0
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Let’s get engaged
Online Retailer: Au...
Speaker
● Andy Farquharson
• VP Asia Pacific, LogMeIn
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR I...
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Let’s get engaged!
Build loyalty and ...
Agenda
Why live chat?
What can you expect?
How do you succeed?
…..questions
© 2013, LogMeIn, Inc. | The Capability Cloud T...
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Why live chat?
5
the research doesn’t lie…..
49% trust a
website more if live chat
is available
© 2013, LogMeIn, Inc. | The Capability Clou...
The trend is changing
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
7
The trend is powerful
Penetration in Australia is expected to double in three years
© 2013, LogMeIn, Inc. | The Capability...
Increase their likelihood to purchase
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY...
It’s worthwhile courting chatters
● Improved web experience &
performance
• 60% more efficient than phone
• 78% more effic...
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
What can you expect?
11
By the numbers
7.5X more likely to purchase
50% increase in sales completion rates
15-20% increase in average order value
...
Case Studies
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
20xmore likely to conver...
Case Studies
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
14
“provide more
detaile...
Case Studies
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
15
65%
of chatters buy
2...
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
How do you succeed?
16
just like SEO, SEM….
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
just like SEO, SEM….
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
Implement, test, and learn
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
19
Make it...
Quiz time!
Which chat button do shoppers like best?
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INT...
Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
21
Where is the best place...
Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
22
Answer chats in under _...
Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
23
How many chats can the ...
Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM
CONFIDENTIAL - FOR INTERNAL USE ONLY
24
How many chats can the ...
Rely on BoldChat
● Complete administrative control
● Multi-channel approach
● Scalable and affordable
● VIP support
© 2013...
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Conclusion
26
Be Bold
● Why live chat?
• 12% of shoppers want it and that number is growing.
• You’ve got a chance to get ahead of the c...
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Questions?
28
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Boost online conversion with Live Chat!

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A presentation I gave at the Online Retail Conference in Sydney, August 2013.

Live Chat is coming to Asia and it is going to transform your business!

Published in: Technology, Business
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  • Complete administrative controlComplete ownership of the tools necessary to convert visitorsAdjust business rules and messaging on-the-fly to respond to real-time metricsProactivMulti-channel approach Email, chat, sms, social media important to have all of your text based communication channels in one placeScalable and affordableSupport as many websites as you need, add or subtract properties at willAdd or subtract agents at willAutomatic chat distribution and rules based routing improves efficiencyAchieve ROI in less than 12 months, it pays for itselfinvitations and analytic tools help optimize cart metricsVIP supportUse our vast library of whitepapers, research reports Professional services are offered throughout implementation
  • Transcript of "Boost online conversion with Live Chat!"

    1. 1. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY Let’s get engaged Online Retailer: August 19-22, 2013
    2. 2. Speaker ● Andy Farquharson • VP Asia Pacific, LogMeIn © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 2
    3. 3. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY Let’s get engaged! Build loyalty and boost business by enabling human-to-human connections in a digital world. 3
    4. 4. Agenda Why live chat? What can you expect? How do you succeed? …..questions © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 4
    5. 5. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY Why live chat? 5
    6. 6. the research doesn’t lie….. 49% trust a website more if live chat is available © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 6 53% prefer to shop at sites where live chat is available 38% of Australian shoppers have engaged with live chat before
    7. 7. The trend is changing © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 7
    8. 8. The trend is powerful Penetration in Australia is expected to double in three years © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 8
    9. 9. Increase their likelihood to purchase © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 9
    10. 10. It’s worthwhile courting chatters ● Improved web experience & performance • 60% more efficient than phone • 78% more efficient than email • 50% reduction in cart abandonment ● Great demographics • college educated • 25 – 49 years of age • shop online and spend more © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 10
    11. 11. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY What can you expect? 11
    12. 12. By the numbers 7.5X more likely to purchase 50% increase in sales completion rates 15-20% increase in average order value © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 12 training costs reduced by 3X cost vs. phone calls are 10-20% cart abandonment rates 50%
    13. 13. Case Studies © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 20xmore likely to convert 20%lift in sales 20%In AOS 700%return on investment
    14. 14. Case Studies © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 14 “provide more detailed information consumers need in a very concise and customized matter.”
    15. 15. Case Studies © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 15 65% of chatters buy 23% increase of chats 44% increase of sales
    16. 16. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY How do you succeed? 16
    17. 17. just like SEO, SEM…. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
    18. 18. just like SEO, SEM…. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
    19. 19. Implement, test, and learn © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 19 Make it real Human interaction is required Offer email When chat isn’t available 24/7 preferred If not, publish hours 59% accept pro-active Timing is key!
    20. 20. Quiz time! Which chat button do shoppers like best? © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 20
    21. 21. Quiz time! © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 21 Where is the best place to put chat?
    22. 22. Quiz time! © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 22 Answer chats in under ____ seconds to satisfy customers? 10
    23. 23. Quiz time! © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 23 How many chats can the average agent handle?
    24. 24. Quiz time! © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 24 How many chats can the average agent handle?
    25. 25. Rely on BoldChat ● Complete administrative control ● Multi-channel approach ● Scalable and affordable ● VIP support © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 25
    26. 26. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY Conclusion 26
    27. 27. Be Bold ● Why live chat? • 12% of shoppers want it and that number is growing. • You’ve got a chance to get ahead of the curve, and your competitors. ● What can you expect? • Sales will go up by 20% • Average order value will go up • Costs will go down • Customer Satisfaction will go up ● How do you succeed? • Start now and learn how to optimize. • Follow known best practices. • Ask for help when you need it. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY 27
    28. 28. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY Questions? 28
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