LivePerson
Case Studies
Omni Hotels deploys proactive chat throughout website, boosting AOVs, conversion rates, and CSAT scores
Overview
Omni Hotels deploys proactive chat throughout website, boosting AOVs, conversion rates, and CSAT scoresLivePerson |
Functional Applications - Remote Monitoring & Control Systems | |
Sales & Marketing | |
Training | |
Operational Impact
Omni discovered that customers enjoy having the ability to chat because their questions are answered in real-time, as the need arises. Omni also learned that customers feel they are able to develop a relationship with their chat agent, building a deeper level of loyalty and trust with the company. | |
The chat program has become so successful in helping Omni build deeper relationships with customers, that they’ve also deployed chat in the Select Guest loyalty program section of the site in order to provide a “concierge” level of service and support for their most loyal customers. | |
Omni added proactive chat invitations to the Meetings & Events section of their website to help facilitate the request for proposal (RFP) completion process. Proactive chat invitations are triggered as visitors linger too long on pages within the complex RFP or exhibit other signs of frustration or potential site abandonment. This unique, industry-first implementation of chat is helping Omni to speed time-to-market of RFP completion by providing an alternative, real-time communication channel for meeting and event planners who often have many questions throughout the planning process. | |
Quantitative Benefit
Customers satisfaction rating scores (CSAT) have risen to 87 percent. | |
Chats typically convert at 18 percent versus 3 percent for non-chatters. | |
Within the Meetings & Events pages, RFP completion increased fifty percent within the first month of deployment and half of those are converting to prospective business. | |