How To Write Customer Service Emails (Plus Why It Matters)

Best practices on how to write a customer service email
  1. Give it a human touch. …
  2. Show empathy. …
  3. Value their time. …
  4. Remain positive. …
  5. Be consistent. …
  6. Keep the language clear and simple. …
  7. Share resources to help even further. …
  8. Use customer service email phrases.

The longevity of email communication is a heavily debated topic. You’ve probably heard assertions that social media and other new technologies should take the place of email as the preferred methods of communication. However, many teams continue to use email, which is honestly not that surprising. Email messages are really convenient. While you wait for a response, write one, send it, and then move on to the following item on your to-do list.

Some of your customers will contact you via email, which is one of the main channels for customer service. According to data, up to 62% of customers prefer email when contacting a customer service representative. Any multichannel customer service strategy must include emails.

Everything is fine as long as customers receive responses promptly. Trouble begins when you respond slowly or when your email is unclear. You fall short of what your clients expect, leaving them with an open case. Let these situations become a thing of the past. Continue reading to learn how to write better customer service emails that won’t let your clients down.

Emails from customer service departments are support and sales messages designed to address a specific problem. Keep in mind that if you provide an email address on your website, you can anticipate receiving emails from customer service. Emails’ back-and-forth nature will give you some leeway in terms of response time.

No matter how long it takes you to respond to an email, always keep this in mind: Personalize your email. Instead of sounding like a machine that has been programmed to provide utterly dry answers all day long, you want to sound like a real person. If there is a single rule for writing effective customer service emails, it is to personalize each response. Thats the secret ingredient. The secret sauce. Personalized assistance can diffuse any customer service situation, no matter how serious it may be.

Writing emails in customer support: 6 tips you can use (ACTIONABLE) | Freshworks Academy

Why are customer service emails important?

Emails from customer service departments are crucial for enhancing how a customer feels about a company or brand. These emails give the business the chance to turn the negative customer experiences into positive results. Because many customers are likely to tell others about their negative experiences, this is essential.

Organizations can easily address a variety of customer concerns by using customer service emails as a convenient point of contact. This frequently holds true, especially in circumstances where finding the best solution or course of action necessitates input from numerous stakeholders. Emails may be a helpful and effective way to:

Excellent customer service may have a long-term impact on a company’s success. By successfully transforming a customer’s bad experience into something positive, the company may gain favorable associations. This could enhance the organization’s reputation and encourage more referrals. However, poor customer service may turn away clients or cause the business more problems.

How to write customer services emails

Follow these steps to write an effective customer service email:

1. Review the message carefully

Read the customers initial message carefully. Do your best to comprehend what the customer has gone through and wants you to fix for them. Complete any additional research required to compile all pertinent data that may have affected the situation and may have an impact on the resolution. For instance, look over earlier emails or call logs between the customer and other customer service agents.

2. Use a personalized greeting

Open your email with a personalized greeting. Instead of using cliches like “valued customer” or “loyal client,” use the customer’s name. This makes the customer feel special and proves that a real person, not a robot or another automated program, is speaking with them.

3. Validate their experience

Recognize the client’s experiences and potential reactions. Respond with empathy by saying that you recognize how frustrating the circumstance may be. This demonstrates that you value your customers’ feelings, which is crucial because they are motivated to express their concerns because they feel strongly about what happened to them.

4. Respect their time

Work quickly to address the customer’s concerns and deliver a solution. Examine any correspondence they may have had in the past with other customer service personnel. To avoid making customers feel like they are repeating themselves and wasting their time, it is crucial to be aware of what they have already said. If they feel this way, it could lead to more unfavorable perceptions of your brand, which you would then be responsible for resolving.

5. Maintain a positive attitude

Keep a positive attitude throughout your interactions with the customer. This could increase the clients’ faith in your skills and dedication to resolving their issues. Look for opportunities to be kind and truthful with the customer, such as giving them an estimated time frame for a complete response as opposed to directing them to a resource where they can find the solution on their own.

6. Provide consistent information

Ensure your response aligns with your company policies. Its also crucial to provide consistent advice throughout your interactions. By doing so, you can avoid confusing your clients and enhance the reputation of your company.

7. Use simple language

Create a message thats conversational and easy to understand. Avoid using industry jargon or including complicated explanations. Instead, draft a courteous, straightforward message that outlines the customer’s options and the next steps they should take.

8. Include additional resources

Share resources to support what you tell customers. You could, for instance, put links to FAQs or blog posts on your website to help people better understand their choices. This enables you to give the client in-depth information without tiring them out with convoluted messages or lengthy text passages.

9. Offer more assistance

Position yourself as a resource to the customer. Before you end your conversation, enquire if there is anything else you can do to help them. After you assisted the client in resolving their initial problem, they might feel more at ease approaching you for assistance.

10. Thank the customer

Express your gratitude to the client for their business and for allowing you to assist them. Thank them for their suggestions or for letting you know about their worries. By doing so, you could make sure the customer feels valued by you and further their favorable perceptions of your business.

11. Finish with a personal closing

End your customer service email with a professional, friendly message. Remind the client of the resolution with a succinct summary and ask them to get in touch with you if they have any additional questions. This ensures you give the customer a clear solution and adds a final, personal touch to your correspondence.


How do you start a formal email to customers?

The 10 Keys to a Great Customer Service Letter
  1. Start by Saying “Thank You” …
  2. Use Everyday Language and Stick to One Idea per Sentence.
  3. Use Headings and Bullet Point Large Chunks of Information. …
  4. Avoid Cold, Overly Formal Language. …
  5. Direct the Customer to any Supportive Documents. …
  6. Set Expectations With Timeframes.

How do you professionally write an email?

Appropriate salutations
  1. 1 Dear [Name], This email salutation is suitable for business email correspondence.
  2. 2 Hi or Hello. In most emails pertaining to work, a casual “Hi” followed by a comma is acceptable as a greeting.
  3. 3 Hi everyone, Hi team, or Hi [department name] team.

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