Program Develops New FAQs for Customer Service

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E-commerce services firm Software911 last week announced the upgrade of its eService Portals system, which helps Internet marketers turn customer service calls and e-mails into a diverse and cost- and time- effective customer relationship management tool.

EService tracks and routes e-mail inquiries to appropriate customer service representatives and sends the answers to be processed for future application to the FAQ database. This feature, the San Jose company said, will save e-businesses money because they will be able to staff less personnel to respond to the queries. The enhanced version of the system also ranks frequently asked questions for retrieval in order of usefulness.

The price of the system was not disclosed. The program can be purchased at, starting with basic modules unless the customer wishes to buy enhanced features for the customer service system.

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