Making it easier to get the help you need, faster

[jzw95]

@Hatticus

I realise it was only recently built, but it’s still inferior to the old Intercom system

@Hatticus

Still not sure why the decision was made to switch from Intercom in the first place

You may have liked it, but I felt Intercom was pretty awful overall! The single-thread chat is not about in-house vs Intercom, it was a design decision Monzo made (and I tend to agree with you, I personally prefer multiple threads). They could have designed the Monzo chat to be multi-threaded. But moving away from Intercom was definitely necessary, and I’m glad Monzo did. The chat is more integrated than it used to be, and they now have full control so can improve things as needed.

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…

[Owen8 (Owen)]

Hi @anon41842569 really interesting to read! Not sure if this is in the scope of this work but ‘help’ related; Are there any plans to change the 5 min cut off on the phone line as it feels a bit counterintuitive for the time-sensitive, serious issues you mention and not the best customer experience?

[don_quixote]

I do think the phone line needs to be fixed. Would you be able to share any info around the phone? I.e. how many calls time out before anyone answers, the total number that are solved via phone, etc.?