Our Work

Upon researching the self-referral persona and noticing a growing trend around real-time messaging applications, Site-Seeker helped Tully Hill deploy LiveChat on all pages site-wide. We helped program an automated entry-point question as well as a low-barrier gated form before chat start. The LiveChat was specifically implemented to make it easier for self-referrals to contact Tully Hill staff in a less anxiety-based environment. Tully Hill coordinated a three-person customer service team that would rotate and manage the requests.

Results

In the two years following the deployment, there were more than 12,000 chats held – 500 per month. 60% of admissions came from the website with 2/3 of those having been influenced by LiveChat. In one three-month period, of the 1,748 LiveChat conversations, 71 of those patients were admitted, equating to an impressive 4.1% increase rate in admissions.