Amplifying Visibility: From Text, To Photo, to Video
If a picture is worth a thousand words, what is video worth?
In many situations a video may be priceless – providing greater clarity. Video Chat brings expanded agility to CCC® Quick Chat, which already spans mobile experiences throughout the customer journey to provide best-in-class, enterprise-wide texting capabilities from pre-FNOL assistance to claim resolutions. The fact that texting is the #1 preferred communication method for customer support is well established. And now, Video Chat can add ease and clarity to more interactions.
Day after day, circumstances arise where better visuals improve understanding. Many can likely relate to a scenario where a DIY home project encountered roadblocks when only a few vague instructions were available as a guide. Or, an insurance carrier may remember a time when a written description could have used additional clarification. If either of these were accompanied by explicit photos, they could provide a clearer view of the job at hand and a sense of what tools would be needed to accomplish the task.
That’s not so different from what an insurance carrier needs to know: What type of accident was it? How difficult will it be to handle? And what steps lie ahead to get this customer back on the road?
In both situations, the added visual context can offer a more thorough understanding. No guesswork. No assumptions. Just a new perspective, clear as day.
Launched directly from the chat conversation, Video Chat shares live video feed from a policyholder’s phone so distinct images can be captured throughout the session. According to CCC research, 87% of insurance customers are initiating a chat or text conversation with an insurer immediately post-accident or soon after. With the option to work through a live video session, and even enable the device microphone to hold a two way conversation with an agent, it becomes quick and simple to ensure the right details are shared, at the earliest point possible.
According to our same research, 75% of consumers like the idea of using video chat to navigate the claim process, so it’s not difficult to envision the positive impact on productivity. For example, CCC® Quick Estimate uses Quick Chat to engage with customers in real-time via text. Now with the tap of a button, Video Chat lets an agent ask to see new viewpoints of the damage, making each interaction more informative. This expanded feature enhances collaboration, especially when facing the more complicated cases.
The innovation doesn’t stop there. Insurers can also share imagery with repair facilities, allowing them advanced knowledge before the vehicle even arrives. In fact, Quick Chat with its Video Chat capabilities can be engaged at any time throughout the customer experience platform, instantly.
Advanced technology and dynamic communications go a long way towards accelerating resolutions for policyholders, with fewer touchpoints. The customer expectation is there to create simplicity and personalization at every turn. Now is the time to take another digital step forward, especially one that is also easy to implement and contributes to process efficiency.
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