Here's how it looks in Copper: Finally, double-check to make sure you took out all of the bracketed words. It's easy to miss one, and it looks very unprofessional. Take a minute with each email to make sure you've updated everything. And now, onto the email templates! 1. Welcome When a new customer comes to your company, you want to make sure they feel welcome. Here's a quick "hello" customer service email template that helps you do that: 2. Onboarding Many companies have resources specifically tailored to new customers. That might be an FAQ page, a series of video tutorials, blog posts, or anything else that helps people get up and running right away. (This is especially common in the SaaS world, but can certainly happen elsewhere, too. ) Here's how to send that information to a new customer: 3. Issue follow-up Sometimes a customer requests help or submits a ticket and then disappears. It's a good idea to follow up to make sure that the issue has been resolved (and clear the ticket off of your desk so you can focus on something else): 4.
Once again, [First name], I sincerely apologize for the inconvenience. Sincerely, [Agent first name] [Email/direct phone] 2. The Customer Received the Wrong Item(s) Opening an eagerly awaited package and finding the wrong item inside is irritating, to say the least. It also creates more work for the customer. A great email response to these customer complaints addresses both pain points. "Dear [First name], I'm so sorry we mixed up your order. I know a mistake like this can be very upsetting, especially at this time of year. I've double checked your original order, and the correct items should arrive tomorrow via [carrier] (tracking number [#]). If you'd like to track the package, here's the link you can use: [link]. I'll follow up with you tomorrow to make sure you received the correct items. If you have any questions in the meantime, feel free to contact me directly. We do have one small favor to ask. Could you please return the unwanted items within the next [#] days? There should be an adhesive prepaid return label inside the box.
To keep them happy, you need to answer their requests and respond quickly. So, wouldn't it be great if you could answer more customer support tickets, faster? That's where we're here to help you. We're sharing 7 customer service templates that you can use to answer more requests and quickly. Plus, you can copy and paste our customer service email response samples easily, meaning you can start using them right now. How important is customer service to you? Did you know that the number one reason customers leave a company is because they think you don't care about them? Brands like Amazon and Zappos have built billion dollar empires based on delivering superior customer service. And while 80% of brands feel are delivering great service, consumers tend to disagree. In fact, only 8% of consumers feel they have received superior customer service. Delivering great customer service is not easy and we need all the help we can get. Based on our research, here's how customer service can affect your business: 86% of consumers are willing to pay more if they receive a better quality of service 73% of consumers say friendly customer service made them fall in love with a brand 55% of businesses claim that improving customer service leads to increased sales Great customer service comes in the form of quickly acknowledging the customer's email or request, addressing the customer by his or her name, focusing on solving the customer's problem and generally making the customer feel like you care.
1. Read the email thoroughly before you respond Customers value good service over speed. It might be the customer got lost on your website or cannot remember his password but read the email thoroughly before you write your response. If the email has too little information for you to solve the request, it's OK to ask questions to get more information. 2. Address your customer by name Most emails sent to your customer support team are sent by human beings. It's easy to forget this when you answer hundreds or thousands of emails per week, but people appreciate being treated like human – In fact, recent research by Cisco found that customers are willing to pay extra for a more personalized service. Make sure you address the customer by his/her name in each email you respond to. 3. Focus on solving the problem A customer who communicates a problem does not want to hear excuses of why the problem occurred. They only want to hear the solution. If the customer cannot login to his account because of a bug, there is no need to explain that it's your web developer's fault for forgetting to fix it – Find a solution and inform the customer the problem is fixed.
Productivity: 8 min read Customer service teams deal with huge amounts of email. The anatomy of a great customer service email There's one primary thing you should focus on when creating and using email templates: empathy. Show the customer that you know they're a real person and that their issue is important. If you can do that, you have customer service email gold. LiveChat sums it up nicely with these six steps: Actually greeting the customer Addressing the customer by name Thanking the customer for contact Summarize the situation Moving down to the answer Close with style That's what we focused on in these email templates. Of course, the more personal you can make them for each customer, the better. How to use these customer service email templates Each of these templates is best suited to a particular situation. But you can use them however you want. Maybe our "Happy customers" email sounds like a good way to ask people for reviews. Or our "Onboarding" email template works for proactive outreach from your customer success team.
This email from Marriott group of hotels seeks to assure guests of the safety measures in effect across their properties. Email template
Sub: We are here to support you
Hey
Scheduling an EBR? Reaching out for an intro? Here are useful customer success email templates to jumpstart your replies & make customers happy. Most of our conversations with customers don't take place in person. Instead, we talk to them over live chat, phone, SMS text, or, the most popular customer service channel: email. According to a 2018 Forester customer experience report, 54 percent of customers said they used email for customer service in the last year. But using email for customer success means we don't get the benefits of a face-to-face conversation. We can't use facial expressions to show customers when we're happy, concerned, or sorry. Email eliminates the 93 percent of communication that occurs through tone and body language. That's why well-written emails are so important for building strong customer relationships. Below, we collected email copy for common situations customer success teams encounter. Use these templates as a starting point — they can serve as inspiration, or you can tweak them to fit your team's unique voice and circumstances.
If not, just click this link, print the form, and attach it to the box. You can drop the box off at any [carrier] location ( click here to find the one nearest you). Sincerely, [Agent first name] [Email/direct phone] 3. The Customer Had a Bad Experience in Store A rude or unhelpful associate, merchandise in complete disarray, endless checkout lines—a lot can go wrong in store. If a customer emails a complaint, the agent's response should include specific remedies, both at a high level and for the aggrieved customer. Here's an example of a way to respond to an angry customer who had a bad experience. "Dear [First name], I'm sorry you had such an unpleasant encounter with one of our associates earlier today. We try to make our customers' shopping experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short. I've forwarded your complaint to the [location] store management team as well as our corporate customer experience team. We will do everything we can to make sure this doesn't happen again.
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