commsdayunwired2015: logmein daniel cran
TRANSCRIPT
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M-Commerce 2015NOVEMBER 2015
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2© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Agenda
M-commerce in AustraliaAre companies failing mobile customers?
Mobile engagement priorities
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Who is LogMeIn?
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4© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
To simplify the way people connect to each other and the
world around them.
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Today:Connecting over 300 million people, devices,
and things across the world
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6© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Over 500,000 Customers Trust LogMeIn
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What does m-commerce in Australia look like?
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$4.9 BillionM-commerce in
Australia
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9© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
How Australians are Transacting
16.8% 41.2%December 2010 December 2013
Any m-commerce transaction activity
Percentage of Australians aged 18 years+ who used the internet on their mobile phone
9.1% 34.7%December 2010 December 2013
Mobile online banking transactional activity
22.0% 21.8%December 2010 December 2013
Mobile online shopping transactional activity
Source: ACMA 2014
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Ovum LogMeIn Survey: How companies are missing the mark with customer care
and support
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Finding #1
Mobile engagement grew
by up to 47%
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12© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Consumers are online, so is their engagement
Question: Which of the following support channels do you typically use to reach a business with customer support questions? What did you use two years ago to get in touch with customer service?
Landli
ne
Mobile
call
Websit
eCha
tMail
Mobile
app
Socia
l med
ia SMS
Commun
ities
55%
84%
22%35%
10%
30%
2% 6% 11%3%
76% 71%
47% 50%
26% 20%13% 14% 19%
10%
2012 Today
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15© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Despite all these choices…
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16© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Consumers are waiting…
Knowledge provided by representatives
Ease of use of self-service
Ability to reach the right representative
Time taken to reach a representative
21%
27%
48%
50%
60%
44%
47%
39%
19%
29%
5%
11%
Worsened Stayed the same Improved
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Finding #2:
Mobile engagement is worth billions
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18© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Mobile engagement potentially worth billions
We also asked respondents to think about their last mobile purchase.We inquired if they contacted the retailer, with their device, before making the purchase.24% said that they did.
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$1.2 BillionApplying the same 24%
“Mobile Engagement Factor” to Australian m-commerce.
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20© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Mobile engagement by channel
$398M
$339M
$211M
$117M
$86M
$47M
Voice CallEmailLive ChatSocial MediaText MessageLive Video Chat
For those who said they had a preceding mobile engagement before buying, we asked what channel they used.
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21© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
How does service affect consumer brand choice?
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22© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Has omni-channel customer service made consumers more demanding?
84% Say that customer service
impacts their choice of business
77% Have stopped doing business
with a company
following a bad customer
experienceAmerican results: 81% | 68%
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23© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
So what can you do?
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24© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
What is mobile engagement?
Today’s definition of mobile engagement: • Reactive• “Customers contact us and we do our best.”
Ideal definition:• Proactive• Mobile engagement is an operational practice • Includes an intentioned set of actions,
processes, people, and technology
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25© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Customers know the improvements they want
Better mobile applicationSupport tailored to my personal needs
Simplified live interaction experienceMore information on the web
Simplified customer experienceFaster agent response times
Easier access to live support representatives
3%13%14%
25%30%
49%66%
% of respondents
Q15. If you could choose two things for organisations to improve in customer service, what would they be?
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26© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Call centre managers know what it takes to improve the customer
experience Make
customer experienc
e more intuitive
Increase engagement speed
Expand Mobile
engagement
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27© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Summary
UpWeb, Email, Social, Mobile engagement
Waiting to get serviceEasier Access to info and agents
77%changed businesses due to poor service
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Thank you.