Text Case Studies FOX RENT A CAR: Grasping new opportunities through an online chat

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	FOX RENT A CAR: Grasping new opportunities through an online chat Text

FOX RENT A CAR: Grasping new opportunities through an online chat

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Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Automotive
Applicable Functions	Business Operation Sales & Marketing
Services	Software Design & Engineering Services
Challenge	Fox Rent A Car, a growing car rental company based in Los Angeles, was looking for ways to simplify the car rental process and improve customer access to their services. They identified live chat as a potential solution for the car reservation process. The goal was to enhance the customer experience on their website by making assistance readily available. They also hoped that by providing a readily available chat option on their site, they would open a new channel of communication and generate new leads. Read More
About Customer	Fox Rent A Car is a car rental company based in Los Angeles, California. The company was founded in 1989 and has since experienced considerable growth and expansion across the United States. They offer car rental services in 17 major US airports. The company is constantly looking for ways to improve and simplify the car rental process for their customers. They recently identified live chat as a potential solution for the car reservation process and implemented it as part of their business strategy. Read More
Solution	Fox Rent A Car implemented a live chat solution in February 2012. Initially, the live chat was manned by 5 agents, but this number later increased to over 10 consecutive agents. Currently, 36 reservation agents man the stations, with nearly all of them having access to live chat throughout the day. This offers a different type of communication to the traditional methods of phone and email. To handle the high volume of customers, operators use tools that allow for multiple clients to be helped at the same time. The 'Message sneak peek' feature allows operators to see what the client is typing in so that they can start formulating their answer. Fox Rent A Car agents also use a canned response system, which allows operators answering common questions to pull up stored responses for time efficiency and accurate answers. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Automotive

Applicable Functions

Business Operation

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

Fox Rent A Car, a growing car rental company based in Los Angeles, was looking for ways to simplify the car rental process and improve customer access to their services. They identified live chat as a potential solution for the car reservation process. The goal was to enhance the customer experience on their website by making assistance readily available. They also hoped that by providing a readily available chat option on their site, they would open a new channel of communication and generate new leads.

About Customer

Fox Rent A Car is a car rental company based in Los Angeles, California. The company was founded in 1989 and has since experienced considerable growth and expansion across the United States. They offer car rental services in 17 major US airports. The company is constantly looking for ways to improve and simplify the car rental process for their customers. They recently identified live chat as a potential solution for the car reservation process and implemented it as part of their business strategy.

Solution

Fox Rent A Car implemented a live chat solution in February 2012. Initially, the live chat was manned by 5 agents, but this number later increased to over 10 consecutive agents. Currently, 36 reservation agents man the stations, with nearly all of them having access to live chat throughout the day. This offers a different type of communication to the traditional methods of phone and email. To handle the high volume of customers, operators use tools that allow for multiple clients to be helped at the same time. The 'Message sneak peek' feature allows operators to see what the client is typing in so that they can start formulating their answer. Fox Rent A Car agents also use a canned response system, which allows operators answering common questions to pull up stored responses for time efficiency and accurate answers.

Impact #1	The live chat option has become an alternative and convenient channel for customers to make a reservation.
Impact #2	At times, there are so many clients chatting that there are 25 different chats happening simultaneously.
Impact #3	As Fox Rent A Car expands into new locations, the live chat solution will also expand.

Impact #1

The live chat option has become an alternative and convenient channel for customers to make a reservation.

Impact #2

At times, there are so many clients chatting that there are 25 different chats happening simultaneously.

Impact #3

As Fox Rent A Car expands into new locations, the live chat solution will also expand.

Benefit #1	The live chat handles as many as 800 chats every day.

Benefit #1

The live chat handles as many as 800 chats every day.

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Overview

FOX RENT A CAR: Grasping new opportunities through an online chat

Operational Impact

Quantitative Benefit