If at times it feels like Amazon is simply too big to compete with as an independent seller, then you are not alone. Amazon may hold all the cards, but that doesn't there's nothing you can you. Here's some fantastic advice on what you can do to make yourself competitive again.
Early on as a business, customer support isn't all that complicated. As your business grows, things become more complicated. A backlog builds and your SLAs suffer. These are the warning signs that you need a help desk.