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Live Chat: What It Is and Why It’s Important to Your Senior Living Brand

By December 17, 2019No Comments

Technology has revolutionized almost every aspect of the business world. Where would we be without computers, smartphones, the internet, or email? And those are just the basics. But as technology has evolved, so have we. It’s no longer about the cool factor. New technologies must help our brands become more efficient and bring us closer to our customers to be worth the time and investment. Live chat is such a technology. Here’s how it can help your senior living brand grow.

What is Live Chat?

Live chat is a technology that enables you to interact with your prospects or customers in real-time when they visit your website. Live chat code is inserted in the pages of your site in which you want the technology to appear, and the option to chat simply pops up when those pages are visited. 

All that your website visitors have to do to initiate a session is to type a message in the chat window. The messages are text-based, typically without audio or video, and are transmitted back and forth within the chat window.

Live chat may come with a variety of features, including typing indicators, chat history, and read receipts along with integration into CRM systems, and/or other third-party software that can help you analyze data, or perhaps route visitors to the most appropriate department. 

The technology can be implemented through in-house commercial software products, APIs or SaaS providers.

The Benefits of Live Chat

The top benefit of live chat? Happier customers! A study by Zendesk found that 92% of customers feel satisfied when they use live chat, compared to other communication options such as voice (88%), email (85), web form (85%), and social media (Facebook 84%, Twitter 77%).

The technology can be beneficial earlier on as well by helping you to engage your prospects at a critical point in their journey; when they’re first learning the benefits of your senior living communities! These interactions can further them along your sales funnel towards occupancy. 

In fact, a Forrester report revealed that nearly 50% of consumers say having a live person answer their questions during a purchase decision is one of the most important features a brand can offer. Double-bonus, it also allows you the opportunity to better qualify your prospects for more personalized follow-up.

What’s more, live chat may also offer you cost savings over traditional methods of customer support.

Live Chat for Senior Living

SiteStaff’s live chat service is ideal for senior living brands. The results speak for themselves. In just the first seven months of service, we helped one client achieve:

  • 1,058 new inquiries
  • 223 initial tours
  • 48 additional tours
  • 48 tours resulting in move-in

Download the entire case study today to learn more about SiteStaff live chat for senior living!



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