Kind of answered this above, but we’re experimenting with a number of things. It’s quite difficult right now to balance our support across Intercom and Monzo Chat while maintaining the same service (too many people on one platform will reduce our backlog there for example), so some of this is to do with which COps are on which platform.
We make use of different people’s specific skills so we can get back to as many people as quickly as possible.
We also make sure that we’re on the lookout for queries that need quicker responses than they’d currently get at the back of the queue - for example if someone’s in a tricky situation, like their card’s not working for example (and hasn’t marked their question as urgent themselves), we’ll make sure to get someone on the case asap, so they’re not stuck.