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Hertz Customer Care



 
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An Award-Winning Combination

The Hertz Corporation runs Hertz, Dollar, and Thrifty car rental brands. Hertz is one of the largest general use vehicle rental companies with thousands of locations across the globe.


 
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Situation


Hertz needed a way to resolve customer issues across social media to reduce overall negative sentiment surrounding their brands. They realized slow responses can influence purchasing decisions. Over 67% of consumer complaints weren't being responded to, and if they were, it took over five hours for a reply. Negative sentiment was at an all time high.

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Solution


Hertz partnered with Brickfish's social management team to implement a new social customer care strategy and respond to more custom complaints in a timely manner. In addition, Hertz partnered with influencers to help in the relief efforts after Hurricane Harvey struck Houston, TX.

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Result


With Brickfish, the Hertz Corporation received a Shorty Award for best in class customer care, decreased their first Response Time (FRT) by over 89%, and lowered negative sentiment by 19%. Hertz, Dollar, and Thrift became the three fastest car rental companies in the industry on Twitter, far surpassing competitors.

 

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