We recently lost a brand new member that had extensive issues with the AF App and Access Pass. Had we been looped in on the messaging that this member's issue was not quickly resolved and needed escalation within the support team, we could have offered the member a key fob so that they could access the club off staffed hours.
I'm sure most support issues are resolved with a single communication between the member and app support but for those that aren't, communication with the club is an important way for AF support to partner with us to provide the best level of service to our members.
This could be done with a check box where the member allows the conversation to be copied to the club email or a notification in the support email response letting the member know that the escalated issue will be shared with the club so that we can provide a 'suprisingly personal experience'.
