Marchex®, a company known for leveraging AI and conversational intelligence to enhance revenue and operational efficiency, has unveiled its latest offering, the Marchex Senior Living Solution. This AI-powered platform is designed to help senior living organizations optimize marketing spend, gain deeper insights into the needs of each prospect, and understand the critical factors that influence why potential residents choose or decline a facility.
Senior living operators face unique challenges. While the lifetime value of a resident can reach hundreds of thousands of dollars, shrinking budgets and difficulty measuring returns from lead aggregators, combined with staffing pressures, make traditional approaches insufficient. By building on its award-winning AI-driven marketing and conversation intelligence platform, Marchex enables operators to convert phone calls and digital interactions into actionable insights in real time, helping them enhance customer experience and boost occupancy rates.
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The platform allows organizations to accurately identify conversations from leads, caregivers, or residents, enabling marketing teams to allocate resources more efficiently and augment CRMs and Customer Data Platforms with structured data from every interaction. It also ensures that missed appointments can be recovered, with alerts that route follow-ups to appropriate team members, addressing prospect intent and improving overall responsiveness. Recurring questions and concerns from families, including insurance, billing, or caregiver involvement, can be detected and used to inform content marketing and staff communication strategies.
Troy Hartless, President and CRO at Marchex, emphasized the platform’s impact, stating, “The decision to explore senior living options is one of the most important and potentially stressful decisions for any family. Marchex AI is a vital part of the marketing, selling, and care processes. Marchex’s Senior Living solutions empower marketers to maximize return on customer acquisition budgets by precisely targeting and re-targeting the right audiences. Just as importantly, marketers can equip their sales and operations teams with timely, actionable insights across the entire customer journey—ensuring every team, from the contact center to the sales director to community care staff, can deliver exceptional experiences.”
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The solution also offers AI categorization of every conversation to determine lead potential and refine re-targeting campaigns, excluding irrelevant contacts such as vendors or job applicants. Additionally, it provides clustered and generative topics for over 30 key areas, from pricing and insurance to amenities and resident interests, allowing operators to spot emerging trends and respond quickly across multiple facilities. With these capabilities, Marchex positions itself as a critical partner for senior living organizations seeking to
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