineering Customer Service at WordPress.com

Andrew Spittle lives in downtown Portland and rarely sees the team of 100 he leads. His team at Automattic, makers of WordPress.com among other products, is distributed all across the world. Even...

Femgineer: one woman transforming ideas into software

Femgineer: one woman transforming ideas into software

Poornima Vijayashanker is a software engineer and serial entrepreneur. She is the founder of Femgineer, an education company for tech professionals interested in entrepreneurship and leadership. She...

How Spinlister creates a culture of service

How Spinlister creates a culture of service

Today's guest post comes from Andrew Batey, CMO, Spinlister, who explains how his company goes to great lengths to put customers above all else... Spinlister is a peer-to-peer bike share service....

How to master SXSW in 7 steps

How to master SXSW in 7 steps

SXSW can seem like fun until you're on day four, wondering what the point of life is, with a cumulative hangover and a looming chiropractor's bill for the Airbnb floor you volunteered for in...

How Rickshaw Bagworks delivers service online

How Rickshaw Bagworks delivers service online

Rickshaw Bagworks has been providing custom-made bags to San Francisco for many years. Their store is a colorful playground for bike fans and bag lovers alike. To bring their superlative customer...

Happiness Hacking: Lincoln Murphy's success is not a secret

Happiness Hacking: Lincoln Murphy's success is not a secret

Lincoln Murphy is Customer Success Evangelist at Gainsight and is driving thought-leadership in the areas of Customer Success Management, customer retention, churn mitigation, and expansion revenue....

Video: How All Hands Support began at Olark

Video: How All Hands Support began at Olark

All Hands Support has become a cornerstone of culture at Olark. Every Olark employee does direct customer support on a regular basis. In this video, our founders discuss how the practice began and...

Video: How we bootstrapped a 10,000 customer business

Video: How we bootstrapped a 10,000 customer business

In this video, our founders talk about starting a bootstrapped business and the challenges they faced. Find out more at #Olark10k and tell us your startup story...

Our world is no longer flat

Our world is no longer flat

As Olark passes the 10K customer mark, my co-founders and I reflected on the last five years bootstrapping and building the business. We have lots to be thankful for, but I am most thankful for my...

Olark - The first three years

Olark - The first three years

Olark is the first company I co-founded. Starting out I really had no idea what to expect. Previously I worked for several years as an early employee at another startup, so I had a fuzzy picture in...

Retail Lessons for 2015

Retail Lessons for 2015

Retailers - before you pack up the tinsel and declare the holiday shopping season 'over,' it's a great time to stop and reflect on what worked and what didn't. I was curious, so I...

Stretching Holiday Revenue into the New Year

Stretching Holiday Revenue into the New Year

Today's guest post is from Angelica Valentine, Content Marketing Manager at Wiser. You can follow her on Twitter here: @AngelicaSaidSo. Every retailer knows there are plenty of opportunities to...

How two stars of online retail relate & elate with customers

How two stars of online retail relate & elate with customers

Casper Sleep and BarkBox are superstars of the NYC online retail world. Both have had phenomenal success, building legions of evangelical customers and getting loads of press and accolades along...

Happiness Hacking: Samuel Hulick of User Onboarding (part 2)

Happiness Hacking: Samuel Hulick of User Onboarding (part 2)

Nothing is more exciting to an entrepreneur than a new user, standing at the precipice, poised to convert. So much could go wrong at this moment. Will they put in their email address? Will they go to...

Happy Holidays, around the world with Olark

Happy Holidays, around the world with Olark

Thanks to all our wonderful customers everywhere! Have a happy holidays and we look forward to seeing you in 2015. And if any of you know how to skateboard, we could use a lesson. :) Leave us...

Samuel Hulick: All Onboard (Happiness Hacking Series)

Samuel Hulick: All Onboard (Happiness Hacking Series)

When I became Olark's Chief Storyteller, I became interested in the idea of "Happiness Hacking": trying to optimize your product and UX to create loyalty and deepen your relationship...

So Long Summer, Hello Holiday Shopping Season

So Long Summer, Hello Holiday Shopping Season

Sadly, summer doesn't last forever, but customer success and customer happiness are year round endeavors. As we move into the fall and then on to the holiday shopping season, we wish your...

How Grasshopper Created a Culture of Service

How Grasshopper Created a Culture of Service

Grasshopper was founded by Siamak Taghaddos and David Hauser in 2003 with a vision of helping entrepreneurs and small businesses run their organizations completely via mobile phones. Making sure that...

Take out your Earplugs! Building better product with All Hands Support

Take out your Earplugs! Building better product with All Hands Support

Olark Co-founder and Master of Customer Experience Roland Osborne delievered this talk about improving your product by getting your whole team involved with support. Apparently designers wear...

A history of customer service

A history of customer service

Humans figured out trade very early on. By 3000 BC, humans were setting out on missions of waterbound trade, and by 1000 BC, merchants were becoming a part of societies. There were ideas about how to...

How Good Customer Service Can Multiply Sales

How Good Customer Service Can Multiply Sales

There’s a good chance that right now someone is browsing your site and considering making a purchase. And although I’m happy you’re here reading our blog :-), I’d like to offer some ideas that you...

Experiment to grow and gain value

Experiment to grow and gain value

A few weeks ago, I asked you to tell us about your experience working with customers to grow your relationship together. Not surprisingly, you had some excellent ideas. The first question I asked was...

The ABCs of CRMs: Organize yourself for better relationships

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

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?

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

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...

How Small Businesses benefit from chat

How Small Businesses benefit from chat

It’s well known that live chat can increase conversions and sales, we wondered why some of our customers can sell better than others. I spoke with some of the most effective users of Olark on Shopify...

The Guru's Guide to Happiness: Giving Back

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,...

Relate + Elate: How to talk to your customers

Relate + Elate: How to talk to your customers

On September 11, 2013, we had the pleasure of hosting CUSTOMERELATE in San Francisco with the insightful Sophie Monroe of payment platform WePay and the ridiculously knowledgeable Kevin Hale, who...

The secret weapon for startup marketers is support

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

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

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

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 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?

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

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

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

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...

How They Olark: Tips from Moonclerk and TicketDefenseLaw

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...

The Guru's Guide To Happiness: All Hands Support

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...

Creative and Unexpected Ways to Olark

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...

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...

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...

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

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...

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...

Guest Post: Why Offer Chat in Your Web Tools

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...

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