Case Study Overview
How LiveChat Drove a 4.1% Admission Rate by Reducing User Anxiety
For individuals seeking help with substance use disorders, the anxiety of making that first phone call can be a major barrier. A leading care provider faced this challenge head-on as their audience shifted toward more sensitive self-referrals who needed a safer way to connect. This case study details how the strategic deployment of a live chat tool created an accessible first step and became a primary driver of new patient admissions.
- Healthcare, Live Chat
- Digital Marketing, SEO/Site Optimization
The Challenge
A Critical Shift in the Patient Journey
The care provider was facing a significant business challenge: their facility was consistently operating below capacity. Compounding this issue was a fundamental shift in their referral sources. Traditional hospital referrals were declining, while self-referrals—individuals or family members reaching out directly for help—were increasing.
These two personas have vastly different needs. A hospital referral is clinical, while a self-referral is deeply personal and often fraught with anxiety and uncertainty. The provider’s website was not equipped to cater to the sensitive, immediate needs of this growing audience, and they needed a way to make that first, difficult step of reaching out as easy as possible.
The Big Idea
Make the First Step to Sobriety Feel Safe
Our guiding philosophy was to use technology to create a judgment-free digital environment. By offering an anonymous, real-time communication channel, we transformed the website from a passive source of information into an active, empathetic listener. This made the difficult first step of asking for help feel less intimidating and more accessible, directly addressing the core emotional needs of the self-referral audience.
The Results
A Surge in Admissions Driven by Digital Empathy
The deployment of LiveChat had a profound and immediate impact on the provider’s admission rates.
Increased Outreach
Over a two-year period, the platform facilitated more than 12,000 chats, averaging 500 per month.
Online Conversations
The website became the primary source of new patients, with 60% of all admissions originating online and two-thirds of those being directly influenced by a live chat conversation.
Increased Admission
In a single three-month period, 1,748 live chat conversations resulted in 71 patient admissions, equating to an impressive 4.1% conversion rate from chat to admission.
B2C Lead Generation & Conversion Rate Optimization for a Healthcare Provider.
This was just one example of how Site-Seeker helps clients meet (and exceed) their business goals. Through a thoughtful mix of strategy, creativity, and data-driven decisions, we deliver results that make an impact. Let’s explore how we can help move your marketing forward.
Our Insights & Strategy
Creating a Safe Space for Conversation
Site-Seeker recognized that the key to engaging self-referrals was to lower the emotional barrier to entry. We proposed a solution that prioritized empathy and accessibility, directly addressing the user’s anxiety.
Anxiety is the Biggest Conversion Killer
Our core insight was that for someone seeking help with a substance use disorder, a phone call can be an incredibly intimidating first step. The strategy was to provide a less direct, text-based communication channel that felt safer, more private, and less confrontational than a voice call.
Meet Users in Their Moment of Need
We knew that a person researching care options needs immediate answers. Our strategy was to implement a real-time messaging tool that could provide instant connection and support, capturing the user’s intent at its peak.
Balance Accessibility with Qualification
To ensure the care provider’s team could manage inquiries effectively, the strategy was to implement a low-barrier form. This would gather essential information without feeling intrusive, allowing the team to triage conversations efficiently.
Execution
Deploying Live Chat
Site-Seeker implemented a live chat solution designed for maximum impact and ease of use.
Site-Wide Deployment
We deployed a live chat widget on every page of the website, ensuring that no matter where a user was in their research journey, a direct line to help was always visible and accessible.
Low-Barrier Gated Form
Before a chat could begin, we implemented a simple form to capture essential contact information. This was designed to be quick and non-intrusive, respecting the user’s privacy while providing the staff with the necessary context.
Empathetic Automation
We programmed a gentle, automated entry-point question to initiate the conversation in a non-aggressive way, making it easy for the user to engage.
Internal Team Coordination
We worked with the care provider to help them coordinate a three-person customer service team to rotate shifts and manage all incoming chat requests, ensuring timely and professional responses.
This powerful combination of radically lower costs and exponentially higher lead volume provided the undeniable proof of ROI the client required, establishing paid advertising as a core pillar of their growth strategy.
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