how do you guys handle customer support with a 2 person team?
me and my cofounder split support between building. around 300 customers now and the shared gmail inbox is falling apart. two of us answered the same guy yesterday and another ticket sat for four days. at what point did you add a real process or a tool for this?
Shared inbox worked for us until about month six. Then follow ups killed it. Nobody knew who owned what, so customers just chased whoever replied first.
Shared inboxes break exactly like this. Two things fixed it for us before any tool: one owner per conversation, so whoever replies first owns it to the end. And a 15 minute daily sweep where someone claims every unanswered thread. Also write your top ten answers down somewhere shared. Half our volume was the same six questions.