Case Study: Rail Europe achieves 34% higher booking value and 24% conversion with LivePerson

Connecting with Customers to Make Travel Dreams a Reality

Rail Europe, Inc., a long-established distributor of European rail passes and travel products to North and Central America, needed a more strategic, scalable channel to provide personalized sales support on its B2B and B2C sites. The company aimed to reduce cart abandonment, increase average booking value through cross-sells and upsells, resolve error-message incidents faster, and adopt a secure, cloud-based solution that could scale for peak season.

Rail Europe deployed LivePerson’s LiveEngage (Click-to-Chat, proactive chat, rules-based targeting), plus agent training and analytics, to target stalled shoppers and assist customers in real time. The change tripled live chat volume (25,000 to 75,000), produced a 24% chat conversion rate and 34% higher booking value for chat-assisted transactions, achieved 92% customer satisfaction, and delivered an 85% call-deflection rate for error-message cases while enabling flexible seasonal scaling.

Rail Europe

Ludy Reyna

Vice President, Operations, Rail Europe, Inc