The non-verbal cues we normally share - our body language, gesture clusters, tone of voice, emotional health, etc. - this information was missing. Simply put, impersonal channels like email don't automatically include the information we needed to evaluate a request.
How do you use that in your organization?
The real question is, how do you scale this? How do you approach hundreds or thousands of customers with your request for a review? Who on earth has the time to speak to thousands of people, one-on-one? You do.