This is a great and admirable move, maybe later you will need to hire staff, but you will know the users concern etc and you can train the next people, this is extremely valuab. Many companies go with live chat, horrible faq pages, email or phone support for the high value segment. Anyone would like to have some algorithm do as much work as possible, which is fine, especially for giant companies. However, the ones with the run off the mill Salesforce back office but no phone support(too expensive)are commiting a grave mistake in my opinion.

Most companies SOP/procedures get very complicated, unmaintainable, lots of link rot and high turn over rates for support staff makes sure that support quality will take a large hit sooner than later. Email cases often go between departments , always sitting in a waiting queue, and maybe the customer needs to reply as well, IE , resolution time is very long. The customers think it's automated bot emails, at best compounded template emails. It's not personal, people do not read or understand emails.

Often, a call can resolve a case or at least make ensure that the customers concern is well understood and the customer understood what it takes from his side. And guess what, they will feel like privileged, speaking to a human, this builds trust.

And nobody is saying you need a massive inbound call center or a third party provider.

Just at least try some outbound calls for difficult cases at least.