We have such a low CB ratio, that it is really not worrying us.
The thing is customer support. Period. Informative welcome emails are a BIG step to that as well as easy informative support links for your customers as well.
If a guy is blocked or just needs some help viewing a video, etc... We have 3 guys via email that will answer him within the hour.
It is all about good service and good content. No BS period.