Thanks for the feedback 
Monzo Chat does have a lot of improved features and will help us scale but it is not perfect at all so I’ll feed this back 
The context behind this is that we’re moving away from having individual conversations and more of a timeline view with only one “stream” of chat messages. This ultimately makes it much easier to resolve complex queries as we’re not searching around between multiple chats, and also prevents any confusion or lost information 
I’d be curious to hear more about this point of view. Is this to say that the new hires are temporary? Or is the plan to have them there to support more customers ‘each’ as customer numbers grow and automation/efficiency improves?
Not at all 
What Beth means by over-hiring is we hire (or aim to) more people than we currently predict we would need to meet demand 
We do have some temps who cover back office tasks like BizOps (PIN recoveries, IDV submissions and of course Merchant Review Queen @anon87951654) and raising Mastercard Chargebacks.
Kinda - our goals are around 10 conversations per hour, which I think is probably a sensible average number and unlikely to change, certainly for the moment
Not to worry! And best of luck 
Still waiting for my job offer init 
Still waiting for your application, init 
Just wanted to follow up on chat behaviour!
Chats should drop out of personal queues after a period of inactivity, doesn’t seem to have been happening so this is being looked at.
Thanks for keeping an eye out and feeding back with Monzo Chat, really makes a difference 
To give more context on this one, thankfully it doesn’t appear to be having too much of an effect on customer satisfaction. There’s definitely a dip, but it’s surprisingly resistant.
We’re all looking forward to getting this back to a level we feel comfortable with, but these past couple of months have actually given us a chance to test one of our biggest assumptions - that first reply time had to be under an hour.
I’ve been doing a lot of qualitative analysis on this, and it appears this isn’t the case. First reply time is of lower importance to customers who say their message isn’t urgent, so I think this is why the score has been resistant.
Here’s CSAT over the past 6 months:
Out of curiosity, what’s the CSAT for urgent replies?
Or is this the CSAT for all replies?
Can I ask what would be a comfortable level for Monzo for a non urgent help chat from start to resolution? And how long do you think it will take to achieve that?
That’s CSAT for all queries together
Non urgent is slightly lower at the moment. 87% for the past month, whereas urgent is 92%
My biggest bug bare with the slow response times was due to the new Monzo chat not showing if you’d received the message. Now that there’s sent receipts and time stamps I’m happy to wait a few hours for a response if it’s non urgent.
Staff are always quick once they pick it up.
Sure thing!
We’ve set 2 hours as our internal target for the moment, but I’d be interested to hear your thoughts on this too
Pleased to hear the improvements to chat are coming quick!
I’d probably not want to wait more than 90 minutes for a regular chat - If there’s the option for an urgent chat there. It did worry me quite a bit that you reportedly seemed to be experimenting with removing the urgent option at a time of heightened need. If it goes, then i think you probably need to be looking at all responses within 30 minutes.
I reckon 2 hours is just about enough. No more then 20 mins for anything really urgent though
Is it first come first served, or do you use some sort of triaging to flag particular messages you feel are urgent so that they are dealt with more quickly?
I think this could be related to a bug we had a little while back.
If anyone started a chat from a joint account the urgent toggle wasn’t there, this is fixed now thankfully.
We haven’t actually experimented with the urgent toggle since the initial experiment to see if we wanted to implement it. Not to say we won’t in the future, but nothing at the moment
First come first served, but at the moment we do “sweep” the queues for things we think needs a quicker response than our current wait times
