Customer relationships are part of any business. Making them great is the next step. At Zendesk, we are here to help you create the best customer experiences and get the best results for your business.On the Conversations with Zendesk podcast, we explore trends in customer experience and share what Zendesk is developing for you.We will be talking about messaging channels, the power of self-service, integrations, conversational CRM, AI and no-code.Like and subscribe to receive new episodes every other week. Visit www.zendesk.com/blog for updates, bonus content, and more.
https://listen.casted.us/public/156/Conversations-with-Zendesk%3A-The-Podcast-816d0815
episode 22: Humanizing support at scale with Talkspace’s Donna Haddigan
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/
Join us at Relate, Zendesk’s biggest customer experience event of the year: April 16-18 in Las Vegas.
Follow Zendesk on LinkedIn for all the latest CX trends, news, and product announcements.
Sign up for a free trial at Zendesk.com
#CX #CustomerService #CustomerExperience