BizOps is our internal support tooling. That’s where we see your support chats, etc
We aren’t planning to return to multiple message threads per user, as far as I’m aware!
The string above, I believe, relates to making it easier for users to flag multiple fraudulent payments or to recent changes on our end regarding how disputed transactions are handled. Something along those lines
Seems fair enough, but may I ask if you could do a quick bit of checking with your colleagues on the following two points?
It is acknowledged that some customers seem to end up with their chat in a queue that is not being serviced (possibly down to a split out of some chats for temp workers to address that we heard about recently) with no way for them to bump their chat back to life themselves
It is again acknowledged that not all support chats are being correctly closed by COps and that there is no way for customers to do that themselves and so start again with an urgent chat
That seems to be the two issues with Monzo Chat that seems keep coming up
This maybe attests to what a good job was made of rewriting it in the first place, but a change or two in Chat and/or BizOps could go a long way there
@simonb - Just to highlight this issue with Chats not being Closed off? I’ve had a Chat open from 04/07/2019 to 08/07/2019 where it actually advises me that ‘This Conversation has been Closed’ then right afterwards I got an automated message saying Welcome to Monzo Chat!, surely that is not needed? If Chats are not being closed off correctly, which @SouthseaOne implies and from my evidence in my Chat window shows this to be true.
I would have thought there are some rules (Internally) behind chats being Closed off everytime or are they scheduled to Close off automatically say after 24/36 hrs after no further communication from the customer?
My last chat didn’t get closed either despite there being a clear end to the discussion. The last couple of messages were similar to:
Me: “That’s great, thank you for looking into this for me” CS: “No problem, have a great day!”
Now when I open chat I just see a list of:
“You’re now chatting with Emma”
“You’re now chatting with Sam”
etc
So I’m just being passed from adviser to adviser, and nobody is communicating or closing the chat. I therefore don’t have the option for an urgent chat which is concerning
Right now, we automatically close chats after we’ve paused a chat and you haven’t replied for >2 days. We pause a chat anytime we’re done handling it (so there’s no pause/close distinction).
Yes, this means that you can’t open an urgent chat in those two days. But replying to an existing chat still has higher priority than a non-urgent new task. So we’ll still get to you.
It sounds like the particular case where you’ve waited 3 days for a case to close was because of a COp error. It should be closed now.
We’re working on a “do you still need help?” prompt that’ll let you close your case yourself.
Hi there, I’ve had a case resolved but I’m trying to request for help again but no response and I can’t get the autoresponse to come through because the chat hasn’t closed. Can you help please?