Partner Sales Tool Kit

Overview

• Elevator Pitch

• Value Proposition

• Our Offering

• Discovery & Qualification

• Buyer Personas & Their Goals

• Objection Handling

• FAQs

• Customer Success

• Competitive Positioning

• Resources

Elevator Pitch

Lightico’s Last Mile Customer Experience enables

contact center agents to accelerate sales and service

requests to address business-critical CX gaps.

While on a call, agents can initiate a real-time

collaboration session via a text message/email

to collect and share –

Images & Videos

Documents, E-forms & Digital

Signatures

Customer Documents & ID

Secure Electronic Payments.

Streamline Agent Work With Instant Digital Collaboration

Reduce Handling Time (AHT)

Boosts FCR

Improve CX (NPS)

Value Proposition

Our Offering

Instant eSignatures eForm creation

and Completion

Document & ID collection,

Media Sharing

Simple PCI

Compliant Payment

Watch how it helps call agents

Discovery & Qualification

Are agent calls part of more

complicated processes with

high ACH, low FCR?

Do agents calls require:

• Collaboration to show

offerings? (visualization)

• Gather customer

documentation or ID (eg

KYC) or complete forms?

• Customer signatures,

consent or authorization?

• Collect payment from

customers on sales calls

Regulated businesses

(Financial, Insurance, Telco,

Health) or Retail sectors

typically see greatest need

from the workflow acceleration.

Good fit, bad fit?

Bad FitGood Fit B2B companies with long sales

& service processes

Businesses that don’t need to

collect customer information in

real time

Businesses that don’t

prioritize urgency

Low volume

B2C transactional

companies

Businesses that need to collect various

documents/consents/ signatures and

payment from their customers in real-time

Companies that value the instant

completion of customer processes e.g.

service, billing, renewals, sales

High volume

Buyer Personas & Their Goals

• Improve all CCTR

KPIs Including not

limited to, AHT, FCR,

NPS, CSAT

• Operations are

running smoothly

• Maintain SLA

• Efficiency / CX

• Understaffed/overwor

ked agents

• Calls taking too long

to complete due to

processes and

industry complexities.

• After call work

elongates time before

an agent can take

the next call.

• Low budget.

• How many calls can

your agent handle in

1 hour?

• What is the on hold

time for customers?

• Are you focused on

CX?

• Do you work in a

regulated industry/ do

you require customer

documentation?

• Improving FCR, reducing AHT, and reducing After Call

Work will dramatically affect the workload on agents and

allow the CCTR to meet agreed SLA without hurting CX.

• Improved CX will improve the perception of the brand and

improve customer loyalty more revenue).

• Lightico is not a resource intensive system change. It

integrates into existing systems with immediate value-add

and positive ROI - improved KPIs

• Fully Compliant and exceeds in most areas of

compliance.

Goal Barriers Qualifying Q/

Pain PointValue Unlockers

Call Center Director

Buyer Personas & Their Goals

• Meeting Sales related

targets and KPI’s

including number of

calls, close rates,

revenue generated.

• Being sure the sales

team is equipped with

the tools they need

support the sale

• Ensure that all processes

were transparent and

compliant

• Collecting all required

information

• Fulfilling Regulations

• Documentation and all

paperwork associated with

closing the deal.

• Easily collecting payments

• Reaching the customer

while away from the desk

and only on mobile

• How much time are your

salespeople spending wrapping

up a deal after a “Yes” ?

• What kind of processes do your

sales reps need to follow before

getting to next call?

• Do you need to read T&Cs or

get approval from customers?

• Is there a way for your sales

reps to “show” what they are

talking about to a customer?

• How many callers walk away

because they are on their

mobile?

• Collaborate in real time with a caller

• Allow easy exchange of documents,

visualizations, forms, signatures, and

payments.

• Initiate real-time workflows processes

automatically so that while the caller is on the

phone the transaction can be completed and

the sales rep can go to the next call.

Goal Barriers Qualifying Q/

Pain PointValue Unlockers

Sales Manager

Buyer Personas & Their Goals

• Drive efficiencies across the

organization

• Provide tools that enable the

organization to Improve KPIs-

such as reduce AHT, and

improve FCR, increase

NPS/CSAT,

• Ensure that all tools work

together in a complete system

without redundancies or wasted

technology.

• Ensure the company is using the

best and advanced technology to

achieve business goals.

• Legacy system and

inertia

• Limited budgets and

need to “sell’’

technology to other

stakeholders

• Understaffed/overwork

ed agents

• New Process/Agent

Training Costs

• How are you managing

documentation and

compliance now? How

many additional touch

points/time does it take

to handle each

customer?

• What are you doing in

the space of customer

collaboration?

• What technologies do

you have to enable

agents to work with

mobile customers?

• Lightico optimizes other investments by

providing instant execution of other processes.

• This technology empowers agents with the

tools to improve FCR, cuts AHT and reduced

After Call Work.

• It eliminates much of the wasted effort and cost

around paper processes and clumsy

compliance processes and workflows.

• Lightico is easy to learn and works either out of

the box or with existing systems, reducing

training time.

Goal Barriers Qualifying Q/

Pain PointValue Unlockers

IT Manager/ CIO / Innovation

Objection Handling

Question Answer

Can you Integrate with our CRM/ other

agent desktop applications?

Would we violate any regulations

around SMS communications with

consumers by using Lightico?

We’re already using another digital

signature solution

How secure is your communication

channels and data?

We have an open API that can integrate the key components of our platform with your current systems. we

will need to schedule a call with the technical team to dive deeper into the use cases and flow.

No. Lightico is used for accelerating sales and service processes that are considered post marketing

events. Regulations around SMS/text communication typically pertene to unsolicited marketing activities

which is not the case with Lightico

Competitive positioning slide - streamline experience - signature is only one

process of it

The Lightico platform was designed and built with the highest security standards in the market. We have

passed the rigorous security tests of some of the largest telecommunications and financial institutions in

the world, which is estimated to the high standards we hold ourselves to. We are also ISO 27001 certified,

which is an internationally recognized information security standard that some of the best software

companies in the world adhere to. You can read more about the encryption and security methods that we

use at both the infrastructure and application levels in the attached doc.

? !

FAQs (1)

Flexible API with

Call Centers &

CRM

Call center, web,

retail, IVR, social,

mobile app

Per agent or per

session

ISO 27001, GDPR,

EUTA

What are your

integrations?

Where can

business use

your solution?

What is your

pricing model?

What is your

Security /

Compliance

standing?

? ? ? ?

FAQs (2)

Yes. The

solution can

be tailored to

meet your

look & feel

Internationally You can start using Lightico the

same day you sign up. It may take

a few days to a few weeks to map

your forms, train your team and

integrate into your current system

(depending on the complexity of

the integrations)

Yes. We have an

out of the box

integration with

Salesforce

Can we

customize

branding

Is Lightico active

regionally or

internationally?

How long does it take to

implement Lightico?

Do you

integrate with

Salesforce?

? ? ? ?

FAQs (3)

Lightico documents

are stored in a local

US Amazon cloud

(AWS) or can integrate

with any CRM to push

the relevant

documentation to the

customer ticket.

Lightico is very easy to set up and

use. With remote training

sessions, your team can be ready

in a few hours (depending on the

number of forms and 3rd party

integrations). Your business

requirements are captured in an

initial kick-off call and we share a

plan for the deployment.

We currently support:

Hebrew, Arabic,

Spanish Portuguese

and Russian. But

practically we can

implement new

languages easily

using our language

template

Yes. The link is valid

for a specific period

of time (determined

at the configuration

of Lightico account)

to enable the

customer to

complete tasks at

their leisure.

Where are signed

forms & documents

stored?

What does the

implementation process

look like?

Do you support

other languages?

Is the link that is

sent valid after the

session ends?

? ? ? ?

Customer Success

Slashed AHT by

2 minutes& NPS +14% using

instant document/media sharing & consent.

Cut 45 min from

average binding time with real time document sharing and eSignatures.

130% increase in

sales value and 30%conversion rate using media sharing, eForms & payment

Reduced 10 minAHT per application with collaborative agreements and instant consent.

EUTelco

AmericanInsurance

GlobalRetail

AmericanLoan Issuer

Competitive Positioning

Complete Instant Simple Impact

Integrates all aspects

of workflows to

complete entire

processes (not just

signatures or forms)

Completed in the

moment.

Realize the impact

of real time

sales/service

completion.

Customers find it

intuitive and

businesses find it easy

to implement with the

right customization

Drive immediate

business results:

by cutting AHT,

improving FCR

and NPS

Real-Time

Photo Sharing

eSign

Payment

Collection

Document

Retrieval

Competitive Landscape

Collaborative

Browsing

• Please list any information (websites, contact info, etc.) that will further help our sales reps in case more information is needed

Resources

• Also please (create &) include a calendly link (free to set-up) that Talkdesk Sales & CSMs can use to book meetings/demos with your team

Thank you