Customer service staff can view the message list on the customer service workbench, and the system automatically displays different conversation states in groups, which are mainly divided into three groups: in progress, unreplied and ended. After the customer service staff selects the specific chat records, they can reply to the account's consultation information in the dialog box. For sessions accessed through email channels, customer service personnel can reply email data online.

In addition to replying text messages to acconts, customer service staff can also quickly send the company's netdisk files, images, videos and other information to accounts through the customer service workbench.

Customer service staff can quickly switch their online status on the customer service workbench to ensure that no conversations will be assigned to the customer service when they are offline, resulting in delayed message replies.

When serving accounts, sometimes the current customer service staff are not capable enough or their skills do not match. At this time, it is necessary for the customer service staff to transfer the conversation in a timely manner or invite experts to participate in the service process for collaborative processing of the service conversation. Currently, the collaboration capabilities supported by the online customer service of ShareCRM are as follows:

- Conversation transfer, customer service staff can perform session transfer on the customer service workbench.

- Invite experts, customer service staff can add experts to the group chat session during the session.

- Session private chat, during the group chat, if an internal conversation is required, the private chat function can be turned on, and this part of the conversation will not be displayed to accounts.

A practical customer service workbench can not only support simple conversational responses, but more importantly, how to empower customer service personnel to help customer service personnel provide services to customers more efficiently. ShareCRM customer service workbench supports the following auxiliary functions:

- Supports direct display of current customer basic information and related business information (such as work orders, orders, etc.), helping customer service staff to quickly grasp the account's situation and provide better services.

- Support citing the service knowledge repository to quickly find solutions to account's problems. It also supports one-click sending of knowledge repository data to accounts for viewing.

- Supports the quick reply function, which can maintain commonly used FAQs in the sidebar, quote answers to high-frequency questions with one click, and quickly reply to accounts.

In order to ensure the overall service quality, it is necessary to invite accounts to evaluate the service staff after the service is over.