web 2.0 co browsing sales technique
TRANSCRIPT
Why LiveLOOK is Best for Web 2.0 Environments
Prepared by: Linda ZiembaVP Sales & [email protected] x802
Solves limitations of both categoriesRemote Control Co Browsing*
Classic Limitations:
Download requires firewall bypassExecutable requires anti-malware bypass
see: livelook.com/comparison.htm
Gen 1 Limitations:
Does not work with:• AJAX/Flash• Dynamic PopUps• Applets• Silverlight• Microsoft.NET
CrossBrowser Issues2
* Companies are LiveLOOK partners
Consideration LiveLOOK Gen 1 Co Browsing
Form-fill with client ● ●
Use agent mouse to point to things on client ● ●
Limit agent view to browser ●* ●
Ability to View:
Flash ● ○
AJAX ● ○
Silverlight ● ○
.NET ● ○
Dynamic pop-ups ● ○
Co Browse pages without modifying each page ● ○
Proactively call Co Browsing based on business parameters ● ○
Context-specific phone # for skills-based call routing ● ○
All browsers ● ○
Windows, MAC, Linux ● ○
* September release
Consideration LiveLOOKClassicRemoteControl
Remotely control desktop ● ●
File transfer ●* ●
Ability to run completely in the browser ● ○
Avoid firewall bypass ● ○
Avoid anti-malware blocking ● ○
Remote reboot & reconnect ○** ●
Diagnostics ○** ●
Switch presenter ○** ●
*Scheduled for September release**Scheduled for Q4 release
Co Browsing Partnership Timeline
2007
Web
SiteA
live
2008 2009
ZaZa
Chat
Instan
tSer
vice
ChatS
tatRi
ghtN
ow
nGen
era
BoldC
hat
LiveP
erso
n5
• Existing Co Browsing companies replacing their own Gen1 products
• Chat/CIM companies partnering
Nego
tiatin
gNe
gotia
ting
Nego
tiatin
g
Key Difference:LiveLOOK Assistant Proactive offer of assistance
Pop-up window asking if customer needs assistance Initiated based upon company’s business rules Simple Java script call
Difference from current solutions Click to Show vs Click to Call/Chat Context sensitive Direct to correct phone number for assistance
New Advertising/Training Medium Tied to database of marketing messaging/videos Tied to “self-service” or “troubleshooting” tips
LiveLOOK Assistant
Company Branding
• Behavior Parameter-driven• Phone #• Expected Wait Time• Troubleshooting Tips• Upsell/cross-sell clips• Configurable from
Management Portal• URL to html page• Flash video• Table of phone #s
