1. 9th March 2011 Live Chat InsightOnline Customer Engagement has Evolved Presented By: Ian Rowley

2. Parker Software established in 2003, develops innovative Windows based software aimed at companies that do business on the web. Our two main products are: A tool for monitoring web site visitor activity in real time and live chat Advanced Email automation tool for integrating incoming emails with business processes. We are a privately held company. All our software products are owned, developed & supported by us from our offices in the UK and USA. About Us

3. Global Customers

4. Presentation Overview There is more to Live Chat than simply click to chat, live chat now plays a major role in many organizations and is seen as a major component of an online customer engagement strategy. Presentation Highlights Include: Real Time Analytics - The Swiss Army Knife Equivalent of Web Analytics! Chat Interface Design – Outlook on Steroids! Why Good Live Chat Design Produces Faster Results Improved Customer Relationships – Knowledge is Power! Live Chat and back office CRM Integration

5. Live Chat Exposure Live Chat Exposure is Increasing General misconception about its functionality and benefits derived

7. Improves Online Conversions (20% Uplift)

9. Real Time Analytics Analytics Data How did your visitors arrive? Is your site on target Referring URL’s What are visitors looking for? Analytics can tell you what people are seeking not just what they’ve found Cart Abandonment Rate Where are visitors landing / bouncing & viewing Multiple homepages Call to action What Interests your customers What are your website’s trends over time? Seasonal Trends Demographics

10. Live Analytics – Close Up

11. Live Chat Interface Design Key Focus on the Users Experience and Interaction User Needs Established What Users Want How Tech Savvy Make the Interaction simple and Efficient User Centered Design Combine Technical Functionality and Visual Elements What Interface look and Feel Appeals?

12. Live Chat Interface Design Clarity Discriminability Conciseness Consistency Detect ability Legibility Comprehensibility Prompts Status information. Error On-line help

16. Pulling Lists

17. Attending Trade-Shows

18. Reading Articles

19. Doing Research

20. Optimizing Websites CRM Goal – Convert Prospects Into Buyers

21. CRM Facts Constant Contact – Potential Customers on average take 5 to 7 methods of contact to make purchase decision. 75-90% percent of a company’s potential annual revenue is sitting in longer term prospects Most prospects buy between 6-12 months from first contact

22. The ability to create new and update existing CRM records from website information. Ability to integrate chat logs within the CRM WhosOn significantly improves pipeline opportunities and brand exposure and also leads to improved relationship management WhosOn CRM Integration

23. In this current economic climate, companies are finding that their online strategy will be vital in keeping their customers engaged. Increasing long-term customer value and providing them with quality rather than quantity will be of highest importance. Finding a way to speak to your customers on a more individual level will mean greater satisfaction and loyalty. The most valuable customers you can have are those who know you have made an effort to speak to them directly, and will happily recommend your product/service to their friends, colleagues and family. ......... .........There is a whole range of possibilities to engage your audience online Many of these are still largely untapped, and are perfect opportunities to invest in for a long-term competitive advantage. Scott Dodds General Manager Small and Midmarket Solutions and Partners Group – Microsoft - Customer Engagement Survey 2009 Summary – Word From Another

24. Further Information Ian Rowley (MSc) Business Development Manager Parker Software Inc, 4767 New Broad Street, Orlando, Florida 32814 e: ian@parker-software.com w: www.whoson.com IRowley USA: Toll Free (800)-680 7712 Stand 8 Free Trial www.whoson.com/trialoptions.aspx Q & A