Exodus’ Digital Engagement Improves Personalised Travel Experience

• Application Infrastructure & Middleware - API Integration & Management

• Sales & Marketing

• Software Design & Engineering Services

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.

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.

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.

• Exodus has seen an improvement in online conversion since deploying the LivePerson solution.
• The company now has the ability to engage with customers in real-time, providing them with the opportunity to speak with a real live person twenty-four hours a day to ask questions about their dream trip.
• Exodus has been able to collect valuable data for future promotional activity through the use of Live Chat.

• 25% of online sales are now generated through Live Chat.
• Chat volumes are up by 400%.