Senior Helpers Case Study

About

Founded in 2002, Senior Helpers a preeminent provider of in-home senior care services with more than a two-decade history, has continually expanded its operations, establishing a presence with more than 345 franchises worldwide. This extensive network of branches enables Senior Helpers to effectively serve communities, offering accessible and high-quality care to seniors and their families.

With a team of dedicated caregivers numbering in the thousands, Senior Helpers is committed to enhancing the lives of the elderly by providing personalized and compassionate care tailored to their unique needs and preferences.

Senior Helpers has earned recognition and accolades for its exceptional contributions to the senior care industry. Their commitment to providing exceptional service and support has garnered trust and confidence from families across the nation, solidifying their reputation as a reliable and compassionate care provider. Some notable awards and achievements include: Franchise Business Review’s Top Franchises for Senior Care, Entrepreneur Magazine’s Franchise 500, Inc. 5000 list of the fastest-growingprivate companies in America, Best of Home Care Provider of Choice Award from Home Care Pulse, and by FORTUNE Magazine as one of the 2023 BestPlaces to Work in the nation in the AgingServices category.

Challenges

While spending millions of dollars systemwide on marketing efforts such as SEO, PPC, blogs, and content to drive traffic to hundreds of franchisee websites, a mechanism for engagement seemed to be lacking. In search of a high-quality human approach, SeniorHelpers decided to initiate a pilot with AidQuest’s Human Powered Live Chat solution. The 24/7 availability of human agents trained in home care conversations provided a new channel for thousands of site visitors to have meaningful conversations about their care needs and career opportunities with Senior Helpers.

Solution

The addition of a custom human live chat widget for each franchisee has allowed AidQuest’s chat agents to have detailed and meaningful conversations with all website visitors, regardless of their needs. Potential caregiver applicants are screened for their availability to work in specific areas, licensure requirements, and ability to drive, and potential clients are screened for territory coverage, payment options, and ADL requirements. These quality conversations with potential clients and caregiver applicants have led to impressive results.

Results

Within the first 12 months of utilizing AidQuest live chat, the network has received 7,436 client leads, 14,245 caregiver leads. The revenue from AidQuest client leads is estimated to be close to $4 million, and the caregiver leads have turned into more than 600 new hires.