Hertz is one of the leading car rental companies and operates over 10,000 franchises around the world. While they maintain a global brand presence, Hertz prides itself as a rental agency fit for the neighbourhood, specializing in local car rentals at affordable rates.
The COVID-19 pandemic arguably impacted the travel industry more than any other segments of the global economy, outside of healthcare. Airlines were grounded due to travel restrictions, while car rental companies saw business dry up as people remained confined to their homes during lockdowns.
During this time, Hertz saw a profound change in consumer behavior. The company adjusted to customers booking rentals for longer periods of time instead of for shorter day trips. It also led to a dramatic increase of inbound enquiries from customers who could ask for last minute changes or cancellations if Covid case numbers spiked or local Covid regulations changed close to a planned getaway.
Hertz Sweden, which oversees business in the Scandinavian countries, in an effort to maintain quality customer service throughout the pandemic, used Kindly’s Nudge conversion rate optimization (CRO) solution to deploy messages and offers that appealed to its customers. Specifically, Hertz employs triggered messages to act on users’ booking intent in order to recover booking processes that are about to be abandoned before completion.
This strategy helped drive up on-site engagement and conversions -- but Hertz soon realised they needed additional support to handle the volume of inbound enquiries.
CMO Anders Tärnell became personally involved with hundreds of enquiries at the height of the pandemic, and he recognized a need to automate responses to frequently asked questions. That’s when he and his team looked into Kindly’s AI-powered chatbot and saw an opportunity to improve their level of service.
“In our business, we need to provide quick and helpful answers to instantly address the needs of our customers. If we can’t address a concern quickly, a potential customer might book their car somewhere else. That’s why, when we looked at potential partners, we chose Kindly because it allowed us to give helpful responses to common questions and a fast and easy deployment to our website.”
Anders Tärnell, CMO, Hertz Sweden