Live chats and social media channels are commonly used as customer support tools these days. But you’d be mistaken to think they were the best options available.
Think about this. When a customer makes a complaint on Twitter, the post could go viral really quickly and taint your brand image before you even get a chance to respond. Email complaints are different. They are more private, and you have a fairer chance of resolving the complaint before things get out of hand.
But email complaints aren’t exactly the easiest to respond to if you ask around. This article is the guide you need. We have compiled several customer service email templates to show you the ideal way to respond to customer complaints and feedback. You may also modify these templates to your needs. Let’s briefly examine the fundamentals before diving into practical strategies.
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What Is a Customer Service Email?
A customer service email is an email response to customers’ feedback on products and services used. They are written to provide timely and helpful solutions to customer inquiries and ensure customer satisfaction. For a customer service interaction to be considered good and effective, the customer must feel supported and valued throughout their interaction with the brand.
Although social media channels are also great for these kinds of interactions, emails are considerably more commonly used for this purpose. One reason is that emails rely basically on mailing lists and don’t involve as much ongoing page development, while social media platforms involve lots of content creation, page management, and in some cases, paid advertising campaigns.
7 Customer Service Email Templates That Make Customers Stick to Your Brand
A thank you Email
This is appreciating your customers for choosing your brand ahead of the competition. Have your customers just purchased your product or used your service? Have they just referred a customer? Is it their subscription or signup anniversary? Send them a ‘Thank You’ email. You can make them feel even more welcome by giving them a discount on certain products/services.
Dear [Recipient's Name],
We would like to express our deepest gratitude for choosing our brand over our competitors. Your trust and confidence in our products/services mean a lot to us.
To show our appreciation, we are delighted to offer you a special discount on certain products/services as our valued customer.
Thank you once again for your support, and we assure you of our commitment to providing you with the highest quality and satisfaction.
Best regards,
[Your Name]
Read also: How to respond to a thank you email (5 samples & templates)
An email responding to an angry customer
Did you just receive an email from a disgruntled and insulting customer? Quickly respond with an email ‘firing’ back at that customer. Hey! Hey!! Hey!!! Relax, were you actually going to do that? You should never respond that way. Even though it hurts, you still have to be professional in your response. Don’t take their words to heart. The first thing you should do, regardless, is apologize. An email starting with “We apologize for the bad experience you had…” or “We understand how frustrating this can be…” can work the magic.
Dear [Recipient's Name],
We apologize for the bad experience you had with our service. We understand how frustrating this can be and we want to make things right.
Please know that we take your feedback seriously and we are committed to resolving any issues you may have. We will be reaching out to you shortly to discuss this matter further and find a solution that meets your needs.
Thank you for bringing this to our attention and giving us the opportunity to improve.
Best regards,
[Your Name]
Read also: I hope this email finds you well alternatives & responses
A follow-up email
Byrde, a customer service agent, receives an email from a customer struggling to navigate the company’s website. Seeing this, Byrde quickly responds, showing the customer how to navigate it easily. The following day, Byrde sends another email to know if the customer is not having difficulty with it or has any questions bothering him. Be like Byrde. Send follow-up emails. This shows that you care about your customers.
Dear [Recipient's Name],
I hope this email finds you well. I just wanted to follow up and check if you are still experiencing any difficulties navigating our website.
If you have any questions or need further assistance, please don't hesitate to reach out. We're here to help!
Thank you for your attention.
Best regards,
[Your Name]
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Read also: How to write follow up interview emails (5 examples)
A questionnaire email
Sharing questionnaires and surveys effectively uncover customers' pain points regarding your product/service. They provide valuable insights into customer satisfaction, demographics, and the customer effort score (CES). Identifying areas where your company lags allow for service quality improvements. To encourage participation, communicate the brevity of the questionnaire and offer incentives, as customers may easily overlook it.
Dear [Recipient's Name],
We value your opinion as our valued customer and would like to invite you to participate in a brief questionnaire about our product/service. Your feedback is incredibly important to us as it helps us uncover any pain points and improve our service quality.
The questionnaire will provide valuable insights into customer satisfaction, demographics, and the customer effort score (CES). We promise that it will only take a few minutes to complete. As a token of our appreciation for your time, we are offering [incentive] to all participants.
Please find the questionnaire attached to this email or click on the following link to access it: [Link]
We kindly request that you complete the questionnaire by [deadline]. Your feedback will allow us to make the necessary enhancements and provide you with an even better experience.
Thank you in advance for your participation and helping us serve you better.
Best regards,
[Your Name]
A customer-feedback appreciation
Expressing appreciation for your customers' time and effort in filling out the questionnaire is vital. Send a personalized email to convey your gratitude using the provided sample. Fulfill your promise of incentives as a token of appreciation. This not only strengthens the customer relationship but also encourages future participation. When you send future questionnaires, customers will be motivated to fill them out, even without incentives, due to the positive rapport established.
A free trial email
Free trials, particularly for software products, are essential as they help establish the "Know, Like, and Trust" factor. By offering a free trial, you give potential customers a chance to experience a sample of your service. This way, they can assess its value before committing to paying for additional features. Free trials eliminate the hesitation customers may have about making a purchase. If you notice prospects delaying payment, promptly send them a free trial email to encourage their engagement.
Dear [Recipient's Name],
We hope this email finds you well. We are writing to offer you a free trial of our software product, [Product Name].
We believe that allowing potential customers to experience a sample of our service will help establish the "Know, Like, and Trust" factor and give them the opportunity to assess the value of our product.
By taking advantage of this free trial, you can explore the features and benefits of [Product Name] before committing to a purchase. We want to eliminate any hesitation you may have and provide you with the opportunity to engage with our product fully.
If you are interested in trying our free trial, please follow the instructions below to get started:
1. Visit our website at [Website URL]
2. Click on the "Start Free Trial" button
3. Create an account by providing your email address and setting up a password
4. Begin exploring [Product Name] and enjoy the benefits it offers!
Thank you for considering our free trial offer. Should you have any questions or need further assistance, please do not hesitate to reach out to us.
Best regards,
[Your Name]
A welcome email (for new members/subscribers)
Send a personalized welcome email to make newly signed-up members feel like VIPs. Personalize the email by addressing recipients by their names and using "You" to create a sense of direct communication. Enhance their experience by sharing valuable resources, such as informative PDFs, engaging blog posts, and relevant YouTube videos. These resources should address FAQs and common customer pain points. By providing such tailored content, you demonstrate your commitment to their satisfaction and foster a positive relationship from the start.
Dear [Recipient's Name]
Welcome to our community! We are thrilled to have you as a new member and we want to make sure you feel like a VIP right from the start.
At [Company Name], we are committed to providing you with the best experience possible. To enhance your journey, we have curated a set of valuable resources just for you.
Firstly, we have prepared informative PDFs that address frequently asked questions and common pain points. These resources will help you navigate our platform with ease.
In addition to that, we have a collection of engaging blog posts that cover a wide range of topics related to your interests. We believe you will find them informative and entertaining.
Lastly, we have handpicked relevant YouTube videos that provide in-depth tutorials and expert advice. These videos will give you valuable insights and help you make the most out of our services.
We are here to support you every step of the way. If you have any questions or need further assistance, please don't hesitate to reach out to our support team.
Thank you for choosing [Company Name]. We are excited to have you on board and look forward to serving you.
Best regards,
[Your Name]
8 Tips to Have in Mind When Writing a Customer Support Email
Here are some tips on writing an effective customer support email should you choose to write from scratch.
Write like a human
Imagine receiving a customer service email that appears generic, addresses multiple recipients, and lacks a personal touch. It immediately raises doubts about whether the message is genuinely intended for you. Personalization is key to writing an impactful customer service email.
Begin by addressing the customer by name, using "You" throughout the message, and adopting a friendly tone. Incorporating these elements establishes a genuine connection and enhances the customer's experience. Personalization sets the stage for effective communication and builds trust with your customers.
Put yourself in their shoes
Putting yourself in your customer's shoes when responding to them is essential. This way, you know exactly how to respond to give them the assuredness that you understand how disappointed or frustrated they may be feeling at the time. Demonstrating empathy builds a connection and assures the customer that their concerns are acknowledged and taken seriously. This fosters trust and enhances the customer experience.
Don’t command!
Do you drop off an item at a shopping mall or in a public space and demand the next person to you pick it up? You can trust you will never get a positive response if you talk that way. No one wants to be addressed rudely.
The same goes for addressing people in writing. Avoid being overly commanding in a customer support email. Politely ask your customers to take specific actions. For instance, you could say, "Could you kindly resend your message so that we can promptly assist you in resolving the issue?" You convey respect and foster a positive customer experience by using a courteous tone and approach.
Give positive responses
When a customer reaches out with a negative experience, it's important to empathize with them. Acknowledge their concerns also and assure them that a solution is coming. You may want to begin your response with a warm greeting like, "Hey Angie, it's great to hear back from you. We've carefully reviewed your complaints and are committed to resolving them promptly. We apologize for any inconvenience caused. Have a wonderful day!" This approach shows understanding, addresses the issue, and leaves the customer feeling assured and positive.
Ensure you follow-up proactively
Unless a customer explicitly asks not to be sent any emails, you might want to send them follow-ups. By reaching out, you reinforce your commitment to their satisfaction and foster a positive connection between them and your brand.
If you’ve provided a solution to a customer’s issue, send them a follow-up message asking them if they are satisfied with your response or need further help. A friendly message like: “Hey Angie, hope you’re having a great day! Just wanted to check in and see if you’re still experiencing any difficulties installing the product….” would usually do the trick.
Keep the message simple
Make your customer service email easy to read and understand by keeping the message simple. Avoid using industry jargon that may confuse the reader. Instead, communicate in plain language that an average reader can understand.
By simplifying your message, you create a better customer experience and increase the chances of your email being understood and appreciated. Remember, the goal is to communicate your message effectively, not sound smart.
Share valuable resources to help even further
Your customers often have questions about your product or service and seek clarity. As a customer service agent, you may feel compelled to provide a lengthy response, but this can overwhelm the reader.
Instead, offer a concise answer and direct them to additional resources such as blog posts or FAQs for more detailed information. This approach strikes a balance between addressing their inquiries and guiding them to comprehensive explanations. Remember, striking a balance between brevity and providing further resources is key to effective customer service communication.
Apologize first (or when necessary)
When a customer complains about your product or service, it's essential to start by offering a sincere apology in your support email. This shows your commitment to resolving their issue and helps retain their loyalty.
By addressing their concerns promptly and effectively, you create a positive impression of your company for the complaining customer and potential customers they may refer. Demonstrating excellent customer service and resolving issues efficiently can lead to positive word-of-mouth, attracting more customers to your business.
Conclusion
Customer service emails are critical to establishing and maintaining positive relationships with customers. To make the email effective, it is important to show empathy, personalize the messages, use concise language, and provide helpful answers to questions asked. If you have trouble drafting customer support emails with these characteristics, you can simply use our AI-powered HIX.AI to help you write human-like email replies with a click.