Mind Readers
Sure, Miss Cleo could always tell who was a Libra and who was pregnant just by talking to them on the phone, and that guy on America's Got Talent knew what each judge was drawing even while blindfolded, but your customers aren't mind readers. Contrary to popular belief, they haven't taken time out of their days to call in or write to the online help desk seeking information they already know.
What are we getting it? Well, it may be common sense, but it's also an important reminder that customers must be kept apprised of any news, updates, policy changes or convenient new tools your company is offering. And since we're fairly certain at least 99% of the population has not yet evolved with telepathic powers, we recommend utilizing your customer support team and tools to do the trick.