Service Standards

Our guarantee to you — quick, friendly, helpful support that feels human.

We all need customer service from time to time. As customers, we want quick, friendly, helpful service that leaves us feeling warm and fuzzy — a human connection with someone who cared.

As Olarkers, we want you to feel like that whenever you contact us.

9.3 Average CSAT over the last 12 months. We’re working hard on that last 0.67 :-)

We want to treat you like we want to be treated. It’s only human.

What customers say

“Your support team in general, is fantastic. I've run into some roadblocks with the product itself (mostly issues on our end), and you guys have gone above-and-beyond to accommodate us. Top notch customer service.”
Ben · Cybersecurity
“Excellent customer service. Prompt, and very friendly! Thank you so much for the terrific customer care and follow-up.”
Shelley · Cross-Cultural Solutions
“Your team replied very quickly to my urgent issue and provided an INSANELY quick fix :) Thanks, Olark team!”
Amber
“A solid conversation with an appropriate bit of back and forth — great tone, I felt I had a conversation with a person, not a helpdesk robot. A first class service needs excellence in technology, process and people — you understand that.”
Richard Moore · Mooreanswers.co.uk
“First rate, fast and fantastic!”
Stephanie

We will do our very best to

  1. H — Help as fast as we can

    We do our best to answer chats in 12 seconds or less. We aim to send a first response back to an email query in under 3 hours during Pacific working hours. We aim to finally resolve cases referred to our support engineers in under 4 business days.

  2. U — Understand the problem

    And how it is impacting you, your business, and your customers. Our goal, whether on chat or email, is to understand the problem you’re facing — and we will make sure to ask you relevant questions.

  3. M — Manage your case with care

    And communicate regularly. When we say we will follow up, we will follow up. We promise to update you on the status of your case.

  4. A — Admit our mistakes

    And fix them swiftly. Failure is human and inevitable. Sometimes, as hard as we try, things will go wrong. We will keep you informed as we go about fixing things. Check out our post mortems at status.olark.com.

  5. N — Not make promises we cannot keep

    We promise to listen to your concerns, investigate, and do our best to resolve issues. While we can’t fix everything, we promise to fix what we can, and file bug reports and feature requests for everything else.

We could give you more metrics, facts, figures and words, but we want to let our service speak for itself. Come chat — we’re always happy to help.

Whilst you are here, check out the values which underpin everything Olark does.

PS. We don’t like to brag, but we did win Customer Service Department of the Year (Gold Stevie Award 2017).

PPS. This is what we try very hard to do. It should not be read as an SLA. If you feel that we haven’t met your expectations, please drop us a line. Don’t forget to check out our Terms and Conditions.

Ready to talk to a human?

We’re here — chat with us anytime, or book a call if you’d rather.

Contact us