In-app chat

[jzw95]

Unfortunately, the in-app chat is currently supplied by a third-party called Intercom, and it’s pretty clunky. This is yet another item in a list of annoyances. Here’s the things I’ve had problems with (click the to see the list):

Improved chat/support system

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. Bac…

The good news is that we should see an improved tool at some point next year.

Intercom issues

Sure - Intercom isn’t a long term solution for us A lot of our operations tools are already done on our own custom platform. We hope to move everything to that platform over the next year or so.