This week on the blog we’re publishing a series of posts all about our Scalers Team
Scalers work to help our Customer Operations team scale to support a billion customers, without having to just keep hiring more people. So it’s a cross-functional effort involving designers, engineers, analysts, and more!
1 COp per 100,000 users seems like an interesting idea. Is there not a possibility though that as you scale, the technology savings and app streamlining wont be enough to divert customers away from contacting customer support?
Monzo customers are younger and more tech-savyy. Therefore they need less of a support. Also Monzo has less of a services to support compared to High st. bank. Also Monzo doesn’t respond either. Their support model just doesn’t make you wait. You send them a message, they reply you eventually, you reply back to them eventually. Non-blocking support model. When it’s not an urgent matter I’m perfectly fine waiting for an hour or more.
What I find annoying about the support is that when Monzo replies, I get both app notification and email. Is this redundancy really needed? For me it doesn’t make sense sending an email as I can’t reply to chat agent from there anyway. Or I can?
yes you can reply via email as well which I think is a good idea, remember some people aren’t allowed to use thier phone while at work but have access to emails etc then you can still carry on with your issues via email
The long waiting time is not something solely recent but rather ongoing. I wrote down my waiting times in the Char with a human thread. The average comes from 8 conversations over a period of 32 weeks.