p5gal5 - 6:38 pm on Feb 1, 2013 (gmt 0)
We're not large by any means, but I worked as a CSR for a huge (non ecommerce) company in a previous life and I would recommend a couple things:
1. Change your "receipt" email to give an auto-response that it is unmonitored and to visit www.acmewidgets.com/faq for answers to common questions. Make sure your customer service contact info is on the FAQ in case their inquiry isn't answered...but perhaps don't include it in the auto-response.
2. Create a warchest of prepared responses. Make templates for common inquiries where you simply insert/replace whatever is applicable for that customer/enduser. In Outlook, you can set these up as a "signature" and just insert whichever one(s) best-fit the scenario.