Most support teams keep two versions of every answer: the help center page customers can read, and the saved reply the team pastes into email. They start the same. Within a year they disagree.
One page, one question
The fix is dull and it works. Give each common question its own section with a plain heading, put the answer in the first sentence and the conditions after it. “You can change the delivery address until the order is packed” beats a paragraph that reaches the same point at the end.
Why it matters for drafts
Hollin quotes the passage it used. A passage that answers the question in its first sentence makes a short, checkable draft. A page that wanders makes a long draft that a person has to rewrite, which is slower than writing the reply from scratch.
Where to start
Open last month’s gaps report and pick the three topics with the most questions. Write one section for each. Next week, check whether those questions stopped arriving as handoffs.