Spa Finder Case Study
For Spa Finder, driving quality booking referrals to their spa partners is a top priority. But after investing millions of dollars to create the leading spa website, the company was still missing two key components: 1) A mechanism to help customers connect immediately and directly with a spa from SpaFinder.com; and, 2) A way to track or quantify the business they were sending to their spa partners. To do this, the company deployed a “Click to Talk” feature powered by eStara that would allow high-value customers to arrange an immediate callback from the spa they were interested in. In addition, Spa Finder replaced the traditional phone numbers on its website listings with toll-free call tracking numbers provided by eStara‘s call tracking technology. The new numbers allowed Spa Finder to track leads generated by the website—and offline print materials.

Chrysler Group Case Study
The Chrysler Group is a unit of Daimler Chrysler, the world’s fifth largest automaker. Its brands include Chrysler, Jeep® and Dodge. The company uses brand Web sites to find and engage prospective buyers, and then funnel them to local dealerships. To improve this process, the Chrysler Group incorporated eStara’s click to call and Agent Console services across key purchasing points on brand Web sites. Using eStara’s services, the Chrysler Group saw twice as many click to call callers purchasing a vehicle compared to standard inbound callers. Today, click-to-call calls account for 10 percent of all Chrysler Group marketing calls.

Esurance Case Study
Esurance, a leading online insurance provider, drives customeracquisition and retention by making the insurance buying process quick and easy. To improve its existing online process, the company developed a strategy that incorporates eStara’s click to call services at pre and post-sales areas of its website. This service give online consumers the power to connect with a live agent at key points in the pre- and post-sales process. With eStara click to call, Esurance has increased inbound prospect inquiries by 30%.

Continental Case Study
In a period of intense competition from other air carriers and travel portal sites, Continental Airline’s website a mission critical business priority. To that end the company works hard to make it easy for online customers to make reservations and get answers to their travel questions quickly. Continental sought to overhaul its online reservation process to improve conversion rates, reduce website abandonment and drive even higher customer satisfaction. The company deployed eStara’s click to call as a key part of this process. Click to call deployment has doubled Continental’s online reservation completion percentage and generated a 50X ROI for the company.

Jenny Craig Case Study
Through its Web site, Jenny Craig offers visitors the chance to contact weight loss consultants at their local center.  The company had tried a variety of programs, yet, there was no guarantee on when the prospective client would get a reply.  For an emotional, often impulsive, decision like visiting a weight management center, immediacy is key.  The company implemented a customized Click to Call solution to connect online prospects directly with a weightloss consultant over the phone.  Calls are routed to the visitor's local Jenny Craig center directly from the Web site; if the local consultant is not available, the call is directed to Jenny Craig's call center to ensure immediate response.  Jenny Craig has seen tremendous results with Click to Call, including: Doubled conversion rates compared to those of previous contact methods, increased call volumes and improved customer loyalty.

Spanair Case Study

A recent analyst report published by Forrester Research cites that cross-channel tools like click to call “give travel technology pessimists the confidence and comfort to engage with you online, providing a virtual safety net for the customer should a problem occur.” (Understanding Travel’s Technology Pessimists, Forrester Research, January 18, 2007).  In Spanair’s case, the airline found  that users overlooked error messages generated when required fields were not completed during the reservation process.  Oftentimes, these users would not understand why they could not proceed, so they would abandon the site completely.  Spanair needed a way to rescue these customers, so it turned to eStara’s Click to Call.  Using Click to Call, Spanair has been able to identify key points of abandonment during its booking process, and has reduced customer attrition.

 

Autobytel Case Study

More than 30% of ecommerce sites still wait at least one full business day to respond to Web and email inquiries. One can only guess how long some marketers with a big offline focus take to respond to an online contact, turning off consumers and creating negative viral along the way. That’s why you have to see how an online car broker uses the Internet to connect consumers and local dealers by phone within four hours. Timing is everything: revenue is up triple digits, and the number of qualified leads being contacted has increased 52%.