Customers love personal care, they do not just want to be a number in the system. With personal salutation in inquiries, your answer looks much more personal than if your salutation just is "Hello".
Even worse it becomes when you do not have a salutation at all. That is just unfriendly.
With this module the appropriate salutation get inserted automatically. Salutations can be defined for multiple languages. If a language is not defined, it will use the defined fallback language.