You operate a business that needs most, if not all, of your time. At start answering customers' questions might be an easy and quick task, but as the business grows, the workload increases. And finally you understand that you either do customer support or work on the business. This is where you consider creating a dedicated customer service department. With in-house option you'll have to do the hiring, training, quality check and other stuff all by yourself. With outsource option you can delegate these tasks, saving your previous time.