ARE YOU MISSING CHATS?
You may be losing clients. Hire an overflow or full-time outsourced live chat agent
for your addiction treatment center for just $5/chat
ARE YOU MISSING CHATS?
You may be losing clients. Hire an overflow or full-time outsourced live chat agent for your addiction treatment center for just $5/chat
We Know Addiction
We Know Addiction
We have worked with addiction treatment centers for the past 7 years from marketing & call centers to software implementations – including live chat setup & reporting.
We Help Patients
We Help Patients
We have the training and experience to manage your live chats professionally, with the end goal of helping the patient. You will only speak to qualified people on the phone, we'll handle the rest.
Everyone Gets Help
Everyone Gets Help
Whether they have insurance or the ability to self-pay, or if we need to assist them in understanding how to find free or low-cost treatment – we will make sure the visitors of your website receive the help they need.
How does it work?
When Your Agents Aren’t Online, Ours Will be There - 24/7.
We answer your chats in one of the following ways:
- EXAMPLE 1 – We act as an overflow for your existing chat agents and hang out in the background when your agents aren’t online, or aren't answering the chats (due to being on a call maybe!) If your live chat or call center agents don't answer in X seconds (15 seconds, for example), it can transfer to our team to answer. Or if they go offline, we'll be there.
- EXAMPLE 2 – We are available during your after hours only. This can also be combined with EXAMPLE 1, where we also act as over-flow agents.
- EXAMPLE 3 – We handle 100% of the chats on your website 24/7.
Typical Chat Outcomes:
- If the person is qualified for your center, we then pass them onto your admissions team to call. Or set a good time for you to call them.
- If it is someone looking for an existing client at your facility, we can guide them to call the facility directly.
- If it is an unqualified person chatting (no insurance and no ability to self-pay), we can give them the appropriate resources to get the help they need.
*We can also install live chat only on pages that drive in new clients, this way it optimizes the chat and lowers your overall communication costs.
How does it work?
When Your Agents Aren’t Online, Ours Will be There - 24/7.
We answer your chats in one of the following ways:
- EXAMPLE 1 – We act as an overflow for your existing chat agents and hang out in the background when your agents aren’t online, or aren't answering the chats (due to being on a call maybe!) If your live chat or call center agents don't answer in X seconds (15 seconds, for example), it can transfer to our team to answer. Or if they go offline, we'll be there.
- EXAMPLE 2 – We are available during your after hours only. This can also be combined with EXAMPLE 1, where we also act as over-flow agents.
- EXAMPLE 3 – We handle 100% of the chats on your website 24/7.
Typical Chat Outcomes:
- If the person is qualified for your center, we then pass them onto your admissions team to call. Or set a good time for you to call them.
- If it is someone looking for an existing client at your facility, we can guide them to call the facility directly.
- If it is an unqualified person chatting (no insurance and no ability to self-pay), we can give them the appropriate resources to get the help they need.
*We can also install live chat only on pages that drive in new clients, this way it optimizes the chat and lowers your overall communication costs.
Did you know?
- Just with the clients and accounts we've worked with over the years, most centers don't even track their missed chat rate to know what it is! Then, once we start tracking it, we find that centers are missing 10-30% of their live chats (some more!).
- With websites that never added Live Chat to their website, we tend to positively increase in the total number of people that contact the business compared to if they didn't have a live chat.
- Some of the people who typically would call into your center, will now do a live chat. This alleviates pressure on the phones which in turns lowers missed calls, and allows your call center agents more time to focus on qualified potential patients.
- And we'll track all the above metrics with your live chat – all included in the price.
Did you know?
- Just with the clients and accounts we've worked with over the years, most centers don't even track their missed chat rate to know what it is! Then, once we start tracking it, we find that centers are missing 10-30% of their live chats (some more!).
- With websites that never added Live Chat to their website, we tend to positively increase in the total number of people that contact the business compared to if they didn't have a live chat.
- Some of the people who typically would call into your center, will now do a live chat. This alleviates pressure on the phones which in turns lowers missed calls, and allows your call center agents more time to focus on qualified potential patients.
- And we'll track all the above metrics with your live chat – all included in the price.
You will only be paying for new chatters, that actively engage with the chat.
No cost for repeat chatters.
No cost for chatters who don't respond after their first message to us.
| Price per chat | $5 |
|---|---|
| Repeat chatters | $0 |
You will only be paying for new chatters, that actively engage with the chat.
| Price per chat | $5 |
|---|---|
| Repeat chatters | $0 |
No cost for repeat chatters.
No cost for chatters who don't respond after their first message to us.
How can an Outsourced Live Chat Agent help you
connect with new patients for your treatment center?
How can an Outsourced Live Chat Agent help you connect with new patients for your treatment center?
We take care of your website visitors and potential patients at any hour!
- We can assist during non-working hours or when your team is busy, so your admissions team has more time to work with qualified patients.
Make your patients feel comfortable
- People who struggle with substance abuse or mental health issues, sometimes feel more comfortable reaching out via text or chat before making a phone call.
We know how to help your patients
- We know addiction treatment centers, and our agents know how to work with your website visitors.
- Qualifying for Insurance.
- Asking for Self-pay.
- Giving proper guidance if no resources are available.
We take care of your website visitors and potential patients at any hour!
- We can assist during non-working hours or when your team is busy, so your admissions team has more time to work with qualified patients.
Make your patients feel comfortable
- People who struggle with substance abuse or mental health issues, sometimes feel more comfortable reaching out via text or chat before making a phone call.
We know how to help your patients
- We know addiction treatment centers, and our agents know how to work with your website visitors.
- Qualifying for Insurance.
- Asking for Self-pay.
- Giving proper guidance if no resources are available.
Our Experience
Our Experience
- 7+ years working with addiction treatment centers – in Marketing, Call Centers, and IT.
- Full development and marketing company.
- Experience in building out & managing call centers & live chat teams.
We have live chat agents ready to help
you outsource the live chat for your website!
- Our team of full-time chat agents are dedicated to your center.
- We pay for the staff, training, and quality assurance.
- We have Standard Operating Procedures that can adapt to your center.
Test out our chat
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We have live chat agents ready to help you outsource the live chat for your website!
- Our team of full-time chat agents are dedicated to your center.
- We pay for the staff, training, and quality assurance.
- We have Standard Operating Procedures that can adapt to your center.
Test out our chat
CRM Integration & Reporting
- We will add the chat history to your CRM, so you can provide a proper follow up - Salesforce, Pipedrive, KipuCRM, and more.
- We will create the below reports or integrate them into your current reporting:
- Missed Chats Total & Percentage
- Total Chats to Qualified Chat Rate
- Chat to VOB Rate (including a Qualified VOB Rate)
- Chat to Admit Rate
- Unqualified Chat Rate (including unqualified reasons)
- Number of Self-Pay Clients from Chats
- Top & Bottom Performing Pages on the Website
Yes, I'd like to talk about outsourcing our live chat.
Frequently Asked Questions
Why not just hire a chat agent in my center?
Outsourcing is more affordable than hiring your own live chat agents. Besides, the average chat time last on average 5-7 minutes. That means that if your website receives 5 messages per hour, someone will have to spend 50 minutes per hour to chat, answer their questions, and qualify them. All while trying to answer the phone as well. Very difficult to do both. We know. Which is why our agents are dedicated to just chat.
So, wouldn't it be much better to assign this task to someone who knows the best practices with chat support for addiction treatment centers?
How can the live chat agent know the answers to all questions regarding my addiction treatment center?
We will provide you with a list of questions about your business and services, and then through a Q&A discovery session, we learn about the common questions from new and existing clients. If you have any documentation that can be shared with us, we can include this in our training of the chat agents. And we will continue to train our agents on new questions that come up, that way we can always give a quick answer.
We will also create a library of the most common questions and answers you get on your website, which our chat agents as well as your call center agents can use.
We also aren't shy about picking up the phone and calling the center to ask a question while the person is still on chat. Whatever it takes for a smooth chat experience.
If I do not already have a chat installed on my website, will you set one up on my website, or would I have to hire someone to do it?
We have you covered, we will happily do it, at no additional cost. You will also have full visibility into our chat widget to see historical chats.
Do you have any contracts?
We offer month to month service agreements. Cancel anytime.
Do you integrate with CRMs?
Yes, the entire chat transcript can be pushed into your CRM automatically, along with their contact information. For example, we can push to Salesforce, Microsoft Dynamics Cloud, HubSpot, Pipedrive, and many more.
How do you handle reporting?
There will be automated reporting, where you will see reports showing agent performance and conversion rates. We will also track the impact on Admissions that live chat is having. Full ROI tracking.
Are there any up front costs?
No, the set up is free. The set up takes 2-4 days for agent training about your facility, systems integrations, and live chat user setup. After this, we will invoice you at the end of the first week for the billable chats completed that week. There are no setup costs or ongoing costs other than the billable live chats.
