I see your point here. There's no point to have a 24/7 customer support team if the game is not very popular and only receives bug reports every few days or so. I agree that the developer can handle this by allotting part of his time. On the other hand, the same solution is not applicable for extremely popular games like, say, Candy Crush.
But how would you know if you can still handle it in-house or it's time to outsource a company?
I agree. Not only that, but it may lead to bad PR considering how people are in social media these days.