To streamline handling common customer inquiries, start by creating and updating a comprehensive knowledge base with FAQs and troubleshooting guides. Implement chatbots to handle routine questions, freeing up agents for complex issues. Regularly analyze inquiry data to identify trends and adjust resources accordingly. Train your team to efficiently use the knowledge base and handle high volumes with consistency. Ensuring clear SOPs and leveraging automation tools can significantly enhance efficiency and reduce response times.

If your company has automated responses- tailor these to your voice! Obviously keep things professional but add personality that is unique to the CSR sending these so customers are not frequently receiving the same phrases. Have a central place for information but also as an agent have a document you can use every day with quick reminders and prompts. FAQ pages are great, but if your customers are older, not computer savvy or rushing they will often miss these. Consider having a option to redirect to FAQ pages before webchats open. Don't bury these with legal and T&Cs. If it is avoidable- don't use an AI CSR. They only ever make customers more frustrated when things are not working or something as has already gone wrong with an order.