In an age the place buyer feedback, opinions, and rankings can simply carry down companies, wonderful customer support is important for any enterprise trying to succeed. Offering wonderful buyer help will improve the corporate’s repute and construct model loyalty.

One of the environment friendly channels for buyer help is email. Nevertheless, crafting a well-written {and professional} electronic mail response will be difficult, particularly when coping with numerous buyer inquiries. 

Fortunately, although customer support brokers encounter a wide range of inquiries and points, most are usually frequent. So, to make sure fast and constant customer support, it’s smart to create a library of customer support electronic mail templates which might be straightforward to change. 

These predesigned templates can even provide help to enhance buyer expertise, construct stronger relationships together with your prospects, and in consequence, drive enterprise development. So on this article, we are going to discover six of the commonest customer support electronic mail templates your online business ought to have.

Desk Of Contents

4 suggestions for drafting customer support emails

When drafting customer support emails, do not forget that the purpose is to offer a useful and customized response. Your response must also resolve the client’s concern or inquiry. Lifeless or robotic emails will solely disinterest recipients. 

Listed below are 4 key suggestions to bear in mind when drafting efficient customer support electronic mail templates:

Personalize the e-mail

Personalizing your email is significant for those who’re trying to construct a powerful relationship together with your prospects or audience. It makes the e-mail really feel extra private to your viewers whereas exhibiting them you worth their enterprise.

One of many methods to personalize your customer support electronic mail is by addressing your electronic mail recipient by their identify. Prospects need to really feel valued and appreciated, and addressing them by their identify is an easy but efficient manner to take action. As well as, doing so creates a customized expertise, bettering buyer satisfaction and loyalty.

Right here’s a terrific instance that does so.

Order confirmation email.
Order affirmation electronic mail instance. Supply: RGE

Subsequent, guarantee your electronic mail is particular about their request or concern. This may present that you simply take heed to the client and take their considerations severely.

Your customer’s journey or interplay historical past can be a terrific level of reference to information the way you personalize your electronic mail. The data helps perceive if that is the primary time the client is experiencing a difficulty and the way lengthy they’ve been loyal prospects. This then informs the suitable tone in your electronic mail.

Use clear and concise language

Prospects usually search help or clarification on a services or products after they contact customer support. Due to this fact, you’ll want to use clear and concise language in customer support emails. The shopper wants to know the data offered.

This implies you’ll want to keep away from technical jargon, slang, or buzzwords the client might not perceive. As an alternative, use easy and easy-to-understand language. This may be achieved by breaking down complicated concepts into smaller, less complicated ideas. Additionally, use plain language to clarify them.

Be empathetic

When indignant prospects attain out to customer support, they’re typically pissed off. Displaying empathy can assist diffuse the scenario. It exhibits the client that you simply perceive their scenario and are dedicated to discovering an answer that meets their wants.

To empathize with these pissed off prospects, begin by acknowledging their complaints or considerations. This may present that you simply hear and take their considerations severely. You are able to do this through the use of language demonstrating that you simply perceive their perspective, like “I’m sorry to listen to that you simply’re experiencing this concern” or “We perceive how irritating this should be for you.”

Subsequent, deal with discovering an answer that meets their wants. This includes asking detailed inquiries to make clear the problem and providing choices for resolving the issue. Stay respectful {and professional} all through the interplay, even when the client will get indignant.

It’s additionally essential to contemplate the tone of the e-mail. Use language that’s well mannered, courteous, {and professional}. Keep away from utilizing language that is likely to be interpreted as confrontational or dismissive, as this may additional escalate the scenario.

💡 Study extra about tone and magnificence from our email etiquette study.

Reply promptly

Immediate responses to buyer inquiries are essential as a result of they present the client that their inquiry or concern is being taken severely. This helps them really feel valued. Immediately, most prospects additionally count on fast responses on enterprise days. Failing to offer one can result in frustration and a destructive notion of your online business.

To make sure these immediate customer support emails, you possibly can implement a number of methods. One technique is to set clear expectations for response occasions. This may be finished by together with an estimated response time within the automated electronic mail reply. You may as well present pointers for response occasions to customer support representatives.

One of many key pointers will be to prioritize customer support emails primarily based on the severity of the problem. Such a tenet will guarantee probably the most urgent buyer points are addressed first and promptly.

One other nice technique to make sure immediate responses is utilizing SaaS electronic mail advertising and marketing automation instruments like GetResponse and Hubspot. These instruments mean you can arrange automated electronic mail replies to acknowledge the client’s inquiry and supply an estimated response time. Moreover, most have an electronic mail filter function that helps prioritize customer support emails and route them to the suitable customer support rep.

You may craft customer support emails that comply with these 4 suggestions with generative AI instruments, like Writer’s CoWrite. By integrating it together with your model information, you possibly can prepare the software to autogenerate content material that matches your required terminologies, model, and tone.


The software additionally has a function that permits you to create customized and hyper-specific templates for various use circumstances. This makes it a priceless software to make use of to autogenerate your customer support electronic mail templates.

And what for those who needed to comply with the identical course of for creating advertising and marketing emails? The excellent news is that with instruments just like the GetResponse AI Email Generator, you possibly can create your advertising and marketing messages with AI in only a matter of moments.

6 frequent customer support electronic mail templates

Now let’s check out a number of the commonest customer support electronic mail templates you possibly can modify to speak with prospects through electronic mail simply.

1. Order affirmation electronic mail

At first look, an order confirmation email might look like only a transactional electronic mail. However it may possibly include a customer support element, too. 

After exhibiting that the client’s order has been acquired and is being processed, you possibly can encourage them to contact customer support if they’ve any questions or considerations. 

That is the place you should utilize a digital enterprise card. Incorporate it into your electronic mail so you possibly can share contact particulars. The benefit of these playing cards is that you may personalize them. You’ll discover many assets on-line that may provide help to choose the best digital business card resolution to fit your enterprise wants.  

Aside out of your important buyer help group contact particulars, just like the telephone quantity, and electronic mail tackle, it’s also possible to embody hyperlinks to helpful assets like weblog pages, tutorials, and guides in your card.

Order affirmation electronic mail template

Pricey [Customer Name],

Thanks in your latest buy with us! We’re excited to verify that your order has been acquired and is being processed. Listed below are the small print of your order:

Order quantity: [Order Number]

Order date: [Order Date]

Product particulars: [Product Name and Quantity]

Estimated supply date: [Delivery Date]

Billing tackle: [Address]

Delivery tackle: [Address]

If in case you have any questions or considerations about your order, please don’t hesitate to contact us at [Customer Service Email] or [Customer Service Phone Number]. Thanks for selecting us!

Finest regards,

[Your Name]

For the reason that order affirmation electronic mail can also be supposed to verify a buyer’s buy, a customer support electronic mail template of this sort must also embody the small print of the order. These embody the merchandise bought, the order quantity, the value, and the transport tackle. Apart from reassuring prospects that their order was profitable, the template additionally gives the required data to trace their cargo.

2. Response to grievance electronic mail

That is your typical customer support electronic mail template. It’s a reply to a buyer’s grievance or concern. After all, within the electronic mail, you don’t simply acknowledge your buyer’s grievance. An ideal grievance electronic mail must also clarify (if essential) and provide an answer.

That mentioned, this particular customer support response template needs to be customized and really empathetic. Acknowledge the client’s frustration or disappointment. Categorical a real need to resolve the problem. Reassure your prospects that you simply’re engaged on resolving the issue:

Grievance response electronic mail

Pricey [Customer Name],

We’re sorry to listen to that you simply had a destructive expertise with our product/service [specify and provide a summary of the issue they’re facing with your company/product]. We take buyer satisfaction severely, and we need to make issues proper.

Your message has been relayed to the suitable division, and we’re prioritizing resolving your points with [mention specific issue]. A group member ought to attain out to you shortly to help you additional.

Thanks for bringing this to out consideration, and we respect your persistence.

Finest regards,

[Your name]

If you happen to write your customer support electronic mail template properly, you’ll successfully present your online business’s dedication to buyer satisfaction. You may as well assist rebuild belief with the client. 

Lastly, it’s essential to reply to grievance emails promptly, ideally inside 24 hours of receiving the grievance. This can assist forestall the client from changing into extra pissed off or indignant. It may well additionally assist present that the enterprise takes buyer complaints severely.

3. Apology electronic mail

An apology electronic mail goals to realize the client’s favor by exhibiting them that the enterprise values their satisfaction. It’s barely completely different from a response to a grievance electronic mail. In an apology electronic mail, you’re positive it was the enterprise that dedicated the error which resulted in a poor expertise for the client. In response to a grievance electronic mail, you acknowledge the client’s concern and apologize for his or her expertise. Nevertheless, the apology isn’t essentially as a result of the corporate was immediately at fault.

However because you’re positive the error was in your finish, this sort of buyer help electronic mail template ought to start with a honest apology. Clearly clarify what went unsuitable.

Apology electronic mail

Pricey [Customer Name],

We need to apologize for the inconvenience induced to you by [Issue]. We worth you as our buyer, and we remorse any destructive expertise you might have had with our product/service.

We’re working to resolve the problem and stop it from occurring once more. As a token of our appreciation in your persistence, please settle for [Offer/Discount/Free Service].

Thanks for bringing this to our consideration. We respect your continued help.

Finest regards,

[Your name]

This customer support electronic mail template must also present compensation to the client. Guarantee them, too, that steps shall be taken to stop related points from occurring sooner or later. If you happen to’re but to discover a ultimate resolution, you possibly can listing the important thing steps you’ve taken as much as that time and maintain updating them in follow-up emails.

Keep in mind, the way you talk to a buyer by means of an apology electronic mail can assist rebuild belief and model loyalty. You are able to do this by turning a destructive expertise right into a constructive one.

4. Product inquiry response electronic mail

The aim of a product inquiry response electronic mail is to offer the client with useful data that addresses their questions on your providing. It additionally permits a enterprise to debate its product’s distinctive promoting proposition whereas constructing rapport with the client.

Right here’s a pattern electronic mail template.

Product inquiry electronic mail

Pricey [Customer Name],

Thanks in your curiosity in our product/service! We’re glad to help you with any questions or considerations you might have [provide product information to answer their inquiry]. Our group will attain out to you shortly with extra particulars.

Please tell us if there’s extra data we are able to present that can assist you be taught extra about our product/service. You may attain our customer support group by means of [phone number] or [email address].

Thanks for contemplating our product/service, and we look ahead to listening to from you quickly.

Finest regards,

[Your Name]

A product inquiry electronic mail usually consists of details about the product, corresponding to its options, pricing, availability, and any related particulars the client might have to make an knowledgeable buying determination. It must also encourage extra questions from senders to nurture them into loyal and glad prospects.

When essential, the e-mail can even embody suggestions or recommendations for different options you have got in inventory that may assist meet the client’s wants higher.

5. Thanks electronic mail

There are a number of situations the place companies have to ship thank-you emails. The important thing situations are after a buyer’s buy, the client’s anniversary with the corporate, or after they depart a constructive evaluate.

A thanks electronic mail goals to construct a constructive relationship with the client and encourage repeat enterprise. That’s why it must also have a customer support element.

Thanks electronic mail

Pricey [Customer Name],

Thanks in your latest buy with us! We hope you’re having fun with your new product/service. We respect your online business, and we want to say thanks by providing [Offer/Discount/Free Service] in your subsequent buy.

Please use the code [Code] at checkout to redeem your provide. If in case you have any questions or considerations, please don’t hesitate to contact us at [Customer Service Email] or [Customer Service Phone Number].

Thanks for selecting us, and we look ahead to serving you once more quickly.

Finest regards,

[Your Name]

So, other than expressing gratitude to the client, together with methods to contact your online business ought to they’ve any considerations.

You may as well embody a particular provide or low cost coupon code as an appreciation. Nevertheless, keep away from promoting your viewers one thing in your electronic mail to point out that you simply’re genuinely grateful. However, for those who’re sending a thanks electronic mail as a consequence of a profitable buy, your electronic mail can embody an invite to go away a evaluate or join a e-newsletter.

6. Unsubscribe response electronic mail

An unsubscribe response electronic mail is a customer support electronic mail template despatched to prospects who’ve chosen to choose out of an electronic mail listing. The e-mail’s primary objective is to offer the help the client wants as soon as they unsubscribe. 

So, the e-mail needs to be transient. Verify that the client’s request has been processed and that they may not obtain emails or different communications from the enterprise.

However even when your buyer already unsubscribed, you additionally need to present them with the help they want ought to they resolve towards unsubscribing ultimately. So, don’t neglect to incorporate a sentence in your electronic mail that permits for this risk. Try this instance:

Unsubscribe electronic mail

Pricey [Customer Name],

We’re sorry to see you go! Your request to unsubscribe has been acquired, and your electronic mail tackle has been faraway from our electronic mail listing.

If you happen to modified your thoughts, you possibly can resubscribe by visiting our web site or contacting us at [Customer Service Email] or [Customer Service Phone Number].

Thanks in your earlier curiosity in our merchandise/companies, and we want you all the very best.

Finest regards,

[Your Name]

Discover the “for those who modified your thoughts” paragraph within the electronic mail.

This sort of electronic mail additionally gives a superb alternative for the recipient to offer customer feedback on why they selected to unsubscribe. That may provide help to enhance and enhance your online business’s efficiency.

Summing up

Customer support emails are an effective way for companies to attach with their buyer base and construct constructive buyer relationships. Nevertheless, creating these emails afresh each time a buyer has an inquiry or concern will be tedious. That’s why you want customizable customer support electronic mail templates.

There are frequent customer support electronic mail templates that you simply must have in your library. These are the order affirmation, grievance response, apology, product inquiry response, thanks, and unsubscribe response emails.

To execute these electronic mail templates successfully, guarantee your electronic mail responses to prospects are customized, empathetic, clear, and immediate.

Customise our templates and comply with our electronic mail communication suggestions right this moment. You’ll present constant and high quality customer support that’ll earn you loyal prospects. All the very best!


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