Real-World Case Studies and Customer Success Stories with Olark

Adler University wanted to improve their lead qualification process for their master's and doctoral programs. They were dissatisfied with a third-party call center and chose Olark live chat for bette...r engagement. Adler integrated Olark with Salesforce to track student records and chat history. Since implementing Olark, they have seen higher quality leads and increased enrollment. They converted 141 contacts into leads and supported 290 existing students. The chat system allows quick connection to resources, improving qualification and conversion rates.
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ASU Prep Digital, an online school part of Arizona State University, used Olark to manage a surge in student enrollment during COVID-19. Initially, Olark was used to increase conversion rates on land...ing pages. However, with over 2,500 new students enrolling, the school shifted to using Olark for customer support. They implemented features like Slack integration, chat ratings, and pre-chat forms to handle increased inquiries. This helped clear phone queues and improve student service.
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Chippewa Valley Technical College wanted to add live chat to their website to keep up with the times. They chose Olark after researching many tools. Olark is used in recruitment and student services,... with nearly 35,000 chats conducted. Key features include chat routing, automation, and CRM integration. Olark has become a popular communication tool, reducing phone calls and helping capture more leads. It has improved processes and created a new lead generation channel for the college.
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Florida SouthWestern State College faced a challenge when COVID-19 forced them to close their campus. They needed a way to continue providing services to students and faculty. The IT team quickly imp...lemented Olark's live chat software. They used Olark's API to integrate with the student portal for secure authentication. This allowed students to log in and chat with staff easily. In the first three months, over 10,000 students were served via chat. This reduced wait times and improved service during the pandemic.
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Franklin University needed a way to communicate with students worldwide, especially those in different time zones. They used Olark's CoPilot and Slate integration to provide 24/7 chat support. This h...elped reduce call center load and allowed for efficient communication. The chatbot answered common questions, freeing up advisors for complex inquiries. The integration with Slate provided a full view of student interactions. Franklin University has about 23 agents using Olark, handling 10-12 chats per day.
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HBA Learning Centres in Australia wanted to increase student inquiries and enrollment. They used Olark's live chat with features like transcripts, chat ratings, and automatic greeters. This helped th...em engage more with website visitors. As a result, they saw a 15% increase in learner enrollment. Olark also helped them maintain high customer service standards through regular reviews of chat interactions.
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IMG Academy, a large sports-focused boarding school in Florida, used Olark's live chat to engage with site visitors. They found Olark easier to use than their previous chat tool. The sales team manag...es the chat, using features like Automatic Greeter and Live Chat Forms. During peak season, they handled 4,371 chats, with a 71% lead qualification rate from Olark chats. This proactive approach helped them improve customer engagement and lead quality.
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Seabury Academy faced communication challenges during the COVID-19 pandemic as they had to close their school. They needed a way to stay connected with students and parents. They implemented Olark's ...live chat tool to facilitate communication. This allowed them to answer questions from prospective students and connect visitors with staff. Olark helped them understand website changes needed based on visitor interactions. The tool also assisted in unexpected situations, like guiding a delivery driver. Olark has been successful in keeping the school community connected and is seen as a long-term solution.
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The University of Montana wanted to modernize their inquiry handling in 2013. They faced budget cuts and needed to reduce phone calls and walk-ins. They chose Olark for its WCAG 2.0 compliance and pr...icing model. Olark's features like co-browsing and chat transcripts helped them improve efficiency. They reduced repetitive inquiries by 50% and cut daily chats from 50 to 25. This allowed them to provide faster information to students and alumni.
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The Career Center at the University of Virginia needed a way to reach students for career guidance without adding stress. The center was located far from most students, making visits difficult. They ...chose Olark for its simplicity and ease of use. Olark's features like co-browsing and chat routing helped advisors assist students efficiently. Within the first month, over 30 advisors used Olark, logging almost 400 chats. Olark accounted for up to half of the center's one-on-one student engagements.
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Yoga Ed, a global program providing online training and resources for teachers, needed a way to connect with site visitors. They implemented Olark's live chat to engage customers and reduce email inq...uiries. Key features used include chat routing, shopping cart saver, and automated greetings. As a result, Yoga Ed saw a 50% reduction in emails and improved B2B sales. Live chat also informed their business and marketing decisions.
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Zack Academy, an online training source for professionals in construction and design, used Olark's live chat to improve customer service. They wanted a quick way to assist students without increasing... team size. Olark's live chat allowed them to efficiently handle inquiries, with 70% of chats being sales-related. The use of shortcuts and transcripts helped provide accurate information quickly. As a result, Zack Academy saw a 4.5 times higher conversion rate from chat users compared to non-chat users.
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Creative Bag, a family-owned packaging retailer in Toronto, used Olark CoPilot to automate customer support. Before using Olark, their phones were constantly ringing. They implemented Olark's live ch...at and later added CoPilot to handle repetitive questions. CoPilot now manages 75-80% of chats, freeing up time for their main support agent. This automation allows Creative Bag to provide quick and personalized responses, improving customer service efficiency.
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Keiphone, a Chilean e-commerce company, needed to build trust with customers who were wary of online scams. They used Olark live chat to provide real-time support and sales information. This helped t...hem convert up to 1000 new customers a month. Keiphone handles around 4,800 chats monthly, with live chat being more effective than phone or WhatsApp. Olark's features, like WooCommerce integration and chat transcripts, help Keiphone improve customer interactions and build trust.
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Camp North Star, a summer camp in Maine, uses Olark to improve customer engagement. They added live chat to their site to help with recruiting and new enrollment. Olark's features like transcripts an...d targeted chat automation aid in personalized communication. The camp finds Olark's pricing model suitable for their small team. The tool helps reduce barriers to quick conversations, aiding in the sales process.
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Kennolyn Camps used Olark's live chat to reduce phone calls and capture more leads. They wanted an alternative to phone support and a way to handle multiple inquiries at once. After seeing Olark on a...nother camp's site, they decided to try it. Olark's features like Hubspot integration and pre-chat forms helped them capture leads and automate responses. As a result, they spent more time with campers and tracked leads effectively.
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Lush Cosmetics UK wanted to offer a better customer journey online. They chose Olark for its ethical business practices and customizable features. Olark's live chat allowed Lush to replicate in-store... consultations online. Customers who used the chat had a 174% higher conversion rate and a 19% higher average spend. This helped Lush maintain strong customer relationships.
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Sleeping Duck, an Australian mattress company, wanted to improve customer service. They chose Olark for its easy setup and features. Olark's live chat helps Sleeping Duck build strong customer relati...onships. Customers can request specific agents, and the team uses chat transcripts for training. During COVID-19 lockdowns, live chat usage increased from 5% to 12%. Olark remains a key tool for customer connection.
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FeneTech, a software company for the fenestration industry, used Olark's live chat on WordPress to reach new ERP leads worth hundreds of thousands of dollars. They integrated Olark into their website...s, using features like automation rules and offline forms to capture valuable leads. The chat system allowed them to engage with prospects more personally, leading to better information sharing. Olark's transcripts and reports helped FeneTech improve their lead performance and build relationships in the ERP industry.
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Palmer Johnson Power Systems (PJ Power) wanted to enter the e-commerce space and noticed competitors using live chat. They chose Olark live chat for its features and Salesforce integration. PJ Power ...saw sales grow from $1,830 in January to $103,075 in June. They averaged 250 chats per month, with a peak of 282 in June. Olark's features like Shortcuts and Groups helped streamline customer service, leading to over $258K in sales in six months.
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Command Alkon, a global software company in the construction industry, wanted to improve customer engagement and lead conversion. They implemented Olark live chat on their WordPress-based website to ...assist visitors and capture leads. The marketing team uses Olark to answer questions and nurture potential leads, with chat volumes ranging from 15-60 per month. Olark's features, like automated greetings and chat transcripts, help streamline communication and lead conversion. The live chat has facilitated numerous conversions, helping Command Alkon connect potential customers with sales quickly.
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Landmark Properties, a real estate firm specializing in student housing, switched from Facebook Messenger to Olark for better communication with prospective residents. They used Olark's personalizati...on and tracking features to capture leads and convert them into leases. In one fiscal quarter, 14 leads were directly attributed to Olark, and at one property, 50% of Olark leads signed a lease. The company plans to implement Olark across all properties due to its success.
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Fruition, a digital consultancy, wanted to provide immediate support to clients and prospects on their website. They chose Olark live chat to increase responsiveness. With Olark's integration with Sa...lesforce, they can auto-populate leads and access chat records. This helps them nurture quality leads and improve client interactions. Since using Olark, Fruition has seen a decrease in call volume and easier prospect outreach. They can quickly respond to client issues, even outside regular hours.
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The City of Vancouver's 311 center used Olark live chat to handle service requests. Initially, they used it for an elections project, then expanded it for a vacancy tax policy. The chat became popula...r with both customers and agents. They saw a 100% increase in chat volume monthly, reaching 5,000 interactions. Olark's features like reporting and pre-chat surveys helped improve service. The chat now handles 10% of daily inquiries, modernizing their customer service approach.
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Sphera Solutions used Olark live chat to improve customer service. They started using Olark in October 2017 to provide instant communication and support. This helped them reduce ticket close time by ...47%. The Customer Care team achieved an average response time of ten to fifteen seconds. Customers praised the team for being responsive, kind, and prompt. Olark's features like chat transcripts, reporting, and cobrowsing enhanced the customer experience.
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Remedy is a virtual healthcare provider in Texas. They wanted to improve patient experience by using Olark's live chat. Before Olark, they used phone calls and emails for bookings. With Olark, they m...ade scheduling fast and easy. Remedy received thousands of five-star reviews, with many praising the live chat service. Olark helped Remedy maintain its values of accessibility and excellent patient experience.
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Sterlitech needed a live chat tool to communicate with customers. They chose Olark for its user-friendly interface and features like Shortcuts. Sterlitech uses Olark with Salesforce to manage custome...r interactions. This integration helps them respond quickly to offline queries. Olark's features allow Sterlitech to connect customers with technical experts. This builds strong relationships and sets them apart in the filtration industry.
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VPS Underfloor Heating, a small ecommerce supplier in Scotland, uses Olark live chat to improve customer service. They wanted to reduce phone and email inquiries for simple questions, freeing up time... for complex queries. With Olark, they saw a drop in phone calls and emails, allowing them to focus on business customers. The Cart Saver feature helps them see customer carts in real-time, offering targeted assistance and small discounts to close sales. This integration has helped them maintain personalized service and increase conversions.
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