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.
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:
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: