Should I also outsource online customer care?

No, when the reply is a booking, a complaint or a table change: that is answered by whoever is in the venue. The text of a piece can sit outside; the conversation with the person who will sit down cannot. Say which messages are about hours and menu, which can use a set line, and which need the floor. If nobody can answer on shift, the ad is surplus. An agency answers WhatsApp without knowing if a table is left. They confirm, and then the floor has to take it back. Carlota Fermín leaves the line the floor pastes, and the studio does not keep the chat. The figure we watch is messages answered by the venue, not by us.

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