Just joined revolut and whilst the app is great the support behind it is pretty poor.
As a new customer I expected a welcome email showing me how to top up, order a card, validate myself etc. A link to the FAQ’s would have been nice too and a summary of fees and restrictions.
I received absolutely nothing.
I went on live chat at 6.25pm to ask a question and at 8pm it still hasn’t been acknowledged. I’m also a monzo user and their live chat is brilliant.
Some serious work needs to be done here in the customer journey and live chat needs to be live or changed into a messages system with an inbox and an eta on response times. A quick revamp of the page with top asked questions and even a newbie section would be useful.
Having chat as the first option will lead to a lot more queries which you are obviously struggling with. Perhaps onboarding new staff would help in the interim whilst you sort this out.
Without some very quick changes this market leading product will quickly get a bad reputation and customers well leave.
Interested in your response on this