Exodus’ Digital Engagement Improves Personalised Travel Experience
Customer Company Size
Large Corporate
Region
- Europe
- America
- Asia
Country
- United Kingdom
- Australia
- Canada
Product
- LivePerson real-time engagement solution
- Live Chat
- Content targeting
- Web analytics-based targeting
Tech Stack
- Web analytics
- Live Chat technology
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Revenue Growth
- Customer Satisfaction
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Exodus is a tour operator that began in 1974 with a single overland truck journeying across Asia to Kathmandu. As the overland experience gained popularity, Exodus expanded its operations, building new trucks to travel the Trans Asia Overland path and eventually the more challenging route to Johannesburg, South Africa. With growing demand for alternative and adventure holidays, Exodus has now expanded to over 100 countries. The company is committed to being a responsible tour operator and has won several awards for its efforts. Exodus offers small group expeditions led by expert local guides, with expeditions ranging from trekking trips and cycling programmes, to wildlife adventures and polar expeditions.
The Challenge
Exodus, a tour operator that offers small group expeditions led by expert local guides, was facing a challenge with its online customer engagement. The company sells high-end adventure holidays that require a high level of commitment from customers, resulting in low conversion rates on its website. Exodus needed a solution to support and engage with online customers who required extra guidance when booking their adventure holidays. The company was looking for a way to drive sales, improve customer service, and collect valuable data for future promotional activity.
The Solution
Exodus partnered with LivePerson to implement a real-time engagement solution, which included Live Chat, content targeting, and web analytics-based targeting. The objective of Live Chat was to guide customers with any problems or enquiries, engaging them with help and information to drive sales and improve customer service, while also collecting valuable data for future promotional activity. LivePerson customised the chat and call back request buttons to complement the look and feel of the Exodus website. Exodus also integrated web analytics-based targeting within the chat programme, leveraging website analytics data to build accurate, automatic rules for online chat. This enabled Exodus to offer either a chat invitation or a call-back request to the right customer, at the right time. Exodus has dedicated Live Chat teams stationed in London, Melbourne and Toronto to ensure that the service is available twenty-four hours a day.
Operational Impact
Quantitative Benefit
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