When I worked at Dell we had a tool that enabled us to quickly and accurately type responses to support emails that contained standard answers and phrases. I forgot what the tool was called but I found 4 tools with similar functionality: http://www.keytext.com/ http://www.colorpilot.com/typepilot.html http://www.jitbit.com/autotext.aspx http://www.phraseexpress.com

We are trying out the first one.

In common for all these tools seems to be the ability to share the configuration over the network, allowing a group of people to give the same similar and professional answers to the same questions.

I highly recommend having a tool such as this or at least having an internal list of FAQs that the support team can copy and paste from to achieve coherent level of support in typed responses.