Looking to give your emails and macros a little bit more depth, personality, and thoughtfulness? At Influx, we’re passionate about helping our clients with their outsourced customer service. So we have compiled 25+ of our favorite customer service emails with our customer support agents, and turned them into templates for both delicate and often-repeated customer service interactions.
Hope you find them helpful!
Customer Service Email Templates – Table of Contents
- Welcome emails (x4)
- Thank you email (x1)
- Capturing feedback (x5)
- Process an opt-out (x3)
- Responding to angry customers (x6)
- Offering a refund (x6)
- Making customers feel valued (x3)
- Engaging “sleepy subscribers” (x1)
Customer Service Email Templates - Welcome email templates x4
Scenario
A customer signs up for your product/course/software/newsletter, so they receive their very first email to tell them what to expect, who to turn to for help, and how to use the product. This welcome or onboarding customer service email is pretty important to kickstart your relationship with your new customers.
Email Template 1
Hi (Customer),
Welcome to (company). We know you are going to love (using our product/service). To get the most value out of (company), I recommend setting up a quick call with us here (link inserted).
A nice way to get started is checking how to get the most out of your (product/service with the link inserted).
Click the link below to check out our YouTube Intro template (link inserted).
Next, I’d check out this video and marketing tips to help you save the day (link).
Lastly, you should 100% browse our (templates if any, or Knowledge Base/Resource Library).
Welcome to the (Company) family!
Email Template 2:
Hi (Customer),
Thanks for choosing (Company) – America’s most (description or USP, in this example, we are using a phone brand).
I see that you have purchased a (product), which is an awesome phone! A leather flip case will be added free of charge, as we have an ongoing promotion.
You can use your current SIM card on our phones. All our phones use the nano-SIM card - the smallest size.
The (product) has removable back covers. Just use your fingernail to prise off the back using the slot at the top right corner of the phone display.
You can also enjoy (insert prime features of phone or product).
And here’s something unique about (product) - (insert additional benefits of your product to blow your customers away).
We also have a FREE (wrap up your welcome with an invitation to join a members’ club with exclusive deals etc).
For more details please visit (website link).
Have a Happy New Year!
Email Template 3:
Hi (Customer),
Welcome to the (your company) family!
We are thrilled to have you join us. Thank you for choosing us!
To get you started, we would like to share with you our resources conveniently located in our extensive and easy-to-search Knowledge Base here (link). Our family of subscribers finds this to be very useful in getting the most out of their subscription with us, as it is rich with tips, ideas, and inspiration.
Do check out our Facebook (link), YouTube (link), and Instagram (link) pages too for constant news on updates, new launches, user-generated content, and lots of great ideas.
If you have any questions or wish to learn more about our products and services, do reach out to our awesome customer service team at any time via (links).
Cheers,
(Your Name)
Email Template 4
Hi (Customer),
It’s great to have you here, thanks for making us a part of your life! I am delighted to welcome you on-board. I’d like to quickly introduce you to our amazing (features/services) so here are some details to get you started.
I have attached a (link to a brochure, video, document, slide deck), which maps out steps to take. You’d need to register and customize your account for easy access to all services (and a convenient checkout link - if you are selling products online).
Here are further resources that would help you to get the most out of your experience with us:
- Our Knowledge Base is full of information, tutorials, and advice
- Join our Club to engage with other users and access exclusive deals
- Get social with us and find helpful tips and tricks as well as ideas on our (Facebook, Instagram, Tik Tok, etc depending on your online presence to engage customers)
- Exclusive Webinars will be hosted every Friday for our customers - the next one is on (date) - with our (Customer Success Managers or Team Members). Register here (link)!
We look forward to hearing from you on your experience with (product/service).
Do reach out to me if you have any questions!
Cheers!
(Your Name)
Customer Service Email Template - Thank you for your purchase email templates x1
Scenario
A customer has purchased a product or downloaded an app from your website. You want to thank them for considering you and point them in the direction of becoming a long term customer.
Email Template 1
Hi (Customer),
We love that you love our (product) and I wanted to say thank you for making this purchase!
It’s not the first time you’ve made a purchase with us so we must be doing something right! If you have any feedback (positive or negative) feel free to reply to this email, we’d love to hear from you!
We hope you enjoy your (product).
Here are the next steps:
- Your order will be dispatched within (number of days)
- You will receive a confirmation email with your tracking number once our courier service has picked up your order. If you need any further info, take a look at our Shipping/Delivery policy and FAQs (insert links).
We welcome you to join our Club for exclusive offers and discounts (link, if any)
Do join our social media pages on (links)
Have an awesome day!
(Your Name)
Customer Service Email Template – To capture feedback x5
Scenario
Customer feedback is valuable so a follow-up after a purchase to capture a feedback/review/survey that would help gauge your customer’s feelings or perception of your product/service.
Email Template 1
Hi (Customer),
Thanks for your recent purchase with us! We hope you’re enjoying your new product.
As we are constantly striving to improve in making better products and services for you, we’d love to hear more about your experience with our (product or service or working with our team). Please fill out the following survey and share with us your feedback. It will take less than 2 minutes and it will help our team to create even better experiences for all our customers.
I know your time is valuable so we truly appreciate your kind feedback.
Thank you in advance.
(Your Name)
Email Template 2 (in replying to a customer who has initiated feedback)
Hi (Customer),
Thank you very much for your suggestion. We appreciate the time and effort you have spent to share your insightful comments! This information will be forwarded over to our management team as well as the appropriate department for further review.
We are always happy to receive bright ideas from interested customers like yourself and we hope that you continue to share them with us in the future. ☺
Please let us know if there is anything further we can assist you with!
Cheers,
(Your Name)
Email Template 3 (when a customer writes in to share feedback on app/products/services and you are helping them to troubleshoot)
Hi (Customer),
Thank you for taking the time reach out to us and sharing your feedback!
For the benefit of your future (product/service/subscription), we may need to troubleshoot this a little further — feel free to try these out and see if they work:
- Force quit app -> reopen -> log back in
- Uninstall app -> reinstall -> log back in
- Restart phone/turn phone off then on
- Your phone’s software itself should be fully updated (Android or iOS)
- We update the (Product) app as often as possible to make it faster and more reliable for you.
We’ve seen a lot of similar cases resolve when the above actions are taken. In the meantime, if you’re still experiencing technical setbacks, I will gather a little more info about your phone to ensure our engineering teams can take the next steps with a fix :)
Cheers,
(Your Name)
Email Template 4
Hi (Customer),
Thank you for your purchase with us. We hope that you are enjoying your new (product/app/service). Do feel free to inform us about any delays or problems you might have faced, as we wish to ensure that our services to you remain at a high standard.
As your feedback helps us to improve constantly, could we ask you for a favor in filling out this survey on your recent purchasing experience with us? We welcome any concerns or suggestions that you have. And if you are happy with our service, do tell us too!
You can leave a feedback for us here (link).
Thanks for your time and have a great day,
(Your Name)
Email Template 5 (NPS or CSAT results are a gauge of your customer satisfaction so you can offer them a small incentive like a discount or gift for loyal or long-term customers)
Hi (Customer),
As our valuable customer/client for over (months/years), we’d like to ask if you could provide some feedback on our services and products so that we may serve you better. Your needs and satisfaction are a priority for us, as such, this feedback is invaluable.
We greatly value your time in doing so, and we’d like to offer a (discount/code/gift) to you as a small token of our appreciation upon filling out the form here (link).
Let me know if you have any questions, I’d be happy to answer them.
Thanks for your time,
(Your Name)
Customer Service Email Template – When a customer opts out x3
Scenario
Even if your customer chooses to unsubscribe, leave them with a good impression for they may return in the future at a more ideal time, or refer you to someone else.
Email Template 1
Hi (Customer),
Thank you for contacting (company) customer care.
We’re sorry to hear that you would like to cancel your subscription. I have canceled the subscription under your email (customer name) as requested. Although we are sorry to see you go, we hope that you had a good time with our service. Certainly, do not hesitate to let us know if there’s anything else we can help you with.
Thank you for your support.
Kind regards,
(Your Name)
Email Template 2 (when customers write in asking for a subscription to be canceled and refunded but you can’t refund the payment)
Hi (Customer),
Thanks for getting in touch.
I am sorry to hear that the charge took you by surprise. When you initially subscribed, this triggered a 7-day trial, and as you didn’t opt-out from this, the full annual amount was charged.
If you don’t wish to take advantage of this, you can contact Apple directly via (website link). I’m afraid that we can only manage payments that were made via our website. Only Apple can help with payment-related questions for iTunes purchases, as they don’t allow developers to access or edit their users’ subscription settings.
I am very sorry that we are not able to provide a better solution for you and hope the above helps. Please let me know if you have any further questions about your subscription, or if I can do anything else to help.
Thank you,
(Your Name)
Email Template 3 (another customer who has forgotten to cancel a subscription but you can refund)
Hi (Customer),
Thanks for writing in. We’re happy to refund the charge completely but hope that you might consider maintaining your subscription.
What do you say if we offer you a 20% discount for this billing period? I would adjust the current charge and send a refund of the difference. Looking forward to your feedback!
Cheers!
(Your Name)
When the customer replies to say he still wants to cancel the subscription:
Hi (Customer),
We are sorry to see you go! I was able to refund the charge and cancel the subscription. We’re always looking to improve our services (name) and would love to hear your feedback, so we prepared a few questions for you: Link to survey.
It won’t take long, we promise!✌️Thanks for helping make (company/service) awesome.
Cheers,
(Your Name)
Customer Service Email Template – How to respond to angry customers or if you have made a mistake x6
Scenario
It happens! There are days when mistakes do happen, or something just goes wrong in a customer’s journey. Sending angry customers a personalized email that is crafted with care and concern shows your sincerity in solving an issue, addressing their concerns, and providing a solution with the hope of retaining customers with positive feelings.
Email Template 1 (for a customer who complained of having a reaction to a product)
Dear (Customer),
Thank you for contacting us.
Please allow me to apologize for the delay in my response. We are experiencing a high volume of emails and calls, resulting in longer response times than we’d like. I assure you we are answering all inquiries with efficiency and in the order which they have been received.
Your patience is greatly appreciated.
We value your feedback, and we would like to offer some suggestions.
If you experience these symptoms – runny nose, stuffy nose, coughing, etc. then there is a possibility that you are having a reaction to an ingredient in our products.
There are a few things you can do to help minimize your reaction.
First… (insert clear, calm, and polite directions to rectify the issue that your customer is facing).
Second…
Third….
If you are experiencing a reaction, please consult your doctor. Your health is the most important thing for us. If you feel like using (product) is causing your body to have a negative reaction, please stop using it and let us know.
Please respond and let us know if you would like a refund or if you have any other questions we can answer.
(Your Name)
Email Template 2 (when a customer is unhappy with the results after using a product)
Dear (Customer),
Thank you so much for reaching out and for your recent order. I am sorry to hear about your experience and would like to make a return. Everyone’s skin reacts differently to new products so thank you for giving our products a chance. If you could please print the attached return label and send your product back to us, we can process your return once we have received your package.
Please be sure to include an attachment with the order number and full name used on the order so we can process your return quickly.
If you have any other questions or concerns, please do not hesitate to reach out, I’d love to help!
Cheers,
(Your Name)
Email Template 3 (a general response that you could tailor to your needs)
Dear (Customer),
I am very sorry to hear about your experience with our (product) or (service).
Our customers are incredibly important to us here and your satisfaction remains our priority at all times. As such, we truly regret what happened, as it does not reflect what we stand for.
I apologize once again for the inconvenience this experience has caused you. I am sad to see you go, but I understand. I would like to wish you well in all your future undertakings. Should you have any concerns or feedback you wish to share, please do feel free to let me know.
Thank you
(Your Name)
Email Template 4 (when an angry customer has threatened to take legal action or engage an Ombudsman, so this is an example of an escalation to a higher management team member)
Hi (Customer),
This is (your name), one of the Team Leaders in (your company). (Initial agent’s name) has forwarded your email to me.
Firstly, I’d like to express how sorry I am for the confusion with your order. It appears that your order had been returned since our courier partner was unable to complete the delivery due to an incorrect/insufficient address.
I agree with you that you have paid for the express delivery within the 2-days window and had updated your new address. But our courier partner did not receive the address update in time and returned your package to our delivery hub to ensure its safety.
We understand how frustrating this must be and I would like to offer you a free of charge redelivery for this order.
I hope this helps and once again I am sorry for the inconvenience this has caused. If you have any further questions, please do not hesitate to reach out.
All the best,
(Your Name)
Email Template 5 (if there is a possibility your customer can take steps on their own to rectify the issue, or you need further information to resolve the problem)
Hi (Customer),
I’m sorry for the trouble you’ve been having with (product/service). My team and I are doing everything we can to resolve this as quickly as possible for you.
Here are some steps we are currently taking (include if this is a complicated issue regarding clear, concise steps to satisfy the customer).
For us to support you with this, I’d need some information from you to process this swiftly. Could you please let me know:
(Provide clear requests such as – What is your order number, please send us a photo of the defect, etc)
In the meantime, here are some steps you can take to help you resolve the issue (provide additional instructions if needed).
I shall get back to you within (days needed) with a solution for you if these steps do not work for you.
Thank you for your patience.
(Your Name)
Email Template 6 (an auto-responder email that helps during a busy season)
TIP: There is nothing worse for a customer than to be disregarded when he or she writes in a complaint. During a busy period such as holiday seasons, customer support can be overloaded, resulting in longer response times. It is crucial to manage customer expectations and diffuse anger over being kept waiting, so one way of achieving this is simply to set an automated response like this):
Hi (Customer),
Thank you for reaching out. Our Customer Service agents are available Mondays to Fridays from 9:00 AM - 5:00 PM EST. We are currently experiencing a high volume of emails/calls, resulting in longer response times than we’d like, so please allow us to get back to you within (24 hours or by a certain time).
To cancel or edit an order that has not shipped yet, please see the “order status” page. Please note that once you hit “edit”, it will cancel your order and you will need to place your order again with the desired changes, this does not reserve items from your cart. Thank you and have a nice day.
Customer Service Email Template – To offer customers a refund x6
Scenario
Sometimes it just doesn’t work out between a customer and a product or service. As such, they will exercise their right to request a refund. Responding promptly and politely can make a difference in their parting feelings towards your brand or company. And who knows, at the right time in the future, they may return to become a customer.
Email Template 1 (a customer who has just requested for an immediate refund)
Hi (Customer),
No worries! I just canceled the order and refunded USD109.41 on the Mastercard ending in (number). You should see it reflected on your card in about 5-10 business days! ;)
Let me know if there is anything else I can help and have a good day!
(Your Name)
Email Template 2 (when a customer made a wrong order, and you can absorb the restocking fee)
Dear (Customer),
Thank you for getting in touch with us. Your business is greatly valued.
I am sorry that the size you had ordered was the wrong one. I’d recommend getting the (correct and recommended product), and then return the one that didn’t fit comfortably. There will be a $30 restocking fee deducted from the refund by the system, but we’ll send it back to you manually. Just shoot us a message here once you’ve got the partial refund and it will be taken care of.
I hope this helps! :)
Cheers,
(Your Name)
Email Template 3 (when there was a mistake made)
Hi (Customer),
I’m (Name), one of the Support Specialists here at (Company). Thanks for reaching out and letting us know about the issues you are experiencing with your (product/service/purchase).
I can’t begin to convey my apologies for your experience. That’s not how we like to roll here at (Company).
I was able to gather more information regarding your experience, and it does look like there was a communication issue with your purchase. Not to worry, because I have refunded any costs associated with this order for you. Please allow 5-10 business days for that to fully process, depending on your bank.
Again, we apologize for the inconvenience this may have caused you. Please let us know if there are any further questions or concerns you may have. We are always happy to assist.
Best wishes,
(Your Name)
Email Template 4 (when an unhappy customer is demanding an immediate refund)
Hi (Customer),
I have already processed your refund, and you should expect to see the full amount in your bank account within (5-10 days based on your usual time).
I am sorry you did not enjoy using our (product/service). Your feedback here would be most appreciated for us to do better in the future.
If you are still considering any other possible choice that would help you, I’d be delighted to answer any questions you may have and introduce other options to you.
I do hope you would remain as our valued customer and thank you for your time.
Best regards,
(Your Name)
Email Template 5 (when an unhappy customer is demanding a refund for triggering a paid-subscription, and you can do it)
Hi (Customer),
Thank you for contacting (company) customer care.
We are sorry about the confusion regarding your subscription. The XYZ subscription with a 14-day free trial was accepted as part of your sign-up for the subscription. Unfortunately, as you did not cancel within the 14-day free trial period, and there was no contact made before this correspondence, the subscription was renewed for its paid period after the trial ended.
Although we don’t generally process any refunds for canceled pre-paid subscriptions, we have reviewed your account and refunded the charges to you, as a courtesy for our valued customer. We have also gone ahead and canceled this subscription to ensure that there will be no future charges. Please note that it may take 5-7 business days for the money to be reflected on your bank statement depending on your financial institution.
Hopefully, this helps. Please let us know if there’s anything else we can help you with.
Thank you for your understanding.
Cheers,
(Your Name)
Email Template 6 (when an unhappy customer demands a refund for triggering a subscription, but you are unable to do it)
Hi (Customer),
Thanks for writing in. I see that you subscribed via iTunes. We do not manage these payments and can only offer discounts for purchases made via our website - this is why we never link to app stores in our offers.
I’m afraid we are unable to apply for a partial refund for this, but here’s what you can do: deactivate your current subscription’s auto-renew function within iTunes and re-subscribe after expiration through our website with the code ‘30off’ - this will apply a 30% discount on the first billing period via the website.
Here’s a guide on how to deactivate the auto-renewal in your app store: (guide/link).
I’m sorry if our communication hasn’t been clear enough in this regard and hope that the offer is a good compromise for you.
Cheers
(Your Name)
Customer Service Email Template – To send customers exclusive offers and make them feel valued x3
Scenario
These emails make your customers feel valued and important such as sending them a birthday discount or a promotion, or if they have a special request.
Email Template 1 (for holders of a military card, etc)
Hi (Customer),
Thank you for contacting (company name), we are thrilled that you are interested in our products and would like to make a purchase.
Thanks for also attaching your Military ID. The Military discount is 20%. Please use ‘CODEXYZ’ at the checkout.
I’m afraid we are unable to combine or stack discounts currently. Apologies for the limitation.
Happy Shopping!!
Kind Regards,
(Your Name)
Email Template 2 (a consolation to a customer who lost a previous purchase)
*Customer: *
I had a terrible experience of losing my (product) over the holidays and I am so upset with myself for being careless. I’d like to custom order the same (product) as a replacement. Is there any possibility as a returning customer that you could offer me a discount just to help me overcome the sting of losing something so valuable to me? :(
Response:
Hi (Customer),
Oh no, I am so sorry to hear that! :( I understand it must be very upsetting for you.
We can most certainly help you here. Please use our biggest discount available (product code) for 30% off your next purchase. You’ll also get a popup message offering a free (gift) that is currently being offered to new customers so do take advantage of that as well.
I hope this helps and have a brilliant year ahead! If there’s anything else that I can help with you, do let me know.
(Your Name)
Email Template 3 (for a customer’s birthday, or put this in a card)
Hi Customer!
It’s your birthday, and what’s a birthday without presents? To celebrate, we have a surprise all wrapped up and waiting for you.
Unwrap your gift now, as it expires on (date). Use it before your birthday month is over.* (add a link or any other terms needed or a card).
On behalf of the entire team here at (Company), we wish you the best of health and happiness on your very special day. Thank you for all the support you’ve given us. We hope this year turns out to be your best year ever! Wishing you a happy birthday, (Company).
Customer Service Email Template – To engage a customer x1
Scenario
This is crucial to attracting sleepy subscribers – customers who have signed up for subscriptions or have made a one-time purchase but have not opened or read your emails since, or have not made any moves to renew their subscriptions either. Many customers simply forgot, so this is a great opportunity to send them a reminder.
Email Template 1
Hi (Customer),
We hope that you’ve had a great experience with (product/service)! We are constantly improving our services so that you would enjoy the very best of what we offer.
We notice that your (monthly, annual) subscription is expiring by next week. Would you like to renew your subscription to further enjoy our (product/service)?
If you wish to examine other products and services we have, or you are considering an upgrade or a new product, we would love to assist you in making the best selection.
We look forward to hearing from you!
Cheers,
(Your Name)
For more information or if you have questions on customer service outsourcing, contact Influx.
