Interesting suggestion, personally I feel it wouldn’t add much to the existing UX which is already great.
It would also mean cops may not be as efficient as they can’t work on more than one query at a time or put you on hold while they look something up.
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Thinking purely from a customer experience perspective.
I think this is the main issue - Monzo would probably have to hire & have quite a lot more COps available in order to give instant support. And although that would be nice, we’ve seen recently that it’s not really that beneficial if your query’s not urgent.
So yes it would be nice to have for users but I can’t see it happening unfortunately.
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Group support chats? Ten customers in a call with a support agent. All trying to help each other.
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You could use AI / predictive method to identify where video chat is needed that will ultimately optimise the time to serve overall. It could be something initiated only by the agent. Theres 100 different ways to bring this in.
Ultimately, i feel it will be a benefit all round.
There’s a shout!
I think Monzo may call users in some instances so yes, perhaps it could work if they initiated the video call.
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I think for Monzo one of the main advantages of text chat is that they can talk to multiple customers at once which they can’t do with video chat.
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It would never work, it would require dedicated 1 on 1 support and for them to sit there waiting for you to have the info they require while being unable to deal with any other customers.
I’d probably be more wary of a bank that would offer this kind of thing as the overhead could never be sustainable.
The current chat support is the best customer service experience I’ve ever had from a bank, as long as they can keep that level of support up I can’t see anyone exceeding it - adding video could only take away from their level of service in my opinion.
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I had a thought. If you were deaf it would be useful to have video chat. You could sign to a Monzo staff member who knew BSL. Accessibility goals.
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Group support chats? Ten customers in a call with a support agent. All trying to help each other.
Imagine having all the Trustpilot crew together on one call. I’d pay good money to see a recording of that.
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Different ppl different needs - what you dont like others will and vice versa. I think it should be an option.
A deaf person could just use Monzo Chat.
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If it was an emergency and you needed to use the emergency number then and there. It would be helpful for them. I only know because my friend needed to call up as she needed something as an emergency but she couldn’t and it took monzo chat over 15 minutes to get back to her.
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Monzo could note down people who were deaf and then give them Urgent Query priority on Monzo Chat.
I think it would be a shame to spend all that development time, maintenance time and the COp training time (enough COps would need to know BSL so that at least one is always working) on a video chat support feature, which doesn’t appear to do anything that can’t be done using Monzo Chat.
Just a thought I had since we were talking about video chat. If they were going to implement video chat which would be unlikely it would be a cool feature to have.
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As mentioned before I don’t think video chat is a sustainable way of storing data which is pretty strict under GDPR framework. Plus, I think COps had the flexibility to work from home/anywhere? Personally, I don’t think I’m always looking at my best when working from home!
The only video chat I regularly use is through Babylon to consult my GP. Although very innovative I don’t enjoy it very much for the same reasons stated above!
Barclays do it, maybe someone has some stats on usage etc
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