When you use emails as the main form of communication with clients, you need to know good customer service emails examples. You have to learn the techniques on how to write an email to a customer in order to build better relationships. And, of course, the best practices to follow when collaborating on a helpdesk system.
That is, as a company grows, so do its customer support needs, from technical issues to new feature requests and admin stuff – contracts, discounts, payment forms and other questions your customers might have. So whether you’re following up with a new potential client and building your sales CRM or issuing emails about refunds, there are a lot of ways to go about it.
This is a key process for a sustainable business, since establishing good customer relationships is a determining factor for your growth. Customers appreciate efficient, quick emails to their needs and this increases the chances of them continuing business with you. On the flip side, by not following the best practices, you run the risk of upsetting your clients and not creating a favorable image for your company.
This is why paying attention to emails is an essential part of business administration and requires a quick-thinking, well-organized system to be useful. Continue reading to learn more and find our customer service emails examples you can tailor to your needs.
What you need to know about customer service emails
According to a report by Business Insider, businesses face loss on revenue, reputation and community building when they don’t offer good customer service, especially on e-commerce. It’s estimated that a bad experience through an interaction can make about 60% of customers give up on completing the purchase or deciding not to hire a service.
So, given that emails are still the primary form of customer communication, it’s essential to pay attention to them and the issues your team might face when responding.
Examples of situations you might face when wondering how to write an email to a customer are positive feedback, negative messages and queries about your operations. There are also many forms of technical support being done over email. Each of these situations has its own specifics, but the starting point is looking at it from your customer’s point of view. What do they actually need from you?
Part of the emails you get from customers are the ones that require answers. Those are key to building a better helpdesk Gmail system. That is, most clients are looking for a fast response so that they feel heard.
Often, especially for tech companies, there are questions about features, errors and misunderstandings. For instance, your customer might need to know how to set up an account on your system or how to locate a file they need to send their team.
So it’s clear that a fast response not only shows your determination to help, but cuts down on wasted time on your client’s end. This means they will see your service as a helpful tool that avoids delays.
Response to feedback
Whether it’s good or bad feedback, your customers have something to say. So there needs to be a way to hear what they are saying. For instance, they might have recommended you add a feature, asked for a change, left a complaint, recommended you to a colleague, etc. This requires your attention, as it took your customer’s time to add their feedback.
So if a client complains about something not working, email them back with solutions, an apology and a brief explanation of the issue. If someone left a good review, thank them. If there’s a request for a change due to user experience, pay attention to what the person says.
There’s a double benefit to this kind of email. They function as a short-term solution fix, but they also help you collect relevant information for future changes and updates. So while it’s important to give detailed answers, you should also take notes of what your customers have been saying for future reference.
Say a client signed up for your service. How do you tell them you’re setting up their account onboarding and ask for documents. Or what about someone requiring a cancellation? When do you write a refund email to clients? Having a system for these kinds of updates is very useful for two reasons.
First, it helps your team stay on track. Instead of having to fill each other in the ongoing tasks, you can all see the status of each one. Secondly, if you update your customer on each step of their concern, they will not need to email you too often. AKA: your inbox isn’t cluttered with new messages.
Updates on sent products, project steps, onboarding systems, contract documentation, renewals and emails about refunds are daily parts of a business, so you need to do them in a way that helps your team and company work better – without lacking on communication with your clients.
How to write email to customer concerns: best practices
But all of this is easier said than done. Creating an efficient customer support email system requires some collaborative effort and dedication. That way, you can streamline the process and find the rhythm that works better for your company, no matter what service you offer. From ecommerce to service providers, the best practices to customer service emails are similar.
Add a human touch but use templates
Templates are a very useful way to enhance your productivity. By using pre-written messages, you can reply faster to each customer email concern. You can also label emails according to specific filters as they show up in your customer service inbox. That way, they are sorted into specific concerns, from feature queries to emails about refunds.
That being said, you need to add a human perspective to your customer support system. While chatbots and machine customer support helps you cut down on time – and often, offers your clients a quick solution – they are not substitutes to an actual customer service email.
So, read carefully to understand what your customer truly needs. Use customer support emails examples to enhance your productivity, but customize them to your needs.
Show empathy to your customer needs
Empathy is a fundamental ability for customer support email teams. While there are a lot of recurring tasks, it’s important to understand the client’s point of view. Sometimes solutions aren’t clear, or aren’t easily accessible. Typically, the process of setting up a new product can be overwhelming due to a learning curve.
This is why when you’re thinking of how to write email to customers and answer them well, you need to put yourself in their shoes.
Be specific to their concerns
There are many recurring issues in any company’s support systems. Maybe all your clients require a guide on how to install your software. Maybe a new feature requires a tutorial. But even though concerns have common ground, each customer has their own challenges. You need to find automation and personalization balance in customer service to be successful.
So when you reply to customer service email examples like these, you need to know which question your customer is really asking. What are the issues they are facing with the new feature? What can be done to make their buying process easier. Which tool requires error corrections?
To make the process faster, you can create general guides and materials to be shared with customers with the most common queries. That way, when they email you, you can answer with a complete solution and direct them to the steps they need to follow first.
And here’s a tip: if the same concerns show up over and over again on your customer support inbox, it might be time to reevaluate your FAQ section.
Besides empathy and efficiency, good customer support emails examples are the ones that include a polite response. Apologize for any inconvenience, thank your customer for their patience and offer extra help if needed.
Politeness goes a long way in showing your company is truly committed to building a good relationship with your customers.
Keep each other on the loop
But great customer support emails examples aren’t just the ones that help your customers. They need to be helpful to your team as well. So while you solve the customer concerns, update team members on what has been done. If you work on a shared inbox for customer support, you can transform incoming messages into tasks and add notes to them as they are done.
You can also use these experiences to build a glossary of solutions though shared files. These glossaries help the process go faster and better on a long term basis.
20 customer support email examples for your company’s needs
Not sure how to write email to customers in a way that fulfills their needs, but makes your work more efficient? Templates are here to help. Adapt them into your company’s specific requirements and the services you offer. Then, have them ready to use when a customer emails your support team.
Here are 20 examples that can be used in various needs, from response to feedback to emails about refunds.
1. Response to complaint
Dear [Customer Name],
Thank you for sharing your concerns. We’re sorry to hear that you’ve experienced a problem with [product/service] and we apologize for any inconvenience.
We are committed to offering our customers the best way to solve their concerns. Could you please provide us with more details about the issue? This will help us enhance your experience with [product/service].
In the meantime, we’d like to offer [alternative solutions]. Please let us know if this would be helpful. We are open to building the best experience for our customers. So if you have any other suggestions on how we can resolve this matter, please reach out to us.
We appreciate your business and look forward to hearing back from you.
2. Response to positive review
Dear [Customer Name],
Thank you for taking the time to share your positive experience with [product/service]. We are happy to hear that you enjoyed using our product and that it met your expectations.
Proving the best possible experience for our customers is our priority and it is always rewarding to receive such positive feedback. We are grateful for your support and look forward to continue offering our services to you in the future.
Thank you again for your feedback.
3. Follow-up with potential customer
Dear [Customer Name],
I hope this email finds you well. I wanted to follow up with you regarding your interest in [product/service]. We would love to help you find the best solution for your needs and answer any questions you may have.
If you need to discuss your requirements and concerns in more detail, feel free to schedule a call to discuss them with our team.
Thank you for considering us to [insert customer’s main need]
4. Answer to a question about features
Dear [Customer Name],
Thank you for your interest in [product/service]. I am [Name] from [company]’s support team and would be happy to assist you with any questions you may have about our features.
Regarding your question about [feature], we offer [solution company has]. This feature allows you to [respond to customer’s concerns] and we believe it will be helpful for what you need.
Please let me know if you have any further questions. We can schedule a call to discuss your concerns further, if needed. If there is anything else I can assist you with, don’t hesitate to ask.
5. Technical support answer
Dear [Customer Name],
Thank you for reaching out to the [company name] team for technical support. I would be happy to assist you with any issues you are experiencing.
[Provide a detailed answer to the technical issue and any steps that may be required to resolve it.]
If you require further assistance or have any additional questions, please do not hesitate to contact us.
6. Technical support guide
We understand that you may be experiencing technical difficulties with [specific customer concern]. We’ve prepared a guide to assist you in resolving this technical issue.
Please refer to the attached guide for step-by-step instructions on how to troubleshoot and resolve the error. If you need any further assistance or concerns, please don’t hesitate to contact our team here.
7. New customer onboarding
We’re thrilled to welcome you to our service! As part of the onboarding process, we’ll need some additional information from you to ensure a quick setup process.
The first step is that you provide us with the following documents:
- [List of required documents and any specific instructions for how to submit them.]
If you have any questions or concerns about the onboarding process or the required documents, please don’t hesitate to contact us. We’re here to help and are committed to making your experience with us as simple as possible.
Thank you for choosing [company name]. We appreciate your partnership and look forward to working with you.
8. Feature request
Thank you for your feedback and for suggesting a new feature for [product/service name]. We’re always looking for ways to improve and enhance our experience, and we appreciate your input and collaboration.
We will forward your suggestion to the technical team and consider it for future updates. If you have any further ideas or suggestions, please don’t hesitate to share them with us.
Thank you for your support and for choosing [company name]
9. Contract renewal reminder
This is the customer team at [company name]. We wanted to take a moment to remind you that your contract with us is set to expire on [expiration date]. We value your partnership and would love to continue working with you.
To renew your contract, please follow these steps:
[List of renewal steps]
If you have any questions or concerns about the renewal process or your contract information, please don’t hesitate to contact us. We’re here to ensure that you have the easiest experience.
We appreciate your continued business and look forward to working with you in the future to [insert company’s mission].
10. Contract cancellation confirmation
We’re sorry to hear that you’re considering canceling your contract with us. We value the work we provide for our partners and would like to address any concerns or issues that you may have.
Before you make a final decision, please keep in mind that canceling your contract will result in the loss of access to [product/service] before the next payment cycle. You will lose access to any associated benefits at this date.
Please beware that if you have a fixed contract time, canceling earlier might result in penalties and fees.
If you still wish to proceed with canceling your contract, please follow these steps:
[List of cancellation steps]
Please note that once your contract is canceled, you will no longer face any recurring charges associated with your account.
If you have any questions or concerns about the cancellation process, fees, or penalties, please don’t hesitate to contact us. We’re here to help and want to ensure that you have a good experience.
Thank you for your business and we hope to work with you again in the future.
11. New product launch
We’re excited to announce the launch of our latest [product/feature], [Product/Feature Name]! This new addition was developed to enhance your experience and help you [insert product’s mission]
[A brief description of the new product/feature and its benefits with a link to specific pages]
As a member of our community, we wanted to invite you to try [product/feature] early. To get started, [Instructions for accessing the new product/feature].
We hope that this will be a valuable tool for your business, and we’re excited to see how it meets your expectations. If you have any questions or feedback about the new feature, please don’t hesitate to contact us. We’re always here to listen to our customer’s needs.
Thank you for working with us and we look forward to keep innovating together.
12. Refund email to customer
We’re sorry to hear that you’re not satisfied with our product and would like to request a refund. We understand that sometimes things don’t work out as planned, and we want to make things right for you.
To get a refund, please follow this step-by-step guide:
[List of refund steps]
Once we receive your request and all required documentation, we’ll process your refund as soon as possible. Please note that it may take a few business days for the refund to appear on your account or card depending on your banking service.
If you have any questions or concerns about the refund process, please don’t hesitate to contact us. If you’d like to offer feedback on your experience, please access [link to feedback form].
Thank you for trying our product and we hope to offer a solution that works for you in the future.
13. Late response apology
While delayed responses are part of a business, they are very detrimental to your relationship with potential and existing customers. So when using customer service emails examples to this issue, be extra apologetic about the delay and offer a detailed solution. Here’s how to write an email to a customer in this situation:
We want to apologize for the delay in our response to your [inquiry/issue]. We understand that time is sensitive given the situation, and we’re sorry for any inconvenience this may have caused you.
We’ve reviewed your [inquiry/issue] and would like to provide you with a solution to address the matter. Here are the steps to resolve it:
[List of solution steps]
We hope that these steps help to resolve the matter. If you need any extra assistance or have further concerns, please don’t hesitate to reach out.
Once again, we’re sorry for any inconvenience caused by the delayed response, and we appreciate your patience and understanding.
[optional: include a coupon code, extra service free of charge or any other form of compensation]
Thank you for your understanding and support.
14. Message received confirmation
To avoid facing the previous issue, it’s always a good idea to have a couple of customer service emails examples to auto reply to messages as they come. Here’s a template:
Thank you for contacting our customer service team. We are facing a high volume of inquiries and response times might be delayed, so we appreciate your patience. We’ve received your message and will get back to you as soon as possible. Expect a message from us in [estimated time].
As always, we aim to provide our community with helpful service and address their concerns with full attention.
In the meantime, please feel free to check out our FAQ page [insert link] to see if your question has already been answered.
Thank you for choosing [company name] and we look forward to assisting you soon.
15. Maintenance alert
We want to inform you that our [service/product] will be going through maintenance on [date] from [start time] to [end time]. During this time, [service/product] may be temporarily unavailable.
We conduct regularly scheduled maintenance to offer quality and stable service to all [service/product] users. The maintenance will be completed as quickly as possible to avoid any unnecessary downtime.
But we understand this might cause concerns, so we apologize for any inconvenience. Our utmost mission is to provide our customers with the best possible service, so we appreciate your patience and understanding.
If you have any questions or concerns about the maintenance, please don’t hesitate to contact us. We’ll be happy to provide you with additional information.
16. Feedback request on interactions
We hope that our team has been able to provide you with the best possible service and support to your recent inquiry.
At [Company Name], we believe in offering our customers the best service and experience. If you have any feedback on your recent interaction with our team, we would love to hear from you.
We value your opinion and would appreciate it if you could take a few minutes to complete this short survey [insert survey link]. Thanks to your feedback, we will work on improving our services for the future.
If there’s any additional concern regarding your customer support experience, please don’t hesitate to reach out to us.
17. Feedback request on products
You’ve recently used [product/service]. Here at the customer support team for [company name], we believe that our users’ feedback is the best way to enhance our services. That’s why we’re reaching out to request your feedback on your recent experience with us.
If you could take [estimated time of survey completion] to answer a few questions about your use and concerns regarding our product, we would value your opinion greatly.
[Insert Link to Survey]
Your feedback helps us to identify improvement areas and to provide the best solutions to our customers.
Thank you for your time and input. We appreciate your consideration. If there’s anything else you wish to share, please do not hesitate to contact us.
18. Response to discount request
Discount requests can be a tricky subject for customer service emails. Sometimes, a company can offer a discount rate for a specific client, so here’s how to write an email to a client approving this discount:
Thank you for contacting the [company name] team. We’re pleased to inform you that we can offer you a discount of [X%] on your purchase.
Please use the following discount code at checkout: [Discount Code]. The discounted rate will be valid until your next billing cycle at [date of renewal].
Thank you for choosing [product/service]. If you have any questions or concerns, please don’t hesitate to contact us.
However, sometimes the company might not be able to provide potential clients with a discount. To continue the conversation, it’s important to provide examples of added value and help your client understand how your product can help them.
We appreciate your interest in [product/service] and thank you for considering us.
Unfortunately, we’re unable to offer you a discount at this time. We understand that every customer has unique budget concerns and we work hard to offer valuable services at competitive rates.
[optional: if you have a different product/service with a lower price that might be useful to your customer, tell them about it here]
If we do offer any promotions, we let our community know via our newsletter. Sign up to get updates from us at [mailing list link].
In the meantime, if you have any questions or concerns, please don’t hesitate to contact us.
Thank you for considering [product/service].
19. Status update
Thank you for completing your purchase with [company name]. We’re looking forward to providing you with the best solution for your business. Your order will be processed in [estimated time] and a team member will reach out to start the onboarding process.
In the meantime, you can read more about our features and how to better use them on the attached guide.
Thank you for choosing [company name]. We look forward to working with you.
20. Thank you message
This is [your name] at [company name]. We wanted to take a moment to thank you for choosing our solutions. We value you as a member of our community and work to develop new ways to offer you innovative and valuable services.
Your trust and partnership is valuable to us and we believe in providing you with the best possible customer experience. If you have any feedback, concern or inquiries, please don’t hesitate to reach out to us at [company name]’s customer team. We look forward to hearing from you and keep building a great partnership.
Why choose email for customer support?
Through these customer service emails examples, you can see that this is a flexible, efficient way to have an open dialog with new and existing customers. By setting up a good system, you can make sure their concerns get quick responses and they feel heard.
Using a shared inbox for customer service teams
A shared inbox is a great solution for writing and reviewing customer service emails examples, whether they concern specific technical issues or admin concerns like refund emails to customers.
If you have a shared inbox, you can grant access to the entire team directly from their own Gmail account. Instead of logging in and off, the team members can see messages coming in real time, turn them into tasks with a clear plan of action and respond accordingly.
This makes the prioritization process easier, since everyone can see what’s being answered and what clients still need a response. Not to mention, with a shared digital space, you can create templates, share files and guides and ask for help when you need to solve a situation. That way, the support team won’t be stuck trying to decide how to write email to customer inquiries faster and better.
Our tool Drag allows you to support customers right from inside support tickets start and end: your inbox. Drag turns Gmail into a collaborative workspace where you can integrate support inboxes such as support@ or help@.