How Providers Are Using ‘Live Chat’ to Drive Senior Living Leads
Another crucial decision to consider in the planning stage is whether to staff the live chat with in-house employees or contract with an outside service. Both approaches have paid off for senior housing providers.
Belmont Village Senior Living opted to go the third-party route. The Texas-based provider of independent and assisted living and memory care worked with consultants at Senior Living Smart and live chat company Site Staff to launch a pilot last fall.
Working with a contractor can help save money and resources, but a senior living provider needs to be very selective in who to work with, emphasizes Jeff DeBevec, senior vice president of communications.
An important component is the training of the individuals who will be doing the chat,” DeBevec tells SHN. “Train them in both the general communications regarding senior living and senior care but also in the specific provisions a company might have to differentiate and delineate the care services.”
Belmont Village carefully crafted a “knowledge set” for the chat operators to use, he explains. This enables them to provide specific details that someone might request via live chat, but also ensures that they don’t share or ask for inappropriate information. Having such boundaries is essential in a health care environment where privacy must be respected, DeBevec says.