The biggest issue with this “customer service” is that it’s not coming from an official account. For all the end user knows, Emily could be another poster. Then there’s the added fuckery of when Leah comments, she’s either commenting off her personal FB or her public FB.
Dude. Just create new profiles with proper headshots, public profiles with “Emily from BARE” as the user so it’s consolidated and your blindsided customers actually feel like they’re getting customer service through one channel, without having to go through email and then FB.
Common sense 101