Since Monzo are currently
rewriting the live chat system, I thought it would be a good time to suggest some improvements to the live chat system. Here’s some stuff I thought would be good additions:
Picture of the transaction appears in the chat when a transaction is reported to customer support - this would help both users and COps identify the transaction in question.
Giving nicknames to chats.
Pinning chats to top of list.
A message in the chat when the chat thread has been ended by a COp - this would help prevent chats being accidental ended by COps before issues are resolved.
What improvements would you like to see to the in-app chat?
The ability to archive or delete old chats and to choose contact preferences. I currently get an android notification, email and in app bubble every time I get a response, it’s like being spammed!
There have been various issues noted with the existing chat system (
Intercom) in the past, so would be good to see all of those that still remain addressed (click to see the full threads):
As a designer I get headaches when I have to get to my previous support conversation. Chat -> Chat with customer support should just take me to the conversations screen instead of taking me to a new chat screen. Think about it? How many extra support tickets you will avoid by building a bit of logic that determines if a user has an open conversation. In terms of UX it would be a lot more logical. I will post more good suggestions because your app could do with a bit of work.
Having today used the in-app chat I’ve found that it does not automatically scroll to the last message, you have to manually scroll to the bottom. Why is this?
The customer service however was 5 star.
This an others reasons is why I wish they’d support Apple Business Chat.
When the issue I’m asking about has been resolved, I like to say “thank you” — but I’m aware that reading and responding to this is a bit of a waste of COps’ time. It’d be good to have some sort of guidance about how to finish a chat, or possibly even a built-in way to say “thank you, all resolved” that isn’t going to waste anybody’s time.