M-Commerce 2015NOVEMBER 2015

2© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY

Agenda

M-commerce in AustraliaAre companies failing mobile customers?

Mobile engagement priorities

Who is LogMeIn?

4© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY

To simplify the way people connect to each other and the

world around them.

Today:Connecting over 300 million people, devices,

and things across the world

6© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY

Over 500,000 Customers Trust LogMeIn

What does m-commerce in Australia look like?

$4.9 BillionM-commerce in

Australia

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

Ovum LogMeIn Survey: How companies are missing the mark with customer care

and support

Finding #1

Mobile engagement grew

by up to 47%

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?

Email

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

15© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY

Despite all these choices…

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

Finding #2:

Mobile engagement is worth billions

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.

$1.2 BillionApplying the same 24%

“Mobile Engagement Factor” to Australian m-commerce.

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.

21© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY

How does service affect consumer brand choice?

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%

23© 2015, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY

So what can you do?

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

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?

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

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

Thank you.