8 Customer Support Email Templates for Every Situation

Mirjana author

Mirjana Rajčić


Guest Blogger

⏱ Reading Time: 10 minutes

It is hard enough to have customer service in place, but also to be efficient in it. When hundreds of questions come pouring in, you need to have some serious skills to manage them all in a timely manner. And templates! You need to have templates, so you don’t lose time on finding the right way to begin an email, a hundred times a day.

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In this article we’ll go through a couple of tips for better customer support and give you ready-set-go solutions for providing excellent email customer support. Let’s dig in!


Picture 1. Why good customer service is important, from 6 Key Elements of Using Social Media for customer service

8 Email Templates for Great Customer Support

It is essential to be prepared for any inquiry, which is why these templates can come in quite handy. They can help to be far more time efficient and focus on your customers’ question, as it removes the time and effort it takes to find the right words to ‘fill in the gaps’ if you know what I mean.

Somehow, it always takes the longest to START an email. But fear not, here are a few templates to help you with that.

The general template would be the controversial sandwich method for feedback. Regardless of its efficiency in giving feedback, it can be reiterated to customer support with 3 easy steps:

  • acknowledge the question/ comment
  • explain clearly how to solve the problem or are your next steps to resolve offer
  • your availability for any additional questions and thank them for the feedback as it creates the opportunity to do better

Simple as ABC!

Customer Support Email Templates:

Customer support email template No.1:

By acknowledging the question or comment, you indirectly are saying you understand their pain points and feel it should be something the company can help with. The most common way of doing this is by literally repeating the question to verify if you understood correctly.

As we all know, if the customer is angry, there’s a chance he didn’t phrase his thoughts to a T.

‘’Hi [xy],

Thank you for contacting us. We would love to help you solve the problem you’re having with our software. If I understood correctly, you could not log in to your account even though you entered the correct both username and password?

Customer support email templates

Picture 2. Customer Service Skills of Great Customer Service Agents

Customer support email template No.2:

The second part of the email should reflect on the problem itself, or better yet, how to solve it. This needs to be dummy proof, a step by step guide how you’ll solve the problem, or the customer can send it to him or herself.
If you’re in the technology sector, truth is your first response will probably be the same as the one from The IT Guys: Have you tried turning it off and on again? As hilarious as it may be, most things can be fixed this way. Jokes aside, this is the most relevant part for the customer, so make sure you tailor it to their needs.

‘’Hi  [xy],

Thank you for contacting us. We would love to help you solve the problem you’re having with our service. If I understood correctly, you could not log in to your account even though you entered the correct both username and password?

Since you installed it very recently, have you tried turning your device off and on again? Most of the time, this does the trick.


Customer support email template No.3:

Last but not least, be polite. Be available for any additional questions or concerns and do not forget to thank them for contacting. This way, you will create a safe place for the customers to come back and ask for advice.
In return, you’re getting a free market analysis, or better said, product analysis as all complaints come through you. With these insights, you can improve your product and customer service.

‘’Hi  [xy],

Thank you for contacting us. We would love to help you solve the problem you’re having with our problem. If I understood correctly, you could not log in to your account even though you entered the correct both username and password?

Since you installed it very recently, have you trying turning your device off and on again? Most of the time, this does the trick.

Please, let us know if you still cannot log into your account so we can help you solve this issue and make sure you enjoy your app as soon as possible. Thanks again for contacting us, we’re always happy to help.

Enjoy your day.’’

Now that you’ve covered the very basics let’s get into some of the most common situations you can find yourself in, and email samples how you can respond. Let’s start with the delighted customers, a rare sight in customer service, but still possible.

customer service-email-templates-for-every-situation

Picture 3. eMail customer service

Customer support email template No.4:

Scenario: happy customer, loves your brand, quality, communication, everything!

‘’Hi  [xy], 

We’re so happy you enjoyed your experience and the product. It great to see our efforts reflect on you as our customer. Surely, we will pass on the good news to our colleagues.

We would be grateful if you would leave a review on our facebook page as your insights could help others that are in your new shoes.

Thanks again for letting us know and feel free to contact us in case you have any questions.

Kind regards,’’

Customer support email template No.5:

Scenario: ‘’I’m just asking one thing’’ type of customer

‘’ Hi  [xy],

Thank you for your query, we’re always happy to fill in the blanks on our products and services.

Regarding your question, we do have a variety of options available, which you can see on our website <enter hyperlink here>. In case you cannot make up your mind, feel free to visit our FAQ page <link here>, or reviews <link here> by customers who have used the particular product you’re interested in.

Thanks again for your question! In case there are still some doubts about which product to choose, please, let us know.

Enjoy your week.’’

Customer support email template No.6:

Scenario: A not so satisfied customer, that wants his refund, NOW!

‘’ Hi  [xy],

We’re sorry to hear you’re not happy with your product, but we also respect your decision.

We’ve processed your refund request, and you should see the reimbursement on your account in a couple of business days the latest.

Once more, we apologize for the inconvenience this has caused you. In case you’re still in search of a similar product, feel free to reach out as we would love to assist you in finding the right product for you.

Thank you again for your message, as this will help us improve our services.

Kind regards, ’’


Picture 4. Working on customer support email templates

Customer support email template No.7:

Scenario: You have an MIA customer, that is, a missing customer that you haven’t heard from in a while

’Hi [xy],

We wanted to check in on you, as we haven’t heard from you in a while. How are you enjoying your product? We love to help our customers get the best out of our products. If there’s anything we can assist you with, don’t hesitate to contact us.

Enjoy your day,

Customer support email template No.8:

Scenario: Ask for a review

‘’ Hi [xy],

Hope you’re having a great week and enjoying your new product.

We would love to hear your thoughts on the product itself, but also the service provided to you, as we’re constantly looking to improve and bring the best possible experience to our customers. Your review would push us to do better, also see our strong points.

Please, leave a review on our facebook page, as your first-hand experience could help future customers.


5 Tips for Great Customer Support

1. Live Chat

The punchline is to humanize the technological approach. Did you know that one of the most important features a website can offer is having a live person answer their questions in real time? An astonishing 44% of online consumers confirmed it.

2.Invest in a CRM Tool

If you still don’t have a Customer Relationship Management tool, we strongly urge you to think about it. Not only do they make the logistics of customer service more accessible and more time efficient, but it also has a vital role in giving that little extra for fantastic customer experience. Mainly the benefits are visible in the sales departments, as it can create particular insights about how to approach a customer, but having said that it’s also the one place that stores all info on customers which can be crucial when providing any customer service, especially by email

3. Provide Incentives and Rewards

We all know that a little bit of good will can go a long way. So, why not show your gratitude to your customers who are the very reason you’re in this business. Enough said.

4. Embrace Omnichannel in Customer Service

Having a universal user experience seems to be the holy grail of Marketing these days. Something everyone strives for, but not many achieve. Key is to have a seamless experience across all platforms so that the customers have the same look and feel experience wherever they end up online or offline. For customer service, this means to make it easy for customers to find assistance no matter where they search for it. Some people love to send emails or messages in general, while others like to talk to a service agent on the phone. Just like you want to reach your customers, you need to let the customers reach you when they need to.

Read Omnichannel Customer Experience as a Competitive Advantage


Picture 4. Embrace the Help of Omnichannel Platform such as Paldesk

5. Be Transparent

You, as a company, need to strive to honesty, transparency. It’s easy, to be frank when all is running smoothly. But sometimes your product failed, maybe even the whole product line failed! Then what? Exemplary companies own their mistakes, get in contact with their customers, and explain what had gone wrong, how they’re going to fix it, and of course, apologize for the inconvenience. This can be easily translated into customer service as it’s widespread for companies to either neglect the accountability part, negate it or even worse, not do anything and wait for the storm to end.  

Take a proactive approach before it escalates. Your customers will thank you for your honesty. Sure, not everyone will stay a happy customer, but those that do will have a high opinion and will be the best brand ambassadors you could ever imagine. Now that we’ve covered both what it takes to be a great company and the skills you need to be a great customer service agent let’s dive into the nitty-gritty of email marketing.

Read How to Improve Customer Service and Ensure Customer Satisfaction

Why Is Customer Support Communication Important?

It’s essential to start on the right foot, as the first impression is the crucial one. Make an emphasis on investing in tools that will help your company provide the best possible service, also help your customer service agents gain the skills needed to be top-notch in their field of work.
When it comes to customers, don’t forget to walk the extra mile! Giving the unexpected can go a long way if done right. Every customer expects you to solve their problems or provide them with the information they need. But how would they feel if you give them a piece of extra advice, provide a service for free that you know they desperately need? Fantastic- that’s how they’d feel.

Create a chatbot that delivers

chatbot that delivers

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8 Customer Support Email Templates for Every Situation was last modified: May 5th, 2021 by Mirjana
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