Ir al contenido principal

Podcast 1 min read

Humanizing support at scale—with Talkspace’s Donna Haddigan

For Talkspace’s support team, empathy isn’t a nice to have, it’s a must for each and every customer interaction.

Por Maggie Mazzetti, Staff Writer

Última actualización en May 24, 2024

Conversations with Zendesk logo featuring Donna Haddigan

No matter the size of the issue, Talkspace’s Head of Customer Support, Donna Haddigan, always tries to put herself in the customer’s shoes.

“I say often to our team that it’s not just another ticket. Don’t think of them as tickets,” she said. “These are people and they’re all waiting for our help.”



In the mental health space, help can feel especially urgent if a member is unable to reach their provider or has run out of medication. But even for simpler requests like a password reset or an insurance inquiry, the team is trained to connect with their customers on a human level—bringing empathy and understanding to each interaction.

It’s something Haddigan describes as “absolutely necessary and required,” even as the business grows and expands into new territory, including a recent addition of Teenspace, a program to bring therapy to teenagers in New York City’s five boroughs.

“Anybody who’s contacting us already is taking that leap of faith in looking for services and mental health support…which could be a really big step for a lot of people,” she said. “So the last thing that we want is for somebody to reach out to support and feel like it was a bad decision in any way.”

Tune in for more on how Talkspace is scaling their unique brand of customer support, what advice they have for other teams, and how AI fits into their plans for the future in our latest episode of Conversations with Zendesk.

Have a question for a Zendesk expert, interested in being a guest, or want to suggest a topic for a future episode? Drop us a line at cwzpodcast@zendesk.com—we’d love to hear from you.

Relatos relacionados

Podcast
1 min read

Harnessing AI-powered efficiency for deeper customer connection—with Lush’s Naomi Rankin

With their special blend of AI efficiency and a personal touch, Lush is delivering better support for their customers and their business.

Podcast
1 min read

Modernizing the world’s largest service delivery business—with Indigov’s Alex Kouts

By bringing private market efficiency to the public sector, Indigov has reduced average constituent wait times from 80 days to a mere eight minutes.

Podcast
1 min read

Dispatch from the frontlines of critical customer service—with the International Rescue Committee’s Andre Heller

For World Refugee Day, we sat down with the IRC's Andre Heller to learn how his team uses Zendesk to scale their global response efforts.

Podcast
2 min read

Early insights from our AI implementation journey—with Zendesk’s Steven Warfield

With AI transforming the world of CX, Zendesk’s VP of Customer Service shares how we’re navigating big changes for our own internal teams—and what excites him about the future.