In most companies, customer support is relatively simple and the stakes are low. The goal is to resolve issues that may arise with a product or service. Customer support representatives receive “tickets” that contain technical issues or complaints from customers. The reps respond and solve the problem. When necessary, they forward the ticket to another employee or “escalate” the issue by involving supervisors.
Even when there is a persistent technical problem or an upset customer, not much is truly on the line. Customers may be irritated if they need to wait a few extra days on a shipment or refund, but they’re OK.
Now imagine if a ticket could contain anything from anxiety to depression. The Talkspace customer support team works with these sensitive issues every day. Continue reading Talkspace Customer Support: When Mental Health Is On the Line