How to Communicate With Care-seekers Over Email/Text Message

On average, 25% of new care referrals made to care services come via email/enquiry form.

It is important to have good processes in place to increase your likelihood of converting these enquiries into clients. If a care-seeker has chosen to email you their enquiry, it is highly likely they have emailed your competitors at the same time.

Similarly, if a care-seeker has used a certain free-of-charge brokerage service, multiple homes will have been emailed the referral at the same time!

Meaning the number 1 rule of managing email enquiries is to be responsive.

Tips for improving response times for email referrals:

1. Set-up an automated email response

These reassure care-seekers that you have received their enquiry & that somebody will be in touch.

2. Have a dedicated resource for managing & responding to emails

During core business hours ensure that somebody is managing & responding to email enquiries. We would recommend responding within 1 hour of receiving the enquiry.

3. Ensure all email enquiries are added to your CRM system

This ensures that the enquiry is not lost in your email inbox & is managed in the same way as telephone enquiries to your service.

Why use text messages when speaking with care-seekers:

You may be wondering what place text messages have in managing referrals, here are just a few reasons why you should consider using them for communicating with care-seekers.

1. Instant brand reinforcement

Research has shown that the average person picks up their phone 58 times a day. Therefore, a branded text message will put your service into the forefront of the care-seeker’s mind.

2. Reminders

Given how frequently people look at their phones, text messages are a really useful tool for reminding care-seekers about upcoming visits/appointments. Reminding people of scheduled appointments helps to reduce ‘no shows’, saving your team valuable time.

Key rules for communicating over text message:

1. Keep it professional

Use a text messaging service which allows you to send branded text messages so there's no mistaking your message for spam. Also, make sure your message follows any brand guidelines you have for communicating with care-seekers.

2. Keep it short

Limit yourself to 3 sentences, people are unlikely to read or respond to anything more than this.

3. Have a clear call to action

What’s the purpose of your message? If you want the care-seeker to call you back then make sure you say this & provide them with the best telephone number to reach you on.

For further insights, or to find out more about our data and what we do, please contact hello@trustedcare.co.uk.