Virgin Atlantic has successfully implemented a “LivePerson Chat solution,” according to LivePerson, Inc., a provider of real-time engagement solutions that increase conversions and improve customer experience. LP Chat is designed to address two main goals: to enable customers to have their questions answered in real-time online, saving them from emailing or calling, and to improve online ticket sales conversion rates and catch website visitors who were dropping off before completing the booking process.

Not only did Virgin Atlantic boost booking conversions and improve customer satisfaction, they reduced costs. By moving customer inquiries away from email and directing them to chat, Virgin Atlantic significantly decreased resolution times and reduced the cost per interaction when compared to email and phone channels. LivePerson worked with Virgin Atlantic to utilize live chat precisely where it would drive incremental revenue and increase average order values. The sophisticated business rules engine built into LP Chat works intelligently, identifying and prioritizing higher revenue opportunities and determining the proper time to offer real-time help during the booking process to convert sales.

According to statistical data, Live Chat is a much more effective communication medium than emails. LP Chat reduces email volume and backlog, allowing customer inquiries to be dealt with at first contact. Customers, the statistics say, who chat convert at nearly 3.5 times the rate of those who do not. Customers who chat have an average order value of more than 15 percent over those who self-serve. The cost per chat is cheaper than both phone and email, saving on labor costs. Plus there is a satisfaction factor as customers whose needs are met in real time raise their customer satisfaction scores to over 80 percent.