No, and we’re super grateful for this 
The beauty of the urgent selector is that customers get to decide for themselves how urgent their query is. We’re not in the business of judging customers, so when a customer marks their conversation as urgent, we aim to get a first reply out within three minutes of you hitting send. At the moment around a quarter of conversations are marked as urgent.
Skipped these the first time round 
One of the foundational beliefs with COps at Monzo is that being bumped around different teams is a really bad experience. So we are aiming to get to a point where everyone is a specialist. However, that means there are two different types of specialists - people who specialise in one thing really deeply, and know everything there is to know about it; and people who know a lot about a little, and can still resolve ~95% of customer queries because of this.
This is the opportunity Monzo have to be totally different from almost any other financial organisation - it makes so much more sense to have a global customer operations team, who can help anyone, no matter where their account is based. If we’re overwhelmed in the UK, but our team in Australia has capacity, our Australia team should be able to help UK customers, for example.
Sometimes the simplest solution is the best
build more houses
This has been fun! I’ll dip in a little later if there’s anything else!
You can always reach out to our heroic COps team through the help tab of the app, which is also where you’ll see our super exciting new help section.
I’ll be handing in my badge and gun at the end of the day, for daring to offend the cat cabal which runs this community 
Thanks @samw really interesting to read your responses. I hope the tea and biscuits went down a treat! 
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Think it’s the pineapple on pizza gang you should be most fearful of 
Thank you, that was fun and informative
Yes. Although rent reforms will make purchasing a house less important, rental policies as they stand are the biggest reasons for owing a house for me.
Can we get a button for “seriously, no rush, take your time, just a query” please?
This was brilliant again 
and makes me question my choice of career as I find this topic fascinating
Just on this, you briefly touched above about managing scale but what issues do you envisage when you have millions of customers? How will you still provide the excellent customer service you deliver?
Secondly, how many people telephone compared to in app chat? And are telephone calls prioritised over in app chat? And what’s the average time to answer telephone calls compared to in app chat?
Thanks in advance
Edit: I’ve just seen this blog post which explains much of what I’m asking
That’s very kind! I’ll take that as an excuse to plug this video where I chatted about similar things 
Really glad you find this interesting https://www.youtube.com/watch?v=MPLDe4iKUHk&t=1s
For a customer, nothing should change - it should still feel like you can get in touch whenever you need us. The way we hope to manage this though, is by reducing the number of times that you actually do need to contact us. After all, the best kind of customer support is never needing to contact it.
We take calls really seriously, but we firmly believe that we can offer the best possible support through in-app chat. There’s a great Q&A here with Fred, who runs our calls team.
Fewer than 5% of our support interactions are by phone, but obviously calls are slightly different; you are more likely to get an immediate pickup, but it likely takes up more of a customer’s time, because the COp will need to research it live. The amazing thing about live chat is that you can do other things while you’re waiting for us to get back.
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