CCC® Quick Chat: The Innovation Continues
To many, upgrades are exciting. A time when a daily staple gets better, more helpful, or more in tune with a consumer’s needs. From the newest cell phone to the TV with the sharpest picture to the vehicle with all the latest features and technology – it’s likely a familiar feeling to look forward to these releases, even be excited about them.
After all, each are meant to create a better experience for the user.
Upgrade anticipation isn’t only for home gadgets and personal devices. It can also extend to CCC® Quick Chat. Currently, this solution offers two-way, real-time texting capabilities that span mobile experiences throughout the customer journey.
According to CCC research, texting is the #1 preferred communication method for customer support. Via texting, insurance reps can answer policy questions quickly and help initiate the claims process. Drivers may share damage photos and PDF files, and through proactive text alerts, stay informed on claim status. This brings smarter communication to critical moments for policyholders, while also adding simplicity for insurers.
In fact, some CCC insurance customers have seen early results suggesting just under 9-minutes of savings in overall call times.
And now Quick Chat’s expanded capabilities are creating more opportunities to streamline touchpoints throughout the claims lifecycle.
For example, CCC recently introduced Video Chat. With more visual context, insurers can better understand the type of accident that occurred and the extensiveness of damage. And since CCC research also found that 75% of consumers like the idea of using video chat during the claim process, there is increased potential for more angles and perspectives to be instantly submitted to carriers.
Additionally, in the event of a catastrophe such as a hailstorm or flood, Quick Chat can be used to send a mass notification to a multitude of policyholders within a specific geographic area to offer help in filing a claim.
Once a claim is filed, CCC’s extensive network connections, including over 26,000 repair facilities, can automate insurer workflows and seamlessly incorporate critical details into a digitized estimating process. Customers can then easily search for a local repair shop and schedule a repair appointment. And through automated messaging, Quick Chat can instantly confirm the booking, and even notify when the vehicle is ready for pick up, all via text message.
This solution also unites carrier-to-shop conversations. The ability to share the location of a vehicle slated for repair or discuss a supplement in progress can all happen in a matter of minutes, helping to navigate roadblocks and aid productivity.
Continuing to take communication and convenience to the next level, soon-to-release enhancements to Quick Chat are on the horizon.
For one, CCC is planning to offer predictive text messages powered by AI to help intercept ‘quick answer’ questions from policyholders, or transfer the conversation to a representative if a more complex response is required. And for another, a future update where carrier representatives and field inspectors will be able to instantly text customers, even when working in remote locations.
Innovation doesn’t stop. CCC continues to improve, problem-solve and make tasks simpler. And now with CCC Quick Chat, these benefits can further transform an insurance carrier’s workflow and in turn, their customer’s experience.
