In the age of "vehicle as a service," car subscription businesses must prioritize the subscriber experience by providing robust self-service capabilities.
A comprehensive subscriber self-service portal empowers customers to manage their accounts, modify their subscriptions, and access critical information, such as billing and vehicle details, with ease.
This article explores the essential elements and best practices for building a self-service portal that streamlines processes, increases efficiency, and enhances customer satisfaction in the rapidly evolving car subscription market.
Account Management
Update Personal Information
Include a section for subscribers to update their personal information, such as contact details and addresses, ensuring accurate communication and service delivery.
It should be a requirement of the customer agreement that personal information remains up to date, so making this readily accessible is crucial.
Manage Additional Drivers
Allow subscribers to add or remove drivers, giving them the flexibility to share their subscription with family members or friends as needed.
This process should ensure the drivers meet the eligibility requirements for any applicable terms or insurance.
Modify Subscription Plans
Provide an option for subscribers to modify their subscription plans, tailoring their experience to changing needs and preferences.
Ideally, this workflow should encourage upsell opportunities to maximise average revenue per customer.
Change Payment Details
Create a dedicated section for subscribers to securely update their payment methods, offering clear instructions and safeguards to ensure a seamless and secure experience.
Vehicle Management
View Vehicle Details
Enable subscribers to view their current vehicle details, including:
- Make and model
- Registration number and expiry
- Maintenance history
- Mileage
As car subscription grows, customers may have several simultaneous active subscriptions so it is important this information is clearly presented for each vehicle.
Request Vehicle Swaps
Allow subscribers to request vehicle swaps and view when they are next eligible for a swap where applicable, offering a streamlined process for obtaining a different vehicle within their subscription plan.
Schedule Maintenance
Provide a user-friendly system for subscribers to schedule maintenance appointments and receive timely reminders for upcoming service needs.
For mobile apps, push notifications can be utilised as well as email to advise and remind customers of upcoming scheduled maintenance.
Report Issues or Damages
Include an option for subscribers to report issues or damages related to their vehicle, facilitating efficient resolution and minimizing potential disputes.
Billing and Invoicing
Billing & Transaction History
Incorporate a secure billing and invoicing system that allows subscribers to view their transaction history and monitor their expenses.
Subscribers should also be able to make payments manually for overdue invoices and one-time payments.
Download Invoices & Statements
Provide an option for subscribers to download invoices or receipts, making it simple for them to keep track of their financial records.
This is especially important for business customers who may require invoices or statements for their employer, or for taxation purposes.
Dispute Resolution
Include a section detailing the process for resolving billing disputes, giving subscribers a clear understanding of their rights and responsibilities.
Customer Support
Help Center
Develop a comprehensive help center with articles, FAQs, and tutorials to address common questions and concerns related to the car subscription service.
Contact Options
Offer multiple customer support channels, such as live chat, email, and phone, ensuring subscribers can easily access assistance when needed.
Resource Library
Fair Wear and Tear Policy
Provide a downloadable fair wear and tear policy, detailing the acceptable level of wear and tear for vehicles and the potential fees associated with excessive damage.
Fees and Charges Breakdown
Offer a clear breakdown of fees and charges associated with the car subscription service, ensuring transparency and helping subscribers make informed decisions.
Important Contact Numbers
List important contact numbers, such as roadside assistance and customer support, for subscribers to access quickly in case of emergencies or inquiries.
Interactive Tools
Subscription Plan Comparison
Incorporate interactive comparison tools that allow subscribers to compare different subscription plans and understand how each plan caters to their specific needs.
Cost Calculator
Develop a cost calculator that helps subscribers estimate the overall cost of their car subscription, including fees and additional services, based on their unique requirements.
Vehicle Selection
Include a vehicle selection tool that enables subscribers to browse available vehicles within their subscription plan and filter options based on criteria such as make, model, and features.
Conclusion
By incorporating these best practices and elements into your car subscription self-service portal, you'll create a platform that caters to the unique needs of your subscribers while streamlining your operations and improving customer satisfaction.
This will position your automotive business for success in the evolving car subscription market.
