5 Buyer Service E-mail Templates for Robust Conditions

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Faucet into the time-saving and stress-relieving energy of customer support e mail templates.

In customer support, there’s an underlying concern that each single e mail you ship is likely to be the massive one. This is likely to be the one which goes viral on social media. This might be your founder’s nephew posing as an indignant buyer. This is likely to be misconstrued and land your organization in sizzling water.

Good customer support requires strolling on eggshells whereas fixing issues. And that’s actually onerous.

Customer support e mail templates make it simpler.

Earlier than the excrement hits the fan, proactively create some well-thought-out and amiable responses to troublesome conditions. You’ll be capable of shoot them out rapidly when time is of the essence.

And also you’ll relaxation straightforward figuring out that there’s nothing incriminating or probably riot-inducing contained inside them.

At present, we’re going to share 5 customer support e mail templates we use for probably the most difficult of conditions.

5 Customer Service Email Templates for Tough Situations Guide Preview
Obtain the 5 Buyer Service E-mail Templates for Robust Conditions to repeat and paste every one into your helpdesk

Utilizing customer support e mail templates

Customer support e mail templates have the ability so as to add hours again into your day. Perhaps you’ve been copying and pasting the identical textual content day by day. Or maybe you gained’t let your new customer support agent ship a help e mail with out approving it first.

Both means, you’ve been wasting your time. Don’t let the concern of sending impersonal, robotic responses cease you.

You’re right here. You’re studying this cool weblog. You care about your online business. You gained’t ship emails that suck. (I gained’t allow you to.)

All the examples I’m about to disclose are actual e mail scripts that we use at Groove. We name them canned replies.

customer service email template example
Instance of Groove’s canned reply template

Learn the next emails over, copy and paste those you want, then tweak them to replicate your distinctive enterprise proposition.

We’ll stroll by means of why these templates work (so you possibly can construct your individual transferring ahead). Then present a copy-and-paste-able template that you would be able to simply add into your helpdesk and edit as wanted.

Wish to skip on to the template half? Go for it. Listed below are all 5 templates in a simple to learn (and duplicate) slide deck.

Template #1: A buyer requesting a reduction

Reductions may be a good way to fulfill clients after a nasty expertise or entice them to purchase once more. In sure circumstances although, reductions merely don’t make sense. Worse, they set a poor precedent for placing a bandaid on an open wound.

Watch out to not acquiesce to indignant buyer’s calls for with out absolutely understanding their downside.

When a buyer asks for a reduction that we can’t give, we ship this e mail response:

Hello %,

To start with, thanks a lot for testing Groove!

We too, are a small enterprise and recognize you checking in to see what choices now we have out there. Right now, we don’t provide any reductions or startup pricing plans.

We’ve labored actually onerous to construct the perfect product on the market for small companies to ship superior, private buyer help. We consider that Groove delivers a lot worth and you’ll really feel that the funding pays itself off.

Thanks once more and we want you the easiest as your online business grows.


Lead with empathy, discover commonalities every time doable to determine mutual respect. Embrace private touches, letting them know you recognize their distinctive scenario. Stay assured within the worth of your product, and your clients will observe swimsuit.

Template #2: A characteristic request you’re not going to construct

Most software program firms get dozens of characteristic requests each week—and that’s not a nasty factor. It means your customers care sufficient to supply their very own concepts and suggestions to make your product even higher.

Nevertheless, many requests don’t align with the corporate imaginative and prescient or make sense for almost all of different clients.

That stated, flat-out rejection sucks. You need to make your customers really feel like their concepts are worthy, so phrasing your rejection to their buyer suggestions the precise means is vital.

We examined 10+ totally different approaches for this example through the years, and one among them continues to face out above the remainder:

Hello %,

Thanks for writing in! There’s no means to do that in the mean time, however it’s one thing we’re contemplating for a future launch. I simply added you to the checklist for observe up, in order quickly as we do have information concerning mass replies we’ll remember to attain out.

Within the meantime, your finest wager for rushing this up would most likely be to make use of canned replies. Then it’s simply a few clicks per ticket to ship out the identical reply.


Regardless of being “canned,” the response will get private. We took the time to actually take into consideration the thought, and that’s clear. It’s in a optimistic tone of voice and nonetheless delivers worth to the shopper.

Possible, your buyer will settle for that their request won’t be fulfilled. And also you’ll nonetheless present a optimistic expertise by strolling them by means of an alternate that’ll work for them. Win-win.

What if a buyer says they’ll flat-out depart in the event you don’t construct what they need you to?

Usually, if a characteristic is make-or-break, however we will’t justify constructing it (as a consequence of useful resource constraints or it being exterior the scope of our imaginative and prescient/focus), our important purpose remains to be to supply nice customer support, even when which means they may depart. For now.

In truth, if the characteristic is 100% essential for them and we will’t provide a viable different, we’ll inform them which of our rivals with that characteristic we expect may serve their wants finest.

We get it—the smallest considered admitting that your competitor has one thing higher may be horrifying. Nevertheless, right here’s what occurs consequently:

  1. Although our product won’t match their wants, the shopper will know that we went out of our strategy to information them in the direction of what’s genuinely finest for them. That type of goodwill goes a good distance.
  2. For those who do find yourself constructing that characteristic sooner or later, due to the way in which you dealt with the difficulty, you may have a robust case to make for that buyer to return.

Each of these issues are a greater different than having a buyer who leaves feeling 100% sad with our product and more likely to disappear for good.

Customer Service Email Template 2 - A feature request you're not going to build

Template #three: A buyer who wants babysitting by means of a easy process

Saying sure on a regular basis sends the message that your clients ought to depend on you for each little factor. This may value you money and time.

It’s okay to say no. For those who do it the precise means, you gained’t threat offending anybody or destroying any buyer relationships. In truth, saying no is likely to be your best option for you and your clients.

Assess the urgency of the scenario and encourage your help crew to get extra readability. Nearly all of buyer emails are iterations of the identical query. Don’t get swept up within the confusion your self. Stay calm and get extra info earlier than diving right into a response.

Hello %,

Thanks in your word. I’m unsure I observe what you’re saying, any probability you might present somewhat extra element? A screenshot could be tremendous useful as nicely.

I’ll do my finest to assist.


So long as you ensure it’s not a bug, put the onus again on the shopper to resolve their very own concern and supply them with the assets to take action.

In case you have managed to place collectively an excellent data base or different self-help resolution, your clients will likely be keen (and keen) to have interaction. Folks really like utilizing self-serve help, particularly if the assets are tailor-made to them.

If their issues aren’t answered in your data base, use it as a chance to enhance your content material there.

Receiving a request for step-by-step help is a chance to show clients use your providers, and provides you the possibility to outline expectations.

Why? As a result of asking the shopper to ship a follow-up e mail with extra element robotically makes them suppose rationally.

Questions are highly effective. They put us within the mindset of fixing the difficulty. Plus, they assist clients study your product and really feel completed, whereas reassuring them you’re out there to supply the help they want.

Customer Service Email Template 3 - A customer who needs babysitting through a simple task

Template #four: An indignant buyer

Coping with indignant clients requires its personal submit (which in fact we’ve already written). Right here, we’ll look particularly at how we use e mail templates to pacify the scenario.

Some buyer complaints come up as a result of they really feel slighted by one thing you or your organization did. Different instances, clients are emailing just because they’ve had a troublesome day and also you’re a simple goal. Irrespective of the underlying purpose, the way you take care of it determines the final word decision.

Maintain your cool and don’t let your buyer’s anger affect your individual habits. Then, acknowledge their emotions. Be empathetic, apologize, and make it clear you perceive that they’re upset.

Refocus the dialog on the precise downside at hand. Work to discover a concrete decision to the difficulty.

Right here’s the shopper help e mail we use to show an indignant buyer into a cheerful one:

Hello %,

Thanks for reaching out. I’m so sorry, I undoubtedly perceive your concern and I’m escalating your concern so that somebody can take a more in-depth have a look at what’s happening straight away.

Please standby and one among my teammates will get again to you with extra particulars ASAP.


Empathize, apologize, promise a decision, and let the shopper know their downside is being taken critically.

Customer Service Email Template 4 - An angry customer

Template #5: Your services or products is damaged

For those who’ve been working within the tech trade lengthy sufficient, you’ve probably bought a server outage story. And also you may nonetheless have nightmares of opening the inbox to hundreds of emails from upset clients asking why the product they pay for isn’t working.

What doesn’t kill us makes us stronger, although. Residing by means of these conditions helps to enhance customer support expertise and anticipate buyer wants following an sudden downside.

This customer support e mail template has saved us our justifiable share of consumers:

Hello %,

Sorry for the delay in response.

We encountered a difficulty earlier as we speak that affected a portion of accounts — and sadly yours was a kind of affected.

Now we have rectified the underlying downside and you need to be up and operating once more now. No conversations had been misplaced throughout this time, however please give it a couple of minutes for them to stream into your inbox.

We perceive how essential we’re within the function of supporting your clients, and will likely be implementing a bunch of options to make sure that a scenario like this doesn’t happen once more.

In case you have any questions, please don’t hesitate to present us a shout.


Embrace the entire info you may have readily available, and join the dots to point out precisely the way it impacts the shopper’s account. Stay empathetic and apologetic, sustaining a stage of respect and understanding for a way your product stability impacts their work.

Word: Simply as vital as saying the precise factor on this scenario is ensuring you really do preserve updating your clients recurrently. You hate being stored at the hours of darkness, and your clients do, too.

Customer Service Email Template 5 - Your product or service is broken

Create your individual customer support e mail templates

Though the customer support e mail templates we shared as we speak cowl very particular conditions, the ideas in them (empathy, sharing info, promising resolutions) may be utilized to only about each help scenario.

Dig deep to know and recognize how the shopper feels, and reply appropriately. Let these templates information you to create your individual. Put your private contact on every one. Above all, preserve them versatile.

Watch how clients reply to or fee every template and always enhance them. Sure, templates allow you to set-it-and-forget-it. Right here at Groove although, we desire to easily hit “snooze,” and solely “neglect it” for a couple of weeks at a time.

Obtain every customer support e mail template to start out managing your communication with ease as we speak.

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Melissa Rosen

Melissa Rosen
Melissa is a content material creator at Groove. Her background spans operating buyer help and expertise at startups to operating script adjustments on reside TV exhibits. Her purpose is to assist companies develop by providing sensible and actionable methods to enhance buyer expertise.

Melissa Rosen


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