Humanizing support at scale with Talkspace’s Donna Haddigan Conversations with Zendesk - Interviews about Customer Service, Support, and Customer Experience

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.

Key Takeaways:

(00:00) Highlighting the importance of empathy in customer support.
(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.

Resources Mentioned:

Donna Haddigan - https://www.linkedin.com/in/donnamakarhaddigan/
Talkspace - https://www.linkedin.com/company/talkspace-online-therapy/





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