humanising the online experience                               Andy Farquharson                       Vice President Asia ...
Vendors are not the enemy1   © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
2
Evolve with your customer              Enhance the online CX              Customers are impatient and connected
4   © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
Australian Market is evolving                                9% of all Australian                                retail sp...
Australian Market is evolving2010                            $16.9b2015                                     $33.3b
Australian Market is evolvingonline presence                 selling online                                       43%   75%
Australian’s are spending more                                                                35%         26%             ...
Australian are spending more                        54%
Australian are spending moreI’m 30 if youround down.
Australian are spending more
Internet access is expanding
86%     stop doing business     with an organisation        after one bad         experience13   © 2011, LogMeIn, Inc.
Changing consumer
Changing consumer      Vendors are not the enemy15   © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
Changing consumer      Vendors are not the enemy16   © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
Changing consumer              12,000       175,000,000          #1
Changing consumer                                                                    #QantasLuxury                        ...
26%      of customers posted a negative     comment on a social networking         site after a poor customer             ...
20     79%     © 2011, LogMeIn, Inc.                             of complaints on social                              chan...
The value of finding a solution       Better Customer Experience drives MILLIONS in revenue                           $44 ...
humanising online engagement    communication channels are evolving
customer engagement is evolving     Phone is a dying engagement channel     Today’s youth aren’t talking and we are still ...
customer engagement is evolving     Phone is a dying engagement channel     Today’s youth aren’t talking and we are still ...
customer engagement is evolving     Phone is a dying engagement channel     Today’s youth aren’t talking and we are still ...
customer engagement is evolving     Phone is a dying engagement channel     Today’s youth aren’t talking and we are still ...
Customers preferred engagement channel70%         68%60%      54%50%40%30%                  23%                           ...
Customers preferred engagement channel70%         68%60%50%40%   35%                  33%30%                              ...
Australian customers Have you ever engaged live chat?
Australian customers                             YES                       38%              62%  NO
Live chat has reached a tipping point 70% 60% 50% 40% 30% 20%            2009          2010              2011   2012      ...
Chatters are good people to like       1 in 5 online shoppers are demographically desirable      INCOME                   ...
Chatters shop more frequently                                      Shopping Frequency                                     ...
The danger of chat90% of successful                     Decrease in   Produces MORE   chats with                      Effi...
Business value - Efficiency         A phone operator can          only handle one call35
Business value - Efficiency        Average chat rep can handle           3 chats simultaneous36
Business value - Efficiency         Skilled chat rep can handle          6-10 chats simultaneous37
Case Study               INDUSTRY: Gaming/Telecommunications              Why Online Chat?Reduced costs Service response t...
Business value – Increased Revenue                 believe chat is more                 efficient than email   86%74%     ...
Case Study                 INDUSTRY: Financial Services                 Why Online Chat?Leads generated               “cre...
replicate bricks & mortar onlineMore intelligent than Bricks & Mortar
Case Study – Dreams Retail                                           INDUSTRY: Retail                 Why Online Chat?“we ...
Case Study             INDUSTRY: Apparel/Online Retail              Why Online Chat?  “BoldChat is enabling us to provide ...
Thank you!
Questions?
if conferences make you thirsty…….
Thank you!
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Omni Channel Marketing Conference - Andy Farquharson

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Omni Channel Marketing Conference - Andy Farquharson

  1. 1. humanising the online experience Andy Farquharson Vice President Asia Pacific
  2. 2. Vendors are not the enemy1 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
  3. 3. 2
  4. 4. Evolve with your customer Enhance the online CX Customers are impatient and connected
  5. 5. 4 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
  6. 6. Australian Market is evolving 9% of all Australian retail spend in 2015 will be online
  7. 7. Australian Market is evolving2010 $16.9b2015 $33.3b
  8. 8. Australian Market is evolvingonline presence selling online 43% 75%
  9. 9. Australian’s are spending more 35% 26% 25% 26% 21% 22% 20% 18% 19% $750-$999 $1000-$1499 >$1500 US Europe Australia
  10. 10. Australian are spending more 54%
  11. 11. Australian are spending moreI’m 30 if youround down.
  12. 12. Australian are spending more
  13. 13. Internet access is expanding
  14. 14. 86% stop doing business with an organisation after one bad experience13 © 2011, LogMeIn, Inc.
  15. 15. Changing consumer
  16. 16. Changing consumer Vendors are not the enemy15 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
  17. 17. Changing consumer Vendors are not the enemy16 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
  18. 18. Changing consumer 12,000 175,000,000 #1
  19. 19. Changing consumer #QantasLuxury #McDstories18 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY
  20. 20. 26% of customers posted a negative comment on a social networking site after a poor customer experience19
  21. 21. 20 79% © 2011, LogMeIn, Inc. of complaints on social channels are ignored
  22. 22. The value of finding a solution Better Customer Experience drives MILLIONS in revenue $44 Hotels $825 $495Wireless Service $788 $450 provider $60 $65 Airlines $44 $481 Additional purchases Insurance $24 $203 Churn reduction providers $225 Word of mouth $12 Banks $90 $150 $- $200 $400 $600 $800 21
  23. 23. humanising online engagement communication channels are evolving
  24. 24. customer engagement is evolving Phone is a dying engagement channel Today’s youth aren’t talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%23
  25. 25. customer engagement is evolving Phone is a dying engagement channel Today’s youth aren’t talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%24
  26. 26. customer engagement is evolving Phone is a dying engagement channel Today’s youth aren’t talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%25
  27. 27. customer engagement is evolving Phone is a dying engagement channel Today’s youth aren’t talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%26
  28. 28. Customers preferred engagement channel70% 68%60% 54%50%40%30% 23% 21%20% 18% 12%10% 3% 2%0% Email Telephone Live Chat Social media US Europe Australia
  29. 29. Customers preferred engagement channel70% 68%60%50%40% 35% 33%30% 27%20% 18% 12%10% 5% 3%0% Email Telephone Live Chat Social media US Europe Australia
  30. 30. Australian customers Have you ever engaged live chat?
  31. 31. Australian customers YES 38% 62% NO
  32. 32. Live chat has reached a tipping point 70% 60% 50% 40% 30% 20% 2009 2010 2011 2012 Yes No31
  33. 33. Chatters are good people to like 1 in 5 online shoppers are demographically desirable INCOME 74%More than $50k 64% 26% Prefer Chat Less than $50k 33% Survey Sample 0% 10% 20% 30% 40% 50% 60% 70% 80% 32 © 2011, LogMeIn, Inc.
  34. 34. Chatters shop more frequently Shopping Frequency 10%Survey Sample 32% 42% v. 12% Prefer Chat 35% 47% 0% 5% 10% 15% 20% 25% 30% 35% 40% More than weekly Monthly 33 © 2011, LogMeIn, Inc.
  35. 35. The danger of chat90% of successful Decrease in Produces MORE chats with Efficiency calls, not less Live Agents
  36. 36. Business value - Efficiency A phone operator can only handle one call35
  37. 37. Business value - Efficiency Average chat rep can handle 3 chats simultaneous36
  38. 38. Business value - Efficiency Skilled chat rep can handle 6-10 chats simultaneous37
  39. 39. Case Study INDUSTRY: Gaming/Telecommunications Why Online Chat?Reduced costs Service response time 24 hours 25% to 12 minutes
  40. 40. Business value – Increased Revenue believe chat is more efficient than email 86%74% believe chat is more efficient than phone39 50% reduction in abandonment rates
  41. 41. Case Study INDUSTRY: Financial Services Why Online Chat?Leads generated “credit specialists can now work with several56% clients at once, slashingSales increase response time to seconds from hours.”22%
  42. 42. replicate bricks & mortar onlineMore intelligent than Bricks & Mortar
  43. 43. Case Study – Dreams Retail INDUSTRY: Retail Why Online Chat?“we communicate with customers as theyshop, equivalent to being helped in person in a brick and mortar store.” Kevin Bates President, e-Commerce & Retail Divisions
  44. 44. Case Study INDUSTRY: Apparel/Online Retail Why Online Chat? “BoldChat is enabling us to provide more detailed information consumers need in a very concise and customised matter.”
  45. 45. Thank you!
  46. 46. Questions?
  47. 47. if conferences make you thirsty…….
  48. 48. Thank you!

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