How Providers Are Using ‘Live Chat’ to Drive Senior Living Leads
Senior Housing News, Tim Mullaney, February 18, 2015 -
Senior Housing News featured Silverado for their award-winning chat service.
"Silverado Care was a live chat pioneer in the senior housing space, first implementing the tool five years ago. At that time, leaders at the California-based memory care, hospice and home care provider began to think about what potential residents and their family members might be doing late at night, when their worries might be especially troubling. The answer clearly was that they would seek help on the Internet, says Randy Platt, Silverado senior vice president of operations.
This picture of a troubled family member seeking answers informed Silverado’s idea of what live chat engagement should entail. Not only would live chat be available outside normal business hours, but the person answering the live chat call would need to be able to allay fears and proceed with a light touch from a sales perspective, Platt tells Senior Housing News.
Part of that light touch means respecting that someone using live chat might want to remain anonymous, adds Buffy Moelke, Silverado’s lead chat representative...
For Silverado, live chat offers another platform for furthering its mission to extend support to anyone in need, regardless of whether it makes sense from a strict dollars-and-cents perspective. Moelke describes recently helping a woman get in touch with a senior care placement service. Even if the woman does not end up choosing a Silverado community for her mother, being able to render this help still is a benefit to having live chat, Moelke says."
Read the full article here.