Maybe just do the video like what they asked for, so we can all make the assessment, instead of turning it into a greasy sales pitch. Not going to lie, this response put me off completely.
Direct contact introduces social pressure into what was previously a hands off window-shopping/product evaluation experience. If a person is expressly looking for a sales contact for 1-to-1 demos (e.g. after filling out a contact form), then that may be ok, but outside of that it certainly comes across pretty greasy.
The original comment was product & marketing feedback in general (suggestion to improve onboarding for all visitors), not a direct request for info solely for themselves. Replying with an offer of solving for them individually isn't in line with the intent of the original comment: it comes across as ignoring product feedback.
Fair enough the second reply stated the 1-to-1 demo would be quicker than creating a video, but the first reply gave no indication they'd take on board the video suggestion at all.
> They've clearly built the product to be a low touch experience
What makes you say that? If it was as clearly low touch as you say this thread would not exist.