And it’s not just that legacy banks are catching up but how helpful other traditional providers of products are.
For instance, I just noticed today that even Aqua now have a chat functionality in their app and they helpfully display this message when I tested it.
This explains clearly what the service they provide is etc via this option
On the other hand, if I find the chat functionality (by searching for it) in Monzo, I receive this message:
When Monzo reduced their chat hours, they stated it would still be open for urgent issues but they didn’t ask if I had an urgent issue so they could triage the request, I just got that message saying go away and come back later.
Which do you think looks more helpful and informative? I know which does to me.