Acquire

Palace resorts
Industry

Headquarters

Active Users/Month

Customers Since

Since 1994 Palace Resorts has been helping us make our dream holidays come true and providing the stage for a truly exceptional experience for travellers. Making sure their customers expectations are met from the first time they interact with the brand is where Acquire comes into the picture.

Acquire came on top as the right solution to capture customers on their customer journey, creating a personal experience and making sure ROI could be calculated. Moreover Acquire could calculate how much revenue was generated from live chat and measure team performance.

Proactive Chat

With proactive chat, this has allowed us to Target customers through messaging depending on their criteria. A great example would be if you visit a certain resort for the 2nd time, we can send an targeted message to this specific customer engaging them with the right message at the right time. This has been immense in driving engagement which ultimately impacts our bottom line.

Conversion Tracking

1. Prior to our conversion tracking tool, Deya from palace resorts had to go through every single transactions made on the website and then cross reference every single email on the chat to see how many chats were being converted from their live chat tool. This would take her more than 10 hours a week just to do this single job function

2. What this meant for them was the fact that how many of their customers who started a conversation actually went on to purchase a holiday and how much revenue was generated from live chat. This was a feature we did not initially have but saw great value in the feature for all our clients and decided to build this out for Palace resorts and a few other customers for testing, which is not in full flow for all customers. Palace resorts can now look at their reporting to find out exactly which customers converted, how many converted, value of
sales and also which agent had sold via live chat.

3. “This tool has been a life saver for me – it has given me such a transparent view into our sales from live chat and has allowed us to drive more sales with this new transparency

Video / Cobrowse

We realized early on that if we could create a personal experience for our customers who are booking luxury holidays it

would really give us an edge. People ask us about the resorts,weather and many questions come up all the time when booking a completely new place. with video it has really helped our customers to build rapport with us and trust and this has been crucial to our digital strategy moving forward.

Co-browse is awesome and it allows our agents to see the customers screen whilst they are going through a booking and make sure they book the correct hotel for them, selecting rooms and even taking them through the checkout process to make sure they have booked at we have met their expectation. booking and make sure they book the correct hotel for them, selecting rooms and even taking them through the checkout process to make sure they have booked at we have met their expectation.

Results

The sales and the number of customers who engaged had jumped up considerably when switching solutions and Palace resorts could better understand where their customers were getting stuck on not pursing further in the sales cycle and also to understand the questions customers were asking before proceeding further with the payment. This ultimately built up trustful relationships with customers much quicker.

Palace resorts started using acquire in a single departments are within a month they had driven so much engagement we
added more agents to the existing department and expanded into the Wedding Departments.

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