LivePerson
Case Studies
Virgin Atlantic increases service levels and booking conversion rates
Overview
Virgin Atlantic increases service levels and booking conversion ratesLivePerson |
Application Infrastructure & Middleware - API Integration & Management | |
Aerospace | |
Sales & Marketing | |
System Integration | |
Operational Impact
Improved Conversion Rates: Chat conversion rates exceeded expectations, reaching a 23% conversion rate and never dropping below 18% since day one. | |
Increase in Average Order Value: The average order value for those visitors who get help has increased by more than 15% over those that self serve. | |
Reduced Costs: The cost per chat is cheaper than both cost per phone call and cost per email. Eight chat agents can cover the work previously done by fifteen email agents, saving on labour costs. | |
Quantitative Benefit
Chat conversion rates reached a 23% conversion rate, never dropping below 18% since day one. | |
The average order value for those visitors who get help has increased by more than 15% over those that self serve. | |
Eight chat agents can cover the work previously done by fifteen email agents, saving on labour costs. | |