_Our long-term goal is to support 100,000 customers per COps agent. That’s a lot! By comparison, the average UK retail bank supports roughly 2,500 customers per agent - we aim to be 40 times more operationally efficient. We are still a long way from reaching our goal, currently supporting 5,000 customers per agent."
So a worse ratio that the average legacy bank? 
Monzo has better tech though, and less reasons for users to get in touch since they can do more things in the app where as with legacy banks you might be required to call, send a paper form or an email.
It’s short term, it’s better to catch up and over hire until we get this managed 
Then our scaling team can go back to dedicating far more time to making it easier for customers to solve things without getting in touch with us. Currently a few of them are directly helping us answer customer queries!
Very true, I’ve yet to have any need to contact Monzo about any banking needs as I can do everything in-app. Isn’t that what it’s all about 
The app used to give the names of real humans who were there available on the support side of things, but today when I click “chat with a human” I see no/one listed and my chat remains unanswered still after several hours.
Anyone know what’s happened?
Sounds like you’ve been migrated over to the new chat system, which looks a bit different to the old one.
The chat support guys are pretty swamped lately, so responses are quite slow, unfortunately 
I’m on the new chat and have been waiting for 27 hours for a response. Is there a problem with the new chat?
Response time-wise they’re the same as everything goes to the same queue at Monzo’s end. It just looks naff and doesn’t give you any feedback as to whether your message even went through.
You just have to keep waiting, I’m afraid.
The customer support team are really swamped at the moment, unfortunately. As @hdwrng mentioned, all chats go through to the same team at Monzo, whether they come from the old or new chat in our apps.
I can’t imagine having to juggle two chat platforms is helping though. Either all staff have access to both, or some staff are on one platform and some on another. Monzo may have a custom backend so it looks like one interface to staff, which would mitigate this; hopefully if they do it isn’t as barebones as the customer facing version.
Had a good experience this morning with a dispute query that was answered within 10 minutes. 
This is becoming a farce 
What a shocker 
That mess looks very familiar (every legacy bank) with new agents chiming in with no info whatsoever, rather than a clued up individual empowered to fix things ASAP.
Very poor indeed, nothing I hate more than someone taking over and not reading the conversation or any notes.
I’m so sorry about that @Antwan 
I’m going to pass this feedback on for you.
The being asked to reconfirm my email address would have annoyed me, too. It won’t enhance security and should be on file so why make you jump through that hoop? 
We are really sorry about this Obviously there were a few things here that didn’t go so well and we’ll be passing them back as @anon77734705 said 
We are really struggling at the moment but doing our best to pull through by getting as many people up to speed as we can 
If growth was a priority this quarter, I think getting support back on track should be priority next.
There’s been a fair number of posts I’ve seen on the community the last week or so with irritated customers at there wits’ end with slow response time. It’s such a shame, because Monzo’s support always used to be excellent.
Monzo have been open about the fact that getting support back on track is a priority right now, with a current emphasis on hiring and on-boarding new COps. Fingers crossed it won’t be too long before the new staff are up to speed. Though ISTR that they’re looking to hire up to the new year, so might be we have a month or so to get through first?
This reply from a Monzo staff member is relevant: Monzo Staff Weekly Q&A - James Clyburn (COps Activity Lead) 📈 - #19 by jamescly
I personally think the use of emoticons needs to be a considered a bit more. If i had received the message @Antwan had received, with the wave and sad face, I would actually have been quite annoyed. It is fine to use emoticons when the conversation is snappy and upbeat, but it can come across as quite patronising if you are in the process of making a complaint or trying to sort a tricky issue. Not sure how others feel?