In a recent post I noticed the following:
I wasn’t aware Monzo’s official support channel is suggesting, or sending, users to a community forum for help.
I guess it makes sense with a lot of recent posts. I wonder if it’s a new thing they’re doing?
Not going to lie, it does feel a bit wrong. They’re basically using us as free customer service advisors at this point 
(slightly tongue-in-cheek, slightly serious)
I’m pretty sure they’ve always done that, within certain circumstances. Largely bug reports and feature suggestions.
Oh I totally get it for feature suggestions. That seems like the perfect thing to direct to a community for.
And the post you’ve quoted is a bug report, so that’s both elements I’ve mentioned covered. 
Is a bug considered a feature request?
I think it looks more of an influx because all the threads get approved at the same time. Lots of them should just be deleted or direct the users to chat.
The new interface has brought more users too.
Answering indirectly, I’d say that the reason bug reports are directed to the community is because it helps speed up the gathering of information - from replies and upvotes, they can see how widespread a bug’s impact is and this helps fast-forward the troubleshooting.
Does the chat exist in the app at all? I’ve had a look around and I can’t seem to find any way to start a chat.
The only thing I can do is browse the FAQs or link to here.
Thanks
Although still not ideal, I think the discoverability of support has gotten a bit better recently. A while ago it really was the case that you needed quite a specific search term to get to chat or phone support.
Now I can search “contact”, “support”, “customer support”, or “chat” and the appropriate article for getting to chat support or phone support is at or near the top of the search results.
Unless your new to Monzo and you have a direct link to customer service for a whole month whilst people are getting used to the app (which is nice and they are quick at responding). But after my month of my new account being opened I’m sure I will have trouble finding the contact us link lol
You should create a new thread on here with these links, then we could bump it every day so new users see it.
If newbies could read, we wouldn’t have the threads in the first place
Then you’ve the issue of people coming here as mentioned by the app, to then just go and open a chat with the app, causing further unnecessary inbound.
Instesd of just approving all new posts, it could encourage people to search topics in a “did you mean any of these?” Type auto responses, as majority could just be resolved with some self help and patience.
Absolutely not 
100% make it easier and more clear to give information to what the customer is looking for.
Basically what I said.
It’s likely designed in a way of urgency.
Someone could be guided to find their statement (amount of times I seen this query at monzo) , but if they’ve multiple fraud or severe mental health, an option to talk should be easily visible in urgent situations.
The rest pushed through options to resolve what it is they’re trying to do (majority can be done themselves), until maybe 3-4 times, not 1 shot and there you go.
I know my place is reforming their telephony lines and nothing non urgent goes right to the bank of a queue with a prompt “you can do this on the app/via the website” instead of having to call.
While they can still get in touch, the simple stuff that can be done themselves but refuse to, sends them to the very back of the queue.
Yes make it easy for those in dire need, but those who refuse to help themselves, go through a few hoops just to learn a thing or two (in a positive way, not as a hard lesson).
Teaching the basics at one point could bring future self awareness to do things themselves again future - the gratitude from past customers having explained/provided guidance through the app to do something has been rewarding (unless they are wholly incapable, we are encouraged to not do processes over the phone that customers can do themselves), and it does work.
Looks to be unusually busy at the mo.
Must be the opening of the Joint account floodgates.
I suspect it’s actually the new design. We’re quite familiar with it but the non Fintech nerd user of Monzo (I have to accept we’re not all that way) is possibly trying to find answers about the change.
Well they already get the users to direct the research through new feature suggestions then implement them under Premium or Plus then charge you for the pleasure…
Not really, no. There have been many new features that anyone can get, for free.
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