Case Study: Olark achieves support for 10,000 paying customers with Nicereply

How to support 10,000 paying customers

Olark, a live-chat company, recently surpassed 10,000 paying customers and faced the challenge of scaling support without losing the close customer feedback and service culture that fueled early growth. As the team grew from four founders to 30+ employees, they needed a way to stay connected to customers while handling much higher volume.

Their solution, "All Hands Support," has every employee rotate through customer support alongside a seven-person dedicated team and a three-engineer triage group, plus formal onboarding focused on communication and tracked KPIs. The approach preserved a customer-centric culture, drives more than 200 chats and similar numbers of email tickets daily, strengthens product feedback and conversions, and helped sustain the company’s rapid growth.

Olark

Ryan LaBarge

Technical Support Samurai