Hi @Sonn3rs and @NamesKieran!
So glad to hear that you enjoy the current customer support experience My name is Emma and I manage the customer support team. Customer support is always going to be a central focus to Monzo. A great app can only get you so far, giving our customers and community the best service is one way we feel that we can differentiate from competitors and set a precedent in the industry. Customer support is also a great way for us to learn about what our customers want, any bugs in the app and any challenging user experiences.
Bots are a subject that often come up when speaking about scaling a customer support team. There are a number of pros and cons that come with using this type of technology. One thing that I really look for in new hires is their ability to pick up the Monzo tone of voice and empathise with customer. I think tone of voice is something that really differentiates our customer support and something that would be challenging for a bot to emulate. For that reason, we don’t plan on replacing our team with bots as we grow. We have done some research into a hybrid model, but it isn’t something we are looking at implementing in the near future.
Since I started in at Monzo in March our customer base has had amazing growth, but our customer support queries have not grown at any where near the same rate. I think this is testament to @ole and @tristan on the product team taking on board all the feedback we give them on a weekly basis and really designing the product roadmap to reflect our customer’s needs and wishes. What is most critical as we grow to to maintain this strong feedback loop between the two teams as it will impact the volume of queries. That being said, we will be growing specialist areas in the support team, especially with the new demands of the current account. We can’t ignore the fact that there is always the chance of a bug or outage that will create spikes in demand. One way we have managed with these issues in the past is that everyone on the Monzo team is trained on our customer support tools so that we can ask for help when things get busy.
I would love to hear any feedback or recommendations on how you would like to see the service grow!