Customer Experience in the Rental Contactless Era: Redefining Service Standards
15 Feb 2024 | 4 min read
Elevating the role of the customer experience in the contactless car rental process is of utmost importance in today’s rental market. Rentals need to keep up with services such as mobile payments in order to offer people the same speed and convenience when it comes to renting a car.
It’s all about the increasing customer demand for contactless options 💡🛜
We previously said it’s not just about car rental, every service is trying to move closer to a contactless offering in order to remain a leading-edge, every service is trying to move closer to a contactless offering in order to keep pace with evolving customer expectations. Modern customers now value rapidity, convenience, and safety. Contactless fits all these needs perfectly and 2hire connectivity is the secret ingredient.
As number of rentals grew from 17.3 million to 29.2 million in 2021, companies struggled to rebound due to reduced staff, vehicle shortages, and long counter lines. Some forecasts suggest that by the end of 2024, the number of rentals will exceed pre-COVID levels by about 46.8 million.
So how do rental companies adapt quickly to the intense and growing demand if they are still adopting systems that were performing well but in the pre-covid market?
Contactless as the new essence for car rental customers
Customers now expect the ability to book, pick up, and return vehicles with minimal physical contact and maximum efficiency. Rental companies need to adapt their service standards to meet these evolving expectations.
Crucial role of 2hire connectivity in contactless rental
2hire technology plays a pivotal role in enhancing the customer experience of car rental companies by providing seamless integration, convenience, safety, personalization, data insights, innovative features, and future-proofing capabilities. By leveraging these powerful elements, 2hire helps rental companies differentiate themselves in the market and deliver exceptional experiences that drive customer satisfaction and loyalty.
Contactless car rental also involves a variety of digital touchpoints, including mobile check-in/out, remote vehicle access, electronic contracts, enhanced customer experience, and many more. Exploring the effectiveness of these digital interactions and identifying areas for improvement can enhance the overall customer experience and increase satisfaction levels.
In case you wanna read more on the topic don't miss this ⤵️ https://2hire.io/2023/02/21/contactless-rental-for-your-car-rental-business/
→ Mobile check-in/out 📱: These processes invite customers to complete essential rental tasks directly from their smartphones or mobile devices. By leveraging mobile apps or web-based platforms, renters can verify customers’ identity, review rental agreements, inspect vehicles for damages, and initiate rental transactions seamlessly, without the need for paper forms or physical interaction with rental staff.
→ Remote vehicle access 🔓: Customers can bypass the need for physical keys and the associated wait time through digital vehicle access. This means customers easily locate the vehicle, unlock/lock it, and start/stop the trip completely through their smartphone. This not only saves time and enhances convenience for customers but also provides greater flexibility and efficiency in managing the rental process for both renters and customers alike.
→ Electronic contracts 💻: They replace traditional paper-based agreements, enabling customers to review and sign rental documents digitally. Faster processing times, reduced administrative overhead, and improved accuracy and compliance with legal requirements are just a few of the major benefits this touchpoint brings to customers.
→ Enhanced customer experience 🥇: Rental companies can significantly enhance the overall customer experience and increase satisfaction levels. Intuitive user interfaces, clear instructions, and responsive customer support channels contribute to a positive rental experience, fostering customer loyalty and repeat business. Additionally, digital interactions provide valuable data insights that rental companies can use to personalize services, identify trends, and address pain points in the rental process.
Personalized features are important too!
While contactless experiences may lack face-to-face interactions, there are still opportunities to deliver personalized services to customers. From tailoring vehicle recommendations based on past preferences to offering add-on services and amenities, personalization remains key to fostering customer loyalty and retention in the contactless era.
→ Customer-centric approach 🎯: By understanding and leveraging customer data, 2hire helps rental companies tailor their offerings to individual preferences, creating a sense of exclusivity and demonstrating a commitment to meeting each customer’s unique needs.
→ Data-driven personalization 👩🏽💻: The availability of customer data delivered by 2hire, including past rental history, vehicle preferences, and service usage patterns, allows rental companies to implement data-driven personalization. This information can be used to recommend specific vehicle models that align with a customer’s past choices or suggest additional services and amenities based on their preferences.
→ Building customer loyalty 🤝: Personalization is a powerful tool for building customer loyalty. When customers feel that their preferences are acknowledged and catered to, they are more likely to choose the same rental company for future needs. A loyal customer base contributes to sustainable business growth and positive word-of-mouth recommendations.
→ Strong competitive advantage 🏆: In a competitive market, providing personalized services becomes a differentiator. It sets a rental company apart from others by offering a unique and tailored experience. As customer expectations evolve, personalization becomes a crucial element for staying ahead in the industry.
Enhancing customer experience through technology
It’s clear that an innovation such as 2hire connectivity solution has the potential to significantly enhance the customer experience. These technologies allow for streamlined booking processes, personalized recommendations, and real-time communication with customers, leading to higher satisfaction levels and increased loyalty.
Setting new service standards is important, and contactless car rental has the opportunity to do so for the entire industry. By exploring 2hire cutting-edge connectivity technology, personalized data-driven approaches, and a strong culture of improvement, rental companies can encourage creativity, collaboration, and adaptability among their teams. This proactive approach ensures that the company remains agile and responsive to changing market dynamics while regularly meeting customer needs.
Send us an email at: info@2hire.io 📧
About the author
Benedetta Biggi
Digital Content and PR Specialist at 2hire
I love running and daydreaming losing count of the distance I’m covering, cooking (and especially eating) and Drake is my spirit guide.