Week one: stop losing things
Days 1–2. Route every channel into one queue. Your support address, your website form, and any WhatsApp number a customer might use.
Day 3. Turn on automatic acknowledgement with a ticket number and an honest timeframe.
Days 4–5. Assign every existing open item to a named person. Not to the team — to a person.
Week two: get faster
Days 6–7. Write down the ten questions you answer most and turn them into canned replies.
Days 8–9. Turn the best five into knowledge-base articles and link them from your website and the acknowledgement email.
Day 10. Set one service target — first response within four working hours — and switch on escalation when it is missed.
What to leave until later
Departments beyond two. Complex automation. AI. Custom fields you cannot justify. Chat, unless somebody is genuinely available to answer it.
Every one of these is worth having eventually and every one of them makes adoption harder in the first fortnight.
What changes
Nothing dramatic on day fourteen. But six months later nobody will have lost an enquiry, any colleague will be able to cover any other, and you will know for the first time how long your customers actually wait.