The Chatbot Changing the Lives of People with Diabetes
There is a word for something you have to do day after day, month after month: a chore.
And while most of us think of “chores” as doing the laundry or mowing the lawn,
for many people with diabetes ordering the medication and supplies they need in order to live healthily is exactly that.
Forced to get on the phone each and every month, taking up their time and the time of the customer service agent on the other end of the line, people with diabetes often report having a horrible customer experience but with little to nothing they can do as recourse.
Matthew Montagne, the Director of Innovations at the Detroit-based business Healthy Living Medical Supply, has changed that.
Aware of the problems that people with diabetes face, Montagne set out to improve more than just their customer experience.
He set out to improve their lives.
Over 29 million people in America suffer from diabetes and, unfortunately, nearly 1.5 million new cases are diagnosed each year, according to recent numbers released from Healthline.
And, to make matters worse, the CDC estimates that there are nearly 70 million people in this country alone that are living with pre-diabetes.
In order for people with diabetes to manage their disease, they must administer the proper tests and medications, which is where companies like Healthy Living Medical Supply come into play.
In most states, the law demands that patients re-request their subscription for supplies and medications every month, making it difficult to automate like you would other recurring transactions.
So, because of the “chore” mentality that so many individuals have when needing to reorder, many diabetics go too long without their supplies, no longer adhering to the treatments they need in order to manage their oftentimes critical disease.
Montagne’s idea, then, to improve customer experience for all Healthy Living customers, is monumental.
Not known for moving quickly, healthcare companies tend to stay stagnant for years, which often leads to them missing out on ways to improve their customers’, who are also patients, experience. This has become especially true with the advent of so many new digital and tech innovations.
But Montagne, living up to his innovator title, refused to give in.
By implementing chatbots in his call center, he not only took the burden off of the company’s customer service representatives, who were tired of asking the same old slew of redundant questions, but he made the process much easier for the customers who were tired of answering those same questions.