[nostromo]

Most people will take thoughtful typing with mis-spellings over a 'canned response' any day - especially younger users.

A bit more advice since you're abroad. If people ask, I wouldn't lie about your location. We had some customers who would ask Indian reps to pick an American name (lots of Bobs) - but sometimes people make chit-chat about weather and the like while waiting - and getting caught in a lie can destroy the company's reputation with the user.

[manoloe]

A great point. We have come across some situations where we are asked where the team lives, and we tell it like it is. Developers are pretty positive about us being both in Buenos Aires and in SF. I think the global community is a nice plus.

[cookiecaper]

It's usually pretty obvious when you're talking to a "real" Bob or a "fake" Bob. In my experience, the offshored agents are almost incapable of communicating successfully.