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HomeAway Insights - News from the Birdhouse
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On February 4, we launch weekend phone support across our three U.S. vacation rental brands: HomeAway.com, VRBO.com and VacationRentals.com.  Property owners, professional managers and travelers will now be able to call Customer Support between the hours of 7 a.m.-7 p.m. CST, seven days per week, making it more convenient for customers to contact us to get the help they need.

 

The addition of weekend phone support across all US brands is the next step in our increasing efforts to serve our customers. In the winter of 2010, we launched VRBO.com phone support, and followed it up with VacationRentals.com phone support in the spring of 2011.  Late last year we also redesigned our U.S. Help Portal to make it easier for customers to get online support.  Community from HomeAway and a new customer feedback mechanism on our global sites also offer customers the opportunity to share their opinions on our products and services.
 

 

Please continue to provide us feedback on ways we can best serve you!
 

 

Jeffrey Mosler  

Vice President of Global Customer Experience

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Welcome to HomeAway Insights

Posted by jeff.mosler Mar 28, 2011

Hello,

 

It’s my pleasure to welcome you to our official  HomeAway Insights blog, your window into HomeAway’s  products, policies and processes, spanning our global brands including  VRBO.com, HomeAway.com, Homelidays.com, Holiday-Rentals.co.uk and many  others.

 

We have heard directly from you that one of our current opportunities to enhance customer experience is to improve our communication pertaining to important product, policy and process decisions.  Through our existing support and marketing channels, HomeAway mostly communicates the “what,” “how” and “when” of key launches and product decisions.  We will now use HomeAway Insights to help explain the “why.” For example, some customers are interested in why we feel traveler reviews needs to be a standard offering for the vacation rental category. Others may be interested in new product features. Members of the HomeAway team will share our philosophy on these types of topics using this new communication channel. 

 

As Vice President of HomeAway’s Global Customer Experience team, I have the unique opportunity of seeing first-hand how our products and services are being adopted, and I continuously get to hear and read about the good (and the not so good) stuff experienced by our customers around the world.  My team, and all of HomeAway, is focused on creating a world-class experience and advocating for customer needs.  We are here and we are listening to your feedback, so please keep the great ideas coming our way!

 

We look forward to continuing our dialogue and enhancing our customer experience as we advance the vacation rental industry together.

 

All the best,

 

Jeff Mosler

 

Vice President of Global Customer Experience