Inquiries and your website form

Answer families who ask about care, turn an inquiry into a prospective client, change the form on your website, and see where your referrals come from.

5 parts · 2 minGrowing your agencyFor the office

The lesson plays on a sample agency, so nothing you do in it changes anything. Open any item in the lesson's panel to read about it, and press See how to watch it done.

What this lesson covers

Everything the lesson says, part by part.

1
On the way: Inquiries is in the sidebar.
Every inquiry about care
Questions from your clients, and from families who found you through your website form.
In the sidebar under Inquiries.
On this page
Clients or the publicTwo lists
Patient holds questions from your clients. Public holds inquiries from your website form.
See how shows:
Public Inquiries from your website.
Read the guide
Open or resolvedWhat still needs an answer
Open lists what still needs you. Resolved keeps the rest.
See how shows:
Resolved Open is beside it.
Answer oneReply, or make them a prospect
Open an inquiry to reply, make the person a prospective client, or mark it resolved.
See how jumps ahead to part 2: Answer an inquiry.
Read the guide
Your website formChange its questions and look
Customize changes the questions and the look of the form on your website.
See how jumps ahead to part 4: Your website inquiry form.
2
On the way: A family asked through your website.
Answer an inquiry
Read what they asked, reply, and turn them into a prospective client when they are ready.
Inquiries › Public, then the inquiry.
On this page
ReplyBy email or phone
Someone who used your website form has no login, so they never see replies typed here: those are notes for your team. Answer them using the email address and phone number at the top.
See how shows:
Their email Press it to copy.
Read the guide
Make them a prospective clientFilled in from the form
This fills in a prospective client from what they sent.
See how jumps ahead to part 3: A new prospective client.
Read the guide
Mark it resolvedWhen it needs nothing more
Mark as resolved moves it to Resolved, out of your open list.
See how shows:
Mark as resolved You can reopen it later.
Read the guide
3
On the way: Make them a prospective client.
A new prospective client
Filled in from their website inquiry. Prospective clients are not counted in your monthly bill; only clients you admit are.
An inquiry › Create a prospective client.
On this page
Who needs careFilled in from the form
Their name and zip code come from the form. Fill in the rest as you learn it.
See how shows:
Who needs care Only the first name is required.
Who you spoke toOften a daughter or son
The person who asked is kept too. When you admit the client, they are added to the client’s contacts.
See how shows:
Who we spoke to With their phone and email.
4
On the way: Customize changes your website form.
Your website inquiry form
The questions and the look of the form families fill in. Changes show in Preview; nothing is public until you save.
Inquiries › Customize.
On this page
The questionsName and email are always asked
Turn the phone number and other questions on or off. Name and email are always asked, so you can reply.
See how shows:
Build Each question can be required or optional.
How did you hear about us?Where your clients come from
The answers are counted in CareConnect › Links & QR, so you can see which referral sources bring you clients.
See how jumps ahead to part 5: Where your clients come from.
Its lookColors and words
Page content sets the headline, the intro text and the button; Branding sets the accent color. Share the form from CareConnect with a tracked link, on your website or a flyer.
See how shows:
Page content Preview shows it as families see it.
5
On the way: Referrals is in the sidebar.
Where your clients come from
Hospitals, doctors and others who send you clients, and how each referral is going.
In the sidebar under Referrals.
On this page
Referral sourcesWho sends you clients
Each source shows how many it sent, how many became clients, and the revenue they bring.
See how shows:
Add Source Add a hospital, doctor or agency.
Read the guide
The pipelineEach referral, step by step
Pipeline shows each referral and the stage it has reached.
See how shows:
Track prospective clients
Open Pipeline
Add a prospect Who they are, who referred them and what they need. Drag them between stages; the last stage makes them a client.
Read the guide
Referral chartsBy source, over time
The charts show referrals by source or kind, over 90 days, 12 months or all time.
See how shows:
See which referral sources pay off
Referral charts Group by source or by kind, over 90 days, a year or all time.