Looking at the amount of queries we receive here on the blog, and the feedback we get from our front line teams, it’s quite clear that renting a car generates a large number of questions on a variety of topics, ranging from the type of child seat available to fuel options and damage policy.
Our challenge at Avis is to answer all those questions as clearly, quickly and efficiently as possible. This is why we’ve recently launched a new interactive web FAQ section on our website, which you can find at www.avis.co.uk/CustomerService .
The new section uses a keyword based system to help customers search through a large archive of frequently asked questions. It then provides answers based on relevancy and knowledge built by analysing other customers’ searches.
It also offers suggestions on related topics that other customers searching for similar keywords have found useful.
Customers are also able to rate how helpful they found the answers and send us comments about it, and this will allow us to work on those topics where we fell short of your expectations.
The contact section of the website has changed too; you can now ask questions and even log your complaints/queries directly online. All you have to do is write your question, tell us which topic you are contacting us about and your message will be automatically delivered to the right department.
If you have used the new system or want to give it a go, we would love to know what you think.