NYC eCommerce Meetup (2.11.15)

Happy Customers, Now.

Featuring:

Olark@Olark

#OlarkLiveChat

Presented by:

Karl PawlewiczVoice 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, Brazil,

Charlotte, Denver, Detroit, Montana, New

Orleans, NYC, Phoenix, Portland, San

Diego, San Francisco, UK, Toronto

Bootstrapped

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 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

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

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

Live chat is preferred

Software Advice

(January, 2015):

Link: http://www.softwareadvice.com/crm/industryview/demographics-live-chat-report-2015/

Live chat is preferredSoftware Advice

(January, 2015):

Link:

http://www.softwareadvice.com/crm/industryview/demographics-live-chat-report-2015/

Live chat is preferredeConsultancy

(November 2013):

Link:

https://econsultancy.com/blog/63867-consumers-prefer-live-chat-for-customer-service-stats/

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-kevin-gardiner-of-macys/

"Chat is big time for us."

- Kevin Gardiner, Director of Store Operations &

Strategies at Macy’s

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."

Be There for your

CustomersSmart 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."

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/

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)

4. Be Here Now

Oasis

Email formChat

(multiple ops)

Experiment

Chat

(one person)

SpreadsheetHelpdesk

(Desk.com)

CRM

(Salesforce)

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:

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

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

Parting Thoughts

#Chill

#Help

#Anticipate

#MakeItHappen

#PracticeEmpathy

#SpeakYourMind

bonus: #FastandSlow

Questions?

Karl PawlewiczVoice of Olark

[email protected]

@karlpawlewicz

Olarkwww.olark.com

olark.com/pricing

@Olark