For Shah, his attraction to Olark prior to joining as CMO was the company’s priority of the customer. At Olark, the company ensures that each of its employees (including its leaders) go through the necessary training of speaking with customers and then rotates employees through the customer service role throughout their tenure at the company. This wasn’t always the case, though; in the beginning, the company hired outside help to do all of the customer service, but they quickly learned that doing so led to a disconnect with their customers. With tools like Desk.com, Olark discovered ways to engage with their customers in the best possible. According to Shah, Desk.com has enabled Olark to uphold its focus on providing All Hands Support. The platform allows them to keep every customer email, chat, or tweet all in one place. By doing so, they can look at the timeline of how they’ve provided support for each customer from beginning to end (from when the customer reached out to Olark to the point at which the issue was resolved). During their first two weeks, new hires to Olark must go through doing customer support using Desk.com as their primary tool – from reading customer responses in the Desk platform to responding to customer email tickets; without Desk, the company would be in desperate need of a tool that could enable them to keep up with their All Hands Support structure. Watch Sunir Shah in the video below as he goes further into Olark’s All Hands Support methodology, and why he believes customer service is the core mission of your brand in the 21st century:
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