I think PM should maximize all the resources, Private Message, Tweet, Instagram, YT, But really utilize to maximum potential, and have dedicated personel in those areas, so that Response and resolution is swift, efficient, effective and on point, this was, perhaps fostering best reults that maybe win/win
YT, having where common issues, a Vid of what issues are, and how to fix, for most easy common issues that can help cut down on the back-log