1. humanising the online experience Andy Farquharson Vice President Asia Pacific

2. Vendors are not the enemy1 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

3. 2

4. Evolve with your customer Enhance the online CX Customers are impatient and connected

5. 4 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

6. Australian Market is evolving 9% of all Australian retail spend in 2015 will be online

7. Australian Market is evolving2010 $16.9b2015 $33.3b

8. Australian Market is evolvingonline presence selling online 43% 75%

9. Australians are spending more 35% 26% 25% 26% 21% 22% 20% 18% 19% $750-$999 $1000-$1499 >$1500 US Europe Australia

10. Australian are spending more 54%

11. Australian are spending moreIm 30 if youround down.

12. Australian are spending more

13. Internet access is expanding

14. 86% stop doing business with an organisation after one bad experience13 2011, LogMeIn, Inc.

15. Changing consumer

16. Changing consumer Vendors are not the enemy15 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

17. Changing consumer Vendors are not the enemy16 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

18. Changing consumer 12,000 175,000,000 #1

19. Changing consumer #QantasLuxury #McDstories18 2012, LogMeIn, Inc. | CONFIDENTIAL - FOR INTERNAL USE ONLY

20. 26% of customers posted a negative comment on a social networking site after a poor customer experience19

21. 20 79% 2011, LogMeIn, Inc. of complaints on social channels are ignored

22. The value of finding a solution Better Customer Experience drives MILLIONS in revenue $44 Hotels $825 $495Wireless Service $788 $450 provider $60 $65 Airlines $44 $481 Additional purchases Insurance $24 $203 Churn reduction providers $225 Word of mouth $12 Banks $90 $150 $- $200 $400 $600 $800 21

23. humanising online engagement communication channels are evolving

24. customer engagement is evolving Phone is a dying engagement channel Todays youth arent talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%23

25. customer engagement is evolving Phone is a dying engagement channel Todays youth arent talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%24

26. customer engagement is evolving Phone is a dying engagement channel Todays youth arent talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%25

27. customer engagement is evolving Phone is a dying engagement channel Todays youth arent talking and we are still listening Seniors 75% 3% 9% 6% 3%5% Baby Boomers 56% 9% 15% 4% 14% 3% Phone Email Gen-X 43% 13% 28% 3% 12% 2% Web self-service Web Chat Gen-Y 45% 12% 15% 4% 23% 3% Web search Peers New Silent Gen 16% 8% 22% 26% 22% 16%26

28. Customers preferred engagement channel70% 68%60% 54%50%40%30% 23% 21%20% 18% 12%10% 3% 2%0% Email Telephone Live Chat Social media US Europe Australia

29. Customers preferred engagement channel70% 68%60%50%40% 35% 33%30% 27%20% 18% 12%10% 5% 3%0% Email Telephone Live Chat Social media US Europe Australia

30. Australian customers Have you ever engaged live chat?

31. Australian customers YES 38% 62% NO

32. Live chat has reached a tipping point 70% 60% 50% 40% 30% 20% 2009 2010 2011 2012 Yes No31

33. Chatters are good people to like 1 in 5 online shoppers are demographically desirable INCOME 74%More than $50k 64% 26% Prefer Chat Less than $50k 33% Survey Sample 0% 10% 20% 30% 40% 50% 60% 70% 80% 32 2011, LogMeIn, Inc.

34. Chatters shop more frequently Shopping Frequency 10%Survey Sample 32% 42% v. 12% Prefer Chat 35% 47% 0% 5% 10% 15% 20% 25% 30% 35% 40% More than weekly Monthly 33 2011, LogMeIn, Inc.

35. The danger of chat90% of successful Decrease in Produces MORE chats with Efficiency calls, not less Live Agents

36. Business value - Efficiency A phone operator can only handle one call35

37. Business value - Efficiency Average chat rep can handle 3 chats simultaneous36

38. Business value - Efficiency Skilled chat rep can handle 6-10 chats simultaneous37

39. Case Study INDUSTRY: Gaming/Telecommunications Why Online Chat?Reduced costs Service response time 24 hours 25% to 12 minutes

40. Business value Increased Revenue believe chat is more efficient than email 86%74% believe chat is more efficient than phone39 50% reduction in abandonment rates

41. Case Study INDUSTRY: Financial Services Why Online Chat?Leads generated credit specialists can now work with several56% clients at once, slashingSales increase response time to seconds from hours.22%

42. replicate bricks & mortar onlineMore intelligent than Bricks & Mortar

43. Case Study Dreams Retail INDUSTRY: Retail Why Online Chat?we communicate with customers as theyshop, equivalent to being helped in person in a brick and mortar store. Kevin Bates President, e-Commerce & Retail Divisions

44. Case Study INDUSTRY: Apparel/Online Retail Why Online Chat? BoldChat is enabling us to provide more detailed information consumers need in a very concise and customised matter.

45. Thank you!

46. Questions?

47. if conferences make you thirsty.

48. Thank you!