Hertz Customer Care
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.
PROBLEM
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.
SOLUTION
To solve all the problems Hertz had, it teamed up with Nuvi and implemented strategies to:
- Organize the issues arising through the use of tags and notifications
- Empower Hertz to listen to their audience in powerful ways across social
- Engage with those interactions
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.
RESULT
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.
The numbers show everything about Hertz's success story:
- 24% decrease in negative sentiment vs. the previous year
- 74% increase in incoming messages
- 89% decrease in First Response Time (FRT). That’s a 5-hour decrease in FRT
- Half of the concerned customers converted to promoters
- Increased JD Power ranking 26 points and moved to 2nd position over 30 months
- Received Shorty Award for Best-in-Class Social Customer Care
- $3.5 million saved in the first year alone after investing in social customer care while improving services level 67%