Tips and Templates to Create Email that Enhance Customer Experience
Customer Experience

Tips and Templates to Create Email that Enhance Customer Experience

Are you finding it difficult to create emails that enhance your customer experience? Here’s an article offering tips and templates to help you elevate your email customer support.

Harsh Bairagi


9 Min


Among the various forms of communication, email stands out as a pivotal channel through which companies interact with their customers.

Crafting excellent customer service emails has become essential, allowing businesses to convey professionalism, empathy, and efficiency while addressing diverse inquiries and concerns.

This guide will help you explore tips and templates that empower customer service teams and individuals alike to master the art of composing exceptional emails.

Let’s get started by learning the basics.

What Are Customer Service Emails?

Customer service emails are pre-defined responses to queries, complaints, feedback, etc., raised by customers via emails. It helps the service department to ensure that they tackle the customer concerns in a timely manner. Excellent customer service emails can be created by analyzing the most common concerns of the customers. For example, for an eCommerce business, a query regarding a refund is one of the most common customer concerns. So, for such queries, the service department can create a pre-defined customer service email and provide quick solutions to the customers.

Why Should You Still Use Emails for Customer Service?

54% of consumers use a customer support email for customer service, making it the number one customer service communication channel. This statistic proves that, in the era of social media, the majority of customers still prefer email to reach out whenever they face any issue. Hence, not just making it a requirement but a necessity for businesses to offer email customer support.

Here are some more reasons why your business should use email for customer service:

  • Your service department can get detailed information about the concerns, as customers can attach the required documents to the email.
  • Easily accessible than any other medium of communication and also available 24/7, making it a more convenient option for customers.
  • Managing and tracking communication becomes easy for both customers and service agents.
  • Emails can be easily integrated with third-party tools/apps for enhanced productivity. Also, integrating the collaboration among agents gets simplified, as they can share the inbox, getting visibility into each and every customer email.

8 Tips to Write Excellent Customer Service Emails

Add the Human Touch

Always encourage your service agents to use the language that feels natural to them. Using slang words, emojis, etc., is alright, but first, they must ensure whether it matches the tone of the customer or not. Service agents should remember to be professional, as it is one of the most crucial factors in customer service.

Identifying customers with their names can also be a good way to create a positive rapport with them. Similarly, representing yourself with your name to the customers can also create the same impression. Customers do not feel like just another faceless person reaching out to the service department. This makes the customers comfortable and enhances their experience.

Make it Simple & Conversational

Email customer support is all about finding quick solutions to the customer’s concerns. For this to happen, communication needs to be top-notch. When you are solving customers’ queries via call, it is comparatively easy to understand and solve queries, as there are fewer chances of miscommunication and misunderstandings.

But it gets a little tricky when it comes to solving customer queries with email. Sometimes, the required details are missing; customers misunderstand the tone, they might not reply to the follow-ups on time, etc, To make it easy, the service agents must ensure that they create an easy-to-understand and conversational email. This can result in a more effective and less time-consuming way to find solutions.

Empathize with your Customers

The first step to great customer service is showing empathy toward your customers. Your customers are a valuable part of your business. Ensuring they do not face any issues is your responsibility. Whenever customers reach out to the service department, it means they are facing some kind of issue. And in such scenarios, a frustrated customer is only going to make things worse.

But, the situation will be totally different if the service agents empathize with customers. It can help them to control the situation and calm the customers down. This way, solutions can be found quickly as customers will become comparatively more cooperative. By empathizing, even the agents will give their 100% to solve the query, as they can feel exactly what the customer must be going through.

To show empathy towards customers, agents can use the below phrases in the email:

  • “I’m sorry to hear that you are having trouble.”
  • “I understand how that could be frustrating.”
  • “I have experienced a similar problem recently, so I understand what you are saying.
  • “I realize how upsetting this must be.”
  • “I completely agree with you.”

If Needed, Request for the Information

Sometimes, when customers raise a query, they might not provide all the necessary information that is required in the email. For example, they might reach out by writing, “I was using your “X” product, and I faced an issue.” This statement does not make the issue clear. To find a solution and help the customers, the agent has to request the required information from the customer.

Requesting more information is alright, but service agents must ask it in a professional manner, making sure they do not make the situation worse. What they can do is take a follow-up, in which they can conversationally ask a few questions. This way, without any fuss, agents can gather all the required details to find a solution.

Offer Proper Information

Tell me one thing: is the information helpful if it is correct and you are not able to understand it? Would it make any difference to your situation? No, right. It is not going to make things better, but sometimes it might make it worse.

So, in order to avoid such situations, as an agent, it’s your responsibility to ensure that you offer proper information to the customers. Information that is easy to understand and consume. You can also attach articles or tutorials in the email if it can help customers solve their issues.

Follow Up Proactively

Proactively following up with customers can be a sign of going above and beyond to offer great customer service. Once the solution is provided, you can follow up with customers to check whether the solution you provided met their expectations or not. You can also ask them whether they need any further assistance with anything.

This personalized touch can make customers feel valued. It can not only enhance their experience but can make them your loyal customers for life. While taking follow-ups, you can also ask the customers for their feedback.

Answer all the Customer’s Questions

When offering high-quality email customer support, it is essential to be attentive and notice every small detail mentioned by the customers in the email. If you fail to do so, it might hamper the customer experience and their trust in your brand. So, you must be careful while reading customer queries.

Most of the time, only one issue is mentioned in the email, but sometimes, there might be more than one query in one mail. If you do not read the mail properly, you might end up offering just one solution, and the other queries of the customers might remain unanswered. Hence, always check the email properly and answer all the customer’s questions for better results.

Share Resources to Help Even Further

Customer service agents do their best in order to find proper solutions for their customers. But sometimes, customers do not understand the solutions, or the solution might not be as detailed as they expected.

In such situations, sharing resources can be the best way to further help your customers. Resources such as knowledge base articles, video tutorials, etc., so customers can solve the queries themselves. This way, service agents can help their customers even after a solution is found.

Excellent Customer Service Email Examples & Templates

Acknowledging the Customer for Reaching Out

96% of customers do not reach out even if they face any issues. As a business, you have limited chances to improve your offering. Consider customer complaints as an opportunity to improve your products/services. So, acknowledge each customer who reaches out to you and lets you know about the present loopholes.

Here’s a customer service email template for “acknowledging the customer for reaching out”:

Hi [Customer Name]

Thank you for contacting us. We appreciate you taking the time to reach out. We would be more than happy to assist you.

One of our customer service representatives will contact you within the next [Time].

While waiting for our response, we encourage you to visit our Frequently Asked Questions (FAQ) page on our website, as it may provide the solutions you want.

Kindly feel free to reply to this email if you have any additional information or details that could help us find the solution faster.

Thank you again for reaching out.

Kind regards,

[Your Company Name] Customer Support

Addressing a Customer Concern

When addressing a customer, you must ensure your tone is professional and empathetic. Because only this way you will be able to manage the situation effectively. For example, a frustrated customer has reached out, and if a service agent rudely speaks to them, it will make things worse. The frustrated customer would become angry, and the situation might get out of hand. So, always ensure that you address your customer concerns professionally.

Here’s a customer service email template for “addressing a customer concern”:

Hi [Customer Name]

Thank you for contacting us and bringing your concerns to our attention.

We apologize for any inconvenience caused and understand how frustrating it can be.

At [Company Name], we take every customer complaint seriously and are committed to resolving it.

We have forwarded your concerns to the most suitable customer service agent, who will investigate the matter thoroughly.

They will contact you within [Time] to gather additional information to find quick solutions.

Thank you again for bringing this matter to our attention!

Best regards,

[Your Company Name] Customer Support

Asking Customers for More Information

In order to find the best solution, sometimes agents might require more information. But requesting for it might backfire, as customers might have hoped for a solution, and all that you come up with is more questions. But you won’t find a solution without more information, so make sure to ask for more information in a proper manner that won’t make your customers frustrated.

Here’s a customer service email template for “asking customers for more information”:

Hi [Customer Name],

Thanks for reaching out — it sounds like you are facing a little obstacle. I’d be happy to help. To find the most suitable solution, I just need a bit more information.

Would you mind sending me a screenshot of the issue that you are facing?

Once I have this information, I’ll be able to find a proper solution.


[Customer Service Agent]

Responding to Negative Feedback

Most businesses see negative feedback as a setback, but they are opportunities to improve things, personalize your customer experience, and bag them for life. If you act on this negative feedback on time, you can ensure that the same issues are not faced by the customers again. This way, the loopholes in your product/service are solved, and customer experience is enhanced.

Here’s a customer service email template for “responding to negative feedback”:

Hello [Customer Name],

Thank you for the recent feedback about your experience in [Company Name]

While we try to exceed customer expectations, I understand your experience did not match our company’s standards. I apologize for this failure and want to make it right.

I have asked the service department to look into their support strategies and implement the necessary changes.

As a token of apology, I have also attached a coupon for a 50% discount on your next purchase from our eCommerce stores.

If there’s anything else I can do to help you, kindly let me know.


Customer Support Specialist

Apologizing to the Customer for the Issues

The most effective way to tackle a frustrated customer facing an issue is to apologize to them sincerely. A sincere apology might do wonders in calming down the customer and controlling the situation.

Here’s a customer service email template for “apologizing to the customer”:

Hi [Customer Name],

I sincerely apologize for the inconvenience caused by [Issue]. At [Company Name], we pride ourselves on providing top-notch service for our customers.

We expect this to be resolved in [Time]. Thank you for your patience and continued support.


[Customer Service Agent]

Request for a Refund

Customers are always concerned about their refund. Especially, in the eCommerce business, as there are lots of refund requests raised, customer service agents have to be on their A-game to offer timely responses to the customers. As the refund query is one of the most frequent queries, agents can start using templates that can help them save a lot of time and work more efficiently.

Here’s a customer service email template for “request for a refund”:

Hey [Customer Name],

Thanks so much for reaching out. We have processed your refund. It will be reflected in your bank account within 5-6 business days.

If it does not by then, feel free to reach out and let us know.

Thanks for being a great customer. And if there’s anything we can help you with in the future, kindly don’t hesitate to reach out.


[Customer Service Agent]

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Asking Customers for Their Valuable Feedback

Customer feedback is necessary for any business. It helps them get insights into which areas of their business require improvement and which are working perfectly. Feedback can be of two types: positive and negative. Positive feedback gives insight into the areas that are working properly and does not require any changes. But, the negative feedback suggests that something is not working per the customer’s expectations. So, this is the area that requires your immediate attention. That is why you must ask your customers for their feedback, as there is no one else better suited to letting you know about the issues of your business.

Here’s a customer service email template for “asking customers for their valuable feedback”:

Hi [Customer Name]

Thank you for reaching out to our customer service team.

We appreciate your recent interaction with us and would love it if you could share your experience with us.

Your feedback is valuable as it will help us improve and better serve you.

We would greatly appreciate it if you could answer a few questions. Your responses will remain confidential and will be used for internal purposes only.

You can find the question in the link below:

[Feedback questions link]

Your honest opinions are highly valuable to us. If you have any additional comments, concerns, or suggestions, kindly let us know by replying to this email.

We look forward to getting your feedback and improving our customer service.

Best regards,

[Your Company Name] Customer Support

How can DeskXpand emerge as a Savio

DeskXpand is an email support software specially designed to suit the needs of businesses. It is power-packed with amazing features that help service agents boost their productivity and enhance the customer experience by offering them quicker solutions. DeskXpand has features such as a shared inbox for enhanced visibility and effective collaboration, canned response for cutting down response/resolution time, automation for better and quicker results, etc. It is tailor-made for businesses that want to offer high-quality customer service and achieve an edge over their competitors.

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