Customers are the most important stakeholders in the business cycle. They are the direct source that improves and boosts profitability of a business. Thus, each business should facilitate their customers by providing quality customer experience, customer support and customer satisfaction.
From a click on your website to the viewing of your products and services, your customers are constantly forming subtle impressions of your employees, your brand and the value you provide. At some point or another, all of us have encountered both good and awful customer service, whether it was via email, social media, live chat, phone contact, or in-person. These experiences stick with us and help us form an image of the company or brand we interacted with. In short, everything and everyone at your organization has a hand in shaping that image.
This is where the concept of customer service dives in. It is the support a business offers to its customers enabling them to have an enjoyable and valued experience. Customer support holds immense importance in retaining customers and growing your business. It helps to build trust and loyalty among customers. When customers feel that their concerns are heard and addressed in a timely and satisfactory manner, they are more likely to continue doing business with a company.
Good customer service can help to prevent and resolve problems. By addressing complaints and concerns quickly and effectively, companies can reduce the likelihood of negative reviews or repeat customer complaints. A positive customer service experience can lead to repeat business and positive word-of-mouth recommendations, which can drive sales and help a business to grow. In today’s business environment, where there are a lot of options for customers, good customer service can be a differentiating factor for a company. It can help a business to stand out from competitors and win customers.
Customer service emails are a form of written communication with the customers. Organizations try to troubleshoot any issues and answer queries along with promoting their products/services and much more through emailing.
Personalization is the key to crack your customer service emails because every customer wants to be treated special. They want to be sentimentally connected and recognized by the firm they are buying from. Moreover, the customers want to be understood as well. So, try to answer the frequently asked questions or add anything that could serve as a guidance to your customer and help them out.
30 Customer Service Email Scripts
Following are some customer service email scripts that can help you satisfy your customers and retain them.
1-Welcome your new customers
Whenever a customer/Customer subscribes your website, signs-up for something, a welcome email is mandatory. It is a good gesture that helps create a positive brand image.
Hello [customer’s name],
Thank you for your [purchase, subscription, sign-up]. We’re glad to have you as a part of [company name] family.
As you’re new, I’m sending some resource links so you can get to know about us more. [attach links] if you haven’t checked out yet, here’s a blog [add link] regarding our recent tips and tricks regarding [topic].
We hope that you’re satisfied with your [purchase/service] and enjoying it already. If you have any questions, reply to this email and we will get back to you at the earliest.
And if you haven’t, do give us a follow-on social media. [add social media handles]
Regards,
[name and designation]
2-Responding to a Customer Complaint
Well, here’s what you can say whenever you get a complaint.
Hello [customer’s name],
Thank you for your feedback. I apologize for the issue you’re facing [address the issue]. We have been trying to sort that out for you.
Moreover, you will receive a voucher from our side as a token of apology. We guarantee you that your issue [address the issue] will be resolved in the next 48 hours.
Your patience is highly appreciated. For further questions, feel free to contact me.
Regards,
[name and designation]
3-Acknowledging the Receipt
Confirming a receipt is a common best practice. It makes the users feel heard and more enthusiastic about their purchase.
Hi [customer’s name],
Thank you for your message/update. We have received your request and it is being reviewed by our support team.
If you’d like to add up anything further, please respond to this email. We will get back to you shortly.
Thankyou
[name and designation]
4-Handling a Poor Experience Response
Customers will not always be happy. Instead, sometimes, some of them will complaint about your products/services or mainly the experience they had as your customers. So, it is better to not let them down and leave them unsatisfied. If they had put an effort to reach out to you, you should also put an effort and respond them by being polite.
Hello [customer’s name],
Thank you for your feedback.
I’m really sorry regarding [the issue]. This should not have happened and we completely understand the way you feel. I’ve forwarded your message/complaint to the [department] immediately.
I further want you to know that we are making this issue a top priority and are trying our best to sort it out at the earliest.
I do apologize for the inconvenience. Please feel free to reach out if you further have any questions or concerns.
Regards,
[name and designation]
5-Customer Apology
A lot of problems exist that don’t have a solution. Same is the case in customer support. All the queries and complaints cannot be addressed and the issues cannot be resolved every time. So, instead of letting the customer develop a bad image of your brand, apologize to them with honesty and transparency trying to regain their trust.
Greetings [customer’s name],
Your feedback is highly appreciated. We sincerely apologize for the inconvenience caused by the [issue] and are well aware of the inconvenience caused due to it. We are sorry that we’ve not lived up to your expectations.
Your feedback is shared with the team and we will try to make sure that this mistake is not repeated and nobody suffers inconvenience in the future.
We appreciate your understanding of the issue and will be happy to help if you need any further assistance. Please, do let us know.
Thank you,
[name and designation]
6- Sales Follow-up Email
Always follow-up on a customer after they make a purchase or even after they visit your store by sending them the product details or a product guide.
Hi [customer’s name],
I hope you’re having a great day! I just wanted to send a quick message to thank you for your interest in our [product]. We’re glad you enjoyed our product and think it could be a good fit for you. We’d love to help you get started with it, so we’ve prepared a brief guide that covers all of the basics.
If you have any questions or concerns about [product], don’t hesitate to contact me directly. I’ll do my best to answer them for you!
Thanks again for your interest in our [product].
Regards,
[name and designation]
7-Questionnaire Email
Feedbacks and reviews are also collected in the form of questionnaires. They further help you to know more about the mindset of the customers and enable you to make necessary changes in your product’s features.
Hello [customer’s name],
Thank you for your purchase. I hope that you’re enjoying your [product/service].
I’d like to hear more about your experience with us, our team and the product/service. Kindly, fill out the below given questionnaire and give your honest feedback.
Note: The questionnaire is based on 15 questions and will take 3-4 minutes of your time.
I know your time is an asset and I highly appreciate your contribution in advance.
Thank you,
[name and designation]
-questionnaire link-
8- Technical Support Email
Most of the technical support is offered either in the form of calls or live chat, like a quicker way of communication. Emails are used for technical support when the issue is not so urgent. Additionally, emails help to get more intel about the problem.
Hey [customer name],
Thank you for reaching out to me, I’d be glad to help.
Before diving into solutions, can you let me know about the details regarding the situation. When did the issue begin? How long has it been occurring? Is it consistent? Have you tried some solutions of your own?
Kindly, answer these questions to let me know more about the issue and help me find a solution fast.
Regards,
[name and designation]
9-Renewal Reminder Template
Some services or even products are subscription based. This means that the customers have to pay a certain amount of money in order to avail the benefits. Subscriptions expire after a limited period of time which means that the users have to renew the payment at some time. Sending them an email reminder will assist them to know about their subscription details and do not have to go through the support section again.
Hello [customer name],
It is a reminder that your subscription for [mention product/service] is going to expire next week [add date].
You have the following options for renewal.
- 1. Automatic renewal using the credit card ending in [mention the last 4 digits]
- 2. Manual renewal via a payment to our PayPal.[add account number]
If you want to skip renewal for the time: Click here [add link]
If you want to unsubscribe: Click here [add link]
Regards,
[name and designation]
10-Announcing website or product outages
An email goes a long way to stop panicked questions piling up if you have an outage planned.
Hey [customer name],
We are currently experiencing an outage for [website/product]. We’re trying to figure out the issue that is causing the outage. We apologize for the inconvenience; we are at our best trying to resolve the issue.
In a short time, we will be back online and everything will be normal. We appreciate your patience.
Stay tuned at [social media] for more updates.
Regards,
[name and designation]
11-Announcing an increase in prices
It is important to inform your loyal customers beforehand when making changes in the prices. This gesture will make them feel important and included.
Hello [customer’s name]
This email is to inform you that we’re planning to increase the prices for [product/service]. The new pricing plan will be applicable from [mention date].
We understand that this is not the news our customers like to hear but we have out reason [give them the reasons]. We feel that this is the right move for our business and the right way to offer the best for you.
We appreciate your cooperation. Thank you for always being a part of [company name] community.
Regards,
[name and designation]
12-Offering Free Trial
Capture your customers by tapping into their curious side. Most of the people are often confused to take a decision that’s based on money which means they will think twice before subscribing. It is always better to offer a trial version of your paid product/service.
Hello [customer’s name],
I know you hold some interest in our product [link of the product]. Do you have any questions regarding the [product] and our company please let me know?
Explore more about the product and get to know more by having a free trial. During this period, you will be able to access the following features:
- • [feature 1]
- • [feature 2]
- • [feature 3]
Do let us know about your experience and what feature you are most excited about. Reply to this email if you want to jump into the trial version.
Regards,
[name and designation]
13-Discount Offer
A little incentive from your side is what makes your customers happy. You can offer discounts to your customers that obviously should fall in line with your company’s policies. This in return enhances your brand image and builds trust in the minds of your customers.
Hi [customer’s name],
We have a news for you. [company name] is offering discounts to its customers. According to policy [mention policy], you have gained a discount voucher of [mention discount].
Please note: This discount will be valid from [add the details].
To avail this discount, please reply to this email.
Thank you,
[name and designation]
14-Exchange Offer
Sometimes customers are unhappy with our services. So, it’s best to offer a solution that is favorable for both, the customers and the company.
Hello [customer’s name],
Thank you for your feedback about our [product]. I wanted you to know that I have shared your views with the team.
As a solution to your problem, I have attached the link for the [product] as a replacement. [add new product link] I hope you would be happy with this. Well, my favorite feature is [mention feature].
I’m sorry for the inconvenience. Please reply to this email so I can set you up with the exchange procedure.
Let me know if there’s anything else I can do for you.
Regards,
[name and designation]
15-Refund Offer
Not every customer is happy with an exchange. Some want to get a return if that’s okay with the company.
Hello [customer name],
I wanted to let you know that your refund is being processed for the [product].
I understand your concerns and the [product] was not according to your needs. I’m happy to talk about the alternatives that we have to offer, if that works for you.
I highly appreciate your time for checking out the [product]. Hope to connect with you in the future.
Regards,
[name and designation]
Ace in your Customer Service Domain with these ready-to-use templates
Customers are basically the drivers of your business and they love a good service experience. Have a grip on conversations with your customers, develop cordial relations along with providing personalized solutions to them. Create a strong customer service strategy in order to retain your customers. And with ready-to-use email templates at hand you can reply to customer queries and issues instantly.