Travelist by Secret Escapes
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.
Type of company:
online booking engine for hotels and SPAs
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"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."
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.
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.
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.