Case Study: Omni Hotels achieves higher conversion rates, increased average order value and 87% CSAT with LivePerson's proactive chat

Omni Hotels deploys proactive chat throughout website, boosting AOVs, conversion rates, and CSAT scores

Omni Hotels & Resorts, a luxury brand with 45 properties across North America, faced a challenge: convert more website visitors into guests without costly new traffic. Relying mainly on phone and email left many visitors waiting during booking and complex RFP processes, so Omni needed a real‑time, scalable way to engage prospects, improve conversion and protect the guest experience.

Omni implemented LivePerson Enterprise chat sitewide with proactive invitations on booking and Meetings & Events pages and trained agents to use chat as a sales and service channel. The program lifted CSAT to 87%, drove chats to convert at 18% versus 3% for non‑chatters, increased RFP completion by 50% (with half progressing to prospective business), and raised average order value to $430 from $398, while deepening loyalty through concierge service in the Select Guest area.

Omni Hotels

Kerry Kennedy

Vice President of E-Commerce