The questions that actually matter come through DMs now and we keep missing them

Disclosure before I dive in, I work on software in this space. Not linking or anything, just want a real read from people who deal with this issue daily.

The thing we keep hearing: more and more of the real customer questions come through DMs and comment replies now, not the usual support channels, and there's no good system for catching them.

For anyone running brand socials, how are you handling that? And if you use a tool for it, what actually frustrates you about it?

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Bitter_Big4525•24 days ago•1

I’d start with one daily owner for the first pass, even if a tool is in the mix. The misses are usually the “not support, but still important” replies that need routing.

NegativeEngineer2805•23 days ago•1

The volume problem is real. DMs and comment replies feel manageable until you have a viral post and 300 questions come in overnight that the support team never sees.

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