We started 2019 with 1.36 million customers. And now, over 3.6 million people are using Monzo, with more and more people going #FullMonzo. This means the challenge to provide fantastic and sustainable customer support is increasing. Last year, we automated the first few messages you get from us in chat, using machine learning to either: fix your problem straightaway, suggest help articles to point you in the right direction, or put you straight through to a person.
This has given us lots of useful data about what types of problems you have, the questions you ask the most, and which questions are best suited to automated responses. Using this information we’re working on some more improvements to the app, including:
- Making it easier for you to find help articles, and tell us if an article needs improving
- Showing you help content about specific features, at the time you need it
- Helping you report common problems in one go, instead of going back and forth on chat
Almost 20% of customer chats involve giving information that’s already in the app. We want that information to be clearer and easier to find, so we can help you faster. You can still always chat to us whenever you need to. And when you do, we’ll solve some problems faster by asking for information in one go, rather than back and forth conversations.
We’re making it easier for you to find help articles, and tell us if an article needs improving
We’re improving the organisation of help articles, to make it more intuitive to find the answers you need.
We’re also adding rating buttons so you can tell us when we need to make information clearer.
Get help when you need it, without having to go to the Help tab
Sometimes you’re in the middle of something, and need a little help. We’re going to make it easier to get quick answers related to specific features, without needing to go to the Help tab or chat to our team. Just tap the “Help” button to view help snippets without losing your place.
We’re going to make it easier for you to report issues, and help our team review your cases faster.
To save time, we’ll make it easier for you to report issues with payments directly in the app, without a back and forth conversation. We think you’ll get an answer about your issue much faster, as our team will have all the information they need to review your case quickly.
We think these changes will make it even easier to get the help you need, when you need it
We’re not replacing or reducing the number of people in our Customers Operations team (COps). In fact, we’re still growing our customer operations team throughout 2020. But we hope these improvements will help lots of people get their answers faster than they can now. Plus, it gives COps more time to focus on helping customers with more complicated and sensitive questions, as well as making sure our customer service is sustainable. You can still chat to us 24/7, if you need to.
We’ll share updates as we go, and let us know what you think in the comments.