Customer service is a major source of frustration for the majority of consumers.
According to a 2019 Nextiva study about communication trends, one-third of organizations lost customers due to a communication problem that year.
Email is an important part of customer service and a significant element of customer communication. It has made our lives so much easier in so many ways, but it can still be challenging to get it right because tone and intent are difficult to express in writing.
People could misinterpret a brief message as curt or brusque when all you’re doing is saving them time from reading a lengthy email. But, if done right, you have an excellent opportunity to refine your customer service by communicating with them clearly and concisely.
6 Tips for Responding to Customer Service Emails
Before responding, carefully read the email
When it comes to customer service, good service takes precedence over speed. If the email contains insufficient information for you to address the request, it is acceptable to ask for clarification.
Use your customer’s name
Even though a lot of businesses today use bulk email services, humans still respond to the majority of customer support emails. It’s easy to lose sight of this when you’re answering a large number of emails each week, but people value being treated like humans. Moreover, the Cisco study showed that people are prepared to pay more for customized services. Always use the customer’s name when replying to their emails.
Empathize with what they’re going through
This is particularly challenging when dealing with aggressive emails. However, providing quality service necessitates shifting away from your position and putting yourself in your client’s shoes. They won’t always be right, but this tactic will enable you to handle customers honestly – and they will recognize that.
Incorporate links to your website
It is far more convenient for both you and your client to include links to relevant information on your website instead of attempting to explain how to browse the site.
Concentrate on resolving the issue
A client who reports trouble does not want to listen to explanations for why the problem happened. They only want to know what the solution is. No need to describe to the consumer that your web developer forgot to repair a bug that prevents him from logging in – fix a problem and notify the customer that the issue has been resolved.
To go above and beyond, consider what the team at gaming site Solitaire Brain does. They follow up a week later to make sure the issue is resolved and that the user is satisfied, helping to create more customer loyalty.
Use your real name as your signature
It is not a good idea to remain anonymous in your replies. When you use a general-purpose email signature, the customer doesn’t recognize who they are corresponding with. Consider it as a face-to-face talk and you’ll see why it is more appropriate to put your name rather than just the company name. It will strengthen the bond between you and the other person.
To help you navigate email conversations, we’ve generated these customer service templates and examples that you can use as a base to tailor the perfect feedback.
One thing to keep in mind is that open and click rates do not indicate the success of your welcome email. Sure, you’ll want to maximize conversion by finessing subject lines and text content. However, the true goal of the welcome email is to guide users through your ‘new customer’ process. It’s the first impression your brand makes on someone who has just subscribed or who has just purchased something from you.
Glad to have you on board, and can’t wait to show you what makes [our product or service] so special.
To help you get the lay of the land, we recommend that all new customers take the following three actions:
- [Step #1]
- [Step #2]
- [Step #3]
I’ll be your primary point of contact at [our company], so please don’t hesitate to reach out if you have any questions.
Special Days Template
Birthday, Christmas, Thanksgiving, Mother’s Day, Halloween, etc. – each of these holidays and “special” days has a vital position on the email calendars of many marketers. Second-tier holidays and special events can help you bring a dash of personality into your emails, allowing them to rise above others in the inbox, but they can also boost short- and long-term engagement and generate substantial profit.
No matter what template you opt for, it’s always recommendable to add some visuals for maximum effect.
It’s your birthday, and what’s a birthday without presents? To celebrate, we have a surprise all wrapped up and waiting for you.
Unwrap your gift now, as it expires on (date). Use it before your birthday month is over.* (add a link or any other terms needed or a card).
On behalf of the entire team here at (Company), we wish you the best of health and happiness on your very special day. Thank you for all the support you’ve given us. We hope this year turns out to be your best year ever! Wishing you a happy birthday,
Consumers may email you asking for a unique design function or customization that your business does not provide. In these cases, you should always make sure that clients know that, while you appreciate their request, such demands are, sadly, impossible under your company’s policy.
Hi [First Name],
Thank you for getting in touch and sharing your ideas with us! Unfortunately, we don’t have a way of doing this at the moment, but it’s something we are considering for the future.
We will be sure to take your feedback on board as we update our custom offerings moving forward.
Please make sure to stay on our mailing list so that you can be the first to know should things change with regards to customization or new features.
Responding to Customer Complaints Template
Representatives who reply to angry emails are at risk because they lack the benefit of real-time negotiation and compromise. They can’t get a perception of the consumer, use tone of voice to cool things down or lead the discussion. If an email isn’t written correctly, it can be misinterpreted as cold, uncaring, or rude – which would be a crushing punch to the customer relationship.
Depending on whether you do or do not have a solution to a customer’s problem, choose the template that matches the situation.
If you can resolve an issue:
Hello [Customer Name],
I’m incredibly sorry to hear about your experience with our business. I can understand how frustrating it must have been to face this [Mention Complaint].
After looking into the issue, I’m pleased to share the steps you can take to resolve your issue.
You can also refer to our help article [Add Link] that will help you gain more knowledge about your issue.
I am sure these steps will help you overcome the challenges you are currently experiencing.
If you can’t resolve an issue:
Hello [Customer Name],
We are incredibly sorry for the inconvenience caused to you due to [Mention Complaint]. Although our company strives for 100% customer satisfaction, it’s clear we’ve fallen short in this instance- and frustration from your end is justifiable.
I want to let you know that I have kept your complaint on top priority, and our team is working on it at this moment. I will get back to you as soon as the issue is resolved or within [XX Hours] to update you about the same. We appreciate your patience!
Product returns, cancellations, and refunds are a regular occurrence when operating an online business. While you clearly would like to avoid issuing refunds, some clients will be dissatisfied with your product/service – regardless of how good you believe it is – and will request their money back. They may have concluded that your product isn’t for them or may not be the best time to use it.
Here’s the way to do it:
I’ve processed your refund, and you should expect to see the amount appear in your bank account in the next couple of business days.
I’m sorry to hear that you didn’t love your new product. I completely understand that it isn’t for everyone.
If you’re still on the search for the right choice for you, let me know. I’d be happy to talk you through some of our other options and see if any of them feel like a good fit. Thank you for your time and for giving us a try.
I hope to connect with you again in the near future.
A feedback request email is a standard procedure among businesses that sell something. This allows them to learn what their customers like best about the brand as well as what needs to be improved – a win-win situation for everyone. Furthermore, you don’t have to extensively study your rivals’ deals to know the benefits – all you need to do is ask your customers. They will be delighted to assist you and glad that you care.
We love to hear from customers. It helps us understand how well we’re doing, and usually gives us feedback we can use to improve in the future.
Would you mind leaving us a review, or sending us your thoughts? Let us know how you’re liking [product], how satisfied you’ve been with your service thus far, and if there’s anything we can do to improve.
Looking forward to hearing from you,
A large percentage of customer interactions in customer service takes place via email. When perfected, the craftsmanship of writing emails can go a long way toward promoting your brand presence, building customer loyalty, and converting those customers into lasting brand advocates.
Keep in mind that there is no such thing as an “all-purpose” solution. While not all customer service emails are made equal, we believe there are a few key points to consider when crafting the best message. So, copy and paste one of the layouts to create your ideal support email.
Andrej is the creator and the one-person owner of the InterCoolStudio. As an experienced marketer, he is driven by turning leads into customers. His goals always include White Hat SEO. Except for being a boss, he is a real team player with a great sense of equality.