Hoping to increase RFP conversions and improve customer service for meeting planners, Omni Hotels & Resorts has implemented LivePerson Enterprise, a live chat solution that connects planners in real time with Omni sales managers, on the meetings and events section of its website, it announced last week.
The chat function, which was introduced in April, has so far helped Omni realize a 50 percent increase in chat-driven RFPs, with more than half converting to prospective business.
"We have been using LivePerson throughout other sections of our website for some time, targeting business and leisure guests, achieving amazing results — 18 percent conversion rates, 87 percent customer satisfaction scores and an average order value increase of 15 percent," Omni Vice President of E-Commerce Kerry Kennedy said in a statement. "Based on these results, we knew chat would prove to be successful for our meetings and events business. Since deploying the solution, we've been able to increase RFPs with the majority of them becoming potential business for the brand."
According to Omni, 45 to 50 percent of its business comes from the meetings sector. With live chat, sales reps are able to answer meeting planners' questions in real time in order to successfully guide more prospects through the sales pipeline.
For more information, visit LivePerson.com to read an Omni case study.