Lots of great nuggets here. Connecting logging data to customer feedback seems especially worthwhile.
There was one line that really surprised me: "We personally respond to almost every one of [the messages], without using response templates." Is that a feature? I think you can sound fairly personal even while using templates, and they could save a lot of time (30 seconds saved per message * 20k messages per month = 1 full time employee).
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Lots of great nuggets here. Connecting logging data to customer feedback seems especially worthwhile.
There was one line that really surprised me: "We personally respond to almost every one of [the messages], without using response templates." Is that a feature? I think you can sound fairly personal even while using templates, and they could save a lot of time (30 seconds saved per message * 20k messages per month = 1 full time employee).