Having engaging employees is always a tightrope walk. Most would want to do so in an ideal world but when you become very engaging, especially when you’re already short staffed, the flood gates can open and can easily become overwhelmed. Since most of the process is currently manual, I would think automation could help with some of their workload, or having a person dedicated to being the public liaison.
As far as reviews go it certainly doesn’t have to be video, using the normal stars and comments would be good too. Like anything else though, positive reviews just take time even if people like your product. Positive experiences you are lucky if 1 in 10 leave a rating, but negative experiences will be much more likely to do so. If your product is really exceptional though the positive reviews will certainly come given time.