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Comment by foobar2k | Hacker News Reader

James from Bugsnag here. We make sure to reply to people asap, we've set up Help Scout (https://www.helpscout.net) to manage the replies to these emails, so even if I'm out of the office, my co-founder can jump on and reply.

Our target is to reply within 10 minutes, unless we are asleep :)

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James, you're doing much better than me! I've been slipping on my reply times recently to up to 2 days which totally sucks.

One thing I started doing is taking an hour of zero-distraction time every morning to fire off responses to emails that come in to support.

Unfortunately we don't have anyone handling customer responses full time, but we're getting to where we should. Responses to emails are a blessing and a curse, but I wouldn't trade em for the world.

Chris from Vero here. This is the method we use. Essentially, setup a group mailbox that everyone can respond to.

I use chrish@getvero.com instead of chris@getvero.com to send the emails. 'chrish' goes to the entire team.

I remember seeing HelloFax do this way back in May 2012 (at least, as far as I can remember!) and it was very effective.

Ian from Segment.io here and +1, we've also just started using HelpScout to handle having lots of messages going to all four of us. It was the nicest solution we found for keeping the personal touch still, since they don't add weird support crap to your emails.

Also the graphs for response time as fun to monitor. Accidentally let one request go over night the other day and really messed up my average ;p

Thanks for mentioning Helpscout! Amazing product.

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