Liveperson.com, the leading provider of hosted solutions for managing online customer interactions, has awarded The Best in Chat award for the Most Creative Chat Application to The Westin Dragonara Resort.
LivePerson receives hundreds of submissions to the Best in Chat contest, and Westin Malta was granted this award as it provides a white glove touch for visitors by including a photograph of every employee with whom visitors can chat. The Westin Dragonara Resort implemented the Live Chat system nearly three years ago, making it one of the first hotels in Malta to offer such a service and also the first Starwood Hotels and Resorts property to implement the Chat service on www.starwoodmalta.com/westin and www.westinmalta.com
The chat service allows guests visiting the Westin Malta portal to chat live with the hotel manager, the concierge, the Reservation Department and the Sales Team. Enquirers can chat live in real time 24 hours a day, seven days a week, to obtain the best possible information to make their holiday or event one of excellent quality by just chatting with one of The Westin Dragonara Resort representative’s.
The Westin Dragonara Resort has a whole web page dedicated to this service and the Westin Malta team receives an average of 60 chats per month, the majority being with the concierge, enquiring about the Resort or about the Maltese Islands, and with the Reservations Team, checking a room’s availability and placing bookings, or confirming details of their reservation.
With the implementation of Live Chat, The Westin Dragonara Resort has benefited by improving customer relationship management as guests can chat to associates before they arrive at the Resort regarding any queries, and even after they leave. Weddings and groups requests are also received from the live chat portal.
LivePerson’s comprehensive software platform, Timpani, is a fully integrated multi-channel communication solution that facilitates real-time sales, customer service and marketing. Timpani delivers tools that support and manage all online customer interactions: chat, email and self-service/knowledge base. By supplying a single agent desktop and unified customer history, Timpani enables companies to deliver a personalised and seamless service experience. “LivePerson allows The Home Depot to provide our customers with a consistent, high-quality experience, whether they are online or in our stores. The Timpani platform brings interactivity and a personal touch to our customers’ online shopping sessions – and they’ve responded with higher satisfaction ratings, average order value and increased conversion rates,” said Home Depot Direct programme management director Javad Ra’ed.