Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Happy Customers, Now.
Featuring:
Olark
@Olark
#OlarkLiveChat
Presented by:
Karl Pawlewicz
Voice of Olark
@karlpawlewicz
Tonight:
1. Olark, Right Now
2. The Customer is Always Right Now
3. Retailers Need to Be There Now
4. Be Here Now
1. Olark, Right Now
2009
2009
2015
2015
2009 2015
Employees: 4 (founders)
Locations: Palo Alto
YC Alum
Bootstrapped
Employees: 32
Locations: Ann Arbor, Austin, Br...
Help Customers
Help Your Team
Olark in Retail
Used by Shopify Build a Business Winners Techcrunch Crunchie Winner Casper
Olark in Retail
Integrations with Magento, Shopify and (coming soon) Prestashop
2. The Customer is Always Right Now
Immediacy is preferred
eDigital Research (November, 2013):
"22% (of consumers) are happy to wait more
than one day (24 hou...
Live chat is preferred
Forrester (January 2015):
Consumer survey: Online chat adoption
continues to rise:
Link:
http://blo...
Live chat is preferred
Forrester (October 2014):
Proactive chat — triggering of chat
invitations based on a predefined set...
Live chat is preferred
Software Advice
(January, 2015):
Link:
http://www.softwareadvice.com/crm/industryview/demographics-...
Live chat is preferred
Software Advice
(January, 2015):
Link:
http://www.softwareadvice.com/crm/industryview/demographics-...
Live chat is preferred
eConsultancy
(November 2013):
Link:
https://econsultancy.com/blog/63867-consumers-prefer-live-chat-...
3. Retailers Need to Be There Now
Be There for your
Customers
Link:
http://happycustomer.stellaservice.com/2014/09/08/preparing-for-the-holiday-rush-qa-with...
Be There for your
Customers
Olark (January, 2015):
Link:
https://www.olark.com/customers/retail-lessons-for-2015
"On Cyber...
Be There for your
Customers
Smart Insights
(March, 2013)
Credit: Justin Jackson, BizBox.ca
Link:
http://justinjackson.ca/u...
Be There for your
Customers
Lisa Chu, owner, Black N Bianco:
“Consumers expect a retailer to answer
their question instant...
Live Chat = Sales
X --- better customer retention with chat
(source: Olark + Shopify study, 2011)
X --- donation size afte...
4. Be Here Now
Oasis
Email form
Chat
(multiple ops)
Experiment
Chat
(one person)
Spreadsheet
Helpdesk
(Desk.com)
CRM
(Salesforce)
Be Fast
70seconds
Live chat response time across retail verticals:
85seconds
Five year average time to first chat on Olark...
Be Clever
Link:
https://www.olark.com/using-olark/how-clever-greeters-increase-conversion-rates
Clever greeters increased
...
Be Ready
20% increase in chats from Monday before
Thanksgiving to Cyber Monday
Mon. + Tues.busiest chat days of the week
7...
Parting Thoughts
#Chill
#Help
#Anticipate
#MakeItHappen
#PracticeEmpathy
#SpeakYourMind
bonus: #FastandSlow
Questions?
Karl Pawlewicz
Voice of Olark
karl@olark.com
@karlpawlewicz
Olark
www.olark.com
olark.com/pricing
@Olark
NYC eCommerce Meetup (2.11.15)
Upcoming SlideShare
Loading in …5
×

NYC eCommerce Meetup (2.11.15)

546 views

Published on

Immediacy is key for businesses that provide outstanding customer service. According to Forrester, nearly 60% of consumers now use live chat to get a question answered and, according to Software Advice, that's because live chat is convenient and has no hold times. This presentation provides:
- an overview of Olark live chat for retailers;
- data on the growing consumer preference for service channels with immediacy;
- reasons why retailers should implement live chat;
- and some best practices for using live chat.

  • Be the first to comment

  • Be the first to like this

NYC eCommerce Meetup (2.11.15)

  1. 1. Happy Customers, Now. Featuring: Olark @Olark #OlarkLiveChat Presented by: Karl Pawlewicz Voice of Olark @karlpawlewicz
  2. 2. Tonight: 1. Olark, Right Now 2. The Customer is Always Right Now 3. Retailers Need to Be There Now 4. Be Here Now
  3. 3. 1. Olark, Right Now
  4. 4. 2009
  5. 5. 2009
  6. 6. 2015
  7. 7. 2015
  8. 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
  9. 9. Help Customers
  10. 10. Help Your Team
  11. 11. Olark in Retail Used by Shopify Build a Business Winners Techcrunch Crunchie Winner Casper
  12. 12. Olark in Retail Integrations with Magento, Shopify and (coming soon) Prestashop
  13. 13. 2. The Customer is Always Right Now
  14. 14. 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 email... 12% expect a reply within the one hour mark." Link: http://www.edigitalresearch.com/news/item/nid/151475278
  15. 15. Live chat is preferred Forrester (January 2015): Consumer survey: Online chat adoption continues to rise: Link: http://blogs.forrester.com/kate_leggett/15-01-22-customer_service_channel_usage_highlights_the_importance_of_good_self_service – 38% in 2009 – 43% in 2012 – 58% in 2014
  16. 16. 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: Link: http://blogs.forrester.com/kate_leggett/15-01-22-customer_service_channel_usage_highlights_the_importance_of_good_self_service – 27% in 2009 – 33% in 2012 – 44% in 2014
  17. 17. Live chat is preferred Software Advice (January, 2015): Link: http://www.softwareadvice.com/crm/industryview/demographics-live-chat-report-2015/
  18. 18. Live chat is preferred Software Advice (January, 2015): Link: http://www.softwareadvice.com/crm/industryview/demographics-live-chat-report-2015/
  19. 19. Live chat is preferred eConsultancy (November 2013): Link: https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats/
  20. 20. 3. Retailers Need to Be There Now
  21. 21. Be There for your Customers Link: http://happycustomer.stellaservice.com/2014/09/08/preparing-for-the-holiday-rush-qa-with-kevin-gardiner-of-macys/ "Chat is big time for us." - Kevin Gardiner, Director of Store Operations & Strategies at Macy’s
  22. 22. Be There for your Customers Olark (January, 2015): Link: https://www.olark.com/customers/retail-lessons-for-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."
  23. 23. Be There for your Customers Smart Insights (March, 2013) Credit: Justin Jackson, BizBox.ca Link: http://justinjackson.ca/unicorns/ "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."
  24. 24. 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.” Link: http://blog.wiser.com/handle-rush-live-chat/
  25. 25. Live Chat = Sales X --- better customer retention with chat (source: Olark + Shopify study, 2011) X --- donation size after chatting with someone (source: GiveForward Case Study) % --- increase in cart size (source: Olark + Shopify study, 2011)
  26. 26. 4. Be Here Now
  27. 27. Oasis
  28. 28. Email form Chat (multiple ops) Experiment Chat (one person) Spreadsheet Helpdesk (Desk.com) CRM (Salesforce)
  29. 29. Be Fast 70seconds Live chat response time across retail verticals: 85seconds Five year average time to first chat on Olark.com: Source: StellaService http://happycustomer.stellaservice.com/2013/09/04/live- chat-study-which-retailers-are-speedy-and-thorough-in- chat-interactions/ 13seconds Median time to first chat on Olark.com last 7 days:
  30. 30. Be Clever Link: https://www.olark.com/using-olark/how-clever-greeters-increase-conversion-rates Clever greeters increased conversion rates by as much as 37 percent! -- Johnathan Dave, co-founder, Disruptive Advertising
  31. 31. Be Ready 20% increase in chats from Monday before Thanksgiving to Cyber Monday Mon. + Tues.busiest chat days of the week 7:00am - 11:00am PSTbusiest chat hours each day
  32. 32. Parting Thoughts #Chill #Help #Anticipate #MakeItHappen #PracticeEmpathy #SpeakYourMind bonus: #FastandSlow
  33. 33. Questions?
  34. 34. Karl Pawlewicz Voice of Olark karl@olark.com @karlpawlewicz Olark www.olark.com olark.com/pricing @Olark

×