Invite website visitors to search for resources
Now more than ever, people are looking for alternative channels to find help besides calling your helpline. One of those options in high demand is the ability for a help-seeker to do their own self-service searches online to find the resources that can help them.
It’s tempting to go online to find what you need, but there are pitfalls. Depending on the search engine or websites that turn up as search results, people in need of help may be getting unreliable, inaccurate, or outdated information. What was already a difficult situation could be made worse if a help-seeker is facing dead-ends, out-of-service numbers, or services that can’t actually help them.
And that’s to say nothing of your help-seeker’s ability to understand the complex systems of care in their community, what they might really need or be eligible for, what organizations can help, the application process, or if there are other services that could help that they may not have thought of.
The whole goal of I&R helplines or 2-1-1s is to listen to the whole story and provide guidance and help navigating complex situations and the referrals that can help. There is a way to be sure your clients are still getting your expert guidance even if they don’t pick up the phone to call you.
iCarol offers options for placing your Resource Database on your own website for public access. We call this the Public Resource Directory.
With the Public Resource Directory you may embed your Resource Database on your website where it can be searched or browsed by your web visitors. This allows multi-channel access to your services for those who prefer self-service over engaging directly with your specialists, while still providing them with relevant search results. With the Public Resource Directory you can:
Embed the search on your website or link from your website to the standalone search
Create a graphical, built-in guided search so visitors can browse appropriate resources by need
Exclude resources that should not be available publicly on your site
Control what fields should not appear in record details pages if they are for internal use only
Direct visitors to nearby resources with intuitive geographic filtering
Provide a mobile-friendly search for the many using their mobile phones or other handheld devices to search your site
Save money avoiding the costs associated with paying web and app developers to build a custom search, mobile app, or guided search on your website
Improve outcomes with relevant search results delivered to your website visitors, ensuring they get the help they need and trust you again should they need more help in the future
Expand your brand by designing your directory with your logo, background and font colors, font choices, and other flourishes that blend seamlessly into your website
Help more people by providing multi-channel access to those who prefer self-service over making phone calls or chatting or texting
See the Public Resource Directory in action
Ready to start using the Public Resource Directory? Contact us!