The reason I started this thread was that Monzo appear now to have below average customer service, whilst also simultaneously pursuing a strategy (chat) that is unlike most of their competitors. It struck me that Monzo might benefit from trying to be a bit more conventional, and using phone/email a bit more
I also think that “chat” can be very inefficient if different members of staff keep needing to read back through the conversation, and if customers drip feed useful information across several different messages.
True, but I rather they read a chat log than a message from the previous CS agent which may not have captured everything. As for drip feeding information, I feel that is more user error than an issue with Monzo CS.
Again, brilliant point. I hate the numerous call menus, trying to get through to the right team, wasting time for someone to answer, or to get through and have someone say “I’ll get XXX to call you back”.
Also sick of companies having phone numbers which charge, or waiting on a call for someone to check something. I also lose signal on my way to and from work, not to mention not being able to take a call at work, so it’s handy to have a chat feature I can dip in and out of rather than call back and explain everything again because I’ve gone through a tunnel.
Whilst calling is not my preferred contact method it sometimes is necessary and a much faster way of resolving an ongoing issue or something more complex that requires investigation. It’s a shame this is not really an option with Monzo who require you to go back and forth in the chat which is only good for simple quick fix issues.
It’s been interesting in the last few weeks that other financial institutions have launched and directed me towards their new online chat option. Circumstantial evidence at best but it seems to suggest that the mainstream is still moving in Monzo’s direction which should probably discourage their movement back the other way.