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Leveraging Support Technologies

to Fuel Customer Engagement

November 1, 2012

2pm to 3pm EDT

W E B C A S T S E R I E S

Featured Speakers

Peter Zeinoun

Senior Product

Marketing Manager

Aren Barge

VP of Technical OperationsDennis Gershowitz

VP, Service Strategies Practice

CEMDNA Playbook

Strategy

Dennis Gershowitz

VP, Service Strategies Practice

Anthony & Alexander Group LLC

Technology is Key to the Customer Experience

Customers today…

• Are increasingly knowledgeable and sophisticated

• Have many ways of seeking support

• Expect a positive customer experience

As a result, support organizations…

• Rely on technology to empower service tech to exceed

customer expectations

• Need to train agents on people skills as well as how to

use the available technology

CEMDNA Playbook Strategy�

4 Phases – 12 Building Blocks

Peter Zeinoun

Senior Product Marketing Manager

The World of Online

Customer Engagement

September 24, 20137

The world of Online Customer EngagementA fragmented landscape of customer-initiated interactions

What product

is right for me?

I have a

question about

my warranty!

I need help

installing my

printer driver!

Empowered

Hyper-connected

Social

Impatient

Mobile

Why? Who? How?

Driving CSAT requires actionMove from Customer Deflection to Customer Engagement

8

September 24, 2013

Traditional view of Customer Service

• Costs money

• Doesn’t generate value

• A necessary burden

Driven by cost-accounting goals

• Average Handle Time

• Cost per call

CALL DEFLECTION

Be ready to respond to customers

• Whatever topic they choose

• Whatever medium they choose

• As long as it takes to satisfy them

Be ready to reach out to customers

• Proactively

• In a medium they prefer

• Deliver a “Wow experience!”

CUSTOMER ENAGEMENTWhy?

Who?

How?

© 2012, LogMeIn, Inc.

New World for Customer Engagement

Equipped &

empowered

customer care agents

Direct agent

engagement with

customers

Superior customer

experience

Increased customer

loyalty

Higher customer

lifetime value

Focus on the Agent, and the Customer will follow

© 2012, LogMeIn, Inc.

What?

“Create service experiences that

WOW Customers & Agents”

⇒⇒⇒⇒

Why?

Wow agents ⇒⇒⇒⇒Wow customers

⇒⇒⇒⇒ Long Term Business Value

How?

- More usable (UI/UX)

- For more reasons

(features/platforms/integrations)

Delivering LogMeIn Customer Engagement

Online ChatOnline Chat Remote SupportRemote Support

© 2012, LogMeIn, Inc.

Aren Barge

VP of Technical Operations

Support Technologies

We Depend On

Overview of Smart Support

Smart Support specializes in remote PC support for customers on

an international level. Services include:

• Virus Removal

• Malware Removal

• Spyware Removal

• Trojans Removal

• Search Redirection Removal

• Browser Hijackers Removal

• PC Setup

• Setup

• Troubleshooting

• Maintenance

• Software support

Overview of Smart Support

We receive support calls for our own in-house software

products as well as for our partners & affiliates

• We assist these customers with their issues and upsell them to our Smart

Support services. Example of a few service plans:

• OTR – One Time Removal

• Tune-up

• Annual and multiannual support plans

• In-house and partner software sales

Post and Pre sale tools

• LogMeIn Rescue

• BoldChat by LogMeIn

• ConnectWise

• Internal CRM

Support Technologies We Depend On

Typical Presale Scenario

• Sales agent receives call from a prospect or customer.

• Sales agent starts remote session with the caller.

• Sales agent assists the caller with their issue and gives them available

options.

• Remote support delivers a huge advantage converting these support

calls into sales.

Benefits

• Caller is able to see exactly the type of support we can

give them.

• Conversions to sale increase by 25% - 30% when using

remote support!

• Higher customer retention on our in-house and partner

products. It’s a Win / Win!

Support Technologies We Depend On

Post Sale

• Work is done by our team of “Smart Techs” using remote support.

• Sales agents will transfer the existing session to our Smart Techs for work.

• Sessions are transferred between technicians based on severity.

• Interactions with customers and technicians typically done through a chat

interface.

• LogMeIn Rescue integrates with our CRM. Chat logs, etc. are

automatically loaded into ConnectWise for review and follow up.

Example of Process In Action

Recent Customer Call:

• Customer called us asking if our team could remove a

very common infection called the “FBI” virus.

• Our sales agent started the session using remote

support to examine the situation with the customer’s

computer.

• Customer agreed to purchase an “OTR” (One Time

Removal).

• The active session was then quickly transferred to a

“Smart Tech” who immediately set the customer’s

expectation for when the work would be completed.

Example of Process In Action

Recent Customer Call (cont.):

• As the customer watched in amazement,

our Smart Tech finished the work in

about 45 minutes.

• While finishing up, the customer chatted

the following:

“This is incredible! Thanks so much.

Can I choose the 2nd option of payment

(service for a year instead of one shot

deal)? I am impressed by your work. “

Example of Process In Action

Recent Customer Call (continued):

• The LogMeIn Rescue session was then transferred back to the original

sales agent and an additional sale was made.

• Now the customer can reach out to us via the LogMeIn Rescue calling card

feature, BoldChat, phone, or email.

• The same tools will be used to assist the customer for an entire year.

• The customer is now in our Smart Support ecosystem and more than likely

will continue to purchase additional services, products, etc.

Conclusions

By using best-in-class support technologies, we have been

able to achieve the following:

• High customer retention (most important)

– Provide customer with many channels of communication with our company

– Never have to leave their house

– Become the customer’s “Go To” guy with their PC

• Increased sales both upfront and on the backend

• Increase in referrals – happy customers tell their friends and family

• We are able to stay current with virus, spyware, and malware that our in-

house and partners/affiliates software misses.

• Training for our sales agents and Smart Techs

• Solve internal IT issues

Thanks for Your Participation

arenbarge@msn.com

561/807-6058 x204

peter.zeinoun@logmein.com

781/897-1326

dennisg@dgassociates.net

Phone: 914/552-7827

Peter Zeinoun

Senior Product

Marketing Manager

Aren Barge

VP of Technical OperationsDennis Gershowitz

VP, Service Strategies Practice

Requests for Information

Bill Bradley

Director of CEM Marketing

Omega Management Group Corp.

Tel.: 978/715-2587

bbradley@omegascoreboard.com

www.omegascoreboard.com

The next BCFL webcast is “Transforming the Customer

Experience with Actionable Insight,” and is scheduled for

November 15, 2 pm-3 pm ET. We hope you can join us.