I’ve also had some great dealings with HSBC. As someone who works night shifts, I have to sleep during the day, and after 12 hours coming home at 7:00am my bank is not my main thought, rather getting into bed ready for the next 12 hour shift that evening. I live chatted with HSBC during the early morning and waited less than 5 mins.
I’m not overly bothered by this, however I would seriously stop calling it live chat as for the most part it isn’t.
I also don’t think the answer to reducing silly questions is to make it harder for everyone to access chat because ultimately that also makes it more difficult for the non-silly questions. The answer is to make it easier to find the answers and/or realise you’re getting a ton of silly questions about one thing and rectify that issue individually.
In my line of work, this is really common. Some calls are utterly life or death emergencies, some are not and some aren’t even vaguely relevant calls. Two numbers are introduced to try and streamline, with urgent calls taking precedent.
This is kind of where Monzo were, asking if it’s urgent.
I also just have to accept though, that with so many people to service, inevitably some will still call and waste time. It’s a part of being a large organisation. It’s always going to be the case.
We don’t restrict those from calling, nor do we hide or make it less easy to call. Just take some on the chin, and try to generally educate people on when and what they can call for.
Monzo, I believe personally, should be going down this road. Other banks are absolutely catching up or running a mile ahead of them right now in terms of managing customer calls/issues/complaints and that personally makes me sad as someone who has shoved Monzo down everyone’s throat since the Mondo days!