Leverage the Power of Mobile Technology

The way consumers engage with senior living providers has shifted in recent years.

In today’s digital world, technology rapidly changes consumer expectations and interactions with businesses. Customers now expect quick responses, often within seconds, and if those expectations aren't met, it's easier than ever for them to move on.

The rise of e-commerce, exemplified by Amazon, demonstrates how digital convenience has transformed shopping habits. Amazon's success shows that digital is the way of the future.

The Consumer’s Digital Device of Choice

While computers are still used for shopping and social media, most consumers now prefer their smartphones. According to a 2021 Pew Research Center survey, 97% of Americans own a cell phone and 85% own a smartphone. Many spend five to six hours daily on their smartphones (excluding work use), and attachment to these devices is growing. A 2022 Gallup survey found that nearly two-thirds believe smartphones make life better, half can't imagine life without one, and 44% would feel anxious if they lost their phone for a day. Over 80% keep their phone nearby during most waking hours.

When asked about their preferred device for searching the internet, checking social media, shopping online, comparing prices, reading web content, and managing finances, the smartphone was the overwhelming choice.

Digital Mobility’s Impact on Senior Living

The senior living industry is also benefiting from digital advancements. Data from WelcomeHome Software shows that leads from digital sources have nearly doubled in the past three years, with improved move-in rates.

Meeting prospects where they are in their decision-making process and providing timely information and services is crucial for building relationships and boosting business outcomes.

Embracing mobile capabilities may require a shift in approach. Senior living communities have long known who their prospects are, but now it's important to recognize where they are. Prospects could be at work, waiting to pick up their kids, or sitting with their parents when searching for “the best senior living communities near me.”

With a phone in hand, prospects can quickly visit websites, read reviews, and view photos. If interested, they may be ready to have their questions answered. Mobile phones make the senior living search easier and more convenient, and can also streamline operations for providers who leverage their potential.

Capturing Leads with Traditional Responses

Traditionally, families searching for senior living did so from a computer, filling out forms and then waiting for a response. This delay often resulted in missed opportunities, as sales teams struggled to connect with prospects in a timely manner.

Today, digital capabilities have changed this dynamic. Centralizing digital lead intake can make a significant difference. With CRM software, prospects receive immediate, reassuring responses. For example, a family inquiring about a community can receive a direct call within minutes, creating a strong first impression.

Industry-specific software captures essential information—name, email, phone number, and reason for inquiry—and transmits it to the sales team instantly. Teams can then call or text prospects to arrange a conversation at a convenient time.

Mobile technology also benefits face-to-face meetings. Features like talk-to-text allow team members to leave notes, record discussions, and schedule follow-ups easily.

Mobility Improves Functionality

Studies show that companies can gain an extra 240 hours of productivity per year when employees use mobile devices for work. With industry-specific software, sales teams have access to:

1. 1.Lead and referrer contact information
2. 2.Single-click communication (call, text, or email)
3. 3.Adding next steps linked to the prospect or referrer
4. 4.Real-time dashboards and occupancy data
5. 5.Capability to open and share files

Smartphones benefit both companies and customers. Consumers enjoy instant access to information, making it easier to research, compare, and make informed decisions without being tied to a computer.

Businesses can provide standout customer service and simplify the buying process. Quick responses and a safe space for prospects not yet ready to speak with sales build loyalty. Digital technology also enhances brand accessibility and positions organizations as industry leaders. Employees can stay connected, work productively from anywhere, and be available when prospects are ready to engage.

Communities that leverage mobile technology respond more efficiently and market their brand effectively on the devices prospects use most. Whether through video or social media posts, the message and method can set a community apart.

Leveraging mobile power provides a valuable avenue for engagement. Not all prospects will be ready to decide immediately, but they still expect prompt information. The digital world has conditioned us to expect immediacy, and those who deliver on that promise will stay ahead.

John Lariccia is CEO and co-founder of WelcomeHome Software, an advanced customer relationship management (CRM) platform for senior housing operators. Original article featured in Seniors Housing Business.