Case Study: Palladium Hotel Group achieves a 30% increase in online conversion rate with giosg

How the hotel group achieved 30% increase in online conversion rate

Palladium Hotel Group, a Spanish hotel chain, faced the challenge of adapting to the digital demands of modern travelers. They needed to improve their online conversion rate but had to optimize their limited call center resources in Mexico and Spain to ensure agents were prioritizing highly-qualified sales leads. They partnered with giosg, implementing its Conversational Sales Assistant solution to better connect with and qualify web visitors in real time.

The giosg solution used a hybrid bot-human model to classify and segment web traffic before connecting them to the most appropriate sales agent. This approach, along with features like voicemail detection and CTI integration, significantly improved agent productivity and lead qualification. As a result, Palladium Hotel Group achieved an 8% increase in global sales, a 25% rise in agent sessions, and a 30% boost in their online conversion rate, while also decreasing misdirected support calls by 10%.

Palladium Hotel Group

Simón Romero Castro

Contact Center Director