To maximise Porthaven’s online investment thereby increasing occupancy and improving online customer experience.
Background
Porthaven is a well-established and growing provider with 17 care homes located throughout England, providing residential, nursing and dementia care. Porthaven homes provide support for wide-ranging needs on a long or short-term basis. Their website plays an important part in providing information for prospective residents and their families looking for care.
As one of the top providers for care in the UK, Porthaven is always looking to adopt innovative solutions to improve their business.
Challenge
The company wanted to enhance the way they communicate with prospective residents and their families. They wanted to find a way to be more accessible to their prospects and at the same time provide outstanding, high quality, personalised support on their website in real-time.
Implementation
Chat 4 Business worked with Porthaven to understand their requirements and develop a solution customised to those requirements.
The solution included a tailored qualification process; customised paging to the Porthaven care team; and a follow up email sent at the close of every qualified sales lead.
The team at Chat 4 Business designed a chat widget, chat transcripts and follow up emails that are branded for each Porthaven care home, incorporating their logos and corporate colour scheme.
Results
Chat 4 Business’s fully managed sales chat provided a great solution for Porthaven. The chat offered the care homes a lead generation solution with an important empathetic, compassionate, and human touch. The follow up email ensures that every admission enquiry is immediately progressed.
Porthaven began using Chat 4 Business Connect back in April 2020 and in the first few hours received an enquiry that converted to an admission. Since then, the homes have received both resident and recruitment enquiries for all 17 of their care homes.
Chat 4 Business Connect is now an integral tool on the Porthaven website and adds another means of contact for prospective residents and their families who have need of immediate advice or assistance.
I would highly recommend chat 4 business to anyone looking to make the most of their online presence and deliver an amazing first impression.Tracy Lloyd, Director, Total Living Care
C4B have been instrumental in helping us turn website visitors into contacts for our database, but mainly clients for our future. Nathan Jackman-Smith, Director, Jackson Property
we would highly recommend this feature [C4B Connect] to anyone who has a business website!Jason Goldstone. Director, Hanover Residential
From our experience, Chat4Business has proven to be extremely valuable to both the enquirers and ourselves as an organisation.Abhinav Saraogi, Director, Pressbeau Care Homes
In the short time we have been with them it has captured potential buyers and sellers that otherwise wouldn’t have been without it.Marcus Feinhols, Director, Fine Homes Property
C4B’s ability to transfer chats straight to agents has allowed us to have a much better relationship with these visitors, and in turn converting them to clients.James Peacock, Winkworth PLC, Head of Brand
C4B worked with us to understand our requirements, providing a chat solution that was bespoked to meet the needs of our customer.Natasha Pocock, Porthaven Care Homes, Group Sales and Marketing Manager
