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.
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.
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!
