From BL Ochman comes this;
Don’t whine about how expensive it is to hire humans to answer customer emails. If it weren’t for customers, you wouldn’t need to come to work.
Source: BL Ochman
Having spent 10 years building simple websites for small businesses like auto junkyards, I can tell you that the successful ones answer their emails as soon as possible. I have mentioned this before, like in the last century.
The PR flacks/marketing gurus and the Social Media Cheerleaders forget this. Most folks don’t want discussions, they want to swap money for stuff.