The Secrets to a Perfect Customer Service Email Template

Illustration by Ryan Prudhomme via Dribbble

The quality of your customer service emails impacts your brand’s perception. Excellent customer service is essential at all times. If you amaze customers with unique emails, whether you’re a startup or an established brand, you can earn a significant competitive advantage.

Given the high quantity of emails each day, it’s challenging to maintain the quality of every email response. However, it is critical if you are attempting to build a customer-centric culture.

Keep in mind that an email may be a customer’s only contact with your company. You can’t miss out on this once-in-a-lifetime opportunity to build a better relationship with them.

This article will explore a few essential guidelines for creating customer service emails and some templates you may take advantage of.

How important is customer service for a brand?

Did you know that the most common reason customers leave a business is that they believe the organization doesn’t care about them?

Amazon has developed a billion-dollar business by providing exceptional customer service. While 80 percent of brands believe they offer a superior customer experience, customers have a different opinion. Only 8% of customers think they have received excellent customer service.

According to research, 86% of customers are willing to pay more if the customer support is of higher quality. There are also 73% of customers who believe good customer service helped them fall in love with a company.

The best part about customer service is that you have complete control over the kind of service you provide to your clients.

Top tips for every customer service email

Although each client interaction is unique, there are some recommended practices that your customer service team should follow at all times. These and other customer service rules will be beneficial to both you and your customers.

Customer Service Email Tips
Illustration by Guna UX via Dribbble

Show that you are a human

Automated customer service is becoming more popular. However, an automated help email should have a human feel about it.

  • The first tip is to use their given name. Using a customer’s name communicates that you care about them as a person. Also, provide your name. The use of your name demonstrates to the buyer that you are a real person.
  • Because emails are a compilation of words, the language you use matters.
  • Spend some time learning about the most effective customer service words. Use positive phrases in general.
  • Make sure your email policies are in line with your overall communications strategy. Customer support emails should have the same tone and personality as your social media, website, and other marketing materials.
  • Emails should not be an obstacle to customer experience. Ensure that your spelling, punctuation, and grammar are correct. Νever say anything sarcastic, insulting, or angry.
  • Your customer communications should also be personalized and written in a natural, human tone.

Here’s an example:

Hello, [First Name of Customer],

Thank you so much for getting in touch with us. We appear to have sent you two dresses rather than one.

While we want you to have the best style, we made a mistake. The dress does not need to be returned to us. You have the option of keeping it, gifting it, or donating it. We apologize for the inconvenience.

Please get in touch with us if you have any additional queries.

[Your Name]

Remember that every email you send to a consumer is an opportunity to build a better relationship with them.

Be direct, concise, and empathic in your communication. Think about how you want to be treated if you are the customer, and then act accordingly.

Emails answering questions

Every day, your customer service team is likely to receive a large number of inquiries. And they may be asked the same question several times.

The customer, on the other hand, is frequently asking that question for the first time. Having set an autoresponder software can solve some of the fundamental questions immediately without spending too much time.

If an autoresponder is not an option for you, you can craft some email templates for responding to queries when giving email assistance.

Request information the right way

It’s not uncommon for a customer service team to require further information to resolve a problem. However, you should ask for the information clearly to the customer and try to help them elaborate on their situation.

This method is seen in this awesome customer support email template:

Hello, [First Name of Customer],

Thank you so much for being so patient during this process. I’d be delighted to assist you with any problem. All I need is a bit more information to figure out what’s going on.

I’d appreciate it if you could send me a screenshot of the error message you’re getting.

[Insert instructions] to take a screenshot.

Also, could you inform me if you’ve done any recent updates?

I’ll be able to solve the problem more effectively once I have this information.

[Your Full Name]

Pro tip: Be as warm and welcoming as possible when emailing a request for more information and pay attention to your reaction speed as it plays a crucial role in this case.

Respond to their original request as soon as possible. Delaying a response only to be followed up with a request for further information will not provide your customer with a positive experience.

Provide resources and answer all their questions

Provide resources to assist the customer in addition to answering their queries in the email. Refer them to your knowledge base or frequently asked questions. Respect their time by just offering them the most helpful links and resources.

Keep in mind that when they reach out to you, they want to solve a problem, and the best practice is to educate them around that.

Another pro tip is to answer each of their questions in separate paragraphs to help them skim through the email and find whatever they want.

A great email template that concludes all of the above looks something like this:

Hello, [First Name of Customer],

I appreciate your patience on [problem].

To start with, here are some helpful resources for you to have in mind:

  • [FAQ questions]
  • [Resource 1]
  • [Resource 2]

As far it concerns the other questions follow the steps below:

What is the status of my order?

Until you input your updated credit card information, your order is on hold. Your order should be processed after you’ve updated your card. By navigating to My Account and selecting My Orders from the left menu, you can always check the progress of an order.

How can I modify the details on my credit card?

  1. In the left part of the home page, click the My Account icon.
  2. The page for your account will display.
  3. From the options, select Payment Options.
  4. To add card information, click the Add Card Info button.
  5. Fill in your credit card information in the form.
  6. Save the file.

You have the option to change your card at any moment. Check out the page in our Help Center to learn more about managing payment alternatives.

Thank you for getting in touch with us. Would you mind letting me know if you have any other questions?

[Your Full Name]

As shown in the email above, bullet points or numerical lists can be valuable ways to organize information and present clients with simple, digestible steps to fix their problems.

Proactively follow up

When you want to build a better relationship with your customers, remember that It’s not just about that first email to provide exceptional customer service. It’s also about aftercare.

To get ahead of the game, follow up and ask your customer if they have any other issues to be addressed. An excellent strategy to do that is by using an email template builder to craft an engaging email.

Pro tip: You can always ask your customers to send you feedback on their customer experience, which is an excellent way to strengthen your social proof through testimonials and reviews.

Such an email template would be like this:

Hello, [First Name of Customer]

I would like to double-check that you were able to solve [problem]. Would you please let me know if you require any other assistance?

Would you please not hesitate to send an email, if you need anything else?

PS. Feel free to leave a review as it makes a big difference to us.

[Your First Name]

Customers appreciate it when you follow up with them just as much as they appreciate it when their issues are resolved. Following up is always the best course of action for your business.

Emails reaching out to customers

Every interaction with your consumers is an opportunity to impress them. Responses to their emails and proactive outreach emails you send are all part of this strategy.

Welcome new customers

A welcome email is frequently the first official communication between you and your new customer. Because these emails allow you to introduce yourself to your client, they are beneficial for your brand.

Although these initial emails can be crafted through an email marketing service, that doesn’t imply they have to sound robotic. It’s preferable if it’s as personal as possible. Sending a welcome email from a specific individual, such as the CEO, is one method to personalize it.

You can make a personal connection with the consumer, offer assistance, and even supply a few essential tools to assist the customer using your product or service successfully.

Hello, [First Name of Customer],

We’re excited to join forces with you and have you in our community. Thank you so much for choosing us for your journey.

We want you to feel at home as soon as possible; therefore, we’ve gathered some helpful resources here [insert link].

On Instagram, we’re constantly introducing new items and ideas. [insert link] to keep up with us.

Once again, thank you for visiting. We are excited to collaborate with you.

Do not hesitate to get in touch with us if you have any questions or require assistance.


Remember to include branding and company name in your welcome emails. You’re building trust with your audience at this point, so use company branding where possible.

The Takeaway

Excellent customer service fosters brand loyalty, generates brand advocates, and boosts the revenue of a brand.

This article will guide you to get started on the road to customer service success, whether you’re a small business or an established brand. Feel free to copy these customer service response templates, and start enhancing the level of service you provide right now!

Until the next one, keep providing an excellent customer experience.

About the Author!

Alex works at Moosend as a content writer. From an architectural background, he took a leap of faith into the realm of digital marketing and has never looked back. In his spare time, you may find him traveling across the world.

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