Sunday, August 12, 2012

NEWS | Virgin Atlantic in tech focus

Virgin Atlantic in tech focus
LivePerson, a provider of real-time engagement solutions that increase conversions and improve customer experience, today announces Virgin Atlantic’s successful implementation of the LivePerson Chat solution. 

Virgin Atlantic deployed LP Chat to address two main goals: to enable customers to have their questions answered in real-time online, saving them from emailing or calling, and to improve online ticket sales conversion rates and catch website visitors who were dropping off before completing the booking process. Not only did Virgin Atlantic boost booking conversions and improve customer satisfaction, they reduced costs.
By moving customer inquiries away from email and directing them to chat, Virgin Atlantic significantly decreased resolution times and reduced the cost per interaction when compared to email and phone channels.
“LP Chat has become a core feature of our customer service program, particularly in crisis situations, allowing us to reach a large number of customers with personalized support,” said John Giddings, General Manager, Virgin Atlantic Contact Centers US and UK. “The results we’ve experienced with LP Chat in terms of conversions have exceeded expectations so much so that we plan to increase the number of agents available via live chat to best service our customers.”
LivePerson worked with Virgin Atlantic to utilize live chat precisely where it would drive incremental revenue and increase average order values. The sophisticated business rules engine built into LP Chat works intelligently, identifying and prioritizing higher revenue opportunities and determining the proper time to offer real-time help during the booking process to convert sales.


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