We create & use macros like they're going out of style! Our hope is that this helps us answer basic questions quickly and thoroughly. When new recurring questions arise, we create a new macro. We also try to keep updating them to make them more personal and to keep them from becoming outdated as our product changes.
Also, in many of our macros, we have it built in to be assigned to a higher-level user, so that if the canned response doesn't resolve the problem, then when more info is provided, it will be automatically escalated to the right person for faster attention.
Here's one of our macros called How To::Get Started that is used to help newbies who've just discovered Gigwalk.
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