I worked at a (mostly retail) company that had us not only answer the emails about our app but had us answering emails for all customers, including processing r

I worked at a (mostly retail) company that had us not only answer the emails about our app but had us answering emails for all customers, including processing refunds and returns. At first it felt like a pretty huge waste of time, but it was a great way to get to know our customers better. Eventually our app team started just handling the app emails because the knowledge was a bit too specialized for the non app team members. Our team was small so we handled most of the product/management decisions on our own. It was a little annoying sometimes, but it was generally pretty awesome.