23 Mar Goldcar, winner of the Client Experience category at the Mia Awards.
Goldcar was awarded in the Customer Experience category this past 22nd of March at the 2018 Mia awards. This year’s event was organized by the Marketing Club Mediterráneo and was held at the Club Información de Alicante (Alicante Information Club).
Goldcar’s key to success is a unique customer experience.
The brand places a special emphasis on personalizing their customer’s experience. To do so, it provides you an extensive network of offices, mainly located at airports in 16 different countries. Also, there is a multilingual customer service line available during extended business hours (Monday through Sunday from 7am to 1am), 24/7 roadside assistance in every country and a special support line for their Click’n Go service. Goldcar also offers you a back office service available from Monday through Sunday from 9am to 9pm and different contact channels such as WhatsApp, a chat and Social Networks.
In line with the personalization aspect, the array of vehicles and services that the Goldcar, Long Haul and Corporation brands adapt to meet your needs should be definitely highlighted.
This company also offers you a responsive web and a new app that allows you to easily and quickly book your reservation.
Goldcar analyzes their clients’ opinions by categorizing and listening to calls, taking into account NPS comments and those written in social networks in order to improve and create action plans.
Different initiatives geared towards locating progress areas stand out in the human resources department such as work environment surveys, luncheons with the CEO or development projects that include staff members from different departments.
On the other hand, for the company it is essential to convey to their providers their absolute commitment towards the customers. To do so, quality contractual indicators are established such as SLA call centers, satisfaction surveys, audits and NPS measurements. Providers with proven quality on customer service management are chosen to carry out such tasks.
Customer service management is key for Goldcar so there is a yearly increase on the budget that’s dedicated to this area.