Every customer email you send should be personal and engaging. Unfortunately, customer support agents send hundreds of emails every day and replying to customers is time-consuming. It’s not really feasible to personally type every single email you send.
Luckily, not every customer enquiry is brand new – agents often receive the same sorts of emails from their customers. That means you don’t need to start from scratch when replying to these common sorts of queries. This is where customer service response templates can really save the day.
If used properly, customer service response templates can help deliver the high level of service that customers expect. You can adjust each template for your particular situation to make it tailored to the individual. Templates are an effective way to quickly respond to common customer questions and issues.
Benefits of using customer service response templates
Saves employees time
Many customer service enquiries follow the same pattern. Service agents can save time by avoiding typing out every reply over and over again using templates. It’s not feasible to have a template for every scenario but your customer service team can reply to customer service emails by adjusting a template.
Improves email response rates
Customers are impatiently waiting for your response when they email customer support. Customer service email templates enable your agents to construct a reply to customers much more quickly and therefore meet rising customer expectations.
Promotes consistency among your team
Customer service response templates can help your team to send consistent answers to your customers – no matter who is replying to the email. This provides a more coherent brand experience and a standardized level of service for your customers.
Reduces the chance of errors
When writing an email from scratch, there is a higher chance of your customer service reps making mistakes. Using a template reduces the risk of human error since agents only have to fill in small details.
How to create customer service email templates
First, make a list of common customer scenarios that could benefit from email templates by checking through your past customer support tickets. Select your top ten most popular queries and use these as a basis for your email templates.
When creating your customer service email templates, make sure you fully understand each scenario that you’re addressing. Carefully choose the proper language to make your email template sound as human as possible, and keep it professional with the right email etiquette.
Imagine you are your customer and step into their shoes. How would you want an email to sound if you were on the receiving end?
When writing your templates, be sure to leave placeholders for information that needs to be filled in by the customer service rep. For example, include a prompt for the agent to use the customer’s name, and to fill in their own details.
Make sure you edit and proofread your customer service email templates. Ideally get a second pair of eyes to look over what you’ve written and check that it makes sense.
You don’t want your customer service email templates to be too long. Ensure they contain only the most necessary information and no more.
Keeping offers you the ability to easily save and share common questions and responses across your entire team. Insert them into your responses with one click in Gmail.
7 types of customer service email templates
1. Communicating with new customers
When customers first sign up for your product or service, it makes sense to send them emails greeting the new customer and wishing them luck with their new purchase. You want these emails to be as personalized as possible and encourage your customers to get in touch if they have any questions.
2. General customer feedback
Customers may have all sorts of questions about your product or service that fall into the “general” category. They may be curious about how your product works or be enquiring about your shipping and returns policy. If you can get back to these customers with a timely answer, they will be more satisfied with your service.
3. Troubleshooting emails
These email templates are for customers who are having difficulties using your product or service. These problems may be caused by the customer using the product incorrectly, or could be the result of a faulty product. It’s important to strike an understanding tone for these customers and remember that they are likely frustrated already.
4. Dealing with customer complaints
It’s disappointing to receive customer complaints but it’s critical to remember that customers are taking time to give you valuable feedback. Every complaint is a chance to turn the situation around and save a customer, rather than losing that customer entirely. You need some good templates for responding to customer complaints.
5. Refund request
Sometimes customers will be unhappy with your products or services, or they may decide that what they’ve bought isn’t quite right for them. You should have some templates for processing refunds that make the process smooth and easy. If you turn this enquiry into a positive experience, customers are more likely to purchase from you again.
6. Service renewals
If you offer a subscription-based service, there will likely come a time when your customer’s service comes up for renewal if they pay annually. You’ll want to send them an email reminding them that their renewal date is approaching and asking them if they want to renew. It’s likely that customers won’t remember otherwise, and you’re preventing them from experiencing a potential lapse in service.
7. Asking for something
There are times in customer service when you make requests of customers. For example, you could ask them to fill in a feedback form to rate your service, or ask them to leave a review about your business. You should carefully craft these types of emails to increase the chance that the customer will fulfill your request.
14 free customer service email response templates
If you are looking for a particular customer service email template, we’ve got 14 free samples you can use to start your library. These can be a huge time saver when writing customer service emails.
1. Sending a welcome email
It’s incredibly exciting when you manage to win a new customer and you’ll want to set the tone properly for your budding relationship. Sending a welcome email is a good way to greet new customers and show them that your business cares about them.
Hi [Customer name], Welcome aboard with [Company name]. We’re so thrilled you could join us for what we hope will be a long and productive relationship. Thank you for choosing us on behalf of the whole team here. To get you started, we’ve got a selection of helpful resources. Check out our blog [insert link] where you can find lots of useful content relating to [insert description]. Be sure to follow us on twitter [insert link] and Facebook [insert link] for handy tips and tricks. If you want to explore our product in more depth, don’t hesitate to contact me or anyone else on the support team whenever you feel the need. We’re always here to help. Cheers, [Agent name]
2. Checking in with a new customer
Your customer’s been using your product for a little while and you want to check in with how they’re doing. This should be part of your proactive customer service to make sure the customer is being successful with your product.
You want them to understand the features available, how to get the most out of the product, and feel that you are on hand to answer any questions they might have.
Hi [Customer name], How are you today? I just thought I’d drop you a line to see how you are getting on with [Product name], and whether you had any questions about it. We’ve updated [Product name] with lots of new features recently so I wondered if you’d like the guided tour? I’d be eager to assist you in any way that I can and to answer any questions. Don’t forget, our company knowledge base [insert link] is always available, and it contains lots of information about our product and business. Best wishes, [Agent name]
3. Answering a complaint
The dreaded complaint – how should you respond to a complaining customer without risking ruining your business’s reputation? You don’t want to accept unnecessary blame for the situation but at the same time you want to show your business cares about the customer and is focused on making it right.
Hi [Customer name], Thank you for bringing this matter to our attention. Please accept our deepest apologies for your experience, as customer satisfaction is our highest priority. I know we’ve let you down and I assure you this won’t happen again. I’ve made sure our team is aware of the issue and we’ll use this as an opportunity to improve our service in the future. As a good will gesture, we’d like to offer you a [insert amount] discount on future purchases with us. Please don’t hesitate to contact me if you have any further issues or questions. I’m always here to help. Kind regards, [Agent name]
4. Responding to an unhappy customer
Slightly different to a customer complaint, your business has an angry or rude customer who is so upset they want to leave your business for good. Although they’re angry with your business, the cause of their anger might be unrelated so it’s important not to take their email personally. Just stay calm and focus on defusing the situation.
This customer service template is for angry customers who want to leave your business.
Hi [Customer name], Please accept my deepest apologies for your unsatisfactory experience. We’re 100% devoted to customer happiness and we’re sorry we let you down in this case. We’re sorry to see you leave, but I understand how upset you must feel. I’m sorry again for any inconvenience we’ve caused you. Please don’t hesitate to reply if you have any more concerns. I’m here to help. Yours truly, [Agent name]
5. Contacting a customer who canceled their service
You may find yourself in a situation facing customers who have canceled their service with your business. There are many reasons why customers cancel their account but you’ll want to make sure you always leave it on good terms. You should have your customer support team send a follow up email to your cancellations thanking them for their business and wishing them luck for the future.
Hi [Customer name], We’re sorry that you want to leave us. This confirmation email acknowledges that you have canceled your subscription with [company] on [date]. It’s been a joy to work with you these past few years and we’re grateful that you’ve been part of our journey as a company. We wish you the very best of luck in your future endeavors. If you’d ever like to return to us, feel free to reach out on [insert phone number] or reactivate your subscription on our website. All the best, [Agent name]
6. Customer renewal email
It’s time for a gentle reminder to customers that their subscription is up for renewal. They may have forgotten about their renewal or be in two minds about whether to continue their subscription, in which case you’ll need to offer them a gentle incentive to renew. Here’s an email your account manager can use.
Hi [Customer name], I hope this email finds you well. According to our records, your account is up for renewal soon and I’m getting in touch to see if there’s anything I can help with that will make this process easier. Thanks so much for being an active user of our product over the past year. We hope you’d like to continue your subscription and I’m on hand if you’d like to take the next steps. You have two weeks to decide whether to renew, and to take advantage of our discount for existing customers. If you’d like a walkthrough of the new features we’ve added, we can schedule a demo to help you find out more about how [product name] can help you. If you’d like to jump on a call to discuss further, don’t hesitate to reply to this email. I’m always happy to help. Best wishes, [Agent name]
7. Thanking a customer
Sometimes, a customer leaves positive feedback and you’ll want to send out an email thanking them. Customers have taken time out of their busy day to express their appreciation so you should return the favor. Thank them enthusiastically but also ask them to share their positive review publicly.
Hi [Customer name], Thank you very much for your positive feedback - it really made my day. I’ve shared it with the rest of our team, who are all very grateful to hear that you’re happy with our [product/service]. We’re always working hard to improve the customer experience and it’s nice to know our efforts are hitting the mark. If I could ask one small favor of you, please would you consider writing a public review on [review site]? We always appreciate a positive customer review and it really helps us grow as a business. Once again, thanks for your support. Kind regards, [Agent name]
8. Processing a refund
There are the odd occasions when customers are unhappy with your products and return them, in which case you’ll be processing a refund. It’s always disappointing when this happens but you can use an email template to express goodwill and share your hopes that the customer will return to you in the future.
Hi [Customer name], I have processed your refund and you should expect to see the full amount credited to you in the next [insert amount] working days. I’m sad to find out that our product wasn’t quite right for you. If you’d like to consider any other products, hit reply to this email and I can walk you through some more options. Thanks for taking a chance with us and we hope to do business with you again soon. Kind regards, [Agent name]
9. Giving an answer to a customer question
This is a fairly straightforward customer email that simply provides an answer to a customer question. You should strike a positive tone because you are able to help the customer, and mention any context you think is relevant.
Hi [Customer name] Thank you for contacting the support team! I’m pleased to say I’m able to provide an answer to your question about [subject]. [Include the details of your answer, including any background information or insight into why an issue occurred]. If you have any further questions, don’t hesitate to reach out to me. I’m always here to help! Best wishes, [Agent name]
10. Following up with a customer
After an interaction with a customer, you’ll often want to follow up with them to check their issue was resolved. It’s bad practice to leave customers hanging and in any case they might need further help. You don’t need more than a few sentences to demonstrate that you care about their experience with you.
Hi [Customer name], I hope this email finds you well. I just wanted to follow up with you about the issue you were having with [product/service]. Has it been fixed? Is there anything else I can help you with? Just hit reply to this email if you need anything. No problem is too small! Kind regards, [Agent name]
11. Technical support
There comes a time when you will occasionally be dealing with customers who have technical issues over email. It’s a channel that gives customers the chance to craft detailed responses to your questions, which will help your technical support team solve the problem more quickly.
Hi [Customer name], Thanks for bringing this to our attention. We’ll do our very best to help you solve the problem. We’re sorry to hear that our product isn’t working perfectly for you. First, a few questions. When did you first notice this issue? Is it a persistent problem or are there times when the product works properly? Have you already tried to fix this problem yourself, and if so what solutions have you tried? Thanks for answering these questions which will help me get to the root of the problem. All the best, [Agent name]
12. Turning down a discount request
Sometimes customers will get in touch with asking for discounts on your products or services. Unfortunately, it’s not always company policy to offer discounts and you’ll have to turn the customer down gently. Here’s a product discount email template you can use.
Hi [Customer name], Thank you for getting in touch with us. I’m following up with you about the discount you asked for in your last email. I’m sorry to say we can’t offer you a discount on your current subscription. If you’d like to upgrade your subscription we can give you a [insert amount] discount valid until the end of the year. Sorry I don’t have a better answer for you. Please let me know if there’s anything else I can help you with. Kind regards, [Agent name]
13. Asking for feedback
It’s common for customer service teams to ask for feedback from customers. Whether that’s a form, CSAT survey, or NPS survey, or some other feedback survey, businesses need to find out what customers think of them and whether or not they’re doing a good job.
Hi [Customer name], I hope this email finds you well. You’ve been using our [product/service] for [number of months] now and I was wondering if you’d be open to providing some feedback for us on how we’re doing? We’re utterly devoted to our customers and feedback helps us improve what we’re doing. It would really make our day if you could fill out this short survey [insert link]. In return, we’re offering you [insert reward] if you take the time to complete our survey. Please reach out if you have any questions. I’m happy to help. All the best, [Agent name]
14. Asking for a review
It’s common for businesses to ask for reviews from customers who have enjoyed their experience with the company. Reviews help enhance brand reputation and attract new customers who have read the positive reviews. It makes sense to prompt your happy customers to leave reviews, and in many cases they will be pleased to oblige.
Hi [Customer name], I hope you’re having a good week! I noticed that you’ve begun to [explain how they’re using your product] and it seems to me like you’ve [give details of the results the customer has achieved]. How are you finding [product name] so far? If there’s anything you’d like to talk to me about, don’t hesitate to reply to this email or give me a call on [insert phone number]. I’m here for you 100%! If you’d like to share your experience with [product name], you can write a review on [review site] which will help out other customers just like yourself. I really appreciate your time and please reach out if you have any questions. Have a great day, [Agent name]
We hope you’ve enjoyed these templates for customer service. Hopefully they’ll improve your customer support operations and mean you can get more done in less time.
Email response templates are no substitute for the human touch. Make sure you personalize all your emails by filling in the relevant details, and always use the customer’s name. Templates are not an excuse to be sloppy with customers but instead to enhance the level of service that you can provide.
You can come up with a customer service response template for almost any scenario. Go through your customer support tickets to find out the most common queries that can benefit from a template. Make sure you’re using software like Keeping that will allow you to take advantage of saved replies.