Top Customer Service Issues and CustomerServ’s Call Center Expertise in the Car Rental Industry

CustomerServ's Auto Rental Call Center Outsourcing Vendors Deliver Superior Communication and Service

The rising popularity of car-sharing and ride-hailing services has been a disruptive force within the car rental industry. Major players have been forced to reinvent long-standing business models to incorporate automation, connected cars and a greater focus on delivering an effortless customer experience from end to end.

Auto rental companies are responding to consumers’ desire for more convenient and accessible options with their own on-demand services that allow users to rent cars in smaller time increments—as short as one hour—while providing a frictionless experience by enabling users to bypass lengthy wait times at the counter when picking up or returning cars.

With longer-term rentals, leading car rental brands are taking a similar approach by integrating automation and a personal touch to help consumers expedite the front-end rental experience. The traditional counter experience is being replaced with self-service kiosks, face time with employees bearing tablets who greet and escort customers to their vehicles, and cars that are delivered to the customer’s location.

Branded mobile apps provide one-tap access to reservations agents to answer questions and assist with booking, and live customer service staff are on hand around-the-clock to educate drivers on the features of digital apps and connected vehicles.

Top Customer Service Challenges for the Car Rental Industry

Consumer demand for a convenient, efficient and effortless car rental experience has forced the industry to shed long-standing practices. Companies that can deliver a personalized, high-touch customer experience in an efficient manner that minimizes customer effort will enhance loyalty and long-term success. Key customer service challenges for the car rental industry include:

• Providing quick 24/7 access to highly trained staff. As more companies transition away from the rental desk, consumers will need instant access to knowledgeable call center staff who can expedite the rental experience, answer customers’ questions and get them on their way without adding time to the process.
• Customer education will be a vital function for auto rental call centers. Agents will need to be skilled communicators offering a transparent explanation of reservation pricing, the booking process and rental agreement to walking users through the in-vehicle features to highlighting mobile app functions to trouble-shooting vehicle connection issues.
• Ensuring quick, efficient service delivery 24/7, 365 days a year. Auto rental companies will need the ability to ramp-up staffing during peak travel seasons to maintain high-quality service delivery, brand reputation and customer loyalty.
• Building brand awareness through exceptional service delivery is critical, especially since consumers’ first impression of the rental experience may be through an online broker and not the brand’s reservation staff.
• Providing a seamless, omnichannel experience for finding, booking, pickup and paying for car rentals—whether consumers start or end the process via the company website, mobile app, rental broker, reservations call center or airport counter.

CustomerServ's Car Rental Call Center Vendors Provide Competitive Rental Experience

Leading car rental companies work with CustomerServ’s call center vendors to provide a seamless and competitive rental experience for their members and customers including:

• Inbound reservations sales and bookings
• Inbound customer service
• Roadside assistance
• Concierge services
• Outbound services
• Membership and loyalty programs
• Frequent renter programs
• Corporate travel desk
• Seasonal and steady state staffing
• Live chat
• Email support
• SMS support
• Mobile app support
• Social media support
• Multi-lingual in over 50 languages
• US Based, near-shore and off-shore support
• PCI compliant call centers