Brevity with Warmth
Customers are likely to ignore lengthy replies. Keep sentences and paragraphs short, and use multimedia resources like images, videos, or knowledge base links for concise yet informative responses. The goal is to answer their queries while making them feel heard but at the same time be respectful of their time and not expect them to spend more than a few minutes reading and understanding your answer.
If, however, certain solutions are unavoidably long - convery the message to the customer beforehand about the same and invite them to have a short call if that can speed up the process. On the other hand, if they are okay with a longer answer and not get on a call, then you can proceed. The key here is to clarify or potentially prepare the customer for a longer answer than to directly communicate first.