I dealt with similar challenges for mobile and web games that I have managed.
It really depends on where you are in the game lifecycle and the outsource team in question. If your game is in a well-understood genre and similar to popular hits or card/casino games, then the likelihood of an outsource team having enough background context to answer questions is much higher.
Even if your game is in a unique genre or has its own spin, you can mitigate the risk with outsourcing your Q&A by starting off small. For example, perhaps you outsource only Tier 1 level support to begin with or non-paying users only vs. whales (high paying customers). Based on the initial sample size of answers, you can assess the quality of your outsource team without compromising your game community.
If you would like to discuss this in further detail or review specific outsource Q&A teams, I am happy to discuss via Clarity.fm.
Answered 9 years ago