The customer service email is one of the most important tools for any company. It can be used to offer help, solve problems, or just reply to a customer’s inquiry.
It is crucial that the email is written in a way that will make the customer feel at ease and confident in the company’s abilities.
The email should also be short and concise so as not to cause any confusion or frustration on behalf of the reader.
When you need to write an email to a customer, you should always keep in mind that it is your first contact with this person. You are not just writing an email, you are building a relationship with them.
The tone of your email should be friendly and welcoming. It should be easy for the customer to understand what you want from them and how they can help you.
You should always include clear instructions on what they need to do next and make sure that there are no misunderstandings about your request.
Now that we’ve given you a taste of some of the ways on how to write good customer service emails and make your customer service email departments win, let’s start by looking at what kind of customer service today’s most discerning consumer expects.
10 Email templates to send to your customer
Approach
The approach is one of the first steps that open the door to negotiation, and the way you talk to your contact at that moment is decisive. Chances are it’s the first time he’s had some kind of reference from you, so it’s essential to be objective and clear.
#1. Introduction
“Hello [customer name],
I’m [your name], and I work in sales at [company name].
We [give a brief description of the company and solutions it provides]. I believe we can help you, so I’m contacting you.
When would be the best time for me to call you?
Thank you for your attention,
[your name] [your contact]
#2 Looking for the industry authority
“Hi [customer name],
I’m [your name] from [company name] and I’m trying to figure out who would be the best possible person to discuss [problem your solution solves] in your company.
Would you mind pointing me to the right person and the best way to reach them? And if that’s you, could we schedule a day to talk?
Thank you in advance for your help.
Sincerely,
[your name] [your contact]
#3 A friend of a friend referred you
“Hi [customer name],
During lunch yesterday with [person’s name] he mentioned that you were looking for [describe what he was looking for] and it turns out my company specializes in [company expertise].
He thought it might be mutually beneficial for us to connect, as I recently helped [satisfied customer] improve their [which helped] by implementing our solution.
If you are interested in discussing this, we can arrange an appointment. How about [day of the week] at [time]?
I await your reply!
Thank you in advance,
[your name] [your contact]
follow-up
From the moment you make the first contact with the lead, it’s time to give small reminders about the company/solution and the meetings you’ve scheduled.
It is important to maintain cordiality and not make his experience turbulent, so the choice of words is essential so that he does not feel charged.
#4 Meeting reminder
Hello [name], how are you?
I’m reaching out to remind you about our meeting on [day] at [appointment] to talk about [your product or company name].
Can I confirm?
[your name]
Follow-up for missing customer
Still speaking of follow-up, there is another type of model for this type of situation, which is when the customer stops responding to the salesperson.
Unfortunately, every salesperson has had the experience of waiting for a customer to respond and he never shows up again. That’s why it’s imperative to have a way to get in touch with customers who simply disappeared because you need to keep your sales funnel up to date with opportunities at each stage and define if that opportunity was really lost.
For this email template, it is recommended that your CRM be updated and the sales history properly recorded, so that accurate data can be obtained. You also don’t need to ask if the customer received it, as he probably had some reason for not responding.
#5 Return for a customer who “disappeared”
Hello, [customer name]
How are you? Our last contact was [day of the last contact made]. I haven’t had a chance to hear your response to [what was discussed in the last email] yet, so I’m reaching out to see if there’s anything else I can help with.
If you’re still in doubt, I’m here to help!
I await your reply,
[your name]
#6 Reminding the customer that the solution is still available
Hello [name],
I hope all is well with you. I know I haven’t heard a response from you on [Last Contacts subject] yet, but I’d really like to help you out.
I’m sending you some materials, as attachments and via links, that might help you with [an issue the company is currently experiencing]. Here are the links:
[links or information]
I was also hoping to schedule a short chat this week so we can brainstorm again about some of the projects you have in mind. When will you be available next week?
I await your return!
[Your name]
Closure
This is the most awaited moment for every salesperson, as it is when the customer will say whether or not to close the deal.
It’s a very critical moment and any mistake could be worth the entire sale. Therefore, the approach has to be well thought out.
#7 Customer decision
Hello [name], how are you?
I’m reaching out to see if you’ve been able to think through our last conversations and come to a decision. I’m here to help you, so if you still have questions, don’t hesitate to get in touch!
I await your reply,
[your name]
#8 Next steps
Hello, [customer name].
I’m glad you’re considering purchasing our solution! As discussed earlier, I believe our tool will contribute to some of your problems, such as [cite at least 3].
If there is more information I can provide or questions I can answer, please let me know. The next steps would be to sign the contract and work with our customer success team to make the final adjustments.
[your name]
After-sales
The sale doesn’t end when the customer closes the deal. It is important to carry out a post-sales follow-up to understand how the customer is dealing with the solution and if there are any questions or problems.
It is this follow-up that reduces the risk of unexpected cancellations and increases consumer confidence in the company.
#9 Is everything okay?
Hello [customer name],
I’m contacting you to ask how everything is at [name of company or customer you serve]. How is your experience with our solution?
We recently added some new features to our software that I believe would be really helpful for [the customer’s pain]. If you are interested in a quick chat or demo this week, please contact me.
All the best to you,
[your name]
#10 Materials to increase customer familiarity with the solution
Hello [customer name],
Hope you’re well! My team member, [name of member], was sharing that you are having some difficulties. In addition to the technical help, I would like to share some blog posts related to this topic that would be helpful to you: [Links]
If you have any further questions, please contact me.
Thank you in advance,
[your name]
So those are the 10 best
