© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Let’s get engaged

Online Retailer: August 19-22, 2013

2

Speaker

● Andy Farquharson• VP Asia Pacific, LogMeIn

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

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.

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

5

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Why live chat?

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

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

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

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

9

Increase their likelihood to purchase

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

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

11

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

What can you expect?

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

training costs reduced by 3X

cost vs. phone calls are 10-20%

cart abandonment rates 50%

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

Case Studies

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

“provide more detailed information consumers need in a

very concise and customized matter.”

15

Case Studies

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

65%of chatters buy

23%increase of chats

44%increase of sales

16

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

How do you succeed?

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

19

Implement, test, and learn

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Make it realHuman interaction is required

Offer emailWhen chat isn’t available

24/7 preferredIf not, publish hours

59% accept pro-activeTiming is key!

20

Quiz time!

Which chat button do shoppers like best?

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

21

Quiz time!

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Where is the best place to put chat?

22

Quiz time!

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Answer chats in under ____ seconds to

satisfy customers?

10

23

Quiz time!

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

How many chats can the average agent handle?

24

Quiz time!

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

How many chats can the average agent handle?

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

26

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Conclusion

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

28

© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY

Questions?