I don’t mean when talking to a person, I meant in the help pages.
Saying “No this does not solve my problem” should prompt extra help, an alternative, a way to talk to a support, a suggestion of next steps, but it’s just a “Thanks”
13 Likes
Actual LOL.
People at Monzo don’t seem to be able to understand the “Help” pages are crap.
3 Likes
Or they don’t want to read or search appropriately to find the answers they need 
For OP:
The search used as noted at the bottom, and down the list was the card replacement option, so could have been dealt with from user end.
The replacement card article and flow is one I’ve used myself in the past, and it works great. I have no complaint with that, only praise.
However there has been at least one occasion where I searched for something, found a relevant article, and it didn’t help me. And when I said “This didn’t help”, the response was as @Revels says - “Okay!” and nothing else. No pointer to another article, no suggestion of a chat link, just a crashing dead end.
In my case I was trying to find out information I wanted to know about rather than a solution to a problem, so I just moved on with my life. But it wasn’t the best of experiences. With no further help articles to point to, this is where a “Still need help? Start a chat” button would be appropriate.
8 Likes
Second guessing what Monzo considers to be an ‘appropriate’ search for your query is half the problem.
Normal UX design principles would say that if people search and don’t find what they are looking for, it’s the search engine that’s the problem, not the person searching
8 Likes
No it couldn’t which is my point exactly 
I needed, in my case, the option after “order replacement card” to speak to CS about the issue but ended up having to find a totally different chat article which allowed me to then speak to CS at the end of it
As @Revels said earlier the option of “still needing help” being a link to chat would’ve been ideal
4 Likes
OP mentions Monzo Plus in one of their earlier posts, so I imagine their query may have been along the lines of wanting to make sure they’d get the right style of card as a replacement (assuming they may be a customer who stuck with the original Monzo card instead of changing it for a Plus card).
So as the OP let me clarify;
- Self Serve is great
- But there are times that this doesn’t cut it
- If you have tried self serve and the automated option doesn’t help and you’ve said no to “did it help resolve it” then it should offer the option to speak to someone
That’s all I would like to ask 
11 Likes
You may want to check with your Monzo colleagues.
I believe the option was removed for a lot of (most?) Monzo customers. I certainly don’t have this option on my account.
3 Likes
Many thoughts.
Be self serve should be the way forward. Admittedly the search could have expanded back end search data for further options coming up.
As for the broken faulty card, I agree somewhat, but majority of cases are no doubt lost or misplaced.
If fraud etc then the bank will replace for free on reviewing what’s occurred.
We could dispute the fact people don’t want to help themselves and prefer someone to hold their hand through it, but it’s just matter of opinion.
It’s a reasonable opinion, but reading some of your other posts, it doesn’t seem to be one which is shared by many of Monzo’s customers.
Speaking personally, I think if Monzo want to provide a banking service then they should concentrate a bit more on the service bit than they have been up to now.
I’ve said it for years here that people have different expectations from a bank than they do from an ISP for example. So what will do for an ISP isn’t the same as what will do for a bank.
5 Likes
But then there’s the opinion of a banking service, which is already provided.
If you’re referring to the help aspect, which a lot is openly available for customers to manage themselves, then it’s in addition to people not wanting to find the help, more wanting someone to just do it for them.
That, to me, is a different level of service, and that’s where my stance is.
Account takeovers, fraud, all of that, forms part of a banking service which must really be provided.
Say what? 
1 Like
Probably true (though somewhat surprising to hear a Monzo employee articulate the sentiment in this condescending manner), but that’s why banks provide a service. To help people use the bank. All people, not just the ones who have “common sense,” or who posses the inclination to work their way through various help articles.
6 Likes
Personal opinion, not those of Monzo or any other employer.
Some of these posts are going to go the way of your IBAN post I think.
3 Likes
Nothing happened with the IBAN moment bar me just removing it so people weren’t so confused why one could see and the others can’t.
Ah, the Twitter cliche. You know saying that won’t absolve you of any corporate responsibility if someone decides to take up your “views” with your employers, right?
1 Like
That’s a discussion I can have if it happens.
I don’t think having your own opinion is wrong, however it’s interpreted from the other side.
We are allowed to be human.
1 Like
Having pondered on my choice of words during my time off, I removed the comment.
Agreeably there is a line between my personal opinion and having a visible badge against my name here, those two shouldn’t be crossed.
I’ll leave it at that. 
6 Likes