On any given week, Goodlife received over a hundred Facebook messages from current and potential members. This message volume fluctuates heavily, with messages often coming through on the weekend and outside of staffed hours. Responding to these messages can be challenging, as older and potentially more urgent enquiries get buried underneath the influx from the previous night or weekend.
Additionally, a large portion of these queries are repetitive. With many of the answers available on the website, it’s not an efficient use of staff members time to be regularly redirecting users to web pages within Messenger. The inability to triage and prioritise enquiries can also put a considerable strain on the customer service team. Ss every question still needs to be treated with the same amount of time, attention, and care as the last.