Sample Business Email Letting an Employee Know Its Easier to Reach You via Email

While client service email isn't as trendy as video chat or as impressive every bit AI, it's a reliable, popular method companies employ to provide a good customer feel.

Many customers choose electronic mail when they want help or to tell a company about an experience -- good or bad. They like beingness able to write an email any time and receive a detailed written response from the company -- one they tin can use to concord the company accountable if conflicts emerge.

Some experts predict that newer digital channels will be the death of customer service emails. However, email remains the go-to for many customers, according to Salesforce's 2020 survey reporting that 93% of the 12,000 consumers surveyed use the aqueduct.

To handle the loftier book of email, most companies create a library of email templates -- similar to form letters -- for client service agents to use. Companies often expect customer service agents to customize these templates and respond to customers with personalized answers.

What is customer service email?

Customer service e-mail is a long-standing communication channel that companies use to respond to customer questions, requests for assist, feedback and complaints. Many companies have used it since the 1990s.

While customer service email's popularity may have diminished slightly as companies added social media, alive conversation and messaging channels, it competes with the telephone for most popular channel. For example, Zendesk's 2020 inquiry found 66% of surveyed customers chose the phone to resolve an result with a company, and 49% chose electronic mail.

Customer service email is an asynchronous communication aqueduct, which means the client and the company are responding at different times. Synchronous customer service communication channels include telephone and alive chat. In these, the client and the company communicate with each other at the same time and during the aforementioned customer service session.

Many companies take embraced customer service via email considering it enables them to manage a large volume of customer outreach. Businesses don't accept to answer emails in existent fourth dimension, as customer service agents can respond outside normal concern hours, or during times when they are not receiving telephone calls or conducting other time-sensitive tasks.

Customers may adopt to e-mail companies when they need customer service for several reasons, including the post-obit:

• Email tin can be sent at any time. Dissimilar a phone telephone call or chat, customers don't have to wait in a queue to ask questions or express concerns. They can ship an email when it's convenient for them.
• Express questions or concerns in detail. Customers can vent nearly why they're upset, give the specifics of their trouble and ask a serial of detailed questions.
• Ability to send attachments or images. Attachments and images can assistance analyze advice, such as provide proof of a damaged product or give additional context for a question.
• Consistent channel communication. A customer who purchases something online will receive a confirmation email from the visitor. It's like shooting fish in a barrel for a customer to just hitting "reply" when they need service.
• Familiarity with email. Customers are comfortable with electronic mail every bit they frequently use it daily in their personal and professional lives.

Customer service email best practices

All-time practices for customer service teams using email include the following:

Always answer to client emails

When a customer sends an electronic mail with feedback, a client service agent should always reply -- even if the feedback is unusual, already known or overly emotional. A client service squad should also have a plan for acting on customer feedback and sharing information technology with other departments.

Respond to client emails promptly

Customers want quick responses to their emails, and businesses that take longer than a solar day to reply will frustrate them. Nearly 22% of surveyed customers expected a response to an email in less than an hour, according to the previously mentioned Zendesk survey.

Since a customer service team may not take the staff or resource to answer customers emails in less than an hour, here are some tips for answering as promptly as possible and managing customer expectations:

• Send an autoresponder email. Immediately confirm the customer's email has been received. Permit the customer know when they'll exist provided with a specific answer to their question. Link to self-service options such as FAQs, user guides and videos.
• Publish a promised response time. Customers dislike the uncertainty of waiting to receive a reply. Publish response times on the customer service page on the company website or anywhere else customers might find the customer service email address.

Reply customer questions completely

Sometimes customers email to ask elementary questions, such as hours of performance. It's easy to give a complete reply to a question such every bit this. All the same, customers questions are oft less cut-and-dry out, and the chore of responding completely is more than complicated.

Answering customer questions completely includes the following three parts:

• Read incoming client electronic mail carefully. Detect what they're saying, what they're asking and how they're feeling.
• Answer the questions the customer asked in the email. Look for sentences that begin with question words (who, what, where, when, why and how) or terminate with question marks.
• Anticipate and answer questions the customer didn't know to inquire. For case, if a customer emails their bank to ask, "Can I alter the number on my savings account?" the respond from customer service will be, "No, you cannot change the number on an existing savings account." While this answer is right, it's not consummate. To write a consummate response, consider the customer's ultimate goal and answer the question they didn't know to enquire. In this case, the customer's goal is to get a new number for their savings account or disable the old number. If the client thought ahead, they might have asked, "How do I get a new number for my savings account?" A customer service agent should likewise answer this (unasked) question for the customer past maybe saying, "The only mode to get a new savings account number is to close the existing account and open a new i. Hither'due south how to close your account ending in 1234 and open a new account." The agent should also include the appropriate links for the customer to shut or open an account.

Customize the e-mail template to provide a personalized response

An email template is a starting point for writing a personalized response to a customer. A customer service agent must ever customize an electronic mail response to assure the customer that someone is taking their question, comment or complaint seriously.

The following tips explain how to personalize a response:

• Omit any office of the template that'south not needed. Reading off-topic information makes customers suspicious most the entire email.
• Paraphrase the information the customer shared. For case, a customer emails the visitor maxim, "Twice last week, I drove over to your Springfield store so I could return this vacuum. Just the shop wasn't open even though the sign on the door and your website said it would exist open!" In their response, the amanuensis should paraphrase the customer's information, and respond maxim, "I'g so sorry y'all fabricated multiple visits to our Springfield store simply to notice it wasn't open when it should be."
• Use specifics. Greet the client past proper noun. Include the client's business relationship number, date of purchase, loyalty program status or location.
• Empathise. Customize at least one judgement that empathizes with the customer'south perspective, actions or emotions. Because every customer is dissimilar, most templates don't include a prewritten empathy judgement. Agents need to write this sentence differently for each customer. For example, an agent could write, "I sympathise why yous need united states of america to correct this invoicing error promptly," or "Yous're right. Our application process can be confusing, so please allow me show y'all the quickest way to begin."

Don't utilize the e-mail template if information technology doesn't answer the question or will hurt the human relationship

While an e-mail template makes it easier to respond quickly and concisely to customers, at that place are instances where a scripted response isn't advisable. Customers with questions or concerns might need more personalized or detailed answers than a template tin can provide. With this in mind, it's important to evaluate each customer email and craft an understanding and helpful response to maintain a positive relationship. A template should not be used if it does the following:

• Doesn't answer the question. Even if the company has a large library of customer service email templates, customers will still ship questions or complaints for which a customer service agent doesn't have a template. Don't use a vaguely relevant template. For example, an email template for, "How to calculate shipping costs," shouldn't exist used to reply to a customer'southward inquiry about international shipping if that template only explains how to calculate domestic shipping. Instead, customize a response.
• Hurts the relationship. When a customer is feeling disregarded or disrespected by the visitor, don't use a template. A scripted answer will only make the customer feel worse. Instead, customize a sincere, empathetic and tailored response. The concluding thing an emotional, unhappy customer wants to read is a re-create-and-paste email.

x customer service email templates

The following templates embrace mutual customer service situations. Each template uses brackets to place the places where a client service agent should customize their response. To assist customize, these templates include placeholders, prompts and optional sections.

• Placeholders. Simple placeholders are for pieces of data, such as an business relationship number or a engagement. A placeholder looks like this: [account number].
• Prompts. Prompts betoken where an agent should customize a sentence or role of a judgement. A prompt looks similar this: [situation/product that made the client angry].
• Optional department. Some templates include optional paragraphs or bulleted lists.

ane. Response to an aroused customer

Hello [Name],

Thank you for letting us know about [situation/product that made the customer aroused]. We're truly sorry we let you downwards.

[Optional section]

Here are the steps we'll take to make this situation right:

• Jitney [our employee virtually how to complete this procedure properly, etc.]
• Train [our forepart desk-bound staff on our new cheque-in procedures, etc.]
• Research [your account history and right this invoicing mistake, etc.]
• Update [our procedures for onboarding new clients, correcting invoice errors, etc.]
• Prepare [the broken link in our customer portal, our foyer kiosks, etc.]
• Follow up [on your tech support ticket, etc.]

[Optional section]

As a goodwill gesture, we're sending you a [coupon code, disbelieve offer, voucher, etc.]. We hope you'll give us another try!

If you have any questions, delight reply to this electronic mail or call our Customer Service Team at i-800-123-4567. Nosotros're available Monday through Fri, from 7 a.m. to 9 p.m. CST.

Sincerely,
Chris Smith, customer service agent

2. Response to a happy customer

Hello [Name],

Thanks so much for letting u.s. know about [situation/product/staff fellow member that made the customer happy]! I'll share your feedback with [the staff fellow member's director, the product development team, etc.]. Thanks for being a fan and for taking the fourth dimension to email u.s.a. about your experience.

[Optional department: Where words are underlined, add hyperlinks]

Because you lot had a neat experience with [our product, service, staff member, etc.], I thought you might like to know nigh other ways to connect:

• Join us on [date] for [event]
• Follow us on social media [Twitter, Facebook, Instagram, LinkedIn]
• Subscribe to our newsletter for special offers and discounts
• Sentinel our YouTube videos about [topic]

If you take questions, please answer to this e-mail or call our client service team at 1-800-123-4567. We're bachelor Monday through Friday, from 7 a.m. to ix p.1000. CST.

Sincerely,
Chris Smith, customer service agent

3. Response to a client'south request for a refund

Hello [Proper name],

We're following up on your request for a refund for [production proper noun, subscription fee, etc.]. Given [the commitment delay, your unhappiness with the product, our error in sending you the wrong production, etc.], we volition certainly refund your payment of [$000]. We will issue this refund to your credit card ending in [XXXX]. You should run into this refund on your credit card argument within 7 to 10 business days.

[Optional section]

We're truly deplorable we let you down. Every bit a goodwill gesture, we're sending you lot a [coupon code, discount offer, voucher, etc.]. We hope y'all'll give us another try!

If you have any questions, delight reply to this electronic mail or call our client service team at 1-800-123-4567. We're available Monday through Friday, from 7 a.m. to 9 p.m. CST.

Sincerely,
Chris Smith, customer service agent

4. Follow-up to an unresponsive customer

Howdy [Name],

I'm checking in again about [our request for your mailing address, to schedule a virtual demo of our production, for you lot to provide updated data virtually your life insurance policy beneficiary, etc.]. We need this information, and so nosotros tin can [outcome]. Could you lot respond to this electronic mail and include this information by [date or timeframe, eastward.thousand., end of the week, end of the mean solar day, tomorrow, etc.]? Thank you very much.

[Optional section]

Nosotros do realize this [procedure, request, etc.] tin exist [time-consuming, detailed, overwhelming, etc.], so we'd be glad to help you complete information technology. Please let me know if you'd like to [schedule a call, schedule a meeting, share your desktop, etc.]. I'chiliad glad to help!

If you have whatever questions, please reply to this email or call our client service squad at 1-800-123-4567. We're bachelor Monday through Fri, from vii a.thou. to ix p.chiliad. CST.

Sincerely,
Chris Smith, customer service agent

5. Checking in with a customer

Howdy [Name],

I hope all is well with you lot and your team at [visitor]. I'k checking in with yous today to follow up on [topic]. It's been [a while, X days, weeks, months, etc.] since we discussed this, and I don't desire [this consequence, this opportunity, your asking, etc.] to autumn off your radar or mine!

[Optional department. Delete the bullets if 1 is used]

• Would y'all similar to schedule a telephone call? If so, please let me know about a convenient engagement and time.
• Did you take any boosted questions about [insert topic or product]? I'd be glad to talk through them with you, whenever information technology's user-friendly.

To achieve me directly, delight email me at [electronic mail protected] or call my direct line: i-800-111-2222. You lot can also reply to this email or call our customer service team at 1-800-123-4567. All our agents have access to your account information and can help you lot. We're bachelor Monday through Fri, from 7 a.m. to nine p.g. CST.

Sincerely,
Chris Smith, customer service agent

six. Response to an inquiry from a client

Hello [Name],

Cheers for contacting u.s. about [paraphrase the customer'due south inquiry]. I'yard glad to provide the [information, details, answers, specifications, etc.] you lot requested. [Insert the answer to the client'south question here. Include hyperlinks, images or attachments, if needed.]

[Optional department: Where words are underlined, add together hyperlinks]

If you'd like additional information about [topic of inquiry], delight have a wait at:

• Our online catalog, where you can search for [topic of research]
• Our [FAQs], where you tin can learn more about [topic of research]
• Our social media channels, including [link to Twitter, Instagram, etc.]
• Our newsletter, which provides tips and offers related to [topic of inquiry]

To reach me straight, please electronic mail me at [email protected] or telephone call my directly line: one-800-111-2222. You lot can also respond to this email or phone call our customer service squad at one-800-123-4567. All our agents accept access to your business relationship information and tin assistance y'all. We're available Monday through Friday, from vii a.m. to 9 p.g. CST.

Sincerely,
Chris Smith, client service amanuensis

7. Response to customer'south request for technical support

Hello [Proper noun],

Thanks for your question nearly [paraphrase the client's request for technical support]. We're glad to assist! From the description yous provided, I believe the effect is [explain the state of affairs or why the problem is happening]. Here'southward what we'll need to do to get you lot up and running with [product or process]:

[List the steps amanuensis will accept or wants the customer to have. The steps listed here are just placeholders.]

1. Log in to your account at _______________
2. Cheque the post-obit settings: _______________
3. Download_______________

[Optional section: Where words are underlined, add hyperlinks.]

For future reference, here are links to other [name of product or procedure] resources:

• [FAQs], where y'all can search on [term] to learn more than about [technical topic]
• [Documentation, user guide], which provides detailed information on [technical topic]
• [Video, diagram], which takes you through [process], footstep by step

If you have any additional questions, delight reply to this email or phone call our customer service team at 1-800-123-4567. We're available Monday through Friday, from seven a.chiliad. to ix p.grand. CST.

Sincerely,
Chris Smith, customer service agent

8. Response refusing a customer's request for a discount

Hello [Proper noun],

Thank you for contacting us to asking a discount on [product, fee, membership, subscription, etc.]. We're sorry, but we're not offering that type of discount [on that production, this month, for Starter Package customers, etc.]

[Optional section. Where words are underlined, add hyperlinks.]

I do understand why you reached out to ask about this, so hither are some ways y'all can take advantage of one of our upcoming [offers or discounts]:

• Subscribe to our newsletter where we share news nigh special offers.
• Bring together [name], our loyalty program. [Proper noun] customers are eligible for discounts and other deals.
• Contact your business relationship managing director, [Name], directly. [He/She] may be able to provide discounts in the future.

If you have whatever questions, please respond to this e-mail or call our client service team at 1-800-123-4567. Nosotros're bachelor Monday through Fri, from 7 a.m. to 9 p.m. CST.

Sincerely,
Chris Smith, customer service agent

9. Welcoming a new client

How-do-you-do [Proper noun],

Welcome to [product name, service, subscription, etc.]! Cheers so much for [ownership, joining, subscribing, signing-up for, etc.] We're looking forward to [helping y'all with 10, supporting your Ten efforts, providing you with X], so you can [outcome of using our product, service, subscription, etc.].

[Optional department: Where words are underlined, add together hyperlinks]

Nosotros offering lots of means to connect:

• Join us on [date] for [result]
• Follow us on social media [Twitter, Facebook, Instagram, LinkedIn]
• Subscribe to our newsletter for special offers and discounts
• Picket our YouTube videos well-nigh [topic]

Nosotros're here to help! If you take whatsoever questions, please reply to this email or phone call our client service team at one-800-123-4567. Nosotros're available Mon through Fri, from 7 a.yard. to 9 p.m. CST.

Sincerely,
Chris Smith, customer service agent

10. Autoresponder confirming receipt of client'southward incoming email

Hello,

Thanks for contacting our client service team. This email is to let you lot know nosotros've received your email, and we volition reply to you directly within 24 hours.

[Optional section: Where words are underlined, add hyperlinks.]

You may too desire to take a expect at some of our online assistance resource:

• [FAQs], where you can search by keywords or product names
• [Documentation, user guide], which provides detailed how-to information
• [Video, diagram], which have you lot through the process, pace by footstep

If you have whatever additional questions, please transport an email to [e-mail protected] or call our customer service team at 1-800-123-4567. We're available Monday through Friday, from 7 a.m. to 9 p.thousand. CST.

Sincerely,
Chris Smith, customer service agent

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Source: https://www.techtarget.com/searchcustomerexperience/feature/10-sample-customer-service-email-templates

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