Month 2011 Solution Introduction for COMPANY

FINANCIAL SERVICES

Financial Services Customers CONSUMER CREDIT BANKING BROKERAGE INSURANCE

Key Considerations for Financial Services AE/PM Input

What % of Customers Do You Touch? Placeholder…

Connected Customer Experience

TARGET: Proactively engage visitors on product comparison pages

CONVERT: Increase Application Completion Rates with Proactive Assistance

CONVERT: Offer Live Chat Assistance throughout the Quote Process

CONVERT: Increase application completions with LP Voice It takes Wells Fargo an average of 6 outbound phone call attempts to reach a prospect to complete an online loan application in pending status, versus 1 st contact resolution with a 65% higher total success rate through LP Voice. Thank you John, your information has been successfully received by Wells Fargo Financial.

CONVERT: Increase application completions with LP Chat Wells Fargo customers who engage with online chat are approved at a higher rate and generate higher average loan or lines balances than shoppers who do not. Wells Fargo has been able to increase Web site home equity conversion rates by 30% to 40%.

ONBOARD: Drive Online Banking Enrollment with LP Chat

ONBOARD: Drive incremental funded checking accounts Chase’s program was self-funding in the second month of live usage.

COLLECT: Reduce cost and volume of collections Sallie Mae's conversion rate for delinquent borrowers is consistently >35%.

SUPPORT: Improve Agent Efficiency Discover Financial Services has a 90% first chat resolution rate and customer satisfaction measures 92% or better. With respect to cost per contacts, chat interactions are nearly 50% lower than the cost per call.

SUPPORT: Improve First Contact Resolution Citi has achieved a 90% first contact resolution rate using LP Chat for Make a Payment support.

SUPPORT: Reduce costs & improve support of login issues LP…

SUPPORT: Reduce costs by deflecting contacts to a more cost-effective channel Bank of America is deflecting 59% of online banking phone customer service contacts to chat at a cost per contact that is 35% less.

RETAIN: Improve customer referral rates PNC’s referral rate of customers who chat is double that of phone.

CUSTOMER INSIGHT Data & Intelligence Chat transcript placeholder

CUSTOMER INSIGHT Data & Intelligence

Delivering Value Along the Customer Lifecycle 1. Drive New Customer Acquisition 2. Seamlessly Onboard Customers 3. Maximize Customer Lifetime Value 4. Gain Deep Customer Insights 5. Leverage Customers as Brand Ambassadors 6. Decrease Customer Service Costs 7. Manage Customer Operations for Success Growth Profit

Next Steps Initial Consultation / Corporate Overview High Level Product Overview Deep Discovery Findings / Design Document Business Case / Proposal Implementation Deliver & Optimize