Lots of great tips here - considering how you would feel as the customer if you saw the proactive message, only prompting on certain pages or after a certain amount of time, and framing your messaging as ‘helpful’ rather than ‘sales-y’ - are excellent for support-focused pages.

At Olark (we’re a live chat product for those who may not know) we do…[Read more]

Both! I happen to live with a feline companion, but I love all animals.

Hey everyone! I’m excited to share that (as of Jan 2014) Olark is hiring for two Customer Support Champions. One to work out of our San Francisco office and one to work remotely in a European time zone. You can check them both out at http://www.olark.com/jobs

@rich thanks for the head’s up! I just submitted one listing for both jobs. Exciting to…[Read more]

@jon ditto… @julie incentivizing sounds like a great idea. Have you been able to fill all of your weekend shifts by making it “voluntary”?

My company (Olark) provides B2B services, but many of our customers offer 24/7 support to their customers using our product, so it’s important that the product be working 24/7. We currently have a team of 5 dedicated support folks + daily rotations of other team members. We keep most support interactions within business hours, but are always…[Read more]