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LivePerson Enterprise for Travel & Hospitality
Increase online booking, provide better customer service, and earn customer loyalty
Built on LivePerson's Engagement Marketing platform and methodology, LivePerson Enterprise for Travel & Hospitality enables online booking agents to target the right visitor with the right message at the right time in order to affect a desired outcome.
This comprehensive third-generation engagement solution blends a proven value-based methodology with an active rules-based engagement engine and deep domain expertise to advance online lead generation and sales initiatives and deliver incremental contribution to the bottom line.
Increase online booking rates
LivePerson Enterprise monitors specific events such as referring website URL, click-through paths, time on a page, and previous visits, i.e., clues that indicate a visitor's propensity to purchase a flight or book a room, and applies business rules to trigger proactive invitations to these prequalified leads. Likewise, visitors who click on high-value pages, such as those featuring convention space, wedding halls or information on room blocks, can be automatically identified as hot leads and invited the chat or speak with a site representative.
LivePerson also provides a complete set of tools to manage the customer experience and increase the likelihood of net new conversions. Using LivePerson's page-pushing and co-browsing technology, travel professionals can guide visitors through pertinent areas of the site and even assist in completing online booking forms.
LivePerson Enterprise can be leveraged to speed up the booking process for companies and cruise lines requiring travelers to submit a request to book a vacation with the travel agent and wait for a confirmation. To eliminate this delay, travel companies can add a click-to-call button on their submission form, enabling the traveler to speak with an agent who can book and confirm the trip immediately.
The combination of these tools has enabled enterprise-class travel and hospitality companies to increase their online bookings. In fact, in optimal deployments LivePerson consistently delivers a 20 percent increase in orders and revenue from the Web channel.
Upsell and Cross-Sell Visitors
A user-friendly rules engine enables travel professionals to identify and target visitors who represent significant cross-sell, upsell and loyalty-building opportunities. For instance, premium-status frequent flyer customers who login to their accounts can be targeted for special reward promotions. Likewise, visitors who've booked a flight online make excellent prospects for rental car offerings.
By integrating the institution's CRM system and the data gleaned by LivePerson Enterprise, high-value customers can be identified, e.g., a visitor who works for an incentive management company that regularly books employee reward and incentive trips for large corporations, and targeted with a customized air and hotel bundle.
Reduce service costs while increasing first contact resolution. Shifting service requests from telephone to highly cost-effective online channels increases the number of agent interactions per labor hour by more than 20 percent, significantly reducing the average cost per interaction. Savings stem from concurrency: chat agents can handle three to four concurrent chats using LivePerson, versus one per phone call, greatly boosting their efficiency rates. Further, the individualized attention of chat enables first contact resolution, unlike email, which delivers only a 40 percent first contact resolution rate, with the majority of issues requiring up to three separate correspondences.
Website optimization with real-time monitoring and reporting
Gain valuable insight into online customer acquisition initiatives with detailed reporting on conversion rates, abandonment points, entry pages, navigation paths, rules effectiveness and campaign performance. Using this intelligence, travel and hospitality providers can refine marketing initiatives and optimize the processes for subscribing to services.
Foster long-term customer loyalty and satisfaction
LivePerson Enterprise for Travel & Hospitality promotes customer-centricity, a critical driver of acquisition, satisfaction and retention in today's competitive travel environment. LivePerson's ability to deliver online personalized assistance to the right visitor at the right time ensures customer satisfaction and cements loyalty. In fact, travel and hospitality providers that have implemented LivePerson Enterprise have realized customer satisfaction rates of greater than 80 percent.
“This technology (LivePerson) serves two purposes for Orbitz.com. First, the communication service enables our teleservice experts to operate more efficiently in serving customers in need, and second, OrbitzTLC Live Chat will help our business grow by completing bookings”
Bahman Koohestani
Chief Information Officer
Orbitz Worldwide
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