When a shared inbox starts failing for a small SaaS
A small SaaS has about 150 users and handles customer support through a with labels. The support load is still light, at about 15 s a week, and only two people handle it. The problem is that both people have replied to the same customer at the same time, causing duplicate answers, and this has happened twice in one month.
The still mostly works, but it is starting to fail when of a message is unclear. The main question is whether support becomes worth it because of volume, team size, or repeated mistakes that affect customers.
Key points
- The has about 150 users.
- Support is handled in a with labels.
- Two people handle around 15 s per week.
- Duplicate customer replies happened twice in one month.
- The real warning sign is unclear , not just count.