It seems that Talkspace’s booking system needs an update

Caption of a therapy session.
Photo: Jty33

Insight nr. Ⅰ
The topic “scheduling” occurred in 4% of the reviews and has an average grade of 2,36 / 5. It was mentioned that on several occasions, some had been charged, even though they had canceled their appointment or account/subscription. This still happened,  when the therapist or counselor had agreed to it.

Insight nr. Ⅱ
The topic “texts” has an average grade of 2,78 / 5 and occurred in 4% of the reviews. It was mentioned that push notifications had been unreliable, and sometimes not being sent. It also seems that in some cases, when messages failed to deliver, there’s no notification for this either.

Insight nr. Ⅲ
The topic “availability” occurred in 6% of the reviews and has an average grade of 2,03 / 5. Some complained that the response time is too long. It seems that in some cases, therapists hadn’t replied back to their clients for days.

Conclusion and suggestions

Based on the insights in our analysis, Talkspace should create a more reliable system for cancelations and confirmations that will ensure clients that they will not be charged. Currently, people are getting stressed out having to pay for a service they’d canceled. Also, they need to find a way to improve the response time and improve notifications.

The research team at Gavagai performed this analysis using our AI-powered text analysis tool, Gavagai Explorer. All texts analyzed in this article are collected from public online data published on the Appstore.

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