Customer service is terrible.
Customer service is definitely not up to par.
Let me be clear that I am reviewing the platform and customer service, not the therapists. I took a break from Talkspace for a bit and recently decided to go back. Upon requesting a messaging session with a new therapist, I thought I was good to go. However, I am now stuck on the "book an appointment" page and cannot get past that. It is not a technical glitch with my computer, as I've tried different browsers, playing with pop-ups, I've tried my phone vs. computer, etc...The same thing happens time and time again. I cannot access my messages from my therapist and have been getting email notifications that I have messages waiting. So, I of course reached out to customer service and have received several communications that they are trying to figure out the root of the problem. It has been TEN days now and they have been unable to figure it out. For a healthcare service, I feel this is completely unacceptable to make a patient wait this long to receive services such as this, all because of a tech issue on THEIR end that they do not seem to have the competence to figure out.
Let me be clear that I am reviewing the platform and customer service, not the therapists. I took a break from Talkspace for a bit and recently decided to go back. Upon requesting a messaging session with a new therapist, I thought I was good to go. However, I am now stuck on the "book an appointment" page and cannot get past that. It is not a technical glitch with my computer, as I've tried different browsers, playing with pop-ups, I've tried my phone vs. computer, etc...The same thing happens time and time again. I cannot access my messages from my therapist and have been getting email notifications that I have messages waiting. So, I of course reached out to customer service and have received several communications that they are trying to figure out the root of the problem. It has been TEN days now and they have been unable to figure it out. For a healthcare service, I feel this is completely unacceptable to make a patient wait this long to receive services such as this, all because of a tech issue on THEIR end that they do not seem to have the competence to figure out.
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Response from developer
We truly appreciate your feedback regarding the issues you've faced with both the platform and customer service. It’s clear how important timely access to your therapist is, and we regret the delays you've experienced. Your insights are crucial for us to improve, and we’re committed to addressing these concerns. I see that you have reached out to feedback@talkspace.com and we are happy to address this matter with you.
