eStara 'Click to Call' Pleases Red Lion Hotels Customers
MAY 23, 2007. eStara, the leading provider of proactive conversion solutions for enhancing online sales and support initiatives, today announced that Red Lion Hotels Corporation (NYSE: RLH), a full-service upscale hotel chain, has increased its customer satisfaction rate since implementing eStara Click to Call on its Website in August 2005.
With customers occasionally reaching a point in the online booking with questions which could prevent them from completing their reservation, Red Lion Hotels sought to implement a solution to assist the customer. With eStara Click to Call, Red Lion now offers customers the opportunity to directly connect with a customer service representative when they require personal assistance. An additional benefit is that Red Lion Hotels can monitor the point in the process when the customer used the Click to Call feature and improve the process.
"Red Lion's Push to Talk service, powered by eStara's Click to Call technology, is not only providing our agents a selling tool, but it's increasing loyalty by showing customers Red Lion is ready to serve them whenever they want, however they want," said Julie Silbar, Director of Call Center Operations for Red Lion Hotels. "The addition of eStara's Click to Call technology to our redesigned Website has been one of the factors driving a 68 percent growth in our website revenues."
To further ensure Red Lion is doing everything it can to fine tune its customer service, the company also uses eStara's site survey technology to gather additional feedback about its Click to Call program. Results have found that 13 percent of those surveyed would have abandoned their transaction without the availability of Click to Call. Also, 62 percent of survey respondents said Click to Call improved or drastically improved their website experience and nearly 70 percent said Click to Call was easier to use than alternative contact methods such as email or toll-free telephone.
"Looking at the positive response we've seen from customer surveys, we're convinced that this service keeps customers that would have otherwise left our site and booked elsewhere," added Silbar.
Marriott International, Inc. (NASDAQ: MAR) is a global leading lodging company based in Bethesda,Maryland, USA, with more than 4,200 properties in 80 countries and territories. Marriott International reported revenues of nearly $14 billion in fiscal year 2014. The company operates and franchises hotels and licenses vacation ownership resorts under 19 brands, including: The Ritz-Carlton®, BVlgari®, EDITION®, JW Marriott®, Autograph Collection® Hotels, Renaissance® Hotels, Marriott Hotels®, Delta Hotels and Resorts®, Marriott Executive Apartments®, Marriott Vacation Club®, Gaylord Hotels®, AC Hotels by Marriott®, Courtyard®, Residence Inn®, SpringHill Suites®, Fairfield Inn & Suites®, TownePlace Suites®, Protea Hotels® and MoxyHotels®. Marriott has been consistently recognized as a top employer and for its superior business ethics. The company also manages the award-winning guest loyalty program, Marriott Rewards® and The Ritz-Carlton Rewards® program, which together surpass 50 million members. For more information or reservations, please visit our website at 
