Netop Live Guide

AGENDA

• Introduction to Netop • The Netop Live Guide product line• Customer value• SAS case study• New opportunities in interactive marketing• Demonstration• USP’s and roadmap• Summary and Q&A

KEY MESSAGES

• Benefits of online chat can now be extended beyond the web site to email, online advertising & social media

– Increased sales, improved customer service, lower costs

• Rich media chat (text + audio & video options) creates a more personal experience that enhances these benefits

• Live Guide provides an exciting opportunity for companies to make their marketing interactive and their customer service more personal and satisfying

• Netop is a leader in delivering innovative online chat solutions for business

INTRODUCING NETOP

Why do over half of Fortune 100 companies use Netop Remote Control? Because security matters.Netop is the most secure, trusted and scalable remote solution on the market today.

Netop is the world leader in classroom management software, helping teachers in 75 countries to guide student learning on computers, and making teaching with technology easier and more effective.

Netop Live Guide is the rich media chat solution that helps companies provide better customer service, increase efficiency and turn web site visitors into customers.

WHY NETOP LIVE GUIDE

1. Convert visitors into customersTurn every site visit or email into a potential sale by engaging in a live chat

2. Increase efficiency, reduce costsWith live chat support, you can instantly answer questions and provide your visitors with the kind of excellent online service that increases sales

3. Not just customer service, real serviceGive visitors access to your best experts instantly with online sales support. Help visitors navigate your Web site and quickly explain product features and options

4. Fast customer qualificationProviding personalized online service will help the visitors make decisions and convert sales

5. Better customer experienceWith live chat software you can provide your visitors with the same level of service and expert knowledge as they expect in a traditional store

The innovative online chat solution that makes marketing interactive and turns web site visitors into

customers

LIVE GUIDE CUSTOMERS

EXAMPLE CUSTOMER

SAS – Scandinavian Airlines

RESULTS

SAS Customers Quick to Engage with Rich Media Chat

SAS implemented chat and experienced an immediate effect: a 100% increase in service efficiency, quicker response times and more satisfied customers. In addition, the new communication channel also provided a boost to SAS’s service image.

“Netop Live has increased our service efficiency by min. 100%, as we can manage an average of 5-6 chats in the time that it takes to conduct one telephone conversation.”

- Stephan Rosenkilde, E-Commerce, SAS

Telephone response times of up to several minutes were replaced by chat response times of just five seconds and customers reacted very positively:

“Super cool”

“It’s great to chat on sas.dk - we want chat in Norway too”.

“Thank you for super service”

NEW OPPORTUNITIES

Online Ads

EMAIL MARKETING

• Drip marketing• Renewal programs• Billing statements• Mass email

campaigns

SOCIAL MEDIA

DEMONSTRATION

Live Chat via Email

SUMMARY

Key Messages

• Benefits of online chat can now be extended beyond the web site to email, online advertising & social media

– Increased sales, improved customer service, lower costs

• Rich media chat (text + audio & video options) creates a more personal experience that enhances these benefits

• Live Guide provides an exciting opportunity for companies to make their marketing interactive and their customer service more personal and satisfying

• Netop is a leader in delivering innovative online chat solutions for business

USPs

• Loging and reporting– Operators see customer information & history

• Personal customer service– Switch from text to audio and/or video seamlessly

• Availability on all computer platforms– No download required

• Put the “click to chat” button anywhere

• Tools to increase conversion rates & sales

• Tools to reduce cost per contact/call

• Usability