Hi everyone! We’re creating a video for social that answers a FAQ for our customers. We’re considering adding our customer service email at the end of the video for users to have another place to reach out but are concerned it will lead to potential email overload.
Have you tried this, and did the pros outweigh the cons?
+4I’d recommend keeping them on social if you can since that is the environment they’re on. An immediate extra step for a customer service issue may cause annoyance. Let them ask questions on that channels and have your team respond to all that they can. For things that need deeper conversations give an email or phone number, or even better offer to reach out to them - all depends on company customer service process.
Agree with this. If they’re able to, keep the dialogue on social, and have the people internally who typically handle these responses help you craft responses on social - whether that’s in the comments or DMs.
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