I See You Are Looking for Customer Service Dispatch Again

Customer service agents answer to a broad range of queries – but thankfully, almost questions aren't unheard of. Agents don't need to reinvent the bicycle for every question virtually pricing, software set up up, troubleshooting, or whatever other common problem. Instead, they tin use customer service email templates to cut response times and provide consequent service.

But, edifice a library of templates that is both effective and hands modifiable takes time in itself. That's why nosotros wrote these customer service email templates for you, based on 15 different scenarios, so yous can cull and tailor them as needed.

Beginning, hither'due south some advice on how to write customer service emails

Every great act of customer service has a few cardinal things in common. Before responding to customers via any channel, make sure you've:

• Understood what they're saying. Hold off on replying until yous've carefully read what the client wrote. Practice they accept an issue or a question? Are they frustrated or concerned? Exist sure to empathise what they're saying and where they're coming from. Sometimes this might mean reading betwixt the lines and intuiting bug not specifically documented.

• Empathized with their situation. This can often be hard to exercise when reading aggressive (or passive-aggressive) messages. But offering first-class service means taking a stride back and putting yourself in your client's shoes. They may not e'er be right, simply this approach will assistance yous address customers genuinely — and they'll remember that.

• Gathered all the information you lot need. Mark Twain once famously said, "'Information technology ain't what yous don't know that gets yous into trouble. Information technology'due south what you lot know for sure that just ain't then." Make sure y'all fully understand the situation before hit "send." For example, if a customer is having a problem with a new feature you haven't learned yet, consult a product skillful on your team to go the rundown.

• If you can't empathize or need more info, ask. You don't have to ever reply with an answer, you can likewise reply with a question. If you don't fully empathise what the customer is asking or if you need their information to check the issue, tell them – it'south better than guessing and getting it incorrect.

This advice will help you create effective responses. Some other tips for customer service:

• Address your customer past name
• Await up the client'south role in their visitor, if needed, to respond with the right data
• Be friendly, but measured
• Include links and references (if appropriate)
• Follow upwards on your initial response

If these seem like a lot, don't worry – that's what templates are for. By customizing the ready-made text, you can both achieve a personalized approach while reducing the burden of finding the correct words from scratch. Here are our customer service e-mail templates.

15 samples of customer service email templates

The client service electronic mail templates below contain guidelines on tone and structure appropriate for different scenarios. Any words included in brackets are placeholder text you can replace with what makes sense for your business organization (or remove altogether if it doesn't employ to yous). Whenever yous see these symbols { } information technology means you should add a link over that text.

Also, nosotros have included ideas for discipline lines where appropriate. Continue in mind that writing subject lines that'll make people click is a scientific discipline that often requires some testing, just you tin can draw ideas from our examples below.

Check out our list of 15 proven customer service email templates:

• Responding to a frustrated customer who churned
• Responding to a customer who churned on good terms
• Responding to a frustrated customer who's asking for a resolution
• Responding to a client complaint
• Providing the answer to a customer issue or query
• Following up with a client e-mail
• Onboarding email to new customers
• Informing a customer about a renewal opportunity
• Informing a customer well-nigh their contract having expired
• Checking in with a new customer
• Thanking a customer for positive feedback
• Request for customer feedback on a purchase
• Requesting a client fill out a CSAT
• Refusing a discount request
• Exploring the possibility of content collaboration

Responding to a frustrated customer who churned (amends)

Mistakes happen, and sincerely apologizing to a client after an inconvenience is a smashing way to maintain a human relationship while acknowledging their frustration.

These emails should show empathy and understanding while remaining respectful and honest.

How-do-you-do [Customer name],

Thank you for reaching out. Satisfying our customers is very important to usa and I'm sorry we couldn't meet your requirements. I fully respect your conclusion and tin only repent for any issues your business experienced.

[I've arranged for a refund and asked our account direction team to have care of whatsoever paperwork necessary.]

Should y'all change your heed, I'll exist here to help you any style I can.

Accept care,

[Your proper noun]

Responding to a client who churned on good terms

If y'all're parting on practiced terms, don't burn any bridges – after all, customers may return down the line. Be friendly and take steps to keep in touch.

Hi [Customer proper name],

On behalf of my team, we're all lamentable to run across you go. We're pleased to have collaborated with you all this time and hope our services were useful.

I promise we'll stay in bear upon and get to work together over again in the future. Please don't hesitate to provide feedback and suggestions to aid the states improve, even from distant.

Best of luck!

[Your name]

Responding to a frustrated client who's asking for a resolution

These emails should reassure the client and provide acceptable help. Focus on getting the event resolved.

Hi [Customer name],

I'm sorry for the trouble you've been having with [this feature]. My squad and I are doing everything we can to resolve this as fast as possible. [Include steps y'all are taking, if applicative.]

In order to back up you through this, I need some information from y'all. Could yous tell me [important information]?

Meanwhile, here are some actions yous can take that may resolve the outcome: [land deportment similar restart, resubmit, etc.]. If these don't work, I'll get back to you [within one business 24-hour interval] with an culling solution.

[Your name]

Responding to a customer complaint

This is often hard to respond to without getting defensive – but you must resist! Be respectful and understanding and make sure to follow through with the complaint.

Hi [Customer name],

I'1000 very sorry yous had this experience. It'south always important for us to [address a company value here, e.k. reply quickly to our customers.] [Accost the heart of the complaint, due east.thousand. "Having made you look an hour on hold is unacceptable."]

I've passed this on to my team – we'll make sure we get better equally we grow and learn. [Nosotros appreciate your time, and we've practical a $5 discount off your adjacent purchase.] Thank y'all for your patience and allow me know if I can help in whatever way.

I apologize once again for whatever inconvenience.

[Your proper name]

Providing the answer to a customer result/query

The tone of this email should be positive – you're able to provide good news, after all. Make sure you lot analyze any details and ask the client if they need anything more.

Hi [Customer name],

Thanks for reaching out! I have an answer to your question about [topic].

[Detail your answer, providing helpful insight into why an outcome happened or groundwork on company info].

If yous have any more than questions or meet any other issue, permit me know, I'll be happy to help.

Have a great day,

[Your name]

Following upwardly with a customer email

Information technology's important to follow up whenever possible. You don't need more than a couple of lines to show customers that you care most their feel with your product or service.

Howdy [Customer name],

Hope you lot're doing dandy. I wanted to bank check in with you regarding the issue you had the other twenty-four hours. Was it resolved? Do you need whatsoever additional aid? I'd exist happy to assist you in any case.

Have a dandy mean solar day,

[Your name]

Onboarding e-mail to new customers

This email should be enthusiastic and so as to ready the tone for your collaboration with the client. You'll also want to reassure the customer that they've made the right choice and help them get up to speed rapidly.

Ensure the customer onboarding process is streamlined, simple, and like shooting fish in a barrel.

Here are some subject line ideas to draw from:

Example 1: Hi [Customer name]! Get started with [Your company]

Example 2: Welcome to [Your company/product/service], [Client proper name]! Come across your commencement steps

Hi [Client name],

It'due south not bad to accept yous hither, thanks for choosing united states of america! I'll be your guide during this onboarding flow. As we learn more than about one another, my goal is to ensure you have a positive experience and get the most out of our [product/service].

I've attached a [slide deck, PDF, brochure, nautical chart] mapping out the steps of your onboarding. As a first step, delight {follow these instructions} to customize your business relationship. Besides, hither are some resources y'all might discover useful:

Product Webinar: Nosotros're hosting a live webinar for our customers on [Date]. Our agenda will include a quick overview of useful features and a Q&A by our [VP of Customer Success]. Register {here}!

Resources: Visit our {Weblog and Help Eye} for detailed data, tutorials, and advice.

Don't hesitate to reach out to me or my colleagues if you have any questions.

Cheers!

[Your name]

Informing a customer about a renewal opportunity

This email tin can be sent past an account manager or another employee responsible for renewals. It serves every bit a reminder but can also assistance the customer decide to renew if they've been on the fence. If in that location's any way to create a sense of urgency, go for it.

Here are some subject line ideas to depict from:

Example 1: [Customer name], want to keep using [Your service]?

Case 2: Your [contract/subscription] is expiring soon

Hi [Client name],

We'd like to thank you for using our product for the past [yr] and hope nosotros've made a difference for you. We've been excited to help you lot hit your milestones in [boosting sales, creating greater efficiencies] on your squad.

Your contract is expiring in [two weeks] and I wanted to check in with you near next steps. If you're considering renewing or upgrading your contract with us, I'd be happy to walk you through the details. [If you renew before the cease of this week, you can benefit from our i-fourth dimension discount for existing customers].

Depending on your electric current needs, we tin can also schedule a curt demo, then y'all tin can see the recent improvements we've fabricated and how they can be useful to you.

Feel costless to schedule a call with me by clicking on {this link} or replying to this e-mail. Looking forward to hearing back from y'all.

Thanks,

[Your name]

Informing a customer about their contract having expired

This email should be mostly informative, but also make sure the customer knows they can renew their contract.

The discipline line could be similar to the renewal opportunity template:

Instance one: [Customer proper noun], want to renew [Your service]?

Case ii: Your [contract/subscription] has expired, here's what to do

How-do-you-do [Customer name],

Give thanks you lot for using our production for the past [yr]. Your contract expired on [Date] and you no longer have access to your account.

If y'all'd like to renew or upgrade your contract, please let me know. We can complete the renewal procedure in [two concern days], restore your access and get you upwards and running again.

Experience gratis to volume a call with me by clicking on {this link}.

Cheers,

[Your name]

Checking in with a new customer

This email could be part of your account direction efforts. Your goal volition be to make sure the customer knows how to use the product, is aware of any improvements or new features, and feels that you're there to reply any questions.

Here are some subject line ideas to depict from:

Instance ane: [Customer name], how exercise you find [Your service] so far?

Example ii: [Customer name], can we help you with annihilation?

Hi [Customer proper name],

Hope you lot're well. I'thou checking in to see if y'all take any questions or demand any help with our product. We've added quite a few features lately and I know it might be hard to keep track of all our releases. I'd be happy to show you lot the ropes and address whatsoever queries yous may have.

As a reminder, here's a {link} to our Noesis Base where y'all can detect more information about our product and company at any fourth dimension.

Thanks,

[Your name]

Thanking a customer for positive feedback

If you have customers who exit of their manner to tell you how satisfied they are, yous should take notice. Respond to their positive feedback enthusiastically and encourage them to share their review with the exterior world. If information technology's your company's policy, you tin can as well requite out a gift or discount.

Dear [Customer proper noun],

Thank you lot so much for your feedback, you put a big smile on our faces! Our team is hard at work trying to continuously better our [product/service] and information technology'due south e'er rewarding to hear kind words. We dear that y'all love u.s. :)

I don't mean to impose on you, merely if you have some time, could you share your impressions on social media or write a review? Nosotros take a presence on {link to review sites} and we'd really appreciate it if you could back up usa there.

Cheers again

[Your name]

Asking for customer feedback on a purchase

This is mutual in both B2B and ecommerce, as you desire to brand sure that your customer is satisfied with their purchase – and the experience equally a whole. Be friendly and give customers a fashion to provide feedback.

Hither are some subject line ideas to draw from:

Example 1: Regarding your contempo [purchase/order]

Example 2: [Customer name], is your [buy/social club] to your liking?

Hi [Client name],

Thanks for your purchase with us. Your order should have arrived by now and we hope everything went well. Feel free to inform us virtually any delays or problems you might have faced – we want to brand sure you've had a good feel. [You lot tin reply to this email or contact support@yourcompany.com.]

Nosotros have i pocket-size favor to enquire: could yous fill out {this survey} about your purchasing experience? Feedback makes usa improve and we welcome any concerns or suggestions. If you're happy with our service, please tell u.s.a., too!

You can too share your stance of us on {review site}.

Thanks for your time and have a great day,

[Your proper noun]

Requesting a customer make full out a CSAT

This email is meant for return customers or customers who have long-term contracts or subscriptions. Your customer success team may have different ways of request customers to fill out these surveys – sending an electronic mail is a good option for mass emails or for offering coupons or other gifts for every completed survey.

Here are some subject line ideas to describe from:

Instance 1: [Customer name], do you take advice for us?

Case 2: A [5% discount] for your thoughts

How-do-you-do [Client proper noun],

Promise all is well! You've been using our [product/service] for the past [four months] and I'd similar to ask if you could provide some feedback on your experience. Meeting our customers' needs is a priority for us and we ever strive to get better at it.

That'southward why we'd appreciate information technology if you could fill out this {survey}. We realize this takes a little time, so nosotros offering a [$x Amazon coupon/v% disbelieve for the rest of the year/etc.] to all our customers who consummate information technology.

Let me know if yous accept whatsoever questions, I'd be happy to respond them.

Thanks for your time,

[Your name]

Refusing a discount request

This is a tough ane. When customers enquire for discounts, they have loftier hopes of getting them. Refusing may accept an impact on customer satisfaction, so you need to deliver the news with tact and offer another selection (approved past the advisable person) if you can.

Hi [Customer proper noun],

I'm getting back to yous regarding the disbelieve you mentioned in your last electronic mail. Unfortunately, we can't requite out a disbelieve on your current program, every bit it's already our best value package.

[Just, if you'd similar to upgrade your plan to take reward of more than features and licenses, nosotros can give you lot a 15% discount until the end of the yr].

Sorry I couldn't be of more assistance. Let me know if there'south anything else I tin assist you with.

Thanks,

[Your name]

Exploring the possibility of content collaboration

Case studies, interviews with customers, joint webinars, or events are expert means to strengthen relationships with existing customers and attract new ones. The emails you'll send may depend on your level of familiarity with this person. Let'south assume for this template that yous've never spoken with this person before but you know the topic that they're experts in.

Hither are some subject line ideas to describe from:

Example i: Question about your insights on [subject matter]

Example 2: Would y'all be interested in a [joint webinar/content collaboration]?

Hi [Customer name],

I'k [Your name] and I work as [Head of Content] in [your company]. I learned [from the Business relationship Manager/Client Success team/by studying your company story] that you accept an interesting insight on [topic]. I recollect this is a fascinating result that many people would relish reading about.

This gave me the idea of doing an [ebook] where we'll talk about [topic] and provide communication for other companies. Our team could do the writing based on our research and your insights. This [ebook] would be promoted beyond both our networks.

What exercise yous think? We tin take a telephone call some time this calendar week to hash out and bounce ideas off each other.

Looking forward to collaborating with y'all.

Thanks,

[Your name]

We hope you observe these 15 best customer service email templates useful.

Need more than templates and tips on customer communication? Check out our growing template library.

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