RWL176: Harnessing Human Connection in Digital Customer Service with Olark's Ben Congleton

From the archives:

On today's episode I'm revisiting an interview recorded during the remote work life summit (2019) in which I share the secrets of blending human touch with technology in customer service with Ben Congleton, CEO and founder of Olark. 

Our conversation peels back the layers of how Olark revolutionized live chat communications, marrying real-time interaction with the convenience of digital platforms. Learn how they've upheld the human-centric philosophy since 2009, ensuring that their growth never eclipsed the company's mission to enhance efficiency and satisfaction for customer service representatives. Ben also reveals how they've navigated the waters of remote work, transforming challenges into opportunities for a flexible, yet deeply connected workforce.

Navigating the complexities of a human-centric business, we unravel the threads of Olark's journey, from a shared vision among friends to a leader in empathetic customer service. Ben Congleton shares the significance of embedding a caring company culture into the fabric of their operations. He also illustrates how the company's approach has guided other businesses toward more remote-friendly and compassionate practices, thereby shaping the future of work. Our fascinating dialogue uncovers the intricate balance of technology and the irreplaceable human element in the service industry.

Wrapping up with actionable advice, Ben provides a treasure trove of tips for standing out in job applications and acing the hiring process. He underscores the importance of aligning with a company's values and culture, as well as the power of effective communication skills. We also examine the critical nature of onboarding in remote work settings, ensuring that new hires are woven seamlessly into the organizational tapestry. Thank you, Ben, for sharing your invaluable insights, as we spotlight the heart of customer service and the art of human connection in a digital world.

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