case study

TRAVEL

Travelist gained 51% more sales calls that converted
at a 15% increase in order value

[ mobile / tablet section]

case study

TRAVEL

Travelist gained 51% more sales calls that converted
at a 15% increase in order value
0 %
Increase in call volume
0 %
Increase in order value
0 %
Customer answer rate

About Travelist

With over 2 million million monthly visitors, Travelist has set itself aside as a leader
in the luxury travel sector across Central and Eastern Europe (CEE). A young,
innovative group of experienced tourism and e-commerce professionals. They
provide carefully selected accommodation offers with proven quality, at special
club prices, available only to registered users.

In 2014 Travelist joined the Secret Escapes international group cementing their
place at the forefront of the travel sector across the CEE region.

The opportunity for sales & expansion

Travelist has a call center with qualified sales reps but the number of inbound
sales calls wasn’t there.

The sales number was displayed on the website clearly, though most calls
coming through were for existing bookings. Customers who wanted to make
a new reservation rarely used the helpline. Instead, they were leaving the site.
Travelist tried a variety of methods to increase sales call volumes.

Travelist tried creating a callback form to collect phone numbers from customers.
They wanted to speak their visitors quickly, but this system was
poor and customers were waiting for calls.

Travelist wanted to increase the amount of sales calls they were receiving. They
needed to decrease the time it took to talk to a customer and increase the value
of the orders placed.

Tomasz-Nowiński.jpeg

"I like how easy it was to set up LiveCall. We wanted to increase the number of calls our call center got from customers who visit our websites. We see improvements across all metrics that are most important for us: number of leads, conversion rate, and purchase value."

Tomasz Nowiński
Member of the Supervisory Board

Getting value from Livecall

It took Travelist less than 5 days to set up LiveCall across all of their domains.
We were able to directly integrate with their call centre infrastructure, providing a strong and stable basis for the calls.

Travelist then applied various customizations including:

  • Customized the language to cover the languages and countries
    they work in.
  • Triggered the widget to appear on higher value products and deals
  • Triggered the pop up to appear after a certain amount of time had been
    spent on the website.

Results

Travelist were stunned with the results they got from using LiveCall

  • The LiveCall widget increased the number of inbound sales calls by 51%.
  • The value of the order placed through LiveCall increased by 15%
  • 18% of those who called through LiveCall decided to book over the phone.
  • 91% of calls were answered at the first contact attempt, which enabled
    significant operational efficiencies.

The high results were made possible by LiveCall’s ability to shorten lead response time
as well as working with our customer success team to develop a strategy to optimise
call centre activity.

More calls from existing traffic

Final Thoughts

Two things were striking from using LiveCall

The ‘wow’ factor for customers – the rapid response time and immediate human contact impressed customers. It really boosted the brand and customer experience. This helped distinguish Travelist versus competitors.

Lead response time was enormously important – the Travelist team
ran tests to identify the impact of fast response times. They found
responding within 1 minute to a lead (easy with LiveCall) had XX
better conversion than responding in 10 minutes!

Knock it out of the park

travelist-logo
+16%
MORE SALES CALLS
travelist-logo
+91%
CONVERSION RATE GROWTH
travelist-logo
+51%
MORE SALES CALLS

B2C SERVICES

travelist-logo

+91%

CONVERSION RATE GROWTH
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“We use a variety of inbound channels, but we were really looking for a solution which would increase our conversion rates in the UK market. LiveCall helped us achieve that goal in no time at all. Within a month we had seen an our per call conversion rate increase by 91%!

Tomasz Kucharski
CEO

read their story

TRAVEL

travelist-logo

+16%

MORE SALES CALLS
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“LiveCall brought us a large increase in sales calls since the beginning. Our team really values this tool. Being able to respond quickly to clients on our website has also sped up the decision-making process and improved communication.”

Anna Wielgus
Contact Center Director

read their story

TRAVEL

travelist-logo

+51%

MORE SALES CALLS
read more

"I like how easy it was to set up LiveCall. We wanted to increase the number of calls our call center got from customers who visit our websites. We see improvements across all metrics that are most important for us: number of leads, conversion rate, and purchase value."

Tomasz Nowiński
Board Member

read their story

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