1. Happy Customers, Now. Olark Karl Pawlewicz @Olark #OlarkLiveChat
Featuring:
Olark
@Olark
#OlarkLiveChat
Presented by:
Karl Pawlewicz
Voice of Olark
@karlpawlewicz

2. The Customer is Always Right Now Retailers Need to Be There Now
Tonight:
Olark, Right Now
The Customer is Always Right Now
Retailers Need to Be There Now
Be Here Now

3. Olark, Right Now

4. 2009
personal chat looked like this. it was awesome and personable.

5. 2009
business chat looked like this. it was not awesome.

6. 2015
we wanted to merge the two - bring businesses closer to their customers and make those interactions more personable.

7. 2015

8. 2009 2015 Employees: 4 (founders) Locations: Palo Alto YC Alum
Bootstrapped
Employees: 32
Locations: Ann Arbor, Austin, Brazil, Charlotte, Denver, Detroit, Montana, New Orleans, NYC, Phoenix, Portland, San Diego, San Francisco, UK, Toronto
Bootstrapped
chat's come a long way. so have we.

9. Help Customers
in case you're not familiar with Olark, this is what your customers see...

10. Help Your Team
...and this is what you see.

11. Olark in Retail Used by Shopify Build a Business Winners
Techcrunch Crunchie Winner Casper
...and this is what you see.

12. Olark in Retail
Integrations with Magento, Shopify and (coming soon) Prestashop
I interviewed our ecommerce customers and asked them what was bothering them in life
i don't know who's on our site
i'm worried about up-selling and cross selling
and i'm worried about abandoning their shopping carts

13. 2. The Customer is Always Right Now

14. My customer is always right now story

15. Immediacy is preferred
eDigital Research (November, 2013):
"22% (of consumers) are happy to wait more than one day (24 hours) for a response to their ...
12% expect a reply within the one hour mark."
Link:

16. Live chat is preferred
Forrester (January 2015):
Consumer survey: Online chat adoption continues to rise:
– 38% in 2009
– 43% in 2012
– 58% in 2014
...and this is what you see.
Link:

17. Live chat is preferred
Forrester (October 2014):
Proactive chat — triggering of chat invitations based on a predefined set of visitor behaviors - is also on the rise:
– 27% in 2009
– 33% in 2012
– 44% in 2014
...and this is what you see.
Link:

18. Live chat is preferred Software Advice (January, 2015): Link:
...and this is what you see.
Link:

19. Live chat is preferred Software Advice (January, 2015): Link:
...and this is what you see.
Link:

20. Live chat is preferred eConsultancy (November 2013): Link:
Phone and are still preferred, but chat provides the greatest satisfaction because people feel like they got their questions answered and got answers quickly.
Link:

21. 3. Retailers Need to Be There Now

22. Be There for your Customers
"Chat is big time for us."
- Kevin Gardiner, Director of Store Operations & Strategies at Macy’s
...and this is what you see.
Link:

23. Be There for your Customers
Olark (January, 2015):
"On Cyber Monday 2014 we saw more than 100,000 chats happen across the Olark Network, up over 40% year over year from 2013."
...and this is what you see.
Link:

24. Be There for your Customers
Smart Insights
(March, 2013)
"What you’re seeing here, is the power of intent. On AOL, Bing, Yahoo, Ask Search or Google, people are actively looking for a product or solution. This makes them more likely to buy the product when they find it."
...and this is what you see.
Credit: Justin Jackson, BizBox.ca
Link:

25. Be There for your Customers
Lisa Chu, owner, Black N Bianco:
“Consumers expect a retailer to answer their question instantly, and by doing so we saw our conversions increase by 15 percent.”
...and this is what you see.
Link:

26. X --- donation size after chatting with someone
Live Chat = Sales
X donation size after chatting with someone
(source: GiveForward Case Study)
X better customer retention with chat
(source: Olark + Shopify study, 2011)
% increase in cart size
(source: Olark + Shopify study, 2011)
...and this is what you see.

27. 4. Be Here Now

28. Oasis
Be Here Now - also a great album by the band Oasis. This is just an excuse to drop in a mid-90s pop reference.

29. Experiment Email form Chat (one person) Chat (multiple ops)
Spreadsheet
Helpdesk
(Desk.com)
CRM
(Salesforce)
Chat can be as small or as large as you want it.
It's also a great CTA when you're first starting out.

30. 70 85 13 Be Fast seconds seconds seconds
Live chat response time across retail verticals:
Source:
StellaService 70
seconds
Five year average time to first chat on Olark.com: 85
seconds
Median time to first chat on Olark.com last 7 days: 13
seconds

31. Be Clever
Clever greeters increased conversion rates by as much as 37 percent!
-- Johnathan Dave, co-founder, Disruptive Advertising
Traditional, polite greeters aren't actually that effective because we're inherently trained to say, "I'm just looking" when someone asks "Can I help you find something today."
Link:

32. 20 Mon. + Tues. 7:00am - 11:00am PST Be Ready
% increase in chats from Monday before Thanksgiving to Cyber Monday
Mon. + Tues.
busiest chat days of the week
7:00am - 11:00am PST
busiest chat hours each day
Don't be afraid to add more operators

33. Parting Thoughts #Chill #Help #Anticipate #MakeItHappen
#PracticeEmpahty
#SpeakYourMind
bonus: #FastandSlow

34. Questions?

35. Olark Karl Pawlewicz www.olark.com olark.com/pricing @Olark
Voice of Olark
@karlpawlewicz