Customer Service tool working with email

[Tommypinball (Tom)]

Hello,

I think Monzo use the some customer support tool that Freetrade do? (Intercom?).

Freetrade’s one has an email option. So when I open a ticket, not only do I receive an email, but I can reply to the email too and it gets updated to the ticket in-app.

Any chance Monzo could do this? It’ll be much easier to deal with customer support when you need to write a detailed reply.

Thanks.

[glasgow]

Monzo got rid of their intercom solution a while back and built their own and it doesn’t seem to do emails just inapp notifications

[awjdean]

@Tommypinball

Any chance Monzo could do this? It’ll be much easier to deal with customer support when you need to write a detailed reply.

The ability to message Monzo Chat using Monzo Web would also fix this issue. You can vote for that feature here:

Monzo Web live chat

Seeing many people locked out of their app, frustrated that the phone is never answered and email is too slow… Would it be a good idea to add CS chat from within the app to web.monzo.com? This would cover those who have lost their card or phone allowing them to mark their enquiry as urgent too?

[Chalky (Daniel White)]

@glasgow

Monzo got rid of their intercom solution a while back and built their own and it doesn’t seem to do emails just inapp notifications

Not completely. Intercom is still used for e-mail based tickets, such as complaints.