@philanichade
I think it depends more on ticket complexity than store size.
If most questions are repetitive order status, shipping times, returns, FAQs first invest in a good help desk and some automation before hiring more people. That can eliminate a surprising number of tickets.
Once support starts taking several hours every day a dedicated VA is usually the next logical step. Its a relatively low-risk way to extend coverage while keeping costs under control.
only move to a full outsourced team or build an in house support department when the volume is consistent enough to justify it or when you need extended hours and multiple agents.
One thing that made the biggest difference for us was documenting common responses and creating clear SOPs early. Whether the work is done by a VA, an agency, or an employee having consistent processes makes onboarding much easier and keeps the customer experience consistent.