I’ve been with Monzo since October 2016 and personally love the app and banking experience. I am also an investor and regular reader of the forum.
There is, however, one thing that I really do think has gone downhill. In app chat support.
Now this isn’t the usual ‘it takes too long to get a response’ complaint, personally I’ve always been happy with the response times.
My issue is with the new unified chat and switch off between multiple members of staff mid conversation.
I have an issue with Shared Tabs not working on my device at all, multiple reinstalls, downgraded to release version etc with no fix. What is bothering me is I’m trying to provide as much information as I can to Monzo to help them find and fix this bug.
Every time I do I get another person, another scripted response and a few times I’ve even been promised it will be escalated… Only for someone else to join the chat and promise they’ll escalate it… Hold on I thought you already had??
Promises from staff saying they’re going to look into it with no further update.
Long story short I think the multiple staff members chipping in, some obviously more trained than others, is really hurting the effectiveness of support. If it’s an ongoing issue it would be nice to have one or two members of staff sticking with it and providing timely updates. It would feel like real, personalised support without another agent needing to read through the notes. Similar to a case manager approach.
What do other people think? How has everyone else’s support experience been? Do you like the new ‘continuous single chat’ approach?