It doesn’t seem that there’s been any progress on improving Intercom in the past 18 months, and I have to say that it sticks out because the rest of the Monzo app is so slick and friction-free. Intercom, on the other hand, always feels like a hassle to use. In no particular order, issue I have with it:
- As discussed above, the navigation is counterintuitive. Even after using it for months, I sometimes hit the wrong button and go back instead of getting out of the chat system, or vice-versa. Back often doesn’t take you where you’ve come from.
- Email replies don’t get inserted into the thread on the app
- New message notifications are inconsistent, and sometimes don’t take you to the chat, just to the transaction list with no new message indicator on the ‘Help’ tab
- It’s slow
- When inserting a screenshot, the Send button is overlaid, in white, onto the screenshot. Since there’s a lot of white in Monzo’s screens, the Send button is often difficult or impossible to see (the first time I tried to submit a screenshot, I couldn’t figure it out).
- Can’t copy text (or images)
- No way to have a transcript emailed, so basically no way to keep a record of a conversation
Overall, Intercom definitely feels bolted on, as opposed to a native part of the Monzo app, and it lets the rest of the excellent support (and app) down.
I realise there’s a lot going on at the moment (!), but am wondering if there are there still plans to improve the chat/support system in the app? Whether that’s an improved Intercom, or a Monzo-developed system, doesn’t matter to me. But it would be nice if it was as smooth and well-designed as the rest of the Monzo experience.