Success Story:
Travelist by Secret Escapes

Travelist increased inbound leads by 51% in just 48 hours with LiveCall

About Travelist:

The Travelist team is a group of young, passionate people with extensive experience in both the tourism industry and e-commerce. Every day they prepare not only carefully selected offers of the best hotels, guesthouses and other accommodation facilities with proven quality, but also special club prices, available only to registered users.

The company started its operations from the Polish market and is currently one of the most recognized brands in Central and Eastern European region. Since 2014 Travelist has been part of the international Secret Escapes group, which is now one of the world’s leading online tourism leaders, with over 2 million monthly visits.
Travelist by Secret Escapes

Industry:

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travel

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e-commerce

Type of company:

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travel club

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online booking engine for hotels and SPAs

We’d love your share ❤️

testimonial-head

"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

Context:

Booking a stay in a luxury hotel can be a confusing process. A customer who decides to book online for the first time chooses from a broad range of destinations and packages. The value of the order is also important. A dream vacation is often one of the highest expenses in most people’s annual budget. Therefore, customers want to be sure that the offer they have chosen is tailored to their needs and includes additional services (check-in gift, breakfast, free SPA or gym ticket). They often need help from qualified Travelist consultants.

The goal that had been set for LiveCall was to simply increase the number of incoming sales inquiries but the results offered far greater value.

Challenge:

Travelist has qualified call center department reps, who know how to sell hotel stays but unfortunately, the number of inbound calls had been unsatisfying. The helpline phone number was constantly visible on the website, but it was used mainly by people who have already booked their stay earlier. Customers who wanted to make a reservation but had some doubts during the purchase or additional questions rarely used the helpline. Instead, they were leaving the site.

Travelist tried creating a “callback request” form internally and to collect phone numbers from customers, but it was difficult to automate this process. They wanted to connect with their potential customers as soon as possible but this system was inefficient and customers were left waiting.

Solution:

Travelist decided to try LiveCall and showed the widget to all visitors who clicked on any travel offer. The customised “bubble” (phone icon) appeared in the right-hand corner of the screen with a customised behaviour designed to engage potential customers to request a callback. After clicking it, a pop-up appeared in the middle of the screen encouraging a customer to enter their phone number. The customer also had the potential to schedule a call at a another convenient time and date.

Results:

The LiveCall widget allowed Travelist to increase the number of inbound sales calls to their call center by 51%. Additionally, the value of the order placed through LiveCall increased by 15% versus the previous average order value.

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 rate was made possible by LiveCall’s ability to shorten lead response time as well as the development of a strategy to optimise call centre activity.

Summary:

51% greater inbound sales calls to call center

91% customer answer rate at first attempt

18% of calls ended up with a sale

15% increase in the average order value

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