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😌 How @talkspace humanizes customer support at scale | Conversations with Zendesk podcast
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✨ On this episode, we’re joined by Donna Haddigan, Senior Director of Client Support at Talkspace. In our conversation, Donna shares insights into integrating empathy and technology to revolutionize customer support at Talkspace, emphasizing the human connection in the mental health services sector.
⏳ Timestamps:
00:00 - Having empathy in customer support is vital
02:11 - Talkspace’s leadership in virtual behavioral health
07:15 - Developing the Teen Space program for targeted support
10:28 - The role of self-service in enhancing user experience
13:11 - Incorporating empathy into every customer interaction
14:01 - Effective change management within the support team
16:41 - Adapting communication channels to meet diverse user needs
17:46 - Looking forward to expanding team roles and opportunities
18:43 - Balancing AI technology with the need for human support
19:21 - The potential of AI to streamline support processes
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