I run www.nusii.com and we are still quite small and we handle Customer feedback ourselves. Se use it to get to know our customers. We have some saved replies we use over and over again, and we link to tutorials where we can. I think we take 30/45 minutes a day to do customer feedback.
I must say, great customer service helps churn a lot. Helping them out actually makes them a happier customer and it is a great moment to start a good relation. See it as a opportunity and don't outsource it too soon!
I must say, great customer service helps churn a lot. Helping them out actually makes them a happier customer and it is a great moment to start a good relation. See it as a opportunity and don't outsource it too soon!