Virgin Atlantic Customer Story: Using LP Chat to Exceed Customers Expectations [video]

Posted by
Erin Kang
LivePerson Contributor
Thursday, August 9, 2012 - 12:42

Virgin Atlantic is known world wide for their innovative branding and superior customer service. Their motto of “everyday pioneer” is reflected in their products, their people, and even their website.  Virgin Atlantic deployed LP Chat in order to deliver an optimal customer experience online and to provide real-time assistance to their customers in their channel of choice.  

“It is clear that LivePerson are thought leaders in online engagement. Other companies try and replicate market demands, but LivePerson innovates,” said John Giddings General Manager Virgin Atlantic Contact Centers, UK and US.

By deploying LP Chat, not only did Virgin Atlantic improve customer satisfaction, they boosted booking conversions and reduced costs. By deflecting 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, creating a win-win for both the Virgin team and customers.

"It is amazing to work with a team of people who are so passionate about their brand. Not only are Virgin the clear brand leaders in their space, they continue to innovate and lead and from a LivePerson point of view that makes them the perfect customer," said Ed Stonestreet, LivePerson's Account Executive for Virgin. 

Watch the below video to learn more about Virgin Atlantic's success using LP Chat:



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