Talkspace app technical instability and poor support
💚 healthproduct problem10 reports ●●●●●
A Talkspace user reports that the mobile application glitches, displays errors, and randomly signs them out during booking, while also noting that customer service is poor.
What people do today
- re-logging into the app
- attempting to re-book sessions
- contacting customer support
🔧 Fix this
Ideas a builder, maker or community group could start on:
- A dedicated status dashboard for users to report and track specific app bugs in real-time.
- An automated session-recovery feature that saves booking progress if the user is logged out unexpectedly.
- A specialized support ticketing system for therapy platforms that prioritizes technical issues affecting appointment scheduling.
- A dedicated insurance verification dashboard that allows users to self-troubleshoot and view real-time status of their coverage sync.
- An automated support escalation system that prioritizes tickets based on the duration of care interruption for mental health patients.
Real voices
“It glitches, and errors, signs me out randomly during mid bookings, customer service is also the worst”
“I routinely wait a month and a half for a response to support tickets.”
“The therapist I was set up with through Talkspace doesn’t respond. Maybe he will reply after weeks, but when he does, it’s a useless, canned “And how does that make you feel?” reply.”
“she says “what do you want me to do” if I have to tell her what’s the point in seeing her!”
“They cancel almost indefiney everytime”
“I noticed that there is no customer support hotline to call for any issues or questions about the app or website.”
“The first therapist said “I know I’m not supposed to talk about this.” Then spent 45 minutes of a hour long session talking about politics. The next therapist canceled less than two hours before my session saying that she could not even take me on as a patient. That appointment had been booked for over three weeks and she didn’t tell me until right before it. I just had another therapist canceled on me saying that she was overbooked for the day of the session.”
“I can’t pick the therapist I want. All the appointment times are either at 8 am or 9-10pm. Talkspace has NO customer service. I’ve been having problems signing up with Talkspace so I called their ‘customer service’ several times. Their people keep telling me to go online.”
“the person I was matched with had zero experience in my realm, in fact she seemed like she barely knew what she was doing at all. When I asked her for clarity on her process she immediately got defensive and unmatched me so I could no longer review her.”
“the app will suddenly refresh my screen and everything I've typed is lost”
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