Increase in call volume
Increase in order value
Customer answer rate
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).
Travelist is 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 group cementing their place at the forefront of the travel sector across the CEE region.
Travelist has a call center with qualified sales reps but they were not making effective use of their team.
The number of inbound sales calls was lower than what they knew was possible. In fact, most calls they were receiving were about existing bookings versus new holidays.
Travelist was showing their sales number prominently on their website, but it was not effectively converting potential customers to calls. Visitors who were interested in booking a holiday rarely used the helpline. Instead, they were leaving the site.
Travelist tried a variety of methods to increase sales call volumes, including creating a callback form to collect phone numbers. They wanted to speak these leads quickly, but the system was inadequate and customers were waiting for calls for too long.
Travelist realized they must achieve 2 things to achieve the results value:
“After nearly two years of using LiveCall, it now has a central role in planning our strategies.”
It took Travelist less than 5 days to set up LiveCall across all of their domains. They were able to directly integrate with their call centre infrastructure, providing a robust call setup.
Working with LiveCall’s customer success team, Travelist applied various customizations including:
With these customizations, Travelist hoped to not only increase inbound sales call, but also receive high-quality sales leads
Travelist were stunned with the results they got from using the LiveCall widget:
The strong results were made possible because of the fast callback technology and effective behavioral targeting.
LiveCall’s customer success team to develop a strategy to optimize call centre activity.