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Mantra Group's innovative and rigorous marketing efforts drive a substantial volume of traffic to their website, but meaningfully engaging such a vast quantity of prospects and 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 brands: Peppers Retreat, Mantra Hotels and BreakFree Hotels. Mantra Group was the first accommodations provider in
New Zealand to implement LivePerson chat solutions.
"Mantra Group strives to offer the best customer experience possible at every touch point, and we realized that by working with LivePerson, we could provide a more personalized and seamless digital journey for our growing volume of visitors," said
Luke Jamieson, Head of Online 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 with a live agent, 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, visitors are offered relevant content or complementary offers based on location, preferences, or history, in order to incentivize booking, deliver a more personalized touch, and prevent abandonment.