Discover’s Customer Service Adds In-App Messaging

Unlike traditional chats, you don't have to be connected the whole time or start over if your chat is interrupted.

Melissa LambarenaJune 2, 2017
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Discover is rolling out a new feature that it says will make online interactions with credit card customer service go more smoothly.

This summer, the company will add the capability for users to contact customer service agents directly through the Discover mobile app, which is available for Apple and Android devices. Those interactions work much like text messaging, rather than "session-based" chats.

With current customer service chats online, you first have to wait for an available agent. After the chat session starts, you must remain connected until your problem is resolved. If the chat is interrupted, you have to start a new session — usually with a different agent, meaning you go back to square one.

Under the new system, you can send a message through the app and an agent will respond within a few minutes, Discover says. You can then respond to the agent's messages as your schedule permits. Even if your thread gets passed to a new representative, the system gives all agents access to your messaging history, making it easy for them to pick up where you left off.

For example, if you have a question about the rewards on your Discover it® Cash Back, you can dash off a message and go about your day. Students with a Discover it® Student Cash Back card won't have to worry about missing class just to keep their chat session alive.

The new in-app messaging system will roll out in phases and replace the current live chat feature. It should be fully available by the end of the summer, Discover says.

Melissa Lambarena is a staff writer at NerdWallet, a personal finance website. Email: [email protected]. Twitter: @LissaLambarena.

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