Case Study: RiverMend Health achieves easier patient access and higher intake conversions with Olark

Managing Addiction Treatment Processes with Live Chat

RiverMend Health is a nationwide provider of evidence-based addiction, eating disorder, and obesity treatment that faced the common barrier of stigma and patients’ difficulty verbalizing their needs. To make outreach less intimidating and more accessible, they needed a way for prospective patients to ask questions and seek help without having to call or speak in person.

By adding Olark live chat to their website, RiverMend enabled text-based intake conversations that function both as a conversion and therapeutic channel—about 40% of inquiries now come via chat. Using Olark Shortcuts and Salesforce integration to save transcripts, recommend follow-ups, and track downstream outcomes, RiverMend streamlined intake, improved lead conversion, measured ROI, and ultimately connected more people with treatment.

RiverMend Health

Lee Berg

Director of Marketing