The Hertz Corporation operates the Hertz, Dollar and Thrifty car rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand.
The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
Hertz’s 1-800 customer service only operated Monday-Friday and did not answer questions received over social media.
This meant that weekend travelers could not reach any form of live customer service. This was extremely surprising and upsetting for many Hertz Rental Car customers who expected the global travel mega-company to have customer service available in their time of distress.
To solve all the problems Hertz had, it teamed up with Nuvi and implemented strategies to:
Moreover, Nuvi Engage allowed Hertz to report the types of experiences customers were having and communicate those insights to the rest of the organization, so they could focus on making the most impactful improvements to the customers' experience.
After Nuvi's efforts we could see that the results were impressive, Hertz went from systematically ignoring 16,320,000 customer interactions across social to winning a Shorty Award for Best-in-Class Social Customer Care. That is not an easy feat to accomplish.