Just had occasion to try and message Monzo support, and while I understood that non-urgent support is no longer 24/7, I thought I might at least be able to send a message now and pick up a response later tomorrow/today.
Except there’s no warning, there’s no nudge, just a message saying that the chat is closed and I should come back later.
Granted, in my case I can do this. But I’m suprised at having no option at all to send a message. Clearly I’m mistaken, but when chat hours were first reduced I thought there was still an allowance made for urgent support. Was I mistaken, or have things changed since?
My immediate thought was “What if I was reporting fraud/suspicious activity?” A delay in doing so would be a concern. I did susequently figure out that going through the ‘something wrong’ flow would probably account for this, but it’s not obvious. It took me a good several minutes to realise this when I’m not stressed with an urgent issue, I fear people who are under stress and go looking straight for chat may not get there so fast.
At the very least, I think the message should be improved to add “If you are concerned about a transaction, please use the ‘Something wrong?’ option from the transaction detail screen to report it and we will get back to you”, or something similar.
The proofreader in me is also twitching at the contractions in the message. “Chat’s currently closed” is at least acceptable, if inelegant. But “Our customer support team’s available from 7am…” is like nails on a blackboard and absolutely should have the contraction replaced with “team is”.
(I wasn’t sure where to put this, but ultimately decided on Monzo Chat over feedback because I’m discussing my experience as a whole and not just mentioning one votable thing.)
tl;dr, in writing, one should try and be more like Data.