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Rail Europe

Rail Europe, Inc., wanted to provide an additional channel to enable more personalized sales support for its websites marketing travel products for travel agents and consumers. It deployed a rudimentary live chat solution in 2009, but upgraded to a LivePerson solution with proactive chat in 2011. Sales results have been very impressive, with a conversion rate of 24 percent for live chat and an average booking value 34 percent higher than with those who did not participate in live chat. LivePerson proactive chat enabled a 300 percent increase in live chat volume and an 85 percent call deflection for visitors experiencing error messages. And live chat boasts a customer satisfaction rate of 92 percent.

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