Fast support responses ⚡️


(Simon B) #1

It’s no secret that we had an issue for the last few months with high wait times. To solve this, we kicked off some cross-company efforts. Our internal product teams built new tools to help us manage the queues more efficiently, we had multiple power sessions where non-COps staff came and joined us on support for a few hours, and we managed to hire and train at a faster pace than we’d previously been able to so that we’d have enough staff, particularly around evenings and weekends.

There’s still work to do to maintain it with growth to ensure that we hire at the correct pace, and there’s some still some places where we’ll be continuing to hire a lot of staff. In Cardiff and soon in Las Vegas we’ll be expanding to a significant degree. And Xmas may still be somewhat challenging with the amount of people that’ll be away.

But I’m absolutely thrilled to show that these are the stats right now (on a Sunday no less!).
This is absolutely incredible, and it feels like the fog has really lifted. We’re literally back to being able to solve queries pretty much in real time and cleared the backlog. Also, the vast majority of all queries are now coming through Monzo Chat, our own custom built tool :raised_hands:t4:

There’s a lot of people that should be thanked, but our entire COps team deserve a huge round of applause, IMO, particularly the people that have been working huge queues in some difficult hours with fewer people on over the last few months :clap:


#2

Amazing! Congrats to Monzo & the COps team!

(what does the ‘38’ next to the missed calls mean? :o )


(Kieran) #3

38 missed calls? :stuck_out_tongue:


(Simon B) #4

It means there’s 38 missed calls in the log. However, that doesn’t necessarily mean 38 people need to be called back. Some may be multiples from the same user, and it’s since been resolved, they’ve just not been cleared from the queue yet. With some of the other sections now at 0, it frees up some COps to get that number down now too.


(Herp Derp) #5

You should make this as live webpage so we can all see it at any time and also post that link when responding to anyone on Trustpilot that says no one responds.


#6

Great to see that the response times are lower and mad love to everyone who has achieved this.

What’s IDV?


(Simon B) #7

We have a separate initiative in the works that will solve the TrustPilot thing :slight_smile:


(Simon B) #8

ID verification. The vast majority of signups will pass this stage automatically, a small minority have to be manually reviewed.


(Herp Derp) #9

Can we have a live webpage though?


(#savetheseabass) #10

Wouldn’t that just be creating a stick to beat COps with if it creeps up over holiday times? You get that info on waiting time if you start a chat


(Herp Derp) #11

Not really, all that would need to be done is a note written saying during holiday period wait times will be higher than normal or something like that.


#12

And maybe something saying how many COps are currently active.


(Matt C) #13

Yeah, there is transparency and there is transparency. I don’t think we should be seeing stuff like that in real time, especially as we wouldn’t always know if there was a reason for a sudden peak of activity or not. I applaud how honest Monzo have been, but I would rather they work on features other than allowing us to see specific numbers of who is at what status for in-app chat.


(Jai Sullivan) #14

Great work Monzo, so good to see! :monzo:


#15

I’d actually quite like to see that chart live too - and you never know it might actually spread the load. If it wasn’t urgent and there was a long wait time I might not start my chat until later :wink:


(Herp Derp) #16

Doesn’t have to show everything, maybe just an average for that hour?


(Matt C) #17

Well the in-app chat is going to have more accurate timings within it soon. I don’t understand why we need to know any more than that?


#18

I am not in favour of a live customer facing board.

I have full trust that the correct accountability and management is in place.

As an employee I would absolutely hate to have the extra pressure of my work being so publically displayed.

I don’t see the benefit to the customer (and am not sure there is one) outweighing the mental health effect on the employee.

Having status times in app is in progress, and as a user raising an issue that is all you need.

Well done to all COps for getting through what must have been a really rough and pressurised time, hopefully hiring has now caught up with scaling to mean you don’t have to go through it again. :clap:


Why we made a mistake with customer support (and how we fixed it)
#19

Well done. A noticeable difference in recent days.


#20

I think the reason that the live board was asked for wasn’t even particularly constructive either? Seemed more like a stick to beat unhappy customers with so they stay silent.

“so you can send it to people on trust pilot who aren’t being answered”

That isn’t their problem though is it? If you run a business it’s your duty to give good service - doesn’t matter to the customer if it’s a busy season.

On top of making the customer more aware of how long it’ll take, what exact benefit does it give? That could just be built into the chat when you go to create a new issue