boost online conversion with live chat!
DESCRIPTION
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!TRANSCRIPT
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© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Let’s get engaged
Online Retailer: August 19-22, 2013
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Speaker
● Andy Farquharson• VP Asia Pacific, LogMeIn
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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© 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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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
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© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Why live chat?
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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
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The trend is changing
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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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
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Increase their likelihood to purchase
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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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
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© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
What can you expect?
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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%
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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
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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.”
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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
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© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
How do you succeed?
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just like SEO, SEM….
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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just like SEO, SEM….
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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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!
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Quiz time!
Which chat button do shoppers like best?
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
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Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Where is the best place to put chat?
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Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Answer chats in under ____ seconds to
satisfy customers?
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Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
How many chats can the average agent handle?
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Quiz time!
© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
How many chats can the average agent handle?
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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
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© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Conclusion
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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
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© 2013, LogMeIn, Inc. | The Capability Cloud TM CONFIDENTIAL - FOR INTERNAL USE ONLY
Questions?