web 2.0 co browsing sales technique

Why LiveLOOK is Best for Web 2.0 Environments

Prepared by: Linda ZiembaVP Sales & Marketinglziemba@livelook.com732.960.9680 x802

Solves limitations of both categoriesRemote Control Co Browsing*

Classic Limitations:

Download requires firewall bypassExecutable requires anti-malware bypass

see: livelook.com/comparison.htm

Gen 1 Limitations:

Does not work with:• AJAX/Flash• Dynamic PopUps• Applets• Silverlight• Microsoft.NET

CrossBrowser Issues2

* Companies are LiveLOOK partners

Consideration LiveLOOK Gen 1 Co Browsing

Form-fill with client ● ●

Use agent mouse to point to things on client ● ●

Limit agent view to browser ●* ●

Ability to View:

Flash ● ○

AJAX ● ○

Silverlight ● ○

.NET ● ○

Dynamic pop-ups ● ○

Co Browse pages without modifying each page ● ○

Proactively call Co Browsing based on business parameters ● ○

Context-specific phone # for skills-based call routing ● ○

All browsers ● ○

Windows, MAC, Linux ● ○

* September release

Consideration LiveLOOKClassicRemoteControl

Remotely control desktop ● ●

File transfer ●* ●

Ability to run completely in the browser ● ○

Avoid firewall bypass ● ○

Avoid anti-malware blocking ● ○

Remote reboot & reconnect ○** ●

Diagnostics ○** ●

Switch presenter ○** ●

*Scheduled for September release**Scheduled for Q4 release

Co Browsing Partnership Timeline

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2008 2009

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LiveP

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• Existing Co Browsing companies replacing their own Gen1 products

• Chat/CIM companies partnering

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Key Difference:LiveLOOK Assistant Proactive offer of assistance

Pop-up window asking if customer needs assistance Initiated based upon company’s business rules Simple Java script call

Difference from current solutions Click to Show vs Click to Call/Chat Context sensitive Direct to correct phone number for assistance

New Advertising/Training Medium Tied to database of marketing messaging/videos Tied to “self-service” or “troubleshooting” tips

LiveLOOK Assistant

Company Branding

• Behavior Parameter-driven• Phone #• Expected Wait Time• Troubleshooting Tips• Upsell/cross-sell clips• Configurable from

Management Portal• URL to html page• Flash video• Table of phone #s

Want to know more?Visit www.livelook.com

Contact me at:732.960.9680 x802lziemba@livelook.com

Linda Ziemba