It’s become increasingly obvious that a lot of people (e.g. here) who have problems end up then coming to the community because they have assumed the chat feature is a ‘live chat’ one and thus expect an instant (or at least pretty immediate) response which the system isn’t set up for.
If Monzo were to tweak this feature, what would your ideas for improvement be?
For me, in the short term, I’d look to make it much clearer that the service isn’t ‘live’ and that wait times could be longer, possibly also building in some way of sending people towards emailing if they haven’t had a response within a certain number of hours.
In the longer term, I would like a redesign that made it appear less chat-like and more like a email/message service.
But what do you think?