FAQ

Once you have purchased, your account will enter the "Setup phase". Our team will work with you to get everything setup for your company, including configuring your branding and setting up your import file and unique email address to trigger automated sending via CSV. During the setup phase your billing is paused.

Watch our demonstration video to see how the product works. If you would like to trial the platform, we recommend signing up for a single depot with a small number of SMS. Our team can then dedicate time to helping get you up and running.

We were formed in 2012 and work exclusively in the vehicle rental industry, providing technology solutions for rental companies. Our customers include major brands such as Hertz, Dollar, Thrifty, Avis, Budget, National and many independents worldwide.

You can choose who is notified for different types of feedback. Negative feedback is sent to your team instantly by email. You can choose whether this feedback goes to the depot they rented from, a central customer service email or a customer support system.

SMS is critical to get the right feedback at the right time. SMS open rate is around 98%, while email is close to 20%. SMS is also read more quickly, critical when reaching customers who are travelling.

Messages can be sent manually or automatically. If you want to send them automatically, you just need to setup your reservation or reporting software to send us an automated report of completed bookings (this could be hourly, daily, weekly or as they are closed). If sending manually you can choose when to send us a CSV file of completed bookings.

By default, we send all reviews out using our secure https://rentalreviews.co domain. If you would like to use your own domain to send messages, contact support@carcloud.com for white-label options.

We first ask people a standard NPS style question to determine how happy (and how likely to recommend you) they are. Based on their response, we then either dive deep into identifying specific issues (e.g. vehicle or charges) or requesting a public review.

We ask a standard set of questions that we know work for renters and car rental companies - but contact support@carcloud.com if you have specific needs.

Once you have completed purchase, you will be get access to online forms where you can choose your logo, colors and font. We are there to support you, so if you're not a designer you also have the option to enter your website URL and we can configure branding for you based on the look and feel on your website.

To send messages to renters, we need to know their mobile number and key details about their rental (reservation number, date, location). We use the same information to provide you with contextual information on feedback and drive the Reviews workflow. For info on file format, see question below.

Once your account is fully configured, you will be assigned a unique email address and we will help you setup your import (CSV) file. To send messages, you just need to email a CSV file to the unique email address we create for you. You can do this manually or create an automated report from your reservation software that does this for you.

Contact support@carcloud.com and the team will help you make these changes.

In certain countries, you can send messages with a text-based "Sender ID". If you are an existing customer and would like to learn more about this, contact support@carcloud.com.

Contact support@carcloud.com and the team will help you make these changes.

SMS send costs vary depending on the country they are sent to. By default, we will not send SMS to countries that are more expensive than the base country plan you have chosen. If you would like to send messages to renters in a wide range of countries, we recommend you sign up for a Vonage/Nexmo account. This will allow you to send SMS internationally at cheap rates and we just charge a small processing fee. Contact support@carcloud.com for assistance with this.

Zapier can give you even greater control over how your messages are sent. If you would like to send using Zapier, contact support@carcloud.com for assistance.

If you find that you are not using the full send credit for your subscription, contact support and we can help you change your subscription.

Contact support@carcloud.com and the team will help you make these changes.

You can cancel at any time by contacting support@carcloud.com.