We launched a new product and there’s been some challenges, so it’s no surprise we’re seeing comments about it on our social media posts (often ones that are unrelated to the product).
Usually I have pretty good luck asking them to take the conversation to DM so I can get their email and other private contact info so I can have our customer success team reach out. But recently, people just want to keep complaining in public and try to give me that information on comments.
One hypothesis I have is that they don’t know what a DM is, so I’ve changed to saying direct message. But wondering if maybe that’s too confusing.
Anyone have experience and thoughts on this?
