More Related Content Similar to Boost online conversion with Live Chat! (20) Boost online conversion with Live Chat!1. © 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
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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.
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4. Agenda
Why live chat?
What can you expect?
How do you succeed?
…..questions
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5. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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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11. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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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26. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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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28. © 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Questions?
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Editor's Notes t t t t t t t t Complete administrative controlComplete ownership of the tools necessary to convert visitorsAdjust business rules and messaging on-the-fly to respond to real-time metricsProactivMulti-channel approach Email, chat, sms, social media important to have all of your text based communication channels in one placeScalable and affordableSupport as many websites as you need, add or subtract properties at willAdd or subtract agents at willAutomatic chat distribution and rules based routing improves efficiencyAchieve ROI in less than 12 months, it pays for itselfinvitations and analytic tools help optimize cart metricsVIP supportUse our vast library of whitepapers, research reports Professional services are offered throughout implementation