It's really important to have a plan for this. We were not prepared and got blindsided and it took basically the whole teams effort for a couple of days before

It's really important to have a plan for this. We were not prepared and got blindsided and it took basically the whole teams effort for a couple of days before we systematized it. Here is a direct quote from the guy who set up and manages our customer service system "be meticulous but also efficient". The best platform we've used is "Front" also a YC company. Clean and super fast interface.