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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Let’s get engaged
Online Retailer: August 19-22, 2013

2. Speaker
● Andy Farquharson
• VP Asia Pacific, LogMeIn
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Let’s get engaged!
Build loyalty and boost business by enabling human-to-human
connections in a digital world.
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4. Agenda
Why live chat?
What can you expect?
How do you succeed?
…..questions
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Why live chat?
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6. the research doesn’t lie…..
49% trust a
website more if live chat
is available
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53% prefer to
shop at sites where live
chat is available
38% of Australian
shoppers have
engaged with live chat
before

7. The trend is changing
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8. The trend is powerful
Penetration in Australia is expected to double in three years
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9. Increase their likelihood to purchase
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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
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What can you expect?
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12. By the numbers
7.5X more likely to purchase
50% increase in sales completion rates
15-20% increase in average order value
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training costs reduced by 3X
cost vs. phone calls are 10-20%
cart abandonment rates 50%

13. Case Studies
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20xmore likely to convert
20%lift in sales
20%In AOS
700%return on investment

14. Case Studies
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“provide more
detailed information
consumers need in a
very concise and
customized matter.”

15. Case Studies
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65%
of chatters buy
23%
increase of chats
44%
increase of sales

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How do you succeed?
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17. just like SEO, SEM….
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18. just like SEO, SEM….
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19. Implement, test, and learn
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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. Quiz time!
Which chat button do shoppers like best?
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21. Quiz time!
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Where is the best place to put chat?

22. Quiz time!
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Answer chats in under ____ seconds to
satisfy customers?
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23. Quiz time!
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How many chats can the average agent handle?

24. Quiz time!
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How many chats can the average agent handle?

25. Rely on BoldChat
● Complete administrative control
● Multi-channel approach
● Scalable and affordable
● VIP support
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Conclusion
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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.
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Questions?
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