Its a suggession to hire few employes and give their email to users.
Instead of submitting a malware or virus through a web portal (which may or may not be bothered to be checked by symantec), submit the link or file through email to that person.
And that person can get tech support instantly and then reply back to the user.
This approach will require hiring of very few employees but in return will give better customer service and people will know whom to contact with in case of a threat related problem.
Interaction will be clear (and reputation will increase which is sliding down since 2 years) .