An external team might answer the third message promptly. Unless that team can investigate the order or obtain a decision, the owner still ends up handling the complaint.
For a small business considering customer service outsourcing, that is a useful starting point. Decide which problems another team can solve, what authority it needs and when it must involve you. Staffing and software choices become easier once those boundaries are clear.
The aim is a service that works without the founder checking every conversation. Getting there takes more than an inbox login and a document describing the brand’s tone of voice.
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