Article • 17 min read
34 customer service email templates + best practices
Use these customer service email templates to provide faster and more consistent responses to customers.
Por Sarah Olson, Staff Writer
Última atualização em August 1, 2024
When crafting a customer service email, the last thing you want is to spend a bunch of time perfecting the content only to overlook thanking the customer or informing them of your next steps—especially when time and resources are limited. Instead of inventing patchwork solutions to this customer support issue, businesses can use customer service email templates to improve CX, efficiency, and personalization.
Use our 34 customer service email templates—along with email management software—to automate the process, save time, and increase efficiency at scale. Read on to discover the templates and tips necessary for creating effective email interactions that enhance customer service.
More in this guide:
- Customer service email best practices
- The best customer service email templates for every scenario
- Responding to angry customer emails: 11 tips
- Benefits of using customer service email templates
- Frequently asked questions
- Increase customer service efficiency with strategic email templates
Customer service email best practices
You can improve customer service with dedication, practice, and the right tools. You should also keep these customer service tips and best practices in mind when emailing any prospective, existing, or former customer:
- Leverage AI to automate email responses. Intelligent bots like AI agents can reply to emails without assistance, enabling human agents to focus on and respond to nuanced requests.
- Use AI to assist agents while they reply to emails. AI-powered features like agent copilot assist agents by suggesting replies, anticipating the next steps, and taking actions on behalf of the agent when replying to emails.
- Intelligently route emails to enhance workflows. Based on customer intent, sentiment, and language, AI can route emails to the best-equipped agent or team.
- Manage emails alongside your other support channels. Using email support software and a unified Agent Workspace to consolidate data in one place, teams don’t need to toggle between systems to access contextual information.
- Personalize messages. Adapt your customer service voice to the situation and prioritize personalization by using a customer’s name, asking direct questions related to their inquiry, or referencing a past interaction.
- Reply promptly. On average, an email’s best first reply time is one hour. Templates and automated responses help teams maintain response times and exceptional customer service.
- Request customer feedback. Deliver customer surveys and request customer reviews after support interactions to gather data that helps identify areas of improvement along with customer service strengths.
- Leverage QA tools to ensure the quality of email support. Prioritize customer service quality assurance and use QA tools to set and measure standards and identify customer service training opportunities.
- Use templates. Leverage pre-made templates to respond quickly, clearly, and thoroughly to customer inquiries—no matter their question or problem.
Download 34 email templates
Elevate support quality and boost efficiency with the ultimate customer service email templates.
The best customer service email templates for every scenario
Flex your customer service skills and use these templates to streamline responses, saving your team time, reducing the stress of crafting on-the-fly replies, and ensuring your brand voice remains consistent in every interaction.
Here are 25 examples of customer service email templates that prioritize customer orientation while helping teams find the right words. Get nine additional templates by downloading our complete asset.
1. Receipt acknowledgment
Confirming receipt of a customer service email is good email etiquette. This quick note acknowledges that your team received your customer’s email and is investigating the issue. It also helps your customers feel heard without rushing you to find a solution. Email automation software can trigger receipt acknowledgments automatically, ensuring you see all customer emails while saving your team time.
Here is an example of how to format a confirmation of receipt:
Subject: Re: [Original subject line]
Preview: Hi [Customer Name], we got your message, and we’re reviewing it.
Hello [Customer Name],
Thanks for contacting [Company Name]. We received your message, and our support team is reviewing it.
Please respond to this email if you’d like to add any comments.
Best,
[Agent Name]
[Company Name]
2. Abandoned request follow-up response
Sending follow-up notes to customers who’ve gone silent shows them you care about them and appreciate their business. Use follow-up templates and a help desk ticketing system to resolve issues, answer questions, and clear your queue.
Here is an example template for a follow-up email:
Subject: Action needed: Next steps for your support request
Preview: We need more info to move your request forward. Please reply by [date], or we’ll consider this request resolved.
Hi [Customer Name],
We’re wondering if you had a chance to review the latest update we sent about your support request. We’ll need a bit more information from you before we can proceed with addressing this issue.
Please provide an update or let us know if you need more time by replying to this email.
If we don’t hear from you by [date], we’ll consider your request resolved.
Best,
[Agent Name]
[Company Name]
3. Completed request follow-up response
Even when you successfully solve a customer problem or answer a question, your interaction isn’t yet finished. Follow up with your customers after the fact to ensure your solution works and to see if they have any other questions.
For completed service interactions, use this follow-up email template to continue strengthening customer relations:
Subject: How’s our [Product/Service Name] solution, [Customer Name]?
Preview: We’re checking in to see how our solution for [issue] is working. Still having problems? Let us know.
Hi [Customer Name],
Thank you for reaching out about [issue]. I’m following up to make sure the solution we provided effectively resolved your issue. Is [Product/Service Name] functioning properly for you now?
If you are still experiencing [issue], please let me know so we can implement another solution.
If everything’s fine, that’s great. I’d love to know so I can resolve your ticket.
Best,
[Agent Name]
[Company Name]
4. New customer onboarding message
The first email you send to new customers sets the tone for their entire relationship with you and your company. Use your first email impression to strike a positive (and celebratory) tone to get your customer excited about what’s to come.
Try modifying this example template when onboarding a new customer:
Subject: Get started with [Company Name] today
Preview: Welcome to [Company Name]—we’re so excited you’re here. Create your account and get started today.
Hi [Customer Name],
We’re excited to welcome you to [Company Name].
We know you have many options when it comes to [service], and we are so grateful you chose us—thank you. Your satisfaction is our priority, so don’t hesitate to reach out at any time.
First things first: Please follow the links below to set up your account, read up on news, and find resources about [Company Name/Product Name]:
[Account setup link]
[Help center link]
[Blog link]
We’re looking forward to getting to know you. Please let us know if any questions come up while creating your account.
Best,
[Agent Name]
[Company Name]
5. Thank you email template
Whether you’re thanking customers for making a purchase, sending a referral, renewing a product or service subscription, or leaving feedback, it’s important to show your appreciation.
Use this customer service email template to thank your customers for doing what they do best—supporting your business:
Subject: We appreciate you, [Customer Name]
Preview: Thanks for [action]. We’re thrilled you’re a part of the [Company Name] community.
Hi [Customer Name],
Thank you for [description of their action, such as referring a new customer, joining the community, and leaving a review].
We appreciate you being a part of the [Company Name] community, and we look forward to continuing to serve you.
Best,
[Agent Name]
[Company Name]
6. Order or shipping status message
Customers like to be in the know, especially when they’ve purchased a product or service. Keep your customers updated on the status of their orders with personalized status updates like the one below:
Subject: Order confirmation: [Product/Service Name] is on the way
Preview: Your order for [Product/Service Name] is confirmed. Tracking info is on the way. See details inside.
Hi [Customer Name],
Thanks for your order. We’ve confirmed your order for [list of purchased products or services]. You can expect [offer timeline for service/product delivery, whether physical or digital].
[If applicable: We’ll send you an email with tracking information once your order ships, but you can view your order status anytime at [link to order tracking page]
If you have any questions about your order, please let us know.
Best,
The [Company Name] team
7. Order cancellation request response message
Order cancellation requests are a part of the customer service experience. Depending on your company’s policy, you may need to issue a refund or offer the customer a product or service exchange.
The following order cancellation request response template can help you navigate this customer request:
Subject: Your order #[number] cancellation
Preview: Your cancellation request for order #[number] is being processed. See more details inside.
Hi [Customer Name],
We received your request to cancel order #[number]. We are currently processing this request.
[If applicable, briefly describe your company’s policy about refunds, returns, or exchanges.]
[If applicable, briefly explain the next steps, including when they should see a refund or how to return an order.]
Please don’t hesitate to contact me if you need further assistance or have any other comments or questions.
Best,
[Agent Name]
[Company Name]
8. Return/refund request response message
Every company has unique policies, requiring a tailored approach to each customer’s request for a return or refund. Regardless of your policy, treat each request as an opportunity to strengthen rapport and provide exceptional customer service.
Use our template for informing customers about their return and refund options based on your company’s internal policies:
Subject: Your [return/refund] for order #[number]
Preview: We received your [return/refund] request. Review your options for order #[number] inside.
Hi [Customer Name],
Thanks for contacting [Company Name] about [returning/refunding] your order #[number]—we’d love to help.
[If applicable, for a full refund:]
To initiate the refund process, please reply to this email with your preferred return method: [list your return offerings, such as in-store or by mail]. We’ll send you detailed instructions and a shipping label (if applicable).
[If applicable, for a return/partial refund:]
[Briefly describe your company’s return/refund policy].
If you’d like to exchange your items or receive [a partial refund/store credit], please reply to this email with your preference, and we’ll send detailed instructions.
Don’t hesitate to reply to this email or contact us at [phone number] for further assistance.
Best,
[Agent Name]
[Company Name]
9. Price increase notification template
It’s unavoidable that product and subscription prices will change over time. While discussing price increases can be difficult, it’s essential for maintaining customer trust and loyalty.
Treat your customers with respect by sending price increase notifications when necessary:
Subject: Important notice: Price update for [Product/Service Name]
Preview: Effective [date], [Product/Service Name] prices will increase to [new price]. See details inside.
Hi [Customer Name],
I’m reaching out to let you know that, effective [date], the price of [Product/Service Name] will increase from [current price] to [new price].
This is primarily due to [reason] and [reason].
Note: All purchases made before [date] will be honored at the previously agreed-upon price.
We understand how frustrating price increases can be, but we appreciate your understanding as we continue to provide you with top-notch service.
If you have any questions, concerns, or comments about this change, please reply to this email or contact us at [phone number].
We’re very grateful for your business and your time.
Thank you,
[Agent Name]
[Customer Name]
10. Renewal reminder
If your company offers a subscription-based service, renewals are an important factor in your revenue stream. Periodically remind your customers of their renewal deadlines so there are no surprises. Consider reaching out 90 to 180 days before the renewal date to start the discussion.
Here’s a customer renewal template that you can customize for your business:
Subject: Heads up: Keep your [Product/Service Name] access
Preview: Your renewal date for [Product/Service Name] is approaching. Check inside for more details about renewing your access.
Hi [Customer Name],
It’s been wonderful partnering with you since you first subscribed to [Product/Service Name] in [Month/Year]. I’m letting you know that your [monthly/quarterly/annual/etc.] renewal is quickly approaching on [date].
If you’re happy with your service, no action is needed—we’ll automatically renew your subscription on [date] with the information you have on file here [link to account].
If you’re experiencing any issues with [Product/Service Name], please let me know—I’d be happy to troubleshoot those issues with you. Your choice to do business with [Company Name] means the world to us, and your satisfaction is our number one priority.
Again, this is just a courtesy reminder, and no immediate action is required. I’ll send a few quick reminders between now and [date] as your renewal date nears.
Best,
[Agent Name]
[Company Name]
11. Complaint or poor experience response
Customers won’t always be in the honeymoon phase. Eventually, some are bound to complain about a facet of your product or service. Instead of letting that get you down or providing bad customer service, have a prepared response to restore confidence. They took the time to reach out, so make sure you show the same effort in return by remaining polite and patient while working to solve the issue.
Next time you receive a customer complaint, here’s a customer service email template to try out:
Subject: Top priority: Fixing [issue] ASAP
Preview: [Customer Name], fixing your issue is our top priority. See details inside.
Hi [Customer Name],
Thank you so much for reaching out. I am very sorry you’re experiencing [issue]. It’s completely understandable that you are frustrated. I’ll forward this message to [department] immediately.
We are making this issue a top priority and laying the groundwork to ensure [issue] doesn’t happen again, and I apologize for any inconvenience this caused.
Please reach out with any further questions, comments, or concerns so we can quickly address them.
Thank you,
[Agent Name]
[Company Name]
12. Unreasonable or angry customer response
Handling an angry customer can be challenging. You don’t want to sound impersonal or robotic, miss an important detail in the heat of the moment, or lose your cool. When you support any type of customer who is unreasonable or angry, acknowledge their frustration in a genuine way and shift the focus to finding a solution.
Here is a template for how you might handle an angry customer:
Subject: [Customer Name], we’re sorry. Can we make it right?
Preview: We’re so sorry you’re experiencing [issue], but we’d like to make it up to you. See our offer inside.
Hi [Customer Name],
I’m sorry to hear about your poor experience with [issue]. We understand your frustration, and I apologize that [Product/Service Name] is not meeting our usual standards.
We consider many factors when evaluating [issue], and because of this, we aren’t able to [action]. I’d like to make this up to you by [provide solution]—how does that sound to you?
If you have any further questions, comments, or concerns, please let me know so I can see how we can better serve your needs.
Thank you,
[Agent Name]
[Company Name]
13. Customer apology message
Some poor experiences can’t be avoided—no matter how good your customer service is. Instead of letting this delay a response to your customer, apologize honestly and transparently and convey the truth behind your words.
Try building off of this customer apology template when you need to write an apology email:
Subject: [Customer Name], we’re sorry. Changes are coming
Preview: We appreciate your feedback, [Customer Name], and apologize for [issue]. Our team is working on it now.
Hi [Customer Name],
Thank you for providing us with this feedback.
We sincerely apologize for the inconvenience [issue] caused. We know this may have prevented you from gaining the most from [Product/Service Name].
I sent your feedback to [team/department] and would like to assure you that we’ll make the necessary changes to prevent this mistake from being repeated.
We appreciate your understanding, and if there’s anything we can do to help you further, please let me know. I’d be more than happy to assist you.
Thank you,
[Agent Name]
[Company Name]
14. Interruption or issue message
Mistakes happen—sometimes, they’re technical and entirely out of your control. When a service interruption occurs—or a product recall is necessary—it’s critical to let your customers know as soon as possible and assure them that you’ll keep them in the loop. This level of transparency strengthens your long-term relationships and establishes you as a trustworthy problem-solver.
Here’s a customer service email template for times when you experience an unpredictable interruption or issue:
Subject: Important: Temporary issue affecting [product/services]
Preview: We’re fixing a temporary [issue] with [product/service]. See the details about an expected time frame for resolution.
Hi [Customer Name],
Today at [time], we flagged an issue that’s interfering with our [product/services]. This issue might [briefly describe what may occur, such as temporary access restriction or a poor product experience].
We apologize for any inconvenience this may cause you. We’re working to rectify this issue and aim to have [solution] by [date/time]. We’ll let you know as soon as we have this information.
We’ll conduct a thorough analysis of this issue to ensure it doesn’t happen again. If you have any questions at all, please reach out to us.
Thank you,
The [Company Name] team
15. Technical support message
While technical support issues are often handled via live chat and messaging, many customers still prefer to communicate these issues through email. Preparing a response can expedite the process, allowing you to gather the details needed to resolve problems quickly.
Update the tech support message template below according to your company’s product or service specifications:
Subject: Let’s fix [issue]: Tell me more
Preview: To help you fix [issue], we need more context. Reply with the details we’ve requested inside.
Hi [Customer Name],
I received your message about [briefly introduce the issue], and I’m more than happy to assist you.
First, can you share more context about [issue]? It would be helpful for us to know:
When the issue began
How often the issue occurs
Which solutions you’ve tried, if any
I look forward to your response so we can tackle this together.
Best,
[Agent Name]
[Company Name]
16. Outage announcement update
Outages are bound to happen, whether it’s an internet outage, an internal update, or another service interruption. How you respond to outages can greatly impact customer experiences and relationships.
Be prepared to notify your clients when outages occur with this announcement template:
Subject: Urgent: Temporary service outage
Preview: [Service Name] outage started at [time], but we’re working on a fix. See updates about the outage inside.
Hi [Customer Name],
We’re informing you of a temporary outage affecting [Service Name]. This outage began at [time], and we are working diligently to restore service as soon as possible.
We understand the frustration and inconvenience this outage may cause and sincerely apologize for the disruption.
[If applicable: You can visit [link to status page] for our latest outage updates and restoration time estimations.]
We’ll send an email notification once our system is back up and running.
Thank you for your patience and understanding.
Best,
The [Company Name] team
17. Team transition notification
When transitioning roles or leaving the company, it’s important to inform your customers that they’ll have a new point of contact. Though challenging, this honest and transparent communication is crucial to providing good customer support.
Try out the following team transition template when you want to let your customers know about your departure:
Subject: Team update: Meet [Employee Name]
Preview: I, [Sender Name], am moving on from [team], effective [date]. New point of contact introduction inside.
Hi [Customer Name],
I am reaching out to let you know that I will be [leaving/transitioning teams] at [Company Name], effective [date]. I am so grateful for the time we’ve worked together.
[Employee Name] will replace me as your [role]. [He/She/They] [has/have] [brief description of how long they’ve been with the company and/or callout of their past achievements]. [Employee Name] will reach out to you in the coming days with an introduction so you can get acquainted.
Thank you for your time and business over the last [# of year(s)/months/weeks]. I wish you all the best in the future.
Thanks and farewell,
[Sender Name]
[Company Name]
18. New point of contact introduction
If you’re replacing a former team member, you need to send an introduction email that sets the tone for the duration of your relationship with your new client. Make it clear you are the point person for communications going forward, aiming to make them as comfortable as possible during the transition.
Try this template to let your new client know they can trust you as their new point of contact:
Subject: Meet your new contact at [Company Name]: [Sender Name]
Preview: I’m [Sender Name], your new [role]. I’m excited to work with you. Let’s set up a time to chat soon.
Hi [Customer Name],
My name is [Sender Name], and I’m thrilled to be your new [role] at [Company Name]. I worked closely with [Teammate Name] before their departure, and they helped bring me up to speed on your account—and they had many wonderful things to say about you.
Moving forward, I will be the one to guide you through all things regarding [Product/Service/Company Name]. If you ever have a question, encounter a problem, consider an upgrade, or want feedback, don’t hesitate to contact me.
Can we schedule a time for a brief introduction?
Here are a few dates and times when I’m available—please let me know if any of these work for you or if you’d like to suggest other options:
Date/time option #1
Date/time option #2
I look forward to meeting you.
Best,
[Sender Name]
19. Redirect or transfer notification
Sometimes, customers may reach out with questions or requests that are best handled by specific departments. Be prepared to redirect or transfer these requests while still being friendly and open to additional comments.
Use this redirect or transfer notification template to move customer conversations in the right direction.
Subject: An update on your [request/inquiry]
Preview: Your request has been forwarded to our [department]. Details and next steps inside.
Hi [Customer Name],
Thanks for reaching out about [request]. I’ve forwarded your request to [department], and they will contact you for more information.
You should receive an email from [email]. If it doesn’t reach your inbox by [date], kindly let me know so I can follow up with my team.
I appreciate your patience. Please let me know if you have any questions.
Thank you,
[Agent Name]
[Company Name]
20. Out-of-policy request response
When customers request refunds, exchanges, or other actions that can’t be fulfilled due to company policy, don’t panic. Instead, use them as great opportunities to flex your customer satisfaction skills and offer alternative solutions.
Try this template when you get an out-of-policy request:
Subject: Alternative option for your request
Preview: Due to company policy, we can’t do [request], but we’d love to offer you [alternative]. Details inside.
Hi [Customer Name],
Thank you for reaching out about [request].
Though we are unable to accommodate your request due to company policy, we’d like to propose an alternative. Instead of [request], I am pleased to offer [alternative solution].
Your satisfaction as a valued customer is of the utmost importance to us. I’d love to know your thoughts on [alternative] and how we can better serve your needs in the future.
Please feel free to follow up with any questions or concerns.
Thank you,
[Agent Name]
[Company Name]
21. Exchange offer
For loyal customers who ask for exchanges instead of refunds—or customers who might be curious to try an alternative rather than back out of your offerings entirely—make an effort to appease them with an exchange.
Try this template when dealing with a customer who doesn’t want the product they purchased:
Subject: We heard you: Try this new product
Preview: We heard your feedback and would love for you to try our improved product for free. Claim your exchange inside.
Hi [Customer Name],
Thanks for contacting us about your experience with [Product Name]. I’ve passed your feedback to our [team/department] for consideration.
I’d love to offer you this product as a replacement for your original purchase: [Link to product page]. I think it will be a better fit for you because:
[Brief description of feature/solution]
[Brief description of feature/solution]
[Brief description of feature/solution]
I apologize for any inconvenience, and I’m excited for you to explore [Product Name].
Please respond to this email to get set up with your new product. I’ll also send instructions for [returning your original purchase/deactivating your current software].
If there’s anything else I can do for you, please let me know.
Best,
[Agent Name]
[Company Name]
22. Refund offer
Not every exchange offer will be successful—some customers will simply ask for a refund if a product doesn’t fit their needs. When granting refunds, take the opportunity to assess their needs, determine the source of their disappointment with the product, and glean valuable insights for future client relationships.
This refund offer template is a great way to extend an olive branch to a dissatisfied customer and maximize your chances of them returning in the future:
Subject: Your $[dollar amount] refund has been processed
Preview: [Customer Name], we’ve processed your $[dollar amount] refund for [Product/Service Name]. See details inside.
Hi [Customer Name],
We processed your refund for [Product/Service Name], and you should expect to see [dollar amount] posted to your account within [number] business days.
I understand that [Product/Service Name] cannot meet everyone’s needs, but I’d be happy to discuss some alternatives [Company Name] offers if you’re still looking for a solution.
I look forward to connecting with you again,
Thank you,
[Agent Name]
[Company Name]
23. Discount offer
Sometimes, customers may require a little incentive to keep them happy with their purchases. As long as it’s in line with your company policy, you might offer a credit, partial purchase compensation, or a small purchase discount to an agitated customer.
Whether it’s to fend off a return or encourage a purchase, here’s a discount offer template to keep customers interested in your business:
Subject: A special discount for you, [Customer Name]
Preview: See details inside for how to get a [percent/dollar amount] discount on your purchase.
Hi [Customer Name],
Thank you for reaching out about [Product/Service Name]. I am pleased to offer you a discount of [percent/dollar amount] on your purchase.
We sincerely appreciate your business and your understanding of [Company Name]’s policies.
To accept your discount, respond to this email, and I will follow up with details.
Thank you,
[Agent Name]
[Company Name]
24. Review or feedback request message
Customer reviews and feedback help businesses make product and service updates and attract new customers. Whether you have customer feedback software or not, use this review or feedback request template to ask your customers for their honest feedback about your products and services.
Subject: Share your thoughts on [Product/Service Name]
Preview: We want to know how [Product/Service Name] is working for you. Share your feedback with our team.
Hi [Customer Name],
It’s been [time period] since you started using [Product/Service Name], and I’m curious to hear about your experience.
How has it worked for you so far? I’d love to field any feedback or questions about the [product/service]—nothing is too small or insignificant to be helpful. I’m also happy to pass your feedback to [department/team] so they can consider it for future iterations of [Product/Service Name].
If you’d like to share your experience with me and [Company Name], leave your honest feedback and rating here [link review site].
Thank you for your time,
[Agent Name]
[Company Name]
25. Review or feedback appreciation template
Don’t forget to thank your customers for their reviews and feedback. Showing your appreciation is a best practice, and it also helps build customer confidence when you read, consider, and use their feedback to update and refine products and services.
Consider this review or feedback appreciation template the next time you want to thank customers for their honesty:
Subject: Thanks for your [review/feedback] on [Product/Service Name]
Preview: We appreciate your [review/feedback] on [Product/Service Name] and will keep you posted on future improvements.
Hi [Customer Name],
Thank you so much for taking the time to leave us [a review/feedback] on [Product/Service Name]. I shared your comments with [department/team], and I’ll keep you updated on any progress we make in implementing this feedback.
We value your business and are committed to ensuring your satisfaction. Please let me know if anything else comes to mind in the future.
Best,
[Agent Name]
[Company Name]
The rest of our customer service email templates are available in our full asset. Click the button below to access our full suite of templates.
Responding to angry customer emails: 11 tips
All customer service representatives must know how to deal with angry customers. Whether they aren’t satisfied with a product or service, didn’t receive an order, received a damaged product, or simply want to vent about their customer experience (CX), follow these essential tips for responding to frustrated emails.
- Use AI to monitor customer sentiment and flag churn risk: Autonomous bots like Zendesk AI agents can identify sentiment, intelligently route inquiries based on customer intent and language, and notify agents when customer retention may be at stake.
- Communicate ASAP: Don’t leave angry customers waiting. Respond as quickly as possible to show their experience is important to you.
- Focus on a solution: Work toward a solution for the customer rather than placing an empty promise or bandage over the situation. Focus your language and efforts on what you can do, not what you can’t do.
- Apologize when necessary: If your organization or team made a mistake, take responsibility. Write a customer apology letter, draft an email, or make a phone call to apologize.
- Provide context: Explain the situation to your customer, especially if there’s an outage, widespread defect, or other issue.
- Give clear, concise next steps: Be prepared to offer your customer the next steps. Consider leveraging AI during your conversation to recommend solutions or ways to move forward.
- Use positive language: Avoid insensitive language and use positive customer service phrases like “I would love to understand more about that,” “I’m happy to help,” and other synonyms.
- Offer a discount, reward, or reimbursement: Give customers tangible rewards during frustrating situations to encourage customer loyalty and show your business’s dedication to delivering great CX.
- Allow space for questions or comments: Don’t talk over your customers. Instead, let them ask questions or make comments. Then, repeat back what they said so you can verify the situation and your understanding.
- Escalate to a manager if needed: For seriously complex or nuanced situations, you may need to involve your manager. Inform the customer that you will transfer their request, then update your manager on the interaction.
- Follow up with a final status: Whether or not you resolve the issue, follow up with a final status, expressing gratitude for the customer’s patience, recapping the conversation, and setting up a time for a follow-up message (if necessary).
Delivering good customer service to angry customers can be difficult, but it’s a necessary support skill for all agents.
Benefits of using customer service email templates
Providing fast, effective resolutions is a benefit of using email templates, but it’s also a critical customer service objective. Templates for support emails also benefit organizations by:
- Boosting response consistency: Templates enable teams to respond to similar inquiries with similar information, reducing the possibility of incorrect or inconsistent information being shared with customers.
- Saving time: Customer service teams using email templates spend less time writing responses and more time ideating solutions. Written blueprints stop agents from writing responses from scratch, improving agent productivity and efficiency.
- Improving onboarding: Employee onboarding that uses email templates helps foster trust and confidence, enables accurate information and solution options to customers, and provides a consistent support foundation for new hires.
Customer service email templates also help organizations meet customer needs without constantly reinventing the wheel.
Frequently asked questions
Increase customer service efficiency with strategic email templates
Taking control of your customer service emails doesn’t just help your team—it also serves your customers and improves CX. With customer service email templates, your agents can tackle support tickets more efficiently, speeding up response times and creating consistency. It’s a win-win.
Customer service email templates are especially effective when used alongside the right tools. Zendesk AI-powered customer service software takes your email support strategy a step further by automating email replies, assisting agents when replying to emails, and optimizing email workflows.
