Where is the chat?

[gt94sss2]

@N26throwaway

It’s just a method some companies use to test a new approach

Sadly, its not a test of a new approach.

Monzo have already decided to roll it out to everyone - it’s just a staged rollout.

Complaint stolen card

This is not an A/B test, we’re just rolling it out slowly because this is a large change. We are moving from chat to self-serve for the majority of cases (some will always require you to talk to a human because the case is too complex for a form), not testing the two at once. At the scale Monzo is now, if we turned anything on to 100% of users at once and it caused errors, we would risk causing large scale impact and support overload. As a result, we tend to start with a small launch and incre…