9 Tips & Examples to Write Effective Customer Service Emails

Ludovic Armand
by Ludovic Armand

Building a business without offering an excellent customer experience is like constructing a house without a solid foundation.

In the short term, it might work, but as time goes on you’ll need that strong foundation of satisfied and loyal customers, otherwise your company will struggle to grow and succeed.

According to a recent report, even when people love your company or product, 59% of people will stop doing business with you after several bad experiences even if they love your company or product. The benefits of prioritizing customer service are well worth the investment.

And the preferred communication channel of your customer is without a doubt email.

In this article, we’ll dive into how you can improve your customer service emails and give you templates you can use to write more effective replies today.

Why Customer Service is Important?

Providing great customer service is important for the success and growth of any business. In fact, according to a report, 92% of companies that are investing to improve customer experience report better customer loyalty.

Plus, 84% of them also report an increase in revenue while 79% of businesses said customer experience also contributed to reducing their expenses.

Benefits of improving customer service

As we can see the benefits for your business are vast. Here’s a breakdown of the most notorious advantages:

Customer satisfaction & retention

Customer satisfaction and retention isn’t only about providing quality products or services. It’s also about how easy interacting with your business is and the level of support and assistance you provide.

Clients who receive good customer service gain trust, are more likely to be satisfied, and have a positive image of your brand. They are also more likely to come back in the future.

Another benefit of offering good customer service is that you can maintain a good relationship with your customers. they are less likely to do business with your competitors based on the price or gimmicky features as they know they can trust your business support and will have a positive experience.

Company values & brand reputation

When your customers have a positive experience interacting with your company like receiving a fast and helpful reply, it leave them with a favorable image of your business.

In the long run the favorable impressions will help to build a strong brand reputation as your clients are likely to share their experience with others off and online.

Another benefit of providing excellent customer support is that it helps build trust can credibility. By going the extra mile to resolve your customers’ concerns and problems you build a reputation of reliability and care.

In the end, the experience your customers have when interacting with your company service can make or break the perception they have of your brand and give you a competitive advantage over your competitors.

Revenue & customer lifetime value

Studies have shown that a good customer experience will most likely result in repeat business from the customer. This means a steady revenue stream for your company.

It also reduces customer acquisition costs and increases customer lifetime value since you won’t need to attract as many new customers to be profitable and they will probably spend more in the future.

CLV (Customer Lifetime Value) represents the total revenue a customer generates throughout their relationship with your business.

By providing outstanding customer service, you enhance customer satisfaction, foster loyalty, and prolong the duration of the customer-business relationship.

Another advantage of great customer service is that it can be used to upsell and cross-sell. Communicating with your customers, customer service agents will be able to identify their needs and recommend products or services that could complement their first purchase.

Customer service is the direct connection between your customers and your business, so it’s essential to provide a great experience for them.

Plus it can also play a role in employee retention as they will feel more engaged and proud to be working for a company that values its customers.

We recommend you have a look at the best practices for customer service to take it from good to great.

What Are Customer Service Emails?

A pile of what are customer service emails

Customer service emails are email responses to your customers’ inquiries, complaints, or feedback. The goal is to solve their issue and to give them support for your product or service.

Some companies use automatically generated emails and others write their personalized emails to their customers. But with the advent of artificial intelligence, you can now take advantage of both worlds by using an AI email assistant.

For example, the OpenAI integration in Missive takes it a step further by enabling the AI model to use your canned response to generate personalized replies for your clients.

Emails could be used for a wide range of customer service use cases including:

  • Problem resolution
  • Follow up
  • Technical issue troubleshooting
  • Installations/getting started service
  • Feedback
  • Complaint management

By using one of the best software for your customer service emails, you can start offering great support in no time.

Why Should You Still Use Emails for Customer Service?

Despite the emergence of many new communication channels in the past decade, email is still one of the most used channels for customer service.

There are several reasons to explain this, but the main reasons are that it is widely available, easy to use, easy to keep track of, and can be used globally since an email can be sent at any time.

Here’s a quick reminder of why you should continue to use emails for your customer service:

  • Enable detailed exchange that can be enhanced by attachments like documents.
  • Makes it easier to keep track of all communication between your business and your customers.
  • Emails are more flexible than other communication channels since they can be used 24/7 without having to offer real-time interactions.
  • Can be scaled more easily since your agents are not tied down to one call at a time.
  • Emails can easily be integrated with the tools you’re using to manage your customers like a CRM. It’s also easier to collaborate and involve multiple departments if needed by using a shared inbox software.

Although real-time communication channels like live chat, phone support, and social media are popular, email brings many advantages to customer service.

By including email in your customer service communication channels, you can address the varied preferences and requirements of your customers, offering them a complete support experience.

Tips for Better Customer Service Emails

Now that we know why customer service via email is important, here are some tips to help you offer better customer service via email.

1. Respond Promptly

📋 Timely email responses show care and commitment, managing expectations and avoiding customer frustration, but it's crucial to follow stated response time guidelines.

When it comes to responding to customer emails, you must prioritize the time it takes to reply. Most customers truly value receiving prompt replies. It shows that you care and are committed to addressing their needs efficiently.

We’ve all been there, we’ve sent an email to a company for support and they took forever to reply. Even if their response resolved our issue and we received the most caring email, our experience will still be tinted by the frustration of waiting for a reply.

Having a structure in place and respecting your SLA to address inquiries or concerns will help your business and let you provide helpful and satisfactory solutions. A great way to manage your client’s expectations effectively is by setting clear guidelines regarding your response time.

This could be by sending an automatic reply when you receive an email to your support email address with the timeframe it will take before one of your customer support team members get to reply.

By doing so, you can avoid any potential frustrations or disappointments resulting from delayed replies. However, you should make sure that the guideline is respected otherwise this could result in even more frustration on your customers’ side.

2. Personalize Your Responses

📋 Personalize email responses by using the customer's name, customizing the reply to their specific needs, and acknowledging previous interactions to build strong customer relationships.

It's important to make an effort to personalize your responses to every email you receive. Putting in that extra effort can make a difference in building a relationship with your customers. When your clients feel like you value them and don’t feel like they are numbers, they will be more engaged with your business and feel satisfied with their customer experience.

Simple things like using your customer's name in your email can show that you see them as an individual and not just another customer. You can also add a personal touch and makes the interaction feel more friendly and genuine. After all, we’re all humans being those emails.

Next, take the time to understand their unique situation or problem and tailor your email response to answer their specific needs. By creating a unique reply to answer their inquiry, you show that you're invested in helping them find a solution and care.

Additionally, if the customer previously contacted your business, acknowledge those as well. It can be as simple as mentioning a previous conversation, order, or any other relevant information. This small gesture demonstrates that you care about the relationship you’re building and have an understanding of their history with your business.

3. Use Clear & Concise Language

📋 Write clear and concise emails using simple language, avoiding jargon, breaking down information, and giving step-by-step instructions so your customers understand better and minimize frustration.

It's crucial to communicate in a way that everyone can understand.

Your email responses should be clear, concise, and simple to understand. You should (almost) always write your emails so they could be understood by people in grade 9. If your business is in a technical space, you should also remember that not all customers may be familiar with technical terms or complex language.

Avoid using jargon or complicated terminology that might confuse or make your customers feel like they are not good enough. You should instead use clear and straightforward language that gets your message across effectively.

To make your emails easier to understand, break down information into smaller, skimable chunks. Long paragraphs can be overwhelming, so organize your content into smaller sections and use bullet points when possible.

Additionally, if you need to give instructions, you should offer them step-by-step. With clear and concise instructions, your customers can easily follow steps to solve their problem leaving behind any confusion.

Clear, simple, and easy-to-understand email responses, can create a positive customer experience and minimize the chances of miscommunication or frustration.

4. Show Empathy & Understanding

📋 Show empathy, understand your customer concerns, and resolve their issues to build strong relationships and improve your business reputation.

Having empathy and understanding when addressing your customers’ issues is important. Even if some of your clients show frustrations or disappointments, you want to show that you understand and acknowledge their feelings.

empathy can help you connect with your customers and demonstrates that you care about their experience. Assuring them that you are fully committed to resolving the situation can also help improve their overall experience.

In your interactions, the language you use can help to show your customers that you share their concerns and understand the situation. Choose words that show empathy, acknowledging the impact the issue may have had on them.

Additionally, make it clear that their feedback is valued by your business. It will encourage them to be open to communication and shows that you are continuously striving to improve based on their experiences.

By showing empathy, understanding, and a commitment to resolving their issue, you can build long-lasting customer relationships and create a positive reputation for your business.

5. Provide Detailed & Relevant Information

📋 Improve your customer service by providing detailed information from the start, anticipating follow-up questions, and offering relevant resources to help them.

Going the extra mile by providing comprehensive and relevant information can take your customer service to the next level. Put yourself in the shoes of your customer and understand why getting all the necessary details in one go is important.

Take time to write a detailed response that leaves no questions unanswered. You can even go beyond and provide additional information or resources to help them with questions that may arise shortly. It will show that you value their time and are committed to assisting them effectively.

Anticipating follow-up questions doesn’t have to be complicated. Put yourself in the customer's position and consider what additional information they may need. You’ll save them and your company time since they won’t need to reach out again.

In addition to providing comprehensive responses, consider including relevant resources to further assist your customers. Sometimes, a link to a user guide or FAQ section can provide your customers with the in-depth information and step-by-step instructions they need.

You’ll also promote self-service and empower them to find additional information on their own at the same time. After all, 81% of customers are expecting more self-service options.

6. Proofread & Edit

📋 Proofread and edit your emails to avoid errors and look profesionnal. It will also make them clear and easy to understand elimanating risk of confusion.

Every message you send via email to your customers acts as your business’ shop window. You must polish and proofread your communications. Before hitting that send button, take a moment to edit your email reply and make sure it’s mistake-free.

Scan for any grammar mistakes, typos, or spelling errors that might have slipped through. With thorough review, you can ensure that it presents a professional image to your clients.

After all, a well-written and error-free email sends a message that you pay attention to the details and makes your business look more professional.

In addition to checking for errors, editing your email to make them clear and easy to understand is equally important. Read through your message to make sure it flows smoothly and that the language used is clear and understandable.

Make sure there are no confusing or ambiguous statements that might be misinterpreted. This way you are sure your customers can fully understand your message and reduce unnecessary and forth.

7. Offer Additional Assistance

📋 Let your customers that they should reach out for further assistance. It will show that their satisfactionis important to your business and that you are committed to resolving their issues.

Another tip that can improve your customer service is to encourage your customers to reach out again if they have additional questions or need more assistance. Let them know that you want them to be satisfied and that you're always available to help.

This way, you demonstrate that you care about their experience with your company and are there to resolve their issues.

Remember, offering your support beyond the initial reply is a key element of exceptional customer service that shows your clients that their satisfaction is important to you.

8. Follow Up & Close the Loop

📋 Send a follow-up email to make sure your customers are satisfied, offer more support, and ask for their feedback.

You can send an email to check if the solution you provided met their needs and if you can assist them further. This personal touch can go a long way in building strong customer relationships with your clients.

During the follow-up, you can also go the extra mile by offering your assistance for any problems they might encounter in the future. By doing so, your customers will feel valued and supported, which will build loyalty for your company.

You should also remember that your customers’ feedback is really valuable to help you keep improving. You should always seek their input and value their feedback. It shows that their opinions matter to you.

9. Monitor & Improve

📋 Regularly analyze your customer inquiries and their feedback to identify areas that could be improved. Use it to update your resources and address common concerns for better customer service.

Keeping a close eye on your customer service email interactions is important to ensure you are continuously improving. You should always take time every other week or month to analyze the inquiries and problems your customers are facing.

It will give you valuable insights or your product or service. You’ll also be able to identify areas where your process could be improved.

By understanding common pain points or frequently asked questions, you can make informed decisions about how to better serve your customers. A good practice that we’ve implemented here at Missive is to keep track of all inquiries we get from our clients and update our website help section and improve our FAQ.

By doing so, your customers will be able to find the information they need without having to reach out for support.

If you follow previous tips, you’ll have collected tons of feedback that could be used to guide you toward areas where you could improve. It will also send a signal to your customer that you’re also paying attention to their feedback and are implementing their suggestions.

It’s also important that you don't wait for customers to raise the same concerns repeatedly before acting on them.

6 Customer Service Email Examples (With Their Customer Service Email Templates)

Creating the perfect response can be challenging. That's why we've built six customer service email examples accompanied by their ready-to-use canned response templates.

Here are our professional customer service email response templates that will make your interactions with your customers a breeze.

Auto Reply Email

A good practice to put in place is to send auto-reply when you receive an email at your support alias. However, you don’t want to send an auto-reply every time you receive an email as your customers who reply to their original email will be bombarded by your automatic response.

Using a tool like Missive makes it easy for you to set a rule to achieve that.

Setting up an auto-reply rule in Missive

Here is an example of what could be contained in the email.

Hi {{ recipient.first_name | default: "there" | no_confirm }},

Thank you for contacting us. We appreciate you taking the time to message us and will be more than happy to assist you.

This is an automated reply to let you know that we have received your email and one of our team members will be in touch within the next [you SLA].

While you wait for our response, we encourage you to visit our Frequently Asked Questions (FAQ) page on our website, as it may provide the answers you're seeking.

If you have any additional information or details that could help us in assisting you, please feel free to reply to this email. Your feedback is valuable to us, and we want to make sure we address all your needs.

Thank you again for contacting [Your Company Name] Customer Support.

Kind regards,

[Your Company Name] Customer Support

Before using this template, you should make sure you add a link to any valuable resource on your website.

Replying to Multiple Questions

In this example, we’ll provide you we a template that can be used to reply to a customer support email that contains multiple questions.

Hi {{ recipient.first_name | default: "there" | no_confirm }},

Thank you for reaching out. We appreciate your interest in [your product or service]. I'll be more than happy to help you!

Allow me to address each of your questions below:
[Question 1]
[Answer to question 1]

[Question 2]
[Answer to question 2]

[Question 3]
[Answer to question 3]

I hope these responses are clear and answer your questions.

If you have any further questions or would need additional help, don't hesitate to reach out. I'll be more than happy to help you.

I wish you a wonderful day!

Best regards,

{{ user.first_name }}
[Your Company Name] Customer Support

Replying to Negative Feedback

In this example, we’ll provide you with a template that can be used to reply to negative feedback you may receive. As you’ll see we try to avoid over-apologizing because it might make the interaction seem negative and won’t resolve the issue.

Hi {{ recipient.first_name | default: "there" | no_confirm }},

Thank you for taking the time to share your feedback with us. We appreciate and value your opinion. It helps us identify areas where we can improve and better serve our customers.

We are sorry about the inconvenience or dissatisfaction caused by [the situation that cause negative feedback].

We are committed to addressing your concerns and making things right.
We have carefully noted the issues you raised, and we are actively investigating the matter to understand the root causes. Our team is working to implement the necessary changes and prevent similar situations from happening in the future.

Your satisfaction is really important to us as we value you as a customer.

To show our appreciation for your feedback and to compensate for any inconvenience caused, we would like to offer you [a compensation or solution if applicable].

We hope it will demonstrate our commitment to your satisfaction.

Once again, thank you for bringing this matter to our attention.

If there is anything else we can do to assist you or if you have any further feedback, please let us know.

Thank you for being a valued customer.

Best regards,

{{ user.first_name }}
[Your Company Name] Customer Support

Replying to a Complaint

In this example, we’ll provide you with a template that can be used to reply to a customer complaint. As you’ll see, it is similar to the one used to reply to negative feedback.

Hi {{ recipient.first_name | default: "there" | no_confirm }},

Thank you for reaching out to us and bringing your concerns to our attention. We appreciate your feedback, as it allows us to continuously improve our services.

We apologize for any inconvenience this may have caused you and we understand how frustrating it can be when expectations are not met.

We take your complaint seriously and are committed to resolving the issue to your satisfaction. We have forwarded your concerns to the appropriate team, who will investigate the matter thoroughly.

They will be in touch with you within [time frame expected] to gather any additional information they might need and provide you with a solution.

We want to ensure that your experience with us meets your expectations. Your patience is greatly appreciated as we work to address your concerns and provide a suitable solution. 

If you have any further questions or require immediate assistance, please contact our support team by replying to this email. We are here to help.

Thank you again for bringing this matter to our attention! 

Best regards,

{{ user.first_name }}
[Your Company Name] Customer Support

Replying to a Cancellation Request

In this example, we’ll provide you with a template that you can use to reply to cancellation requests you may receive. We also included a section to ask for feedback.

Hi {{ recipient.first_name | default: "there" | no_confirm }},

Thank you for reaching out to us.

We have received your request for cancellation. We're sorry to hear that you wish to cancel your [subscription/account/order].

To proceed with your cancellation, we'll need you to provide us with the following details:

1. Your full name
2. The email address associated with your account
3. Your order/subscription ID [if applicable]

Once we receive the above information, we will proceed with the cancellation process and ensure that you get a refund [if applicable].

Please note that canceling your [subscription/account] means you will lose access to all the features and benefits associated with it.

If there is anything specific we can do to address your concerns or improve your experience, please let us know. 

We would greatly appreciate your feedback on the reason why you wish to cancel as it will help us improve.

Thank you for your understanding, and we hope to serve you better in the future.

Best regards,
{{ user.first_name }}
[Your Company Name] Customer Support

Asking for Feedback

Our last example will provide you with a template to ask your customer for feedback after they reach out to your customer service.

Hi {{ recipient.first_name | default: "there" | no_confirm }},

Thank you for reaching out to our customer service team. 

We appreciate your recent interaction with us and would love if you could share your experience with us. Your feedback is valuable to us as it will help us understand how we can improve and better serve you.

We would greatly appreciate it if you could spare a few minutes to answer a few questions regarding your recent interaction with our customer service team. Your responses will remain confidential and will be used solely for internal purposes to improve our service.

You can find the question in the link below:

[Insert feedback link here]

Your honest opinions are highly valuable to us, and we genuinely appreciate your input. If you have any additional comments, concerns, or suggestions, please feel free to share them with us by replying to this email.

We look forward to hearing from you and using your feedback to improve our customer service experience.

Best regards,

Best regards,
{{ user.first_name }}
[Your Company Name] Customer Support


In conclusion, offering excellent customer service is essential for the success and growth of your business. Without satisfied and loyal customers, your company will struggle to thrive in the long term.

In the end, customer service emails are an opportunity to provide outstanding support, build customer loyalty, and differentiate your brand from competitors. By implementing the tips and using our templates, you can write more effective customer service email responses and leave a positive and lasting impression on your customers.

Ludovic Armand

Digital Marketing Lead at Missive
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