How to improve work efficiency of the customer service?

It is no doubt that customer service is important for online business nowadays. So, when answer your customers' email, it is better to reply them in time and on time. But you can't prove you are online always. In other words, they can't get an answer in time. So, it is a problem. How to solve it? It is an important aspect to emerge a company's customer service.

Generally speaking, manual work is not suitable for this work, the best solution is the automatic work. Actually, at first, I think it is a same answer to all the questions. I believe most of customers will not like it, so do I. But it is not the truth, in fact, if you know something about help desk software, you will understand. It is just like a large data base. If the customer search a question and there is a similar question in the data base, the software will send a reply to the customer automatic. If not, the software will mark the question and waiting for the manual answer. After that, the software will record this activity in case.

Moreover, it can calculate the rate of questions and list which one is the most popular. Thus, you can list a FAQ accroding to it. Maybe you think it is a small aspect, but it affects a lot. Customers are the best ads, and they can bring a lot of other customers if they think your products are really good. It is much effective than any other ads. In a word, help desk software is helping you with your customers' email managment. If you need it, here:

http://www.phphelpdesk.org/
You will get more information.