Eight conversations at a time – handling live chats the smart way
1–10 of 19 posts
Re: Eight conversations at a time – handling live chats the smart way
#2You can also use Alfred (http://www.alfredapp.com/) to set up similar custom searches that you can access without being in the browser.
Re: Eight conversations at a time – handling live chats the smart way
#3Good thing there's a photo of that guy having lunch.
Re: Eight conversations at a time – handling live chats the smart way
#4How many Chats do people actually handle at the same time?
Re: Eight conversations at a time – handling live chats the smart way
#5Is this a hosted service? If so, in light of the article[1] posted here yesterday, I think I'll pass. Not that I have any suspicion that these guys would abuse my data, but it'd be all-to-easy...
Re: Eight conversations at a time – handling live chats the smart way
#6The great thing about Olark is it can be very humanizing if you let it. Its pretty powerful to tell a customer at 3am: "Hey, this is definitely a problem. I've marked it in our issue tracking software, but its 3am here and I am about to pass out. Is it okay if I email you tomorrow with a fix?". I wonder if that isn't more effective than just instantly fixing the problem at hand...
One really awesome thing we did at Zapier is add a custom Olark !info command that pulls up various stats of the user, like what plan they are on, how long they've had an account, links to their profile in the admin, etc... It has been crazy useful. Check out their awesome JS API [1].
Also, Olark is worth every penny. If it isn't installed on your site today, you are doing it wrong (especially if you are still figuring out your product).
Re: Eight conversations at a time – handling live chats the smart way
#7Is this a hosted service? If so, in light of the article[1] posted here yesterday, I think I'll pass. Not that I have any suspicion that these guys would abuse my data, but it'd be all-to-easy... 1. http://news.ycombinator.com/item?id=4907609
Although I understand the sentiment, I think it is in poor taste to compare Olark, a very reputable company with a solid track record, with whatever that fly-by-night company is doing.
Re: Eight conversations at a time – handling live chats the smart way
#8How many Chats do people actually handle at the same time?
I've handle roughly six or seven at a time. Don't think I've hit eight. It can definitely get challenging with that many chats running.
Re: Eight conversations at a time – handling live chats the smart way
#9How many Chats do people actually handle at the same time?
Depending on the nature of the chats, around a half dozen is my limit. If you've got 1-2 that are only responding to you every 10 minutes or so, or 1-2 have easy general questions, that number could probably push higher. But around 5 conversations that require legitimate investigation and troubleshooting is where I've found you can start to lose engagement.
Re: Eight conversations at a time – handling live chats the smart way
#10Is this a hosted service? If so, in light of the article[1] posted here yesterday, I think I'll pass. Not that I have any suspicion that these guys would abuse my data, but it'd be all-to-easy... 1. http://news.ycombinator.com/item?id=4907609
agreed, our experience with Olark has been wonderful. Been using them with two different companies over the last 3 years.