ENTER THE 2021 SHORTY IMPACT AWARDS

Previously known as the Shorty Social Good Awards, the Shorty Impact Awards is an awards program created to raise global awareness around the positive impact brands, agencies and non-profits can have on society.

Social Campaigns

Community

Arts & Culture

Civic Engagement

Disability Awareness

Diversity, Equity & Inclusion

Gender Equality

Education & Community

Financial Literacy

Public Safety

Youth & Family

Environment

Conservation & Preservation

Sustainability & Renewable Energy

Social & Racial Justice

Animal Rights & Welfare

Humanitarian Aid & Developing Nations

Social Justice & Human Rights

Racial Justice

Veteran & Service Support

Health & Wellness

Fitness & Nutrition

Mental Health

Public Health

Reproductive Health

Grassroots

Grassroots Efforts

Self-Defined (Social Campaigns)

Self-Defined

Social Presence

Single-Platform

Clubhouse

Discord

Facebook

Instagram

LinkedIn

Pinterest

Reddit

Snapchat

TikTok

Triller

Tumblr

Twitch

Twitter

YouTube

Multi-Platform

Multi-Platform

Emerging Platform

Emerging Platform

Social Hit

Single Post or Activation (viral)

Clapback

Social Engagement

Community Management

Community Management

Engagement Tools

Access & Rewards

Call to Action

Chatbots

Contests

Gamification

Polls & Surveys

Integrated Experiences

Fundraising

Live Events

Shopping

Television

Real Time Response

Real Time Response

User Generated Content

User Generated Content

Self-Defined (Social Engagement)

Self-Defined

Social Partnerships

Brand Partnership

Celebrity Partnership

Entertainment Partnership

Influencer Partnership

Non-Profit Partnership

2021 SHORTY PHENOM AWARDS

Previously known as the Shorty Social Good Awards, the Shorty Impact Awards is an awards program created to raise global awareness around the positive impact brands, agencies and non-profits can have on society.

Individuals

Account Management

Analytics

Animation

Art Direction

Brand Marketing

Campaign Management

Communications

Community Management

Copywriting

Creative Direction

Culture

Data Analysis

Design

Editing

Illustration

Partnership Management

Photography

Production

Project Management

Public Relations

Research

Sales

Strategy

Talent Management

Self-Defined

Team

Account Team

Analytics Team

Client Team

Communications Team

Community Team

Content Team

Creative Team

Culture Team

Design Team

Legal Team

Marketing Team

Partnership Team

PR Team

Production Team

Research Team

Sales Team

Social Media Team

Strategy Team

Video Team

Self-Defined

Leader

Account Team Leader

Analytics Team Leader

Client Team Leader

Communications Team Leader

Community Team Leader

Content Team Leader

Creative Team Leader

Culture Team Leader

Design Team Leader

Legal Team Leader

Marketing Team Leader

Partnership Team Leader

PR Team Leader

Production Team Leader

Research Team Leader

Sales Team Leader

Social Media Team Leader

Strategy Team Leader

Video Team Leader

Self-Defined

Voice

Clubhouse Voice

Discord Voice

Facebook Voice

Instagram Voice

LinkedIn Voice

Pinterest Voice

Reddit Voice

TikTok Voice

Triller Voice

Tumblr Voice

Twitter Voice

YouTube Voice

From the 12th Annual Shorty Awards

Hertz Social Customer Care

Finalist in Customer Service

About this entry

In May 2019, Hertz brought back in house our Social Customer Care Team. This team was made up of seven social media specialists that worked the hours of 7AM-1AM, 365 days a year.  Our goal for the 2019 year, was to engage with our customers in a 15-minute response time. Our mission at Hertz is to be customer focused, cost efficient, and provide an unforgettable car rental experience for whatever journey our customers may be on. By learning and growing, we will exceed our customer’s expectations, generate new business, and leverage our opportunities to continuously improve. We are not only striving to be the best in customer service in the field, but we are providing excellent customer service for our customers through social as well. When bringing our team back in house, our team had a goal to engage with our customers with positive dialogue to further brand loyalty. We are now happy to announce, our 24/7 social customer care team excels in this practice of the company by exceeding our goals and being there for the customer through multiple social media platforms. 

Why does this entry deserve to win?

In 2019, we knew we wanted to connect with customers through our social platform channels. Before engaging with customers on, we took our team and placed them  into a two month training session to ensure we know what our customer needs and what feedback to can provide to our company, so we can only continue to be the best in the car rental industry. We connect with customers through social media platforms Twitter, Facebook, and Instagram. Our social media channels allow our social customer care team to be the first response team. With social media being instant, our customers except the same reaction when coming to us through any social media platform. Our main types of customer interactions that come through our social media channels are promote, love, complaint, and issues. 

Results

Since bringing our team back in house, the Hertz Social Customer Care Team has handled 651,094 incoming messages in a 2 minute and 35 sec response time to ensure we are engaging with our customers every step of the way.  Our team handled 156,558 incoming messages with a forty-four percent increase, 88,368 incoming conversations with a fifty percent increase, 89,308 conversations handled with a sixty-two percent increase, and finishing with a strong two minutes and thirty-five second response time with a fifteen percent improvement!

Media

Produced by

Hertz

Entry Credits