How do you take care of customer queries and what happens if you can’t answer a specific question?

When answering customer queries, we use the following system:
We reply to general requests (such as “Where can I find my invoice?) ourselves as a standard feature based on pre-formulated universal response texts.
For more specific requests (e.g. “How do I correctly insert the vacuum cleaner bag?”), there are two options:
For partly specific questions concerning the product or sale, you are welcome to send us you FAQs. We will use the information and phrasing for communication with the customer.
When it comes to highly specific questions concerning your product, we may consult you before replying or forward the query to you so the customer can receive the adequate information.
In no case do you need to book an external support service provider.