Yes.
You need to fix the split between customer service and business development before any tool will help.
Why
The CS team's job is "answer fast, close the ticket" across WhatsApp, email, and phone — that's a shared inbox problem, not a pipeline problem. The BD team's job is "track a lead through stages over weeks" — that's a CRM problem. Stuffing both into one tool (which is what HubSpot or Salesforce reps will pitch you) means CS reps drown in pipeline fields they don't need and BD loses signal in a flood of "where's my order?" messages. At 10–50 inquiries/month the BD side is small enough that a light CRM is enough; the CS side is the bigger fire.
What you actually need
- Respond.io (from ~SGD 110/mo, Singapore-based) — unify WhatsApp, Instagram DM, and email into one shared inbox for the 3-person CS team, with assignment rules so two people don't reply to the same customer.
- Zoho Bigin (~SGD 9/user/mo) — for the 2-person BD team only. One pipeline: New → Qualified → Proposal → Closed. Don't give CS access; don't make them log calls there.
- A habit — the daily handoff tag — when CS spots an upsell or partnership signal in a customer chat, they tag it "BD-handoff" in Respond.io. BD checks that tag once a day. That's your only integration point.
Do this today
Start the Respond.io free trial at respond.io, connect your WhatsApp Business number and the shared CS email inbox, and invite your 3 CS reps. Set one assignment rule: round-robin to whoever is online. By tomorrow morning your CS team stops asking each other "did you reply to this one?" in Slack.
What to ignore
Skip HubSpot Service Hub + Sales Hub bundles (starts ~SGD 30/seat and climbs fast), Salesforce Service Cloud, and Freshdesk Omnichannel — all wildly over-spec'd for 30 touches/day across 3 people. Anyone trying to sell you a unified "CRM + helpdesk + marketing" suite at your volume is selling seats, not solving your handoff problem.
What doing nothing costs you
With 5 channels feeding 5 people and no shared inbox, you're double-replying to some customers and ghosting others — both quietly erode retention in a repeat-purchase pet business. The bigger cost is that BD-worthy signals buried in CS chats never get surfaced.
When to revisit this
When your BD team grows to 4+ people, or when CS volume crosses ~50 touches/day and Respond.io's inbox view stops fitting on one screen.