I may be off base here, but you may want to consider figuring out how to optimize flow of work. Analyze common questions and where they came from in order iden

I may be off base here, but you may want to consider figuring out how to optimize flow of work. Analyze common questions and where they came from in order identify specific areas of training to provide to the CS rep, to determine how to restructure your engineering team to include 1st 2nd etc line support. Also think about replacing slack with a ticket based solution to support a more controlled flow of work, prioritisation etc (e.g. You may want to prioritise requests from high value client base). In way this is all a pretty old school way of figuring out how to scale an operation, improve left to right flow, and monitor metrics.