From standard customer service responses to forms created when you receive no reaction to the follow-up letter – these are all important categories of business emails that may either save your reputation or destroy the image of your company completely. It all depends on how well you know your target audience as, while specific content will sound attractive to some customers, others may refuse to accept it.
In this article, you will find something that will help to increase your customer retention and satisfaction rates significantly! We offer the best email response templates as well as some valuable tips on creating powerful, professional messages for various purposes.
Professional Email Response: How to Craft and Templates
Many known ways exist to provide a professional email response. The style basically depends on the intention in the message. For instance, if the goal is to acknowledge the receipt of a message, the reply should be short and straightforward, with no excessive information. In other cases, the response should be more carefully crafted.
Most often, the responses to professional messages should stick to the common pattern of composing pro emails. Before you answer, you may want to study an email reply templateand recall the subject of the most recent message. Reply to every question or query in a separate paragraph to make it clear for the recipient.
This way, you will make sure that you have answered all of the questions as each of them is equally necessary. You may highlight the basic keywords while composing a reply so that it will be simpler for the user to find what he or she was looking for in the first turn.
You should always acknowledge the messages you get. This way, even if the user cannot expect the reply in the next 24 hours, they will at least know that you received it. The good idea is to find and save an IT support email template to minimize your efforts. Just make sure you get it from the professional website. Those who use Gmail find this function extremely convenient.
Perhaps, you are interested in some professional email response examples. This one may help you get an overall idea:
Mr. [Last Name],
Thank you for your application to become a senior SEO specialist on [Website Name]. Our team is complimented that you want to work for us, but we have some nuances to admit.
Your application and personal information will be retained in our storage for further cooperation. Unfortunately, we cannot offer you the position right now. All of the SEO specialists are occupied. We shall, however, contact you as soon as a new job opening pops up.
If you would like to cancel your application for any reason, we will do that immediately not to disturb you in the future.
[Name Last Name]
Here is another pro template with a different purpose:
Dear Mr. [Last Name],
I was flattered by your preposition to make me a senior marketing specialist in your software development company [Name]. Regrettably, I cannot accept this position right now as I move to another country for a while.
I wish you well in Los Angeles
[Name Last Name]
Email Format for Customer Service: Importance and Templates
It is especially critical to reply to the emails of your clients, no matter whether they complain about something or wish to make you a compliment. You should show respect to each individual interested in your product or service. It is the best way to retain old customers and expand the existing client base. That is why you should know the proper email format for customer service.
It is possible to handle an angry customer with a good apologizing letter. He or she should feel that you’re really sorry and care about the problem, and you’ll do everything possible to fix the situation. Some choose to do it by phone, but writing an email is safer. At the same time, it is not that easy to bring the temperature down or steer the conversation by email. If you don’t want to face a fatal blow in the relationship with a client, you should have a time-tested, effective reply email format sample in front of your eyes all the time.
If the client has shared about your business with a friend, use this example:
Hi [Name Last Name],
Thank you so much for referring your friend [Name] to us. It was a pleasure to know them closer and share details about our business. Our team is very happy that you’ve been with us for a while, letting others learn more about our product.
We’re lucky to have you among our customers. Thanks for being a fantastic client!
Now, what if you want to know more about the customer’s tastes and preferences?
Thanks for your last purchase with our company [Name]! We hope that you like your new product.
Would you be so kind to share a personal experience with us? Please fill out the questionnaire attached to this email. It is brief, and your replies will be anonymous.
I appreciate your attention and engagement.
[Questionnaire or link to the poll]
Templates Save Customer Support Time
Email templates are life-saving when it comes to fast responses to common inquiries, and by having templates, customer support can assist more clients within the same amount of time. Of course, it’s not possible to have a template for every request ever, but it’s absolutely okay to have canned responses for basic questions. This will allow support agents to optimize their time, help a larger number of customers, and dedicate their resources to more complex requests.
3 Ways Email Templates Can Damage Your Brand
Email templates can save a bunch of time and effort but also can damage the brand’s image if used in the wrong way. As templates are usually universal, it’s crucial to customize them as per each individual request to make sure they provide the exact answers the user needs. By using email templates carelessly, customer support can get backfired on. Here are the ways templates can do more harm than good:
1. No customization
Nothing is more frustrating than getting a canned response that barely answers the asked questions or has pre-filled fields that weren’t filled correctly. For example, there are usually some blank fields where support agents need to include some personalized information according to the requests. Such information makes email personalized and well-tailored to the customer’s needs. However, if the user gets a “Hi [NAME]” email, even if it contains a lot of useful information, it will spoil the experience. To avoid such situations, customer support should have checklists to stick to before sending a response to the customer.
2. Typos and grammar errors
Even if the support representative fills in blank fields, many typos can still ruin the user experience. What’s more, there can be typos in the email templates itself, so every customer that receives such a reply will stop over the grammar errors. When using templates, people always assume they are already perfect, but it’s crucial to double-check to avoid typos that look not professional at all.
Customer trust and loyalty can be lost if you type their name incorrectly. Therefore, a support agent needs to cross-check several times the customer’s name before clicking on “Send.” Otherwise, the brand may be perceived as sloppy, low-quality, and careless.
The best way to check templates is to handle them to a copywriter, marketer, or any other employee that can read them with fresh eyes and notice all the typos. Thus, they will be able to fix these mistakes and provide the support team with correct templates to use.
3. Careless attitude
It’s not enough to just send a basic response, as you need to show that you really care about the customer and his request. If a customer support agent isn’t really eager to help users with their inquiries, this attitude will be seen through their replies, and the customers will feel unwanted. This, in return, will backfire on the brand.
To ensure that email templates do good and no harm, the checklist we’ve mentioned above will help ideally. It should include not only technical points but also friendly reminders on being kind and empathetic. If you utilize email templates accurately, they will bring only the benefits to the business.
Templates Ensure the Company Messaging is Consistent with Your Brand
Email templates are also great for enduring consistent responses, no matter which customer support agent handles the request. So, common questions will be replied in the same manner, and each user will get a clear and helpful solution.
Embrace Omnichannel in Customer Service
Positive user experience is the main goal of marketing and other business activities these days. Many companies strive to achieve it, but not all succeed in it.
The point is to ensure a great customer experience not in one place but across all the platforms and places where the business is present. This will create the same look and feel of the brand, both offline and online. In terms of customer support, it will also ensure a consistent level of services the users receive.
Also, it will be easy for them to get assistance from your organization no matter where they look for it. For instance, some users like email correspondence with brands, while others would prefer to get a callback. Just like you want to reach your target audience and make it loyal to your brand, you need to provide the customers with a possibility to reach you in any convenient manner.
Key to a Well-Received Email Response: Make It All About the Customer
No matter how frustrated the customer is, a support representative should aim to provide a positive and caring attitude to resolve the situation for good. Here are some basic rules for email responses for the successful outcome:
- Take responsibility – Show that you fully understand the situation and the mistake of the company.
- Emphasize the customer’s feelings – Show empathy to establish a connection and provide a “human” side of customer support.
- Be a hero – Inform the customer on what you’ve already done to resolve the situation in a positive and clear manner. Also, let them know what you are planning to do next to address the situation. Make sure to answer all the questions the customer has and provide all the helpful resources they may need for using your goods and services. This will show how you care and value each customer, and that you will always have their back. It’s also a nice step to offer the user some vouchers or discounts to improve user satisfaction.
- The final reply is on you – Always be the last who replies in the email thread, not the customer. Remind them that you value them and their feedback and suggest contacting you again if the customer needs any additional assistance.
Customer Service Email Example 1: Dissatisfied Purchase Experience
Dear [Name Last Name],
Thank you for sharing your feedback regarding the situation you’ve experienced at our store recently.
We are deeply sorry for any inconvenience it may have caused you. We care about each feedback that allows us to become better and deliver greater services to our customers.
I have personally discussed the situation with our Sales Director and insisted on a complete refund in your case. Also, we would like to offer you a 10% discount on the next purchase as an apology. I hope that it will improve your experience with our brand.
Your feedback allowed us to take a closer look at our assistant sales personnel, and we will conduct additional training for our employees regarding the level of services that needs to be provided.
Thank you for your understanding. Should you have any additional questions or need assistance with our goods and services, you can reach me directly at +12345678900.
[YOUR NAME LAST NAME]
What Is a Canned Response? Definition and Examples
“What is a canned response?” That is quite a popular question. Simply said, those are the predetermined answer to frequently asked questions. Technical support canned responses serve as FAQ somehow. It is a fast and convenient way to get answers to the most disturbing questions immediately without wasting time on both user and support representatives. It is possible to input a canned reply triggered by keywords or drop-down menu.
There is no need to type the answer manually each time or copy-paste replies from similar sources. The requests may vary: from asking how the offered tool works to how to fix the elementary bugs that do not require special tech skills. The system usually works this way: a representative of the support simply picks one of the canned email templates from the list and sends it to the user. The communication is more productive this way. Many different tools were created to simplify the process of creating such emails. We have a couple of canned email response examples for you!
What if someone asks you for a meeting? Here is the reply:
Hello there, [Name]
Here’s a link to my work calendar. Feel free to pick a time that fits you best. Once you do that, please type in your contact details just to let me know.
What if you do not want to waste your time sharing large pieces of information with someone?
Hello there, [Name]
Thanks for getting in touch!
I’ve put together a few articles and blog posts from our official website for you. That should help answer your questions about our services. Once you study the materials, let me know if I can help with something else.
All the best,
How to Respond to a Complaint Email Sample and Tips
One of the secrets to retaining customers is creating friendly and understanding complaint email responses. To do so, it is critical to feel the problems in-depth and serve as some kind of psychologist. If you want to achieve long-term success, you will have to find an effective how to respond to a complaint email sample. Here are some inspiring facts for you:
- It is 7 times more costly to attract a new client vs. retaining the one you have;
- Repeat client are worth up to ten times the value of the initial buy;
- It is 6 times simpler to make deals with customers you have than with newbies.
These facts all prove the necessity to learn the best way to respond to customer complaints. Such responses help businesses to dig deeper into the issues that their clients face and understand how to improve the existing goods or services. Even if you receive a small number of emails from angry customers, they still represent the majority when it comes to analyzing the company problems in general. If you have a look at any of the responding to complaints examples, you’ll discover the success formula for their creation:
- Reply specifically to the problem described by the user;
- Apologize for any inconvenience and errors from the side of your company;
- Specify what you intend to do to fix the problem (or, perhaps, what you’ve already done and the results);
- Offer the possible improvements of the client experience and ask them to share their suggestions if they do not mind.
Your customers will love working with you if you follow these easy steps. Also, you may need a good responding to a complaint letter template to follow. Are you late with the delivery?
Dear Mrs. [Last Name],
We feel very sorry about the late delivery of your recent order. Despite our best efforts to deliver it timely using [Service Name], it’s quite unfortunate that we didn’t meet up with the promised deadline.
Our team promises to do our best to ensure this never happens again. Currently, the responsible managers are discussing the opportunity of cooperation with other express courier services to exclude unpleasant situations in the future.
Please feel free to call us directly if you have any further questions.
[Name Last Name]
Having a customer who has a poor purchase experience?
Dear Ms. [Name],
Thank you for taking the time out of your busy schedule to share your impressions and leave feedback about our recently released product line. The greatest intention of our company is to make sure the satisfaction of every client who chooses us. We aim to fix any issues with delay, and that is why your opinion is so important.
Can we get back to you on the phone in a couple of days to let you know how we resolved the existing problem? Our Quality Assurance Dept. will keep on observing similar complaints and requests to make our product better.
We would like to apologize for any inconvenience once again. You are one of our most valued customers, and we’ll d our best to prove that our product quality is the highest.
Thank you for your patronage.
Follow up email sample after no response
It is not very pleasant to stay without a reply to your email. You may keep on hesitating what went wrong, but the answer may be obvious. For instance, many fail to include a close in the first attempt. Also, the chance to receive any reaction is low if the text was copy-pasted, and some of its parts were confused. One more huge mistake is to submit a breakup email to early. You should keep these mistakes in mind if you want to learn how to write a follow up email after no response. Here are the basic rules that you should follow:
- Recall if you have added a closer in the first attempt;
- Make sure to create and send a fresh message each time;
- Don‘t follow up too fast – make some intervals;
- Adjust a close each time there is no reply;
- Avoid sending breakup emails;
- Study a good follow up email sample after no response;
- Do not turn to passive-aggressive mode;
- Do not insist too much;
- Never trick for the open.
Now, we want to share a couple of brief reply email samples for different situations.
Last month, I sent through the proposal document that you have asked for as part of your company’s brochure localization. I hadn’t heard from you since that time. I wonder whether you have received that message.
Would it be okay to have a quick call or Skype meeting this week? Which day and time would you prefer?
You may also remind someone of the recent discussion.
It was great to have a conversation with you last week and learn more about your current project.
To remind you about our discussion, I attach the link to our services that help to promote startups on social media platforms. I believe that you will find something useful for you based on your goals and challenges.
Let me know if you have any other questions or concerns.
To sum up, you can use a great variety of email response templates to retain your clients and partners. You should also follow the basic rules of writing business letters. By creating powerful emails, you can make your audience forget about the recent failures or unpleasant situations. Check out for more tips and examples online, but try to be original: come up with something unique based on those templates!
In additional check out 55 email templates for top-level customer support
At some stage of development and growth, every business identifies a need for building a support solution to address customer requests quickly and professionally, ensure customer satisfaction, and maintain a positive image of the company. Find the best resources you need to communicate with your customers on the highest level. Get the book with 55 email templates now.