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© 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!

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!

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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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