You’ve heard of an air traffic controller, right? They’re the person that keeps all those airplanes in the sky flowing smoothly.
When your team is small, you’ll want to have someone who helps do the same thing for your support emails. They’ll be something like an email traffic controller.
In the morning, you’ll have a ton of emails in your support inbox from overnight. Some are going to need answers right away while others can wait for a moment. Things like someone being locked out of their account is way more important than someone with an idea they want to share.
Have someone who can triage your inbox and take care of the higher priority ones. It can be something as simple as assigning a label to them or putting those emails in their own queue. If you’ve got people on your team that specialize in certain emails, the same person can pass out emails to specific people. That way, if you have a billing person, the billing question gets sent over to them.
Just like an air traffic controller helps flights flow smoothly, your email controller can make sure those important emails get taken care of first.