Well thank you John! Great way of sketching the situation and the problem here... And yet we might have a very effective and simple solution for this problem. I got my inspiration for this idea from the medical field where I am active, and itâs called triage.
What is triage?
Triage is the process of determining the priority of patients' treatments based on the severity of their condition. This way a fine balance can be found between supply and demand and when thereâs insufficient resources, they will be used much more efficient.
What does this have to do with bunq?
Well, it seems like bunq is trying to do some triage here by letting the customer decide how fast they will need an answer and how urgent their question is. However, this will probably only lead to problems, because itâs not the customer that should decide the urgence of their question. This is where a triage-employee (also known as the triagist) comes into play.
How it works
â¨The triagist will quickly scan an incoming question, and will categorize each and every question into a certain time window in which the customer will have to get a response from bunq. For instance, urgent questions (i.e. matters with scamming) will be treated within 2 hours and intermediate urgent questions (i.e. a lost card) within 6 hours and other questions (i.e. how to set your card limits) within 24-48 hours. This way, the more urgent matter will be seen by bunq much quicker (like an urgent patient in emergency department).
Asking customers how fast they want to be helped is not the right approach. A doctor will also not ask you when you want to be helped.
Let us know what you guys think about this idea, and maybe, just maybe, bunq can consider this idea. It has proven itself to be lifesaving in real life after all.