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Online Retail Apps & Canned Respones - Which Apps?

I'm a bit overwhelmed with the number of applications available! I'm wondering if anyone could let me know what would be the best app(s) to go for, for our needs?

We're looking for a 'knowledge base' of canned responses we can hold to copy and paste to customers in our CRM software.

In addition, a procedures list for customer service agents so that they know how to respond to a particular request.

If any other online retailer has any apps they have found useful / helpful, I would really like to know which!

Thank you very much.

Jack Otton

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