One of the biggest problems I see with small customer support teams is a lack of coordination and accountability—which leads to finger-pointing, dropped balls and substandard customer outcomes.
A typical small business CS team will progress through this sequence of tool adoption:
A shared email inbox (because it's cheap and it works), but sucks.
then, they move onto something like a distribution group or collaborative inbox which offers some task organisation and management tools.
When that gets unwieldy, they'll finally move into something better and realise they should have done this from the start.
The state of the art for customer service team tools has evolved to multi-channel support and ticketing platforms—if you're still at 'shared inbox' stage, come talk to me and I'll set your customer service team straight.