Case Study: Collage.com achieves faster, insight-driven customer service and improved product positioning with Olark

How Collage.com uses live chat to hone their customer service and product positioning

Collage.com is a Michigan-based ecommerce company that lets customers create over 50 custom photo products, from mugs to blankets. Because many purchases are highly personalized, shoppers frequently have specific, real-time questions (about sizing, care, photo placement, etc.) that can block orders, so Collage needed a scalable way to meet customers where they are and resolve issues quickly.

Since adopting Olark Live Chat in 2014, Collage.com’s Customer Satisfaction team (grown from 3 to 15) has handled more than 140,000 chats a year (~400/day), using Olark’s reporting, transcript search, tagging, and an operator dashboard to speed responses, diagnose technical issues, and surface marketing insights. Those insights led to concrete improvements—like a blanket size guide—and better product positioning, while plans for proactive chat rules aim to reduce pre-purchase friction even further.

Collage.com

Graham Davis

Marketing Director