Welcome to Zendesk Insights, your front-row seat to the future of customer service.
As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.
Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.
Welcome to Zendesk Insights, your front-row seat to the future of customer service.
As the pace of change accelerates, we're sitting down with the leaders, disruptors, and innovators reshaping CX. From emerging tech to the latest trends transforming the industry, we bring you the insights that will keep your business moving forward.
Like and subscribe to receive new episodes as they come out. Visit https://www.zendesk.com/zendesk-insights/ for updates, bonus content, and more.
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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