Make Me Healthy offers nutritional programs developed by a team of dieticians who follow their patients by phone. The brand also has a mobile application where patients can find their program, advice from their dietician and numerous recipes.
At Botnation, we love a good story. The meeting with Make Me Healthy took place in a hallway at Station F when we were going back to school together to participate in the Facebook Startup Garage program, Meta‘s incubator. The Make Me Healthy team quickly understood how a chatbot could support its development and we immediately saw the potential of this project. Today, the Make Me Healthy chatbot registers hundreds of users per day!
Like all great stories, this one deserved to be told. So we put the microphone to Colette Friedrich – co-founder of Make Me Healthy – to describe her vision of the project and give you her best tips for a successful chatbot!
Introduce yourself and your company:
Since 2016, Make Me Healthy has been offering customized and remote dietary rebalancing, developed by a team of registered dieticians.
What were your issues before launching your chatbot?
At the beginning of the nutritional follow-up, our dietitians had to perform a 40-minute telephone consultation with each patient. This consultation is essential because it allows us to fill in the patient file (lifestyle, eating habits, professional and sports activities, medical file…) but it was very time consuming for our team because it was long and repetitive.
How did you come to the conclusion that a chatbot would meet these needs?
Our dietitians asked the same questions at each consultation, based on the patients’ answers, provided an answer/solution and filled out their charts at the same time. We therefore thought it would be interesting to replace this step with an online assessment consultation, in the form of a chatbot. Patients always respond to our questions, we always give them a personalized answer/solution, and we always complete their files in a more efficient manner, both on the patient and dietitian side.
Why did you choose the Botnation solution?
I discovered Botnation during our participation in the Facebook Startup Garage program, we were in the same class. After comparing the different players on the market, I was convinced that Botnation met our needs in every respect.
How did you build the chatbot? What was the creative process?
We first reviewed and improved our methodology: what questions should we ask, what answers can the patient make, what personalized solutions/advice can we offer in the short term. We have also reviewed the entire user experience: payment, automated emails… as well as the reassurance elements that replace the human: personal data, payment, FAQ…
We then worked with a copywriter to proofread and improve the wording and our graphic designer to propose a pleasant visual experience (illustrations, gif…). Our priority was really to provide a fun and reassuring experience for our patients.
Then our marketing manager created the bot on the Botnation interface. I would like to emphasize that their support and involvement in the project was a great help!
Finally, we modified our entire admin to be able to process the patients’ answers and fill in their files, this time with the help of our web agency Alphalives who “connected” the bot to our internal tool. Obviously, many tests were done internally and then with a panel of users to adapt the tone, the clarity of the messages, the reading speed, the possible errors…
Have you been able to measure the first results?
The first results were immediate with a turnover of +83% in the 2 months following the launch of our online assessment. The 40 minutes initially spent on the phone could be replaced by 2 follow-up appointments. Each dietician was thus able to take care of more patients while improving their daily routine and efficiency (less repetitive speeches, better completed patient files, etc.).
Would you have some advice for a company that also wants to launch a chatbot?
The chatbot is not only intended to provide customer service, it can replace many repetitive tasks while offering an improved user experience. Above all, you have to put yourself in the user’s shoes to offer an effective and convincing experience.
Discover now the chatbot of Make Me Healthy !
