Mantra Group Reports Enhanced Customer Experience And Increased Revenue With LivePerson
Leading Australian accommodation provider, Mantra Group, has reported a 40 percent lift in online campaign conversions since deploying LivePerson – a real-time intelligent engagement solution that includes live chat and content targeting capabilities.
Mantra Group is the first accommodation provider in Australia and New Zealand to implement LivePerson chat solutions. The Group’s innovative marketing drives a substantial volume of traffic to their Peppers, Mantra and BreakFree websites which feature 112 hotels across Australia and New Zealand, but meaningful engagement with a vast quantity of 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 brand websites.
“Mantra Group strives to offer the best customer experience possible at every touch point, and we realised that by working with LivePerson, we could provide a more personalised, and seamless digital journey for our growing volume of visitors,” said Luke Jamieson, GM ECommerce & Distribution 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, 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, certain visitors are offered localised content or complementary offers based on location, preferences, or history, in order to incentivize booking, deliver a more personalised touch, and prevent abandonment.
Mantra Group’s has produced exceptional results, 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, a visitor is 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 commitment to customers and focus on innovation.”
The full case study, including additional metrics, is available here.
About Mantra Group
Mantra Group is a leading manager and marketer of hotels and resorts in Australia and New Zealand - with its first foray into Asia with the opening of Mantra Nusa Dua, Bali in March 2013. The Group owns and operates three well-known and trusted brands – Peppers, Mantra and BreakFree. With over 112 properties and 15,000 rooms under management, Mantra Group is the second largest accommodation operator within Australia. The Group is positioned to offer both leisure and business style accommodation ranging from self-contained apartments to luxury resorts and retreats: local.mantragroup.com.au; www.peppers.com.au; www.mantra.com.au; www.breakfree.com.au
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 behavioural analytics, producing connections based on a true understanding of business objectives and customer needs. For more information visit www.liveperson.com.