Overview
Home Instead is a national provider of in-home care services to ageing Australians.
From transport and living assistance to personal care and companionship, Home Instead do important work to improve the quality of life at home for seniors, helping them maintain their independence while giving their families peace of mind.
It is often the family who makes the preparations to find an in-home care provider, and trust is a critical part of that decision. Families want to know that as their parents and grandparents move into this phase of their lives, they will be looked after.
Building trust and transparency
Home Instead identified that clients often begin their search on Google. From there they compare providers and research thoroughly, which is where trust and transparency become critical. Each of their offices was represented by a Google listing that collected reviews and carried client stories.
Google reviews are a powerful tool, but given the nature of Home Instead’s services it was often difficult, and sometimes inappropriate, to ask a client or their family for one.
That is where Cloutly came in. Home Instead could control who they asked, what they asked about, and when and where they asked, and still make it simple for a client or their family to complete an online review.
At the time, Cloutly also converted dozens of pen-and-paper testimonials written by Home Instead’s senior clients into online testimonials that could be verified and shared across their website in a digital format.
“Cloutly has been a great tool for our franchise owners to monitor, engage with and publish customer reviews. The team have been supportive and responsive if we have needed help. It’s a great product.”
Briarne Manley, Digital Marketing Manager
Confidence to choose with Cloutly
With the ability to collect reviews sensitively and monitor their online reputation in Cloutly, Home Instead now give prospective clients an authentic picture of what the experience is like, which builds trust and starts relationships.
They also use that trust and social proof to encourage prospective franchisees and staff to explore the Home Instead difference for themselves.
