ExpressRent Interactive Kiosks
Hertz, the world’s largest car rental brand, has been rolling out hundreds of ExpressRent™ kiosks using the Live Expert system. With Live Expert, Hertz customers at airport, off-airport, and retail locations can instantly video chat with a remote agent for live, face-to-face assistance with vehicle rentals. Since going live in 2010, ExpressRent kiosks have experienced significant increases in customer use.
In addition to video chat, Live Expert allows the remote agent to activate kiosk devices for customer identification, payment, printing, and even dispensers. Each activation automatically displays a how-to animation on the kiosk screen. Live Expert provides both customer and agent with confirmation of successful use of each device, handles any exceptions that may arise, and captures the customer’s acceptance of the rental agreement.
Live Expert solves the myriad of challenges in providing outstanding customer service at thousands of locations – handling high fluctuations in customer traffic at each location, minimizing customer wait times without adding staff, effectively training personnel, maintaining high service quality, and leveraging opportunities to increase revenue.
By using Live Expert, Hertz has achieve a rare trifecta – higher service levels, lower operating costs, and greater revenue per transaction.