I would beg to differ on that statement. I run a social media account for a rather big international company outside of Fiverr along with several colleagues. Here is the reality on some (if not most) people who work as a social media staff:
1.) Most of the time, there are less than 5 of us for one account or more dealing with the whole population of users who ask us questions and demanding answers for anything - even when we are just social media staff whose main task is to post content and engage in social media-related issues. Some of us don’t even use the product to give a meaningful assistance to said users. Some of us are also only specialized in either posting content or answering questions.
2.) Users like to bombard us with stupid questions; and even when we have informed them that we have no access to their account (we have an automated message with a list of FAQ to help them answer popular questions or to navigate their queries to the right department), they still spam our inbox to ask questions already answered in the FAQ.
3.) Our monthly pay is lower than flipping burgers at McDonalds. Yet, we answer queries on weekends or at ungodly hours - especially if the product’s website or app has bugs that 100% has nothing to do with us - because it reflects badly to the company if we don’t answer.
4.) We end up trying our best to help users solve their issues because the management doesn’t care about the feedbacks we gather from users and - surprise, surprise - CS never answered their questions in close to or more than a week.
5.) We are tired, burned out, and ignored. Worst of all, we don’t even have the power to help the users. At the end of the day, it is very understandable that we don’t want to deal with queries that are supposed to be CS’ jobs that people throw to us instead because CS is shorthanded and management doesn’t want to hire more people there.
6.) This is the biggest joke, perhaps: everytime we asked our superior for assistance in answering some queries regarding specific matters that we encounter on our social media, they told us to tell the customers to contact CS.
I agree that the social media staff shouldn’t engage that kind of questions - but with all due respect, saying “half the people running social media accounts (for every single company) are absolute morons” is not only extremely ignorant, but also offensive.