How to automate communication with customers?

Question

Automation

The online store has grown dramatically in customers. There are instagram vk channels.
Employees do not have time to answer questions and because of this, loyalty and return are falling.
How to automate the communication process? In the comments and "PM"?
Maybe there are autoresponder services or analogues of the "open line" in Bitrix24
Maybe there are chat bots?

Answer 1

Here is the answer:

Employees do not have time to answer questions and because of this, loyalty and return are falling.

Create a knowledge base with an answer search form on the page of each product for this database and connect it to a "live" employee if the required answer to the question was not found in the database.
To select answers from the knowledge base, I recommend Stumper .