The document discusses strategies for humanizing the online customer experience. It notes that customers are increasingly spending online and preferring digital communication channels over phone calls. Live chat is presented as an important way for businesses to engage customers online, as it allows them to handle multiple conversations simultaneously unlike phone calls. Case studies show that implementing live chat can reduce costs while improving customer service, leading to increased sales and reduced abandonment rates. The document advocates using chat to replicate the personalized in-store experience online.

1. humanising the online experience
Andy Farquharson
Vice President Asia Pacific

2. Vendors are not the enemy
1 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

3. 2

4. Evolve with your customer
Enhance the online CX
Customers are impatient and connected

5. 4 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

6. Australian Market is evolving
9% of all Australian
retail spend in 2015
will be online

7. Australian Market is evolving
2010 $16.9b
2015 $33.3b

8. Australian Market is evolving
online presence selling online
43%
75%

9. Australian’s are spending more
35%
26% 25% 26%
21% 22%
20%
18% 19%
$750-$999 $1000-$1499 >$1500
US Europe Australia

10. Australian are spending more
54%

11. Australian are spending more
I’m 30 if you
round down.

12. Australian are spending more

13. Internet access is expanding

14. 86%
stop doing business
with an organisation
after one bad
experience
13 © 2011, LogMeIn, Inc.

15. Changing consumer

16. Changing consumer
Vendors are not the enemy
15 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

17. Changing consumer
Vendors are not the enemy
16 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

18. Changing consumer
12,000
175,000,000
#1

19. Changing consumer
#QantasLuxury
#McDstories
18 © 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

20. 26%
of customers posted a negative
comment on a social networking
site after a poor customer
experience
19

21. 20
79%
© 2011, LogMeIn, Inc.
of complaints on social
channels are ignored

22. The value of finding a solution
Better Customer Experience drives MILLIONS in revenue
$44
Hotels $825
$495
Wireless 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. humanising online engagement
communication channels are evolving

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. 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. 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. 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. Customers preferred engagement channel
70% 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. Customers preferred engagement channel
70% 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. Australian customers
Have you ever engaged live chat?

31. Australian customers
YES
38%
62%
NO

32. Live chat has reached a tipping point
70%
60%
50%
40%
30%
20%
2009 2010 2011 2012
Yes No
31

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. 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. The danger of chat
90% of successful
Decrease in Produces MORE
chats with
Efficiency calls, not less
Live Agents

36. Business value - Efficiency
A phone operator can
only handle one call
35

37. Business value - Efficiency
Average chat rep can handle
3 chats simultaneous
36

38. Business value - Efficiency
Skilled chat rep can handle
6-10 chats simultaneous
37

39. Case Study
INDUSTRY: Gaming/Telecommunications
Why Online Chat?
Reduced costs Service response time
24 hours
25% to
12 minutes

40. Business value – Increased Revenue
believe chat is more
efficient than email 86%
74% believe chat is more
efficient than phone
39
50% reduction in
abandonment rates

41. Case Study
INDUSTRY: Financial Services
Why Online Chat?
Leads generated “credit specialists can
now work with several
56% clients at once, slashing
Sales increase response time to
seconds from hours.”
22%

42. replicate bricks & mortar online
More intelligent than Bricks & Mortar

43. Case Study – Dreams Retail
INDUSTRY: Retail
Why Online Chat?
“we communicate with customers as they
shop, equivalent to being helped in person
in a brick and mortar store.”
Kevin Bates
President, e-Commerce & Retail Divisions

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. Thank you!

46. Questions?

47. if conferences make you thirsty…….

48. Thank you!