This usually works when you have been dealing with pretty much the same issue (e.g. refund request) historically. The goal with canned responses is to get customer information as quickly as possible. Example:
| Q: |
I'd like to retrieve my password. Can you help?
To retrieve your password, simply go to https://www.website.com/forgot-password, and follow the on-screen instructions.
And the other - individual scenarios where issues are unique. Oftentimes, this takes time to resolve or close, as for example when Customer A's account has been accessed by an unathorised user.
What other approaches can you share?