When you’re engaging with anyone online, rule #3 is “Be The Gatekeeper”
You should never be a roadblock. Give customers a clear path. Just being there isn’t enough. Communication has to go both ways. You now have access to incredible feedback you used to have to pay a lot of money for. Lead customers to where they need to be, and listen to what they have to say.
(if you missed it, see Rule #2: Address The Need)