I’ve just come across this story -
which has a few more interesting results in it, which feed into the discussion about bots & how Monzo manages it’s customer service -
More than four in five (83%) believe speaking with a person will always be an important part of the customer service equation.
(Shouldn’t be a problem, I’m sure Monzo will always have phone support), particularly because -
As customer service requests become complex, reliance on human interaction increases. More than a third of customers prefer to go in-store (34%) for complex enquiries, while another third prefer to connect by phone (33%).
In terms of preferred digital customer service channels, 22% of consumers want access to an online account … and 9% cited that they prefer to connect using mobile apps.
I expect the favorability of mobile apps will increase as tools like Intercom become more deeply integrated into apps (push notifications with new messages ftw).
And lastly, this is useful context for any future Monzo customer satisfaction surveys -
A quarter of respondents would give a positive review, and almost a fifth (18%) would renew products or services, even if they aren’t the least expensive option. This compares to 21% of those who would write a positive review and just 13% who would renew products or services following good customer service on digital channels.
It’s also worth noting the implications of the 4 in 5 humans prefer humans to bots response for Atom since -
though the quality of support that the bot is able to provide will obviously be a big factor in overall satisfaction.