Frequently asked questions

CareFunnels supports:

• Multiple territories
• Multiple office lines
• Separate pipelines
• Unified reporting

You can run all locations under one platform. Additional per location pricing will apply.

Yes. CareFunnels integrates with:

• VoIP systems
• Cell phones
• Desk phones
• Forwarding lines

Calls can route exactly where you want.

You’ll pay:

• A small fee per phone number
• Low per-minute phone usage
• Low per SMS text message usage
• Optional add-ons if you want additional lines or integrations.

There are no hidden fees — everything is itemized.

Yes. You can customize:

• Greeting
• Caller flows
• Qualification questions
• Routing
• Follow-up logic
• Data the AI collects

Everything is fully adjustable for your agency.

Yes. Every plan includes:

• Full onboarding
• Team training sessions
• Access to CareBrand Academy courses
• Ongoing support

Your team will know exactly how to use the platform.

We can migrate your data and pipelines into CareFunnels.
Most agencies switch because they want everything in one place with AI support and automated follow-up.

Yes. CareFunnels typically replaces:

• Call tracking tools
• Website chat tools
• Email/text automation tools
• Answering services
• Review management tools
• Scheduling tools
• Applicant tracking systems

Most agencies eliminate 3–7 tools and switch to one system.

Most agencies are fully onboarded in 7 to 14 days. If you add AI Voice, call flows and prompts are finalized during setup so you’re operational quickly.

Not necessarily — many new or smaller agencies start with one plan. If you want the full lead and recruiting system working together with AI handling calls and chat, the bundle is the best value.

No — CareFunnels is month-to-month.
Agencies stay because it works, not because they’re locked in.

Yes — you can upgrade to the CRM + AI bundle anytime.

We would be happy to speak with you for as little as 15 minutes, find out what your budget is and what goals you have, and then recommend the best plan. There is no obligation, we just like to help however we can. We give advice out for free all the time… and if you choose to work with us, well hey, that’s great too!

Providentia’s home care marketing experts can speak with you and determine what you are doing now that is working, and more importantly what is not working. Our team can then make recommendations on how to improve. We can also give you pricing for specific services that will help you generate more leads, and convert more clients.

AI Voice gracefully handles unknown questions and can:

• Offer to take a message

• Redirect to a human

• Send a text follow-up

• Capture the inquiry for your team

No caller ever hits a dead end.

Fully. AI Voice plugs into:

• CRM contact records

• Pipelines

• Automations

• Text and email follow-up

• Call tracking

• Analytics

• Reporting

Everything stays in one system with no duplicate data.

Yes. All calls, transcripts, and contact information are securely stored inside your CareFunnels CRM following industry-standard security protocols.

Phone system AI focuses on call handling.
CareFunnels AI Voice focuses on lead capture, classification, follow-up, and conversion.

AI Voice is built specifically for home care:

• Every call becomes a CRM record

• Every caller is categorized

• All transcripts and summaries are logged

• Automations fire based on call type

Phone systems do not do this.

AI Voice can instantly:

• Transfer the call to your team

• Send SMS notifications

• Email your staff

• Trigger urgent workflows

You decide when AI Voice escalates — urgent needs never wait.

Every call creates a full, structured record in your CRM, including:

• Caller name (when available)

• Phone number

• Intent

• Key details (care needs, timeframe, location, etc.)

• Transcript

• Summary

• Next-step recommendations

This visibility is something phone systems cannot provide.

Yes. AI Voice automatically identifies and logs caller type, such as:

• Care inquiry

• Current client/family

• Caregiver applicant

• Existing caregiver

• Referral source

• Vendor

• Wrong number/other

This classification ensures every call flows into the correct pipeline and follow-up sequence.

AI Voice:

1. Greets the caller

2. Identifies call type

3. Collects required details

4. Creates or updates the contact in your CareFunnels CRM

5. Classifies the inquiry

6. Logs a transcript and summary

7. Alerts the appropriate person and triggers follow-up

No information is lost, and every caller receives immediate attention.

Yes. CareFunnels AI Voice works with any phone system.

We don’t replace your phones — we simply receive the calls you want AI to handle. Your phone system continues to manage extensions and routing, while AI Voice handles intake conversations and data capture.

Yes. AI Voice uses natural, friendly, human-like speech. Most callers believe they are speaking with a well-trained office assistant. It stays calm, consistent, and professional on every call. However, we highly recommend having the AI Voice receptionist announce it is AI.

Here’s the simple breakdown:

• Your phone system = handles the mechanics of call routing and extensions
• CareFunnels AI Voice = handles conversation, intake data, logging, and follow-up

You can use any phone system you prefer. CareFunnels just needs to receive the call — directly or via forwarding — and we handle everything from there.

1. Every call becomes a fully logged CRM contact

Automatically captured:

• Caller name (when available)
• Phone number
• Call type (care inquiry, caregiver applicant, referral source, etc.)
• Full transcript
• Call summary
• Intent classification
• Next-step automation

Nothing disappears into a voicemail box or gets lost when staff is busy.

2. AI Voice updates and connects to your CRM, not just your phone log

Phone systems log calls. CareFunnels turns calls into structured data that your team can act on:

• Creates or updates contacts
• Adds notes and summaries
• Moves the inquiry into the correct pipeline
• Triggers follow-up automations
• Notifies the right person instantly

This is the core advantage — your intake, recruiting, and referral workflows stay organized in one place.

3. AI Voice isn’t just answering calls — it qualifies

It can gather:

• Reason for calling
• Care needs
• Timeframe
• Location
• Contact details

Then it routes or escalates intelligently.

You’re right that phone systems are adding AI features, but they’re mostly designed around managing calls — not managing leads, outcomes, and conversion.

Here’s the difference in simple terms:

Phone system AI improves call handling.
CareFunnels AI Voice improves revenue by capturing, classifying, and converting every inquiry.

Calls reach AI Voice in one of two simple ways:

• Directly — callers dial a dedicated AI Voice number.

• Forwarded — your existing main number forwards calls to AI Voice (after-hours, after 3 rings, when busy, or 24/7).
  Either way, callers experience a seamless handoff and AI Voice answers immediately.

Here is a basic visual for those options – https://www.homecaremarketing.com/how-it-works/how-ai-voice-works-with-your-phones/

CareFunnels AI Chat is trained specifically on home care conversations — not generic customer service scripts. The language is warm, human, and context-aware. It won’t ask for a ticket number. It will say “I’m so glad you reached out.”

Most agencies are live the same day they sign up. We configure the chat with your agency’s services, service area, tone, and intake questions. There’s no code to install beyond a simple embed snippet.

AI Chat is built to know what it knows and what it doesn’t. When a question requires a human, it captures the details and routes the conversation to your team — cleanly and without dropping the lead.

Yes. AI Chat is native to CareFunnels CRM, and connects with AxisCare, WellSky, Google Calendar, Zapier, and most major platforms. If you don’t see your tool, ask us — we likely connect to it. More integrations are listed here.Your Content Goes Here

Yes. CareFunnels is built exclusively for home care, and HIPAA compliance isn’t a checkbox — it’s a foundation. All conversations and data handling follow HIPAA privacy and security rules.

Cancel anytime. No long-term contracts. No setup fees. No cancellation penalties. We’re confident you’ll see results quickly enough that cancellation won’t cross your mind — but the option is always there.

That’s great — but Salesforce is built for enterprise sales teams. CareFunnels is built for home care teams. The workflows, follow-up, pipelines, and AI are tailored specifically to your agency so your staff can actually use it right away.

Technically, yes — but it’s a huge project. You’d need to build:

• Your own intake workflows
• Your own recruiting system
• All caregiver automations
• Client follow-up sequences
• Tags, fields, statuses
• Reporting
• AI prompts
• Templates
• Phone routing
• Scheduling workflows

You’d end up hiring consultants, spending months building, and still not getting something as refined as CareFunnels.

With CareFunnels, the industry playbook is already built. You simply turn it on.

Salesforce is extremely powerful for companies with developers and consultants who customize it. But home care agencies don’t need enterprise-level complexity. They need a system that actually runs intake, recruiting, and communication without having to build anything.

Duplicate suppression is the process of identifying and removing duplicate listings on third-party sites. Yext automatically identifies all potential duplicate listings and allows brands to suppress duplicates in the platform at any time. Yext suppresses duplicates based on each publisher’s best practices. Whether it’s referred to as suppressing, deleting, or merging, any duplicate listings that are suppressed in Yext are removed from search results and will no longer be discoverable.

Getting into the Google Map-Pack, also known as the Google 3-Pack or Local Pack, first starts with claiming your Google Business Profile (GBP) listing. Next, you’ll need to provide Google with accurate business information such as name, address, phone number (NAP), website URL, business hours, categories, and photos on an on-going basis. Managing the timeliness and completeness of your customer review response is also important, as well as having robust local pages with embedded keywords, schema markups, and backlinks are all part of a comprehensive local SEO strategy.

Local listings are platforms where businesses can create and manage their profiles for local visibility, while local SEO is the broader strategy of optimizing online presence to rank higher in local search results. Local SEO often includes managing and optimizing local listings as part of its approach to improving local visibility and attracting nearby customers.

Yes, listings management can improve your brand’s search engine rankings. By ensuring that your business information is accurate, consistent, and up-to-date across various online directories, search engines are more likely to trust and favor your brand in search results. This can lead to better visibility, higher search engine rankings, and increased engagement with online and in-store foot traffic.

Yext works with more than 200 publishers globally, including Google, Facebook, Bing, Apple Maps, and Yelp. For a full publisher breakdown, and to see which features and countries are supported for each, check out the Yext Publisher Network page.

The Reviews report lets you monitor your business reputation and take timely measures to maintain it. You’ll see all available reviews of your listing in all directories starting from the most recent.

You can read any review right from your report. Then you can take action by responding on the corresponding directory.

For some business listings, users may suggest changes in information that they feel is incorrect. Anytime this is done, these suggestions will be compiled for you. Once you are aware of a suggestion you will be able to decide what further action if any, you want to take.

Suggestions will be broken down into groups depending on their status. These statuses include new suggestions, approved, rejected or expired. You can choose to approve or reject any suggestion by clicking on that corresponding button to the right of the listing.

If your business is based in the US, we will distribute your information to the following websites:

Keeping your business listings consistent and correct across the internet is the basis of local SEO. Putting your info on your website is not enough, because Google uses multiple directories to cross-check and validate the name, address, phone number (NAP), and other business data.

That is why you need to manage your business data on various maps, apps, search engines, social networks, and vertical directories like Yelp, Yellow Pages, Foursquare, and the like.

While negative reviews typically aren’t removed by review platforms, they can be buried.

Should you bury your negative reviews?

Not at all! It’s actually a better idea to embrace your negative reviews.

Here are three reasons why:

1. You can show customers that you’re willing to make amends for any mistakes you’ve made. This shows customers you can be trusted to make things right when things go wrong.
2. Customers don’t trust brands as much if their profile is filled with nothing but positive reviews
3. Customers ignore unreasonable reviews. If they’re toxic or their review is full of vitriol, customers know it and they’re more than willing to cut you some slack, especially if your responses show that you care about them.

Accumulating a large number of negative reviews is clearly bad for business. That’s not what we’re talking about here. We are discussing reviews from customers who just weren’t a fit for your business.

Once posted, your reviews are available online indefinitely. If they’re marketed well, you’ll continue to receive value from your reviews, long after they’re posted online.

Does this mean you can rest on your laurels?

Absolutely not.

In fact, research shows consumers think local reviews older than three months are largely irrelevant. When you think about it, this makes sense. Customers want to verify that you’re still trustworthy, that things haven’t changed.

This means you’ll need to continue to attract new reviews from your customers.

There’s no quick answer for this one. Every home care agency is different.

It depends on your review portfolio.

Do you have a strong review portfolio – lots of five-star reviews spread across several major and niche review platforms? If so, you can expect to see results quickly.

What if you have no reviews? Less quickly. Negative reviews? Improvements will take time.

The results you achieve will depend on your circumstances.

Are you willing to make drastic changes in your company? You’ll see results faster. Do you have the budget to advertise or promote your reviews? You’ll see results faster as well.

It all depends on you and your commitment to the process.

Review management follows these simple steps.

1. Delight your clients and your caregivers
2. Audit your review site listings and local search profiles
3. Optimize your review site listings and local search profiles
4. Ask for feedback from your clients (or share your review profile with them)
5. Happy clients write positive reviews
6. Unhappy clients share private feedback
7. Promote customer reviews (to prospects and their families) to attract more reviews, leads, customers, caregivers and sales!

You absolutely can!

With the right tools, a clear strategy to follow, and a bit of know-how, you should be able to do most of the work yourself.

That doesn’t mean it’s a good idea, though.

What do I mean by that? An agency that specializes in home care reputation management is better at doing the work. A good agency does this regularly for a variety of clients in varying circumstances. They have lots of practice dealing with very unpleasant scenarios. They’re also removed from the situation. It’s easier for them to stay calm when a disagreeable client insults your business. It’s much harder for you to do that. And as with any outsource partner, they can focus on this while you tend to other critical aspects of your business that demand your attention.

A digital marketing agency has complementary skill sets

They’re able to create content on a variety of platforms in a variety of formats. They can create ads, blog posts, landing pages, and social media posts with ease – something even large home care companies struggle to do.

If you prefer to do the work yourself, go all in. Fully commit to the process and do the work that’s required. Either way, make sure this is part of your overall home care marketing strategy.

The terms review and reputation are often used synonymously, but they’re not the same thing.

What is review management?

Review management is a process of tracking incoming customer reviews from various review sites and responding to them when necessary. Businesses often choose to manage reviews using software that lets them see all their reviews from all sites in one place.

What is reputation management?

Reputation management, in the context of home care, refers to consistently monitoring, optimizing, and responding to company-related information across all channels in order to build a positive home care brand online.

In short, review management is just one layer of a comprehensive reputation management strategy.

Using Moz’s research, we can calculate the ROI. Here’s the formula you can use.

Y = X / (100 – X)

Y = How many more customers you could have had (as a percentage)

X = Average percent of lost customers for businesses like yours

Where are we going to get X? From the data provided by Moz! If you have one negative result, X would be 21.9 percent. If it’s two, 44.1 percent and so on.

Let’s also say there are four negative results listed in Google. Our formula would look like this:

Y = 69.9 / (100 – 69.9)

Which means Y = 2.32 or 232% more business!

This of course also translates to less money spent on advertising and recruiting. A company with a good reputation has a better word of mouth traction, and therefore a lower per customer or caregiver acquisition cost.

Research shows 9 in 10 consumers say they read online reviews about local businesses. According to a TripAdvisor survey, 97 percent of business owners say their online reputation is important for their business. Online reviews are the signals customers use to identify trustworthy brands.

Research from Moz found businesses risk losing as many as…

• 21.9 percent of customers if you have just one negative review listed on page one of Google
• 44.1 percent of customers if you have two negative results
• 59.2 percent of customers with 3 negative results
• 69.9 percent of customers with 4 negative results

You’re probably already aware of online reviews. If you have a home care business, your online reviews are a form of social proof that customers (and caregivers) use to validate the trustworthiness of your business.

Online review management is reputation maintenance.

It’s a way for home care companies to ensure clients have an accurate assessment of their business.

Online review management ensures clients:

• Have access to positive and negative reviews from real customers
• Aren’t deceived by spammers, predators or vengeful customers
• Are able to gauge the overall sentiment surrounding your company

Online review management ensures caregivers:

• Have access to positive and negative reviews from real employees
• Aren’t deceived by dishonest or difficult employers
• Are able to gauge the overall sentiment regarding working for your agency.

Online review management is a way to ask for and receive customer feedback. It’s a way to ensure that the reviews you receive are accurate and your organization is treated fairly online.

Question:

Here’s a question regarding keywords. My understanding is that each page of a site is more effectively optimized when it has some of the keywords in the body of the page. Would it drive up content if there was a ton of such words in a white font that would be caught by Google but not appear to the human reader?

Just Curious

Answer:

We applaud your innovative thinking, but we will let Google answer this one!

Hiding text or links in your content to manipulate Google’s search rankings can be seen as deceptive and is a violation of Google’s Webmaster Guidelines. Text (such as excessive keywords) can be hidden in several ways, including:

• Using white text on a white background
• Locating text behind an image
• Using CSS to position text off-screen
• Setting the font size to 0

When evaluating your home care website to see if it includes hidden text or links, look for anything that’s not easily viewable by visitors of your site. Are any text or links there solely for search engines rather than visitors? If so, you should fix it right away.

First, our recruitment marketing consultants will chat with you about your recruiting goals, focusing on the types of people you need, the volume of candidates you require, and any information you currently have about the performance of your job ads.

In the first month of service, we run your ad spend through Clickcast – the software we use to manage your ad spend. During this initial benchmarking month, your team still receives applications while we are analyzing the data to determine what improvements and optimizations need to be made.

And then the fun starts!

In month two, we start to set rules. These rules govern when, where, and how your advertising dollars get invested. The software can:

• Set budgets and bid amounts based on your recruitment strategy (priority, geography, etc.)
• Cap spending when a certain number of applications are received or spend limit is reached.
• Transition spending to jobs that require more investment.
• Allow you to A/B test job titles to see which titles perform best.
• Create geographic expansion for jobs, so your jobs show up for more job seekers.
• Test different job sites to see which perform best for you.
• The programmatic technology automates the management of your advertising spend to get more candidates applying to more of your jobs without having to spend more on advertising.

As your advertising partner, our job is to constantly determine where and how to post your jobs at the lowest possible cost for the quality and quantity of talent you need.

You will see more people applying to more of your jobs, typically at a lower cost per application.

In the first three months, 90% of our clients see a decrease in cost per application or an increase in total applications. And that’s just the beginning!

As we continue to learn more about your company, how your candidates engage with your job postings and how your jobs perform on the job boards, we are able to optimize your advertising to deliver a significantly higher return on your job advertising investment.

1. To get access to the software. If you wanted to license the software we use on your own, it would require a minimum monthly spend of at least $20,000. When you work with Haley Marketing, the minimum ad spend is only $2,000, and that will give you access to all the features of the programmatic job advertising management software.*
2. It’s not just about software; optimizing ad spend also requires experience, and our team has a lot of it. We manage more than $2M a year in ad spend for our clients, and when you work with us, you’re getting the benefit of our experience…and that can save you a lot of money!
3. We make it easy to centralize your ad spend. In many staffing companies, ad spend is distributed across all branch offices, with each office making its own decisions. This tends to lead to a lot of inefficiencies…and wasted dollars.
   As your job spend management partner, we become a central point of contact to help all your branches access the candidates they need to fill their open orders.

* Our software partner is Appcast, and they sometimes do make exceptions to the $20K minimum, so if you want to try to run Clickcast on your own, reach out to them to ask!

Yes.

In order to get value from programmatic software, you must be spending at least $2,000 per month on job advertising.

While you could use the software with a lower spend, there would not be enough budget to have a significant impact on your cost per candidate.

The job slots model doesn’t allow for a lot of efficiency gains. It’s challenging to set budget limits, application limits, utilize geographic expansions, and test different job titles.

With our services, we only work with CPC job board models, which is what we prefer!

No.

We do not require long-term contracts with our programmatic job spend management services. Our services are provided on a month-to-month basis, and you can cancel for any reason with 30-days’ notice (although if you are not willing to try it for at least 3 months, we don’t recommend moving forward!).

Absolutely not!

The LAST thing our recruitment marketing team wants is for your recruiters to lose their application flow. We know it’s the lifeblood of recruiting and hiring. Our goal in the first month is to keep everything the same and then start to show improvements beginning in the second month.

All applications get delivered to the recruiter’s email address associated with the job, right to their inbox!

For companies that have the Haley Marketing Career Portal, we deliver applications to the email inbox of the recruiter AND into our myHaley dashboard.

You bet!

That’s actually one of the benefits of our services. We can centralize the management of your ad spend to give you more control over how your advertising dollars are invested.

Our team will work closely with your branch offices to ensure we know your recruiting priorities, and we can adjust your spending as needed to best support your offices.

With programmatic, we are constantly testing to see how to improve the performance of your ad dollars. Here are the most common things we evaluate:

• Bid amounts – how much to pay per click to get the number of candidates you need
• Total spending per job, office, and month
• Cost per application
• A/B testing job titles to see which titles perform best
• Creating geographic expansion to see if localizing jobs increases response
• For remote jobs, we can test focusing on different markets to see where your ads perform best

Typically, two months.

In the first month, we benchmark your ad spend to see how it is performing.

Then, in month two, we start to set rules to see how we can improve your results. In almost all cases, we start to see applications increase and cost per apply go down in month two.

Over the next several months, we will continue to test ways to improve your advertising results. We’ll conduct various tests based on your changing hiring needs and the data we gather from managing ad spend for many other staffing companies.

Of course, because the labor market is constantly changing, programmatic job advertising management never becomes “Set it and forget it.” We continually monitor market conditions and develop new strategies to help you optimize your job advertising investment.