All totally fair points Dan. I guess my issue is that I don’t see what value a front-line COp adds to this process- all they’re essentially doing is gathering data upon which a decision is made.
I’ve written my thoughts in a slightly more in depth manner here
I’m hopeful that as part of Monzo’s push to reduce chat inbound, they will review things like this which require users to contact support.
It makes no sense to me that I have to go through the live chat to raise a limit. The user journey (in my view at least) should be this:
- I have a button on my limits page saying 'Request a temporary limit increase"
- I’m presented with a form where I fill out the details: How much, to who, why, what date etc
- I submit the form and upload a selfie with ID
- Ideally this is then automatically approved. If Monzo feel a human always needs to be involved, the COp now knows that they should have everything they need to make a decision without going back to the customer*. This should lead to a guarantee-able turn around time for these requests.
*Obviously there will always be cases where someone fills in “None of your business” or similar to the Why question, but that’s still a pretty clear reason to decline.