FAQs

A frequently asked questions (FAQ) page is an essential component in your customer acquisition strategy to help potential customers understand the benefits of car subscription, as well as your terms and conditions.

This page should be built on your website so that any visitors can easily answer their queries and continue with their subscription booking.

A FAQ page is also useful for your active subscribers should they encounter a query during their subscription such as how to pay for tolls and need to resolve immediately without having to reach out to your customer support team.

Topics to cover

Ideally, your FAQ page should cover all the necessary touch points across the entire subscription process - from visitors learning about car subscription for the first time to subscribers returning their vehicles; and everything in between.

If you are just starting out your car subscription service, there may be a chance that you may find it difficult to cover everything on the first go of building your FAQs page. In such case, we recommend that as new customer enquiries are addressed by your team that you proactively update your FAQs page.

To help you get your page started, here are some topics you should look to include in your FAQs page.

What is car subscription

This section should look to explain the benefits of car subscription and how it works. This can include comparisons of car subscription and other alternatives such as long term car rental or rent-to-own.

Examples: 

• What is car subscription?
• How is car subscription different to car leasing?

Application process

This section should focus on any queries regarding the application process, including credit checks, identity assessments and eligibility.

Examples: 

• What do I need to subscribe? 
• Am I eligible for car subscription?

Payments and charges

This is one of the most important sections as customers value transparency in pricing and seek to understand a breakdown of what they will pay for. Questions around payments and charges can include refundable deposits, missing payments and any other fees.

Examples: 

• Are there any ongoing membership fees? 
• What are the different subscription plan prices?

Driving on subscription

This section should aim to consider any enquiries that may come up from active subscribers - including add ons, fuel, accidents, toll use.

Electric vehicle specific questions

While interest in electric vehicle subscriptions has increased significantly in recent times, many potential electric vehicle subscribers can still be hesitant given the unfamiliarity to driving an electric vehicle. These questions mostly revolve around charging but can also include other relevant topics such as mileage costs.