Christian Marcello, CEO of HealthPoint Connect, an AI-based live chat provider, believes that this innovative approach fosters trust and loyalty between prospects and the community. “By leveraging conversational AI technology with human support, providers can ensure that every voice call is handled with precision, empathy and efficiency. In the crowded space of assisted living, making sure that prospective and current residents feel heard, informed and cared for is essential for building and maintaining strong relationships.”
What should senior care providers look for in a chat platform?
These real-time communication channels provide convenience, accessibility, and personalized assistance, streamlining the inquiry and decision-making process. However, with a plethora of online chat solutions available, selecting the best one for your senior living website can be overwhelming. Here are some tips to help you make the right choice:
Prioritize Ease of Use and Accessibility
When selecting an online chat solution for your senior living website, prioritize ease of use and accessibility for both staff and visitors. Look for intuitive interfaces and user-friendly features that make it easy for staff members to manage incoming chats and respond promptly to inquiries. Similarly, ensure that the chat interface is accessible to older adults with varying levels of technological proficiency, with clear instructions and minimal barriers to entry.
An important consideration is utilizing a service that has round-the-clock availability. 24/7 chat support is crucial to ensure that no potential prospects are missed after hours. Real-time engagement goes a long way in building trust with potential residents.
Another important feature is multilingual capability. Responding to visitors with diverse backgrounds can expand a community’s reach and make an impressive first impression.
Consider Integration with Existing Systems
Integration capabilities are essential when choosing an online chat platform for your senior living website. Look for solutions that seamlessly integrate with your existing customer relationship management (CRM) system, patient management apps or lead management software. This integration allows for efficient tracking and management of chat conversations, ensuring that no inquiry falls through the cracks. Systems that include lead nurturing capabilities should allow seamless follow-up to increase conversions.
A key capability to look for is tour and appointment scheduling. Converting web visitors into physical visitors is a critical step in making the sale. Systems that can set appointments and handle follow-ups and confirmations right through the date of the appointment can alleviate some of the burden on your internal staff.
“Our particular technology allows us to collect data from visitors as they progress through your website. We can engage as deeply as a customer would like before setting an appointment or directing a visitor to a contact in the organization,” states Marcello.
Emphasize Security and Compliance
In the senior living industry, where privacy and data security are paramount, it's crucial to choose an online chat solution that prioritizes security and compliance with relevant regulations, such as HIPAA (Health Insurance Portability and Accountability Act). Ensure that the chat platform offers robust security features, such as end-to-end encryption and data encryption at rest, to protect sensitive information shared during chat conversations.
Seek Customization and Branding Options
Your senior living community has its own unique brand identity and messaging, and your online chat platform should reflect that. Look for solutions that offer customization options, allowing you to tailor the chat interface to align with your brand colors, logo, and messaging. Additionally, seek out platforms that offer customizable chat features and automated responses, enabling you to provide personalized assistance and information to visitors 24/7.
Look for chats that can be customized with deep knowledge about your business. The chat should function as an extension of your business, providing a wealth of information to searching consumers. The human support behind the chat should be educated, professional and empathetic to the specific needs of the senior care market.
Evaluate Customer Support and Training
When implementing a new online chat solution, comprehensive customer support and training are essential for ensuring a smooth transition and optimal use of the platform. Choose a vendor that offers robust customer support services, including training sessions for staff members and ongoing technical assistance. Additionally, look for online chat solutions with extensive knowledge bases, tutorials, and resources to empower staff members to maximize the platform's capabilities.
Test and Assess Performance
Before finalizing your decision, thoroughly test the performance and functionality of potential online chat solutions. Conduct trial runs with different platforms to evaluate their responsiveness, reliability, and ease of use. Pay attention to metrics such as response time, chat volume, and user satisfaction ratings to assess each platform's effectiveness in meeting your senior living community's needs and objectives.
Marcello emphasizes timely response and intelligent responses to user inquiries. “Let’s face it, having a website without a chat function would be like having a car in 2024 with manual windows. Viewers are hungry for information and they want quick engagement when they’re looking for answers. We ensure that our clients are providing that with every potential lead that visits their site.”
By prioritizing some key criteria and thoroughly evaluating potential solutions for your chat, you can select an online platform that enhances communication, engagement, and satisfaction for both staff and visitors. Through seamless and personalized online interactions, your senior living community can better serve prospective residents and their families, ultimately leading to increased inquiries, conversions, and resident satisfaction.
