Tuesday, 20 October 2020 20:20

CCC Connects Insurers, Policyholders Through Two-Way, Real-Time Texting


CCC Information Services Inc. announced the expansion of its digital customer experience offering to include two-way, real-time text capabilities.

Available now, CCC® Quick Chat provides dynamic two-way texting to make it easy for insurers to engage with policyholders throughout the customer journey---from policy to claims and across all lines of business.


In addition to offering enterprise capabilities, Quick Chat deeply integrates with CCC's proven mobile and AI-powered claims solutions, enabling real-time text conversations across each phase of a claim, speeding the process while meeting the demands of today's mobile-first consumer.


Quick Chat is generally available for any insurer seeking enterprise texting capabilities and can be easily turned on for the nearly 100 insurers already live with CCC's digital customer experience tools.


Market research shows texting is the preferred communication method for customer support. Data from CCC supports the positive impact digital communications has on the consumer experience.


Collision repairers that use CCC's existing digital capabilities to communicate with consumers report increases in customer satisfaction scores. CCC supports more than 50 million digital interactions between shops and consumers annually.


"Texting is ubiquitous in our personal and business lives," said Jason Verlen, senior vice president, CCC. "As consumer interactions with insurers continue to transition online and in apps, the ability to engage digitally, and in real-time, has become essential. Providing access to our proven mobile and AI solutions via two-way texting gives insurers a platform from which they can deliver a cohesive, personalized experience to policyholders. We're excited to support insurers in the next step of their digital transformation."  


CCC Quick Chat supports two-way communications across the insurance enterprise, including coverage questions, claims servicing and status, and proactive notifications distributed to groups of policyholders.

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