All the questions and responses contribute to a valuable library of searchable information. You need never answer the same question twice.
Also, we hope to reduce the number of repeated questions by providing you with a Public Dislosure Log to plug into your website. This way applicants find their answers to previously answewreed questions by searching for themselves. You might consider this less of a customer service. However, it as its place and is certainly the quickest route to an answer out of hours and still oferes the applicant the opportunity to sned in an Information Request.
As an example, please see this page from City of Edinburgh.