LiveChat Deployment

Tully Hill

Background

Tully Hill provides care to people with substance use disorders and their families to achieve and maintain sobriety through holistic approaches with an emphasis on education, coping methods, and living skills.

Problem

Tully Hill was only operating at 70% capacity during any given month, which translated to major operating losses. At that time, the organization was also seeing fewer hospital referrals and an increase in self-referrals. These two personas are very different in their needs and how they interact with Tully Hill staff. The website needed to play a larger role in catering to the growing audience of end-users.

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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% “buy rate.”

Tully Hill