I run socials at a small consumer brand. We have Intercom set up on the website and proper email support, but probably 70% of actual customer questions and issues come through Instagram DMs or X replies. Story replies too sometimes. The team's been triaging this manually. I'm in IG/X all day anyway for my job, so I'm doubling as customer support and constantly switching apps. Things get missed. Recently a customer DMed us about a defective product and it sat for two days because I was on holid...