DRIVE MORE CONVERSIONS AND REVENUE WITH LIVE CHAT. Bernard Louvat, President & CEO, TouchCommerce Derek Johnson, Senior Content Owner, T-Mobile USA

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1 DRIVE MORE CONVERSIONS AND REVENUE WITH LIVE CHAT Bernard Louvat, President & CEO, TouchCommerce Derek Johnson, Senior Content Owner, T-Mobile USA

2 About TouchCommerce TouchCommerce is a leading innovator in Omni-channel Engagement Solutions. We partner with market-leading brands to drive improvements in customer acquisition, cross-sell, retention and use of self-service. Our company was built with a results-driven retail perspective to replicate and enhance the in-store customer experience online. Telecom & Media Financial Services Travel & Hospitality Direct Response & Retail

3 Delivering Exceptional Customer Experience Combined or stand-alone, the fully-integrated custom solutions we create for customer acquisition and customer care and retention contribute to an enhanced online or in-store customer experience and increase self-service. TouchStore TouchSell TouchCare TouchConnect

4 Live Chat User Experience Influences Conversion TouchCommerce conducted research leveraging data from our Global 2,000 client base. The analysis showed patterns that provide actionable insights for the e-commerce industry.

5 Live Chat Window Design and Placement Significantly Impacts Conversion Results

6 Chat Anchored window button position is the test champ results but in238% buttons more outperform conversions 1 Div Layer chat experience produces 27% more conversions Button placement test shows bottom right as the winner Branded chat windows delivered +15% more chat orders Variation A: experience produces Variation B: 27% more conversions Variation C: Persistent chat Button Fixed Both Buttons with 7% better handle timeanchored and 2XButton survey take rate than the industry 1.8% standard secondary browser 1.5% 1.5% exposure Click Rate:0.3% conversion rate Button Exposure Conv: 0.05% Original Button 1.5% Click Rate: 1.0% Branded Results: Exposure o Button +15% more Chat OrdersConv 0.12% o +17%Rate: higher Interaction Conversion Click Rate:0.5% Button Exposure Conv: 0.23% Anchored Button 1.5% Click Rate: 1.8% 1.7% Button Exposure Conv no logo Rate: 0.19% Click Rate:1.1% o +13% higher Window Exposure Conversion Button Exposure Conv: 0.31% 2.0% 1.6% 12% Both Button 27% Click Rate: 1.9 Button Exposure Rate: 0.21% 7.1% Click Rate:1.4% Button Exposure Conv: 0.46% 2.1% 6 Data: TouchPortal, January June, 2013

7 Susan & Lisa Outperform Male Names Reactive C2C Interaction Rate Susan 72.7% Michael Chris Jason Lisa 74.1% 72.2% 74.1% 74.5% Proactive Susan 9.4% Michael Chris 9.5% Jason Lisa 11.1% 9.4% 9.5% Click to Chat (Marketing Section) Winner: Susan Conversion Rate Lift v. 2 nd Highest: 17.2% Confidence Level: 59.8% Window Exposure Conversion Rate 1.0% 1.4% 1.3% 0.5% 0.5% 0.3% 1.4% 0.4% 0.7% 1.7% Proactive Retargeting Chat Winner: Lisa Conversion Rate Lift v. A: 45.3% Confidence Level: 76.9% 45% lift in Exposure Conversion 7

8 Shorter Auto Opener: 21% Higher Conversion Rate Original Auto-Opener Alex: Thank you for visiting xx. What questions can I answer for you today? Alex: Just let me know if I can be of any help. Test Auto-Opener Alex: Hi, I m a live xx chat specialist. Would you like any help today? Hypothesis: Shorter Auto-Opener with informal greeting shows this is live chat Conclusion: New auto-opener outperformed existing one by 21%, Interaction rate is up 24% Confidence Level: 98.9% 21% in the Window Exposure Conversion Rate! 8

9 Automated Tools Can Dramatically Boost Efficiency Before & During Chat Session

10 Filtering, Routing & Info Collection Tools Pre-chat surveys: 7% reduction in handle time Elegant design: 95% engagement rates Routing guides save agents 15-50% of out of scope chats Filtering guides increase conversions by 10%+ 10

11 Agent Pushed Tools Agent-specific offers improve conversion rates by up to 100% Agent-pushed product recommendations boost add-on rates by 50% Videos can produce 5X higher conversion rates Agent efficiency is improved through automated enablement tools 11

12 Agent Pushed Tools Exit offers produce up to 40% of program revenues Standalone offers produce 5-6% engagement rates Offers can drive 16% higher conversion rates than chat Videos can produce 5X higher conversion rates Targeted content provides quick alerts to users (ex: shipping, etc.) 12

13 T-Mobile: Examples of Agent and Voice of Customer Impact on User Experience

14 Chat Transcript Analysis Top Ten Common Topics/Questions Phone not working (I can't send/receive texts, can't connect, etc.) 11% Plan inquiry (I want to change plans, what is included in my plan?) 10% Billing (Why is my bill so high? What is charge for?) International (I want to unlock my phone for international use.) 8% 8% Verify upgrade eligibility (Can I upgrade my phone?) Agreement (When does my contract end?) 5% 5% Cancellation (I need to cancel a line/service.) Coverage (I don't receive signal at home, calls dropped, etc.) 4% 4% Payment (Can I set up a payment arrangement?) 3% SIM (I need a new SIM card. I need to activate my SIM Card.) 2% 0% 3% 6% 9% 12% 15% 14

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17 Chat Transcript Analysis 17

18 Questions and Answers Bernard Louvat President & CEO /touchcommerce Derek Johnson Senior Content Owner T-Mobile