Chat and call times are changing

No you don’t, you just have to scroll down

They have been doin A/B testing on this - on some users help section it was removed completely

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I wonder if it was random or people who asked a lot of questions :joy:

It’s not A/B testing but Monzo are rolling out the change to everyone gradually

I agree with this.

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Ah last I saw from this thread it sounded like an A/B style test not a slow roll out

What bank provides you with bad customer service? Only my opinion but any time I’ve had to interact with a bank they’re generally available immediately and treat me very well…

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Have to agree - typically I haven’t experienced bad customer service from a bank; what I didn’t like were the excessive fees, which are slapped on anything and everything. When I was in debt after university, that cycle of ‘not quite having enough money, DD refused, getting a fee slapped on, not having enough money, not sure why because mini statement didn’t tell me what was pending’ was super frustrating.

That said, back then all my banking was done in branch; I’ve never tried to call a bank because I’ve always been concerned about wait times.

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After receiving completely wrong information by two different COPs at the weekend before being passed to a “specialist” who instantly answered my question correctly before passing me straight on to the complaints department because of the previous COPs, my question is: if you’re already in a chat with Monzo and realise you have a reply you hadn’t seen, can you reply to it in the “urgent” hoirs at nights?

I ask this because I didn’t realise the complaints team messaged me today until just now, I wanted to and have replied to it now at 10:45pm because I’ve just read it and it’s fresh in my head, however, should I have waited until the morning?

I know it seems like a funny question, just wandering what I’m supposed to do there?

I’d love to know how these messages are triaged in these times?

I also found it interesting that the complaints team used the words “as this is not a live chat, our responses won’t be immediate”. I’ve never seen that in chat before!

My take on this is that you / we should just message whenever is convenient for us. If Monzo chooses not to reply outside of certain hours, that’s really on them. And if they don’t want us to message between certain hours, they can turn off the ability to do that. (I’d really rather they didn’t though. I’d probably go elsewhere if they got too strict about it).

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I’ve now seen multiple threads on the forum of customers asking how they can contact Monzo. It seems Monzo have changed where you can find the contact/chat button in the app for some or maybe all of their customers.

Just seems silly to me, it’s like Monzo are purposely building in friction into the system to try and reduce customer contact numbers.

That’s crazy, that is exactly what attracted me to Monzo years ago. They were rallying against crappy organisations that purposefully made it difficult for their customers to get help.

For me this is symbolic, it’s represents a change in how I think of Monzo. I think it’s feable and cowardice to purposefully make it difficult for customers to be able to contact customer services.

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Don’t be so dramatic!

Encouraging users to self help, means that when you do need help, the queue is shorter.

People can still contact customer services and I’m sure many people are finding it themselves. But I bet there’s a link between people who can’t find chat and ask stupid questions because they don’t look for the answer themselves.

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I would treat it like email. Just because you send it out of hours, doesn’t mean they have to answer it. If you were emailing a company about an issue and you only saw the email late at night, you wouldn’t wait until morning to reply, you’d reply now and just expect the reply the next day.

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I know what you mean. Obviously me and you wouldn’t struggle to find it in the app still. And yes I imagine we don’t ask them stupid questions either because we are able to find out the answers ourselves.

But it’s not up to us to just write of other people because they ask stupid questions or struggle to figure out how they could contact customer service.

Monzo wants to become a huge bank with millions of customers, then unfortunately they are going to have to deal with silly customers. And hindering their ability to ask for help is only going to push these customers away

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I would love to have the data to see where people are going before and after this.

I expect a lot of people go straight to chat and they spend a lot of time pointing people towards the FAQs etc. People should be finding them themselves but they clearly aren’t and now they aren’t finding the chat first either.

Maybe there needs to be a very obvious chat option that is just a chat bot? You say “how do I close a pot?” and it directs you to an FAQ. You say “Nike charged me twice” and it tells you how long the wait is to talk to a person.

But there’s definitely been an increase in people who can’t find the chat, it’s not the toughest thing to find but maybe it’s a little too hidden now.

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This is how it works currently (for me at least):


EDIT: the options given aren’t shown here, only the option I selected, like “something else” etc.

I also raised a ticket and haven’t had a reply for 7 hours but didn’t get the message about wait time (Haven’t had a reply)

So I am curious whether this is more A\B testing

Your wait times are not an A/B test.

These times are exactly what we are tackling with other projects to help the majority of questions to be self-solved and free up human support for those questions that do need it. :slightly_smiling_face:

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I think the question was is it an A/B test that wait times were NOT given. Notwhether the wait time itself was a test.

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Yes sorry, wasn’t clear enough, the above is correct. I was asking why I wasn’t given a wait time at all.

Also, I have had a reply saying they don’t know android and that they will pass me to a non-ios colleague, but this will take 8 hours? Surely they can see which version of the app I am on and ideally know both OS