If they need more information, they will try to send tells or they will send you a message in the support desk where you made it (your mailbox icon will flash). When they have enough information they will usually just send a message in the support desk. They may also send an email response if the report wasn't done in the game itself.

If what they did was hurtful or rude like in the way you described, they probably will be warned or banned, depending on if they have done it before.

A lot of it may be copy and pasted, but you would do the same if you worked with a support desk and had to say the same sort of things all of the time. They deviate from what they pasted if it makes sense to so it's not a robot.