Drop in boilerplate answers to common questions
You don't have time to answer the same question a hundred different ways. So get your team together, and draft a standard response.
In the old days, boilers were made out of gigantic sheets of lead, all about the same size, bolted together. You need boilerplate, to make sure you are giving the same answer to the same problem, over and over...without forgetting a key step, or garbling a key term.
So make up these standard responses, and store them in your customer support database, where each rep can easily grab them, and paste them into the email response.
In this way, once you have written your opening, you can pick the best boilerplate response, and drop that into the e-mail.
Resource:
E-mail responses to customers, chapter from Hot Text, Web Writing that Works (PDF, 995K, or about 18 minutes at 56K)
