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Travelzoo wanted to engage website visitors at times of buying intent in order to increase conversions and sales. The company conducted a pilot sales deployment of proactive chat, powered by LivePerson technology and managed by LivePerson Partner Knoah Solutions. The three-month test yielded surprisingly good results, and the program was expanded. After a year with LivePerson, the live chat channel is delivering more than a 30 percent conversion rate, with a 60 percent improvement in average order value (AOV), and a 14 percent improvement in capturing first-time buyers over self service. Customer satisfaction for the channel is at more than 90 percent, and average revenue over investment is an astounding 130 percent.


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