Please return the chat button to its original location

TwitNour

As the title states, the private matters chat is really hidden in my opinion. Since its new location many people have been opening together posts asking for personal help because they couldn't find it.

Just to help people out, you can chat privately with bunq by clicking here: https://go.bunq.com/link/support or email them at support@bunq.com

My suggestion: make the location of the chat more clear or return it to its position where it was. It was fine there :)

johannes

Nour You will always have the people asking on together instead of support, this was always the case.
I personally think the current way is really really ok:
You need help? Click on help and on "Ask a question". There you see some top questions that are frequently asked, if your question is not there click on "my question is not there" and then you see a little description about the difference between asking on together or privately

Tim-Indigo-Butterfly

Mee eens

TwitNour

Johannes 🇦🇺 I know when I want to be on together and I also know when I want to contact bunq personally. For me, talking to bunq personally now is a real maze. As you state, you have to tap multiple times before you reach it (while being a key thing within the app) and it is the total opposite of what bunq stands for, simple and without too many buttons. Thus, I don't agree with the new way being better than before.

Sander

Johannes 🇦🇺 and then you see a little description about the difference between asking on together or privately

This description I would argue could be improved. "Most questions are answered best on Together" doesn't really explain me that for private matters I should contact the chat.

We will always have people that will just continue tapping; I think another important factor here, next to reachability of the chat, is the workload of the support staff; when everyone goes just straight to support (because it might be too easy to reach) then bunq needs to spend quite some resources on the support employees while the community could also answer a lot of questions already. So there should be a nice balance; not too much in your face, but also not too hidden. 🙂

Nour The amount of people that need personal help has exploded ever since.

Considering that bunq is growing (or well, I assume, since they don't share numbers) that is not really weird. We will have more cases visible on the forum until mods redirect them. I don't that this can be blamed solely on the position of the button for private matters.

johannes

Nour You know it, yes, but you mentioned people who are asking on together instead of asking privately in support and this people will always exist.
They existed when the private support was linked right at the startpage of together and they existed when it was linked in profile.

That's what I tried to say here.

TwitNour

Johannes 🇦🇺 I also don't agree on that. The amount of people that need personal help has exploded ever since. I also believe bunq has seen a reduction of chat support messages (which is one of the reasons they changed the location, so some people will filter out by looking for answers on together first, but it just doesn't feel right).