As the owner of an online company I am constantly looking for ways to improve the business, generate more traffic and increase sales. It is not lost on me just how important it is to look after your customers. In the online world of social media and review websites, customers can make or break you. Luckily, I have always had a good relationship with the few customers that I do have, however, it wasn’t until I visited another website that I realised just how much stronger my bond with customers could be. This website had the simplest of tools, one that I had never thought of – live chat.
A small widget in the corner of the site allows visitors to a site to get any help and advice they require in real-time. I pride myself on replying quickly to customer emails, I usually have a reply sent within the hour but that does not come close to real-time chat. After a bit of inquiring I found out that this fun to use little widget was called Olark; needless to say I had up on my website the very next day!
As a customer, Olark is a pleasure to use, as an operator it is every bit as good. From installation to live chat, everything about is slick. I know me gushing over just how good this product is will have many of you thinking that I work for Olark – I don’t. It’s just that I have never been so happy with an application. Ok, so I have never tested any of the alternatives to Olark, which for all I know may be just as good, if not better. However, Olark fits well with me so I’m sticking with it.
From here you can customize the theme to fit in with the color scheme of your site and you’re ready to go. Like I said, the whole thing is completed in minutes.
Olark works like any other instant messenger with one notable difference – real-time monitoring. As the operator (I now have 6 operators but started on the basic package with 1 operator), I am provided with information about visitors such as their location and which web page they are viewing and by integrating my Google Analytics ID I have been able to see how well my site performs at certain times of the day.
So far during chat, I have helped customers find exactly what they are looking for on the site, provided assistance with contact forms and, on many occasions, just enjoyed a general chat. I have found that interacting with customers has led to a definite increase in traffic and sales.
This review probably seems like more of a sales piece for Olark, (maybe I should ask for a fee?) however it is not; it is simply the view of a happy customer.