I run romanhaze.com - we sell eliquid for vaporizers. Support and questions are handed through email. We have a contact form and various internal bits will di

I run romanhaze.com - we sell eliquid for vaporizers. Support and questions are handed through email. We have a contact form and various internal bits will direct a customer there with preselected subjects (e.g. "Question for Order #n" ). I would never outsource it from the company, and want to have me and my co-founder primarily do it. It's the closest contact you have with users who are experiencing problems. If you're big enough, you're going to need dedicated support people, but I think founders should still have a grasp of what customers are asking you about.