Let’s say you’ve got an app for phones to rent cars: Turo.com.
And let’s say your app and your website are designed fairly well, but not great. So, the car rental and return went well. And there were incidental charges that now you want your renter (me) to pay for those toll charges.
I guess with the card on file they can’t just add new charges. So I get a notification in the app that the request for $17 is ready. Shouldn’t it be easy to just say, PAY IT? Or respond to the message with one click to go to the pay this invoice page? Seems to me, that would be the optimal user journey.
However, I couldn’t find the “pay additional invoice” link in the app. I went to the website. On the website I found it, but somehow Turo had lost the authorization on my CC. But here’s the part that seems like a real disconnect to me, aside from the UX/UI problems on the site and app.
And today I get this message. 
And what could’ve been a response to this email: “Pay it” becomes impossible because
Yeah, I get the noreply email address is standard for these types of emails, but in this case, I think it would’ve been easy to make this email message actionable. CLICK HERE TO PAY. Or CLICK HERE TO AUTHORIZE THIS CARD ON THE CARDS ON FILE.
Nope, time to Contact Customer Support, the lowest common denominator. So, I get to sort through their website or app, depending on if my device is a phone or a laptop. https://help.turo.com/
Takes me to the help center portion of the Turo website. I’ve already been looking there. No, I don’t need an FAQ.
An easy solution, a better solution, might have been: 1. click here to pay this invoice, or 2. respond YES to authorize the payment on the invoice with the card on file. In our technology-driven world, making things easier for customers to do what you are asking them to do is important. I wasn’t NOT PAYING, I was not able to find the pay additional fees link on the site or the app. Why not make the email part of the solution, rather than dumping me into the help center?
Thoughts? Did I get this wrong? How might you improve the TURO customer support experience?
John McElhenney — let’s connect online
Facebook & LinkedIn & The Whole Parent
See also:
- Whatever You *Think* of Elon Musk, You Probably Think Teslas Rock
- Hacking Uber.la / How Are They Still Getting In?
- Here’s a Trick to Stump the AI Chump of ChatGPT
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