Mantra Group Delivers Exceptional Customer Experience and Increases Revenue with LivePerson's Intelligent Online Engagement Platform Leading Australia-based accommodations provider experiences 40 percent lift in online campaign conversions since deploying LivePerson platform
NEW YORK, April 29, 2013 /PRNewswire/ -- LivePerson, Inc. (NASDAQ: LPSN), a leading provider of real-time intelligent engagement solutions that increase conversions and improve customer experience, today announced Mantra Group's successful implementation of LivePerson's cloud-based platform, including live chat and content targeting capabilities.
Mantra Group's innovative and rigorous marketing efforts drive a substantial volume of traffic to their website, but meaningfully engaging such a vast quantity of prospects and customers and achieving high conversion rates was proving to be a challenge. The Group decided to implement LivePerson solutions with two main goals: to provide an exceptional experience for web visitors, and to improve booking completion rates and online revenue across its three brands: Peppers Retreat, Mantra Hotels and BreakFree Hotels. Mantra Group was the first accommodations provider in Australia and New Zealand to implement LivePerson chat solutions.
"Mantra Group strives to offer the best customer experience possible at every touch point, and we realized that by working with LivePerson, we could provide a more personalized and seamless digital journey for our growing volume of visitors," said Luke Jamieson, Head of Online for Mantra Group. "Since we've implemented LivePerson's chat and content targeting capabilities, we've seen a significant increase in revenue as well as above industry average customer satisfaction rates. We're excited to continue working with LivePerson to provide the effortless and innovative experience we know our customers demand."
By leveraging LivePerson's intelligence platform, Mantra Group is able to detect when a customer is in need of real-time assistance during the booking process, and proactively invite them to chat with a live agent, ensuring successful completion and ultimately, more sales.
Using the same innovative platform, Mantra Group also implemented LivePerson's content targeting solution, allowing the Group's marketing team to easily deploy highly- segmented and automated campaigns. For example, visitors are offered relevant content or complementary offers based on location, preferences, or history, in order to incentivize booking, deliver a more personalized touch, and prevent abandonment.
Mantra Group's online division has produced exceptional results using LivePerson solutions, including:
- Improved customer experience: Customer satisfaction amongst Mantra Group's customers is 85 percent, compared to an industry benchmark of 80 percent
- Increased conversion rates: On average, Mantra has experienced that its visitors are over six times more likely to book if they interact with a live chat agent than compared with the average self-serving customer; targeted online campaigns have produced a 40 percent lift in conversions.
- Increased revenue: Since running LivePerson solutions, Mantra Group has seen a 5 percent increase in total revenue performance, exceeding its target for the financial year
"Mantra Group is a true leader in its industry-- willing to embrace LivePerson's latest intelligent engagement technologies in order to deliver a superior digital customer experience," said Dustin Dean, VP of APAC, LivePerson. "Their program has yielded consistently high levels of customer satisfaction and impressive revenue performance, which is a testament to their focus on innovation and strong commitment to customers."
The full case study, including additional metrics, is available here.
Mantra Group and LivePerson will be in attendance at Aspire APAC in Melbourne, Australia, May 22nd, 2013.
For more information on LivePerson, please visit http://www.liveperson.com.
LivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This "intelligent engagement" is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs.
More than 8,500 companies rely on LivePerson's platform to increase conversions and improve customer experience, including Hewlett-Packard, IBM, Microsoft, Verizon, Sky, Walt Disney, PNC, QVC and Orbitz.
LivePerson received the CODiE award for Best Content Management Solution in 2012, and has been named a Market Share Leader by Frost and Sullivan in 2012. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Santa Monica, Tel Aviv, London and Melbourne.
For more information, please visit www.liveperson.com. To view other press releases about LivePerson, please visit pr.liveperson.com.
SOURCE LivePerson, Inc.