The Essential Guide to Crafting Great Customer Service Emails

Are you ready to step up your customer service game? Then this guide is for you!

We’ll talk about the most important aspects of good customer service emails, and provide a few customer service tips with examples to get you started.

By the end of this post, you’ll be an email-writing pro! And be sure to check out DoneDone – it’s the perfect tool for managing customer support requests.

Let’s get started! 🚀

What is a good customer service email?

Before we talk about writing great customer service emails, let’s define what makes a great one in the first place.

A good customer service email should:

  1. Be easy to understand
  2. Express concern for the customer's issue
  3. Provide a straightforward resolution
  4. Be timely

Excellent customer service emails go beyond the basics. They should make customers feel valued and leave them feeling good about their interaction with your business.

This helps avoid a bad customer service experience which can have a lasting impact on customer loyalty.

The impact of good customer service vs. bad customer service

Excellent customer service emails have an immense impact on customer loyalty and satisfaction and are the foundation of a good customer service experience.

On the other hand, poor customer service emails can damage relationships with customers—even if they could have been easily avoided.

It’s important to make sure that your customer service team takes the time to deliver exceptional customer service by crafting thoughtful and helpful responses every single time.

So now that we’ve established what excellent customer service emails can achieve, let’s dive in to a few customer service tips and examples!

The basics of good customer service emails

Writing effective customer support emails is an important skill in customer support. Everyone on the customer service team needs to be able to compose emails with a balanced tone, clear directions, and helpful information to cultivate a good customer service experience.

To write customer support emails that are both professional and customer friendly, begin by laying out objectives for the customer in polite terms.

Throughout the email, remain focused on problem-solving for the customer and carefully explain each point in easy to understand language.

When including more technical information, ensure that it is accurate and relevant to avoid confusing customers. Never provide unnecessary detail which can sound complicated and make the customer feel overwhelmed.

Never forget to close an email with a classic customer service touch—a thank you!

One platform that can assist with these basics of customer service emails is DoneDone—a popular customer support system with features like shared inboxes for customer support teams and notifications when tickets have been responded to and resolved.

You can even create saved replies to ensure that your most common customer issues are responded to quickly and accurately with the best reply possible each time. It's a great time saver and ensures the highest quality and consistency of replies from you customer service reps.

The 8 most important customer service tips

Writing that effectively engages with customers is essential in any customer service oriented business.

It can be difficult to craft the right message, and writing customer service emails isn't something that comes naturally to many people; however, there are important aspects you can consider when creating customer service emails.

Here are the most important aspects to consider so your team can deliver great customer service:

1. Clarify the customer's issue

This may seem like a no-brainer, but it’s important to clearly and concisely explain your understanding of customer’s issue. This helps ensure that both parties are on the same page about what needs to be resolved.

2. Use empathy

It is important to use empathy when working through a customer issue, as it helps create a positive emotional connection between the customer service rep and the customer.

This connection is vital in order to build a productive and lasting relationship with the customer, as well as provide them with effective support and good customer service.

Using empathy allows customer service reps to show that they understand and care about their customer’s experience.

3. Offer easy-to-follow instructions

Simpler is always better. Provide a clear, numbered list of steps that customers can follow in order to resolve their issues, making sure the instructions are specific and easy to understand.

Screenshots or a recorded video can be helpful in guiding customers through the process and should be included when you can.

4. Promote self-help resources

When appropriate, it is useful to provide customers with resources they can use to help them solve their own issue.

These could include helpful blog posts, FAQs, user guides and other documents that may prove useful for customers.

Empowering customers to resolve their own issues is another approach to provide great customer service.

5. Structure emails for quick scanning

After reading this post, you'll be writing superbly crafted support emails so it's a shame that customers won't read it word-for-word.

That's why it is important to structure emails in a way that allows customers to quickly scan for the information they need.

Make sure you separate main points with clear headings and use bullet points wherever possible!

6. Summarize important points at the end of the email

This is particularly important for a good customer service experience if the email contains multiple points or instructions.

Summarizing each point briefly at the end of the email will help ensure that customers have all the key information they need to solve their problem quickly and efficiently.

This is beneficial for customers as it allows them to quickly and easily recall all of the information they need in order to solve their problem.

Summarizing each point helps to ensure that customers can find the information they need without having to go back and re-read the entire email.

Additionally, this helps to reduce confusion by providing customers with an easy to reference list of steps or advice that can be used in solving their problem.

Finally, summarizing all points at the end also helps an customer support agent track customer requests more effectively and makes it easier for them to refer back to the conversation if needed in the future.

7. End emails with gratitude

A friendly thank you can help build trust with your customers and ensure they come back again in future situations requiring assistance.

It's also important to thank customers for their patience and understanding, as well as reiterate that you are there to help.

This can help defuse tense situations and start future customer service conversations off on the right foot.

Gratitude and good customer service go hand in hand.

8. Be sure to use tools like DoneDone

Features such as shared inboxes for customer service teams, notifications when tickets have been responded/resolved, and saved replies can help implement these tips for good customer service.

A simple customer help desk tool like DoneDone can help customer service teams work together more efficiently on customer service inquiries and maintain high quality support standards across all exchanges.

A hybrid ticketing tool can also help share customer feedback from your support team with other teams like product and marketing.

Finally, a comprehensive help desk system such as DoneDone makes customer service initiatives much more efficient and effective, streamlining tasks like issue tracking and resolution tracking to ensure customer satisfaction and cultivate a good customer service culture.

A few examples of great customer service emails

Every successful customer service email should ensure that a best customer service experience is achieved. To help you get inspired for your own customer service emails, here are a few good customer service examples.

First up, the best emails focus on empathy and personalization; something like “I understand your frustration” can go a long way in developing connections with customers.

Additionally, being clear and brief when expressing yourself not only saves time, but helps customers feel comfortable that they're getting important information in digestible pieces—DoneDone can make sure all your customer service emails are sending the right message.

Don’t forget elements like a Call to Action either; include links and other relevant resources that customers can use once they have concluded their inquiry. Finally, ensuring a pleasant signing-off for every email provides customers with comfort about the process.

Here are a few examples of good customer service:

Example 1:

Customer Email:

Hello, I recently ordered a product from your website and I am having some trouble with it. When I try to use it, the device does not turn on. Could you please provide some assistance?

Good Customer Service Reply:

Hello, thank you for reaching out to us. We are sorry to hear that you are having trouble turning on your device. I'm sure that can be frustrating but I'm happy to help.

I've looked up your order and confirmed you purchased the Widget 2.0. In order to power on your device, please follow these instructions:

  1. Close the door of the Widget 2.0
  2. Hold the power button for 5 seconds.
  3. Select the "Eco" mode by hitting the mode button 3 times.
  4. Press the power button one final time.

Here is a help doc which covers how to reset and power your device should you need a reference it in the future.

If you continue to have a problem, just reply back to this email and I'll make sure to get it sorted out.

Thank you again for being a customer and I apologize for the inconvenience.


Support Rep

Example 2:

Customer Email:

I recently made a purchase on your website but I need to change the address of my delivery. Could you please update my delivery data address to 1234 Main St.?

Good Customer Service Reply:

Hello, thank you for contacting us. Absolutely, we can help you change the address of your delivery.

I've updated your delivery address to be 1234 Main St. You can use this link to check the status of your delivery.

If there's anything else I can assist with, please let me know.

Thank you,

Support Rep

Example 3:

Customer Email:

I am having trouble logging into my account on your website, is there a way I can reset my password?

Good Customer Service Reply:

Hello, I apologize for the trouble you are experiencing. I would be more than happy to help you with resetting your password.

I've just sent you a password reset email. Please follow these instructions to reset your password:

  1. Click the link in the email
  2. Enter your email address. Make sure to enter the same email you use for your account.
  3. Enter a new password.
  4. Go to the log in page and enter your email address and new password.

If you still have trouble, please let me know. Want to make sure you are able to log in.

It was a pleasure helping you today and thank you for being a customer.

Example 4:

Customer Email:

I want to cancel my subscription with your service. How do I go about doing that?

Good Customer Service Reply:

Hello, I understand that you want to cancel your subscription. I hate to see you go, but I can certainly help you with the cancellation process.

Here's how you can cancel your account:

  1. Log into your account
  2. Go to Accounts & Billing
  3. Click the Cancel Account button
  4. Then click Confirm

You'll receive an email confirmation shortly thereafter.

While I'm certainly sad to see you go, it was a pleasure helping you.


Support Rep

The examples of good customer service provided above demonstrate excellent customer service at its finest.

By providing customers with helpful and informative responses, you can ensure a good customer service experience for them even if they have to cancel their subscription or report an issue.

Keep in mind that being clear and concise is key when communicating with your customers so that the process of resolving any issues goes as smoothly as possible.

With these good customer service examples in mind, you should be able to provide excellent customer service every time!

Why DoneDone is the best tool for managing customer service email requests

DoneDone is the best tool for managing customer service issues, and can help you create excellent customer service experiences.

With DoneDone, you have all the features you need to make customer experience emails professional and efficient, including seamless collaboration with your other teams to get the most out of the customer feedback your customer support reps receive.

You can also assign tasks to individuals or departments within your organization without hassle, enabling fast responses and optimized customer service.

With DoneDone, you can set clear expectations for customers about when emails will be replied to and help your support team find tickets with custom filters and labels.

Plus, its easy-to-use dashboard from anywhere allows you to quickly monitor incoming requests while ensuring that no customer is left behind.

With DoneDone as your customer service help desk, you know that every individual email request is tracked right away providing the best possible experience for your customers everywhere.

Good customer service replies are the cornerstone of excellent customer service. By following a few simple rules and keeping the most important tips in mind, you can write great customer service emails that will delight your customers and keep them coming back for more.

And when it comes to managing all those customer service email requests, DoneDone is the best tool for the job. It's easy to use and helps you stay organized so you can provide excellent customer service.

Why not give it a try? You might be surprised at how much time and effort it saves you.

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