{"id":41154,"date":"2020-02-02T00:00:00","date_gmt":"2020-02-02T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/support-email\/"},"modified":"2025-03-13T06:30:35","modified_gmt":"2025-03-13T13:30:35","slug":"support-email","status":"publish","type":"post","link":"\/us\/en\/blog\/support-email\/","title":{"rendered":"The anatomy of an awesome customer support email"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Chances are your business has more ways for customers to get in touch than ever before.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">But even in the face of quickly growing channels like live chat and social media, email is still the go-to option for <\/span><a href=\"https:\/\/www.emarketer.com\/content\/for-customer-service-many-prefer-phone-and-email\"><span style=\"font-weight: 400;\">one-third of customers<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And hey, we can totally understand why.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Emails let them get in touch around the clock, allowing them go into as much (or as little) detail as they want when asking for help.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That said, simply being available via email isn\u2019t enough. If you want to keep customers happy and retain them over the long haul, knowing how to write a proper support email is a make-or-break skill.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This guide breaks down:<\/span><\/p>\n<ul>\n<li><a href=\"#When a support email makes sense\"><span style=\"font-weight: 400;\">When a support email makes sense (and when it doesn\u2019t)<\/span><\/a><\/li>\n<li><a href=\"#Tips for writing a meaningful support email\"><span style=\"font-weight: 400;\">T<\/span><span style=\"font-weight: 400;\">ips for writing a helpful support email<\/span><\/a><\/li>\n<li><a href=\"#support email\"><span style=\"font-weight: 400;\">8 small business support email<\/span><span style=\"font-weight: 400;\">\u00a0<\/span><span style=\"font-weight: 400;\">templates you can steal:<\/span><\/a><\/li>\n<\/ul>\n<ol>\n<li><a href=\"#Tech support email\"><span style=\"font-weight: 400;\">A tech support email<\/span><\/a><\/li>\n<li><a href=\"#Unhappy customer email\"><span style=\"font-weight: 400;\">An unhappy customer email<\/span><\/a><\/li>\n<li><a href=\"#Angry customer email\"><span style=\"font-weight: 400;\">An angry customer email<\/span><\/a><\/li>\n<li><a href=\"#Refund request email\"><span style=\"font-weight: 400;\">A refund request email<\/span><\/a><\/li>\n<li><a href=\"#Customer feedback email\"><span style=\"font-weight: 400;\">A customer feedback email<\/span><\/a><\/li>\n<li><a href=\"#Help desk request email\"><span style=\"font-weight: 400;\">A help desk request email<\/span><\/a><\/li>\n<li><a href=\"#Cold customer email\"><span style=\"font-weight: 400;\">A cold customer email<\/span><\/a><\/li>\n<li><a href=\"#Handing off a customer email\"><span style=\"font-weight: 400;\">An email for handing off a customer<\/span><\/a><\/li>\n<\/ol>\n<hr \/>\n<p class=\"p1\">How customer-obsessed is your business? Does your customer support stack up? Take the quiz to find out.<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf\" data-id=\"69d34fa8df872\" id=\"69d34fa8df872\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d34fa8df872.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide better customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Ready to see how your business stacks up? <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take the quiz\">Take the quiz<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d34fa8df872.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy the quiz! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<hr \/>\n<p><a name=\"When a support email makes sense\"><\/a><\/p>\n<h2 style=\"padding-top: 20px;\"><b>When a support email makes sense (and when it doesn\u2019t)<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To kick things off, let\u2019s talk about the role of email as part of customer support at large (and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-vs-customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">how it&#8217;s different from customer service<\/a>&#8220;).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Remember, email is far from the be-all, end-all of providing timely customer care. From phone calls to video chat and beyond, you obviously communicate with customers beyond their inboxes and rightfully so.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Below we\u2019ve highlighted situations where a support email is ideal to handle a customer\u2019s concern. On the flip side, we\u2019ll also look at situations where a more immediate way of communicating makes more sense.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">\u2705 You need to address a non-urgent issue<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Reality check: not every customer question or concern needs to be addressed ASAP.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Sure, strong <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> means responding in a timely manner (hint: within 12-24 hours, ideally). That said, if you\u2019re <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/small-business-management\/\"><span style=\"font-weight: 400;\">running a small business<\/span><\/a><span style=\"font-weight: 400;\">, you have to allocate your time and resources efficiently to avoid burnout and take care of your most pressing issues first.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are some examples of non-emergency questions that a support email is perfect for:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Setting up a future appointment or meeting<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Minor billing discrepancies<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Questions about your business\u2019 offerings or services<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Clarification about a service or a product\u2019s features<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Questions regarding upcoming contracts or renewals<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Also bear in mind that some support issues are better dealt with over email. For example, if someone wants to clarify a paragraph in a contract or provide a screenshot of something, these visuals are obviously easier to communicate via email versus trying to give a lengthy description over the phone.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">\u2705 You need to communicate beyond business hours<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Especially if you\u2019re dealing with international customers or staff, immediate calls may not exactly be convenient or even possible for some support tickets.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Email enables customers and staff alike to get in touch regardless of time zone. It also provides an avenue for customers to get in touch if <\/span><i><span style=\"font-weight: 400;\">they<\/span><\/i><span style=\"font-weight: 400;\"> work non-traditional hours or come up with a question or concern in the middle of the night.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">\u2705 Your customers don\u2019t <\/span><i><span style=\"font-weight: 400;\">want <\/span><\/i><span style=\"font-weight: 400;\">to hop on a call<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Sometimes (especially if you\u2019re talking about millennial and Gen Z customers), people just prefer to deal with customer service concerns via email instead of always hopping on a call first.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Either due to time constraints or anxiety, some customers flat out may not want to talk on the phone due to personal preferences. Email offers a pressure-free channel for customers to organize their thoughts and communicate them to you. <\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\"> Time-sensitive issues that need to be addressed immediately<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Here are some examples of immediate concerns where a call may be more appropriate because you need to do damage control:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Outages or errors that keep your customers from doing their day-to-day work<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Major billing discrepancies<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Legal issues or concerns (think: contract disputes)<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Taking care of these issues immediately can calm tensions and reduce any lingering sense of dissatisfaction among your customers.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\"> Problems that require a bunch of back-and-forth<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">For situations that require multiple steps or lengthy walkthroughs (think: IT problems), email might not be the most proactive or time-sensitive solution.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This is where a tool like <\/span><a href=\"https:\/\/www.ringcentral.com\/online-meetings\/overview.html\"><span style=\"font-weight: 400;\">RingCentral<\/span><\/a><span style=\"font-weight: 400;\"> can be helpful. With <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/video-call.html\">video calls<\/a> and screen sharing, you can solve problems virtually for your customers without having to actually be present:<\/span><\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-2860 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-47.png\" alt=\"RingCentral online meetings\" width=\"1000\" height=\"753\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">Personal conversations with customers<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">From apologies to congratulations, sending more personal messages to customers often requires getting on the phone. After all, you don\u2019t want to come off as cold or insincere\u2014having that verbal conversation\u00a0 can help you foster a caring, <\/span><a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-centric-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer-centric strategy<\/span><\/a><span style=\"font-weight: 400;\"> in these situations.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s not to say that emails can\u2019t have a personal touch. Making an impression on your customers with a support email is possible, but it all depends on how you write them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">And hey, that leads us to our next point.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"Tips for writing a meaningful support email\"><\/a><\/p>\n<h2 style=\"padding-top: 20px;\"><strong>5 tips for writing a helpful support email<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Don\u2019t worry, you don\u2019t have to be a master copywriter to write support emails that people will actually read and respond to.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Stick to these five principles to provide a better <\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/6-trends-transforming-customer-experience-in-2020\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">customer service experience<\/span><\/a><span style=\"font-weight: 400;\"> via email.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">1. Keep your message short and sweet<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Food for thought: the \u201cideal\u201d length for a business email is <\/span><a href=\"https:\/\/blog.hubspot.com\/sales\/ideal-length-sales-email\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">up to 125 words<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Translation? Support emails should be simple and straightforward.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Rather than overload your customers with details, you should try to address their concerns in as few words as possible. Remember that your customers can always elaborate on their issues in a follow-up message or with a phone call if necessary.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When it comes to your support emails, the following framework can help keep your message brief:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">An introductory sentence<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A sentence confirming that you understand their problem<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A sentence detailing how you\u2019re going to help<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A call-to-action (invite for a call, drop a link, ask a question)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A brief \u201cthank you\u201d for their time<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">That\u2019s it\u2014no more, no less.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Shorter emails do double duty: getting down to business faster while also respecting both you and your customers\u2019 schedules.\u00a0<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">2. Focus on conversational, positive language<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Continuing with the theme of keeping your support emails simple, it\u2019s also good to keep them conversational.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When in doubt, avoid jargon or industry speak. Instead, talk to your customers like you would a friend or acquaintance. Anything you can do to remind the person on the other end of your message that you\u2019re a real, empathetic person is a plus. (Here are a few <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/empathy-exercises\/\" target=\"_blank\" rel=\"noopener noreferrer\">empathy exercises<\/a> you can try.)<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That also means focusing on what you can do for your customers rather than what you <\/span><i><span style=\"font-weight: 400;\">can\u2019t<\/span><\/i><span style=\"font-weight: 400;\"> do. Try to avoid negative language and phrases such as \u201ccan\u2019t,\u201d \u201cdon\u2019t,\u201d \u201cbut,\u201d and \u201cunfortunately.\u201d How you frame a support email makes all the difference if you want your back-and-forth to go smoothly.<\/span><\/p>\n<p><span style=\"font-weight: 400; color: #ff0000;\"> \u201c<b>We appreciate your feedback regarding this matter. Unfortunately, we can\u2019t comply with your request at this time\u2026\u201d<\/b><\/span><\/p>\n<p><span style=\"font-weight: 400; color: #6aa84f;\">\u2705 \u201c<b>Thanks for reaching out, [customer name]! Here are a few ways we can help\u2026\u201d<\/b><\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">3. Refer to your customer (and yourself!) by name<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">F<\/span><span style=\"font-weight: 400;\">act, personalized emails go hand in hand with <\/span><a href=\"https:\/\/instapage.com\/blog\/personalization-statistics\"><span style=\"font-weight: 400;\">higher engagement rates<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If you want your emails to make an impact, it\u2019s time to get personal.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Perhaps the easiest way to do so is by referring to your customers by name. After all, nobody wants to read an email addressed to them that feels copy-and-pasted.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Beyond referring your customer by name, there are other ways to show your customers that they\u2019re talking to an actual person.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Assuming you and your team don\u2019t already have company-wide email signatures with your photos and personal details, you can use a tool such as HubSpot\u2019s <a href=\"https:\/\/www.hubspot.com\/email-signature-generator\">email signature generator<\/a> to put one together in a snap<\/span>:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter wp-image-2863 size-full\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-39.png\" alt=\"Email signature\" width=\"467\" height=\"344\" \/><\/p>\n<p>&nbsp;<\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">4. Always suggest a next step<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Your customers shouldn\u2019t look at a support email and think \u201cSo what?\u201d\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Based on your message, they should feel immediately empowered to take action. This means including some sort of next step and call-to-action to move your customer toward a solution, such as:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A link to a helpful resource (think: a blog post or webinar)<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">An invitation to schedule a meeting or phone call<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">A follow-up question for your customer to answer<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Basically, don\u2019t leave your customers hanging and take initiative to keep the conversation going.<\/span><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">5. Make sure to follow up with folks who don\u2019t respond<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">A staggering <\/span><a href=\"https:\/\/www.superoffice.com\/blog\/customer-service-benchmark-report\/\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">97% of businesses<\/span><\/a><span style=\"font-weight: 400;\"> don\u2019t send follow-up emails to customers to make sure they\u2019re satisfied with their service.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Of course, it\u2019s possible that your response got overlooked or buried in your customers\u2019 inboxes. It never hurts to send a quick check-in message to make sure there are no hard feelings and that your customer\u2019s needs are being met.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><a name=\"support email\"><\/a><\/p>\n<h2 style=\"padding-top: 20px;\"><strong>8 support email templates you\u2019ll need at some point<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">Now that we\u2019ve highlighted the key steps of writing a support email, let\u2019s look at some examples and templates you can use yourself.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The following eight templates cover some of the most common customer support scenarios. You can adapt any combination of these messages or use them to write your own emails from scratch.<\/span><br \/>\n<a name=\"Tech support email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">1. Technical support email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">A customer reaches out due to a technical issue (think: an IT problem)<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Frustrated, confused<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Resolve their issue ASAP. Empower them to choose between self-serve resources or immediate help over the phone.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hey there [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks for reaching out! I\u2019d be more than happy to assist you with [customer\u2019s problem].<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">If you have a few minutes to spare, we can hop on a quick call or video chat, and I can walk you through the issue personally. You can reach me at [phone number] during [business hours].<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">You can also check out our customer <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/create-knowledge-base\/\" target=\"_blank\" rel=\"noopener noreferrer\">knowledge base<\/a> for a walkthrough on how to troubleshoot this specific issue. Here\u2019s the link: [link].<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Either way, let me know if there\u2019s anything else I can do to help!<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Unhappy customer email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">2. Unhappy customer emails<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">A customer reaches out and is clearly unsatisfied with your service based on their tone and language.<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Upset, confused<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Reassure them that you can find a resolution. Help them see your business in a positive light.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hi [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">First of all, I apologize for the inconvenience and appreciate you reaching out.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Would it be possible to give me a few more details about [problem] so I can better assist you?<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">The fastest way to take care of [problem] is to get in touch directly: you can call me anytime at [phone number] during [business hours] and we can sort things out ASAP.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">We take our commitment to our customers seriously. Please don\u2019t hesitate to reach out if you have any more questions or comments.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks,<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Angry customer email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">3. Angry customer email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">A customer reaches out and is ready to cancel their service out of anger.<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Upset, frustrated<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Resolve their issue and retain them.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hi [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">I&#8217;m sorry about [the situation] and understand your frustration.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">We really fell short here.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Obviously we don\u2019t want to see you go: is there anything else we can do to make this right? You can reach me directly at [phone number] and I&#8217;d be happy to offer you a [discount or other reward].\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">If not, I&#8217;ll cancel your account within [X] days. Again, I sincerely apologize..<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">All the best,<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Refund request email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">4. Refund request email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">A customer requests a refund for a product or service.<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Frustrated, upset<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Determine <\/span><i><span style=\"font-weight: 400;\">why<\/span><\/i><span style=\"font-weight: 400;\"> they want a refund. Encourage them to remain a customer.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hi [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">I want to apologize on behalf of [company name] for not meeting your expectations.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">As per your request, your refund has been submitted. We&#8217;ll update you on its status\u2014your funds should be cleared and become available within a few business days.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">In the meantime, please let me know if there\u2019s anything else I can do for you on behalf of [company name]. We never want to let our customers down and would be happy to explore other options to make up for this experience.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Regards,<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Customer feedback email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">5. <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">Customer feedback<\/a> email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">You email a customer about their level of satisfaction with your service after an initial period (think: a month, three months, etc).<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Unknown<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Encourage a response from your customer to figure out how you can better serve them.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hey [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Hope all is well! I\u2019m [your name] with [company name[, just reaching out to make sure that you\u2019re satisfied with your current service.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">We take our commitment to our customers seriously and want to keep the lines of communication wide open.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">If there\u2019s anything we can help you with or any questions we can answer, please let us know. You can reach me at [phone number] during [business hours] if you want to chat directly.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks so much for your time and continued business. We really do appreciate it!<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Help desk request email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">6. Help desk request email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">A customer is awaiting a response for a help desk request.<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Impatient<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Move toward resolving your customer\u2019s issue ASAP while staying positive every step of the way.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hi [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">This is [your name] on behalf of [company name]\u2014just confirming that your help desk ticket has been received. Someone from our team will be in touch within [time frame].<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">In the meantime, you can check out some of our resources and knowledge base, which may be able to help with your current issue [link].\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">If you have any additional information to help us assist you, please let us know.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks for your time and patience!<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Cold customer email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">7. Cold customer email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">You email a customer who has gone cold (think: you haven\u2019t heard from them in months).<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Unknown<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Invite your customer to do business again by highlighting your company\u2019s value.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hey [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">It\u2019s been a while!\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">This is [your name] from [company name]. We\u2019re just checking in to make sure that everything is going well and that you\u2019re up-to-date on our current offerings and services.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">If there\u2019s anything we can help you with at this time, just let us know.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks!<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p><a name=\"Handing off a customer email\"><\/a><\/p>\n<h3 style=\"color: #434343; padding-top: 15px;\"><span style=\"font-weight: 400;\">8. Handing off a customer email<\/span><\/h3>\n<p><b>Scenario: <\/b><span style=\"font-weight: 400;\">A customer\u2019s question or concern is beyond your area of expertise and you need to hand them off to another agent.<\/span><\/p>\n<p><b>Customer\u2019s state of mind: <\/b><span style=\"font-weight: 400;\">Frustrated, impatient<\/span><\/p>\n<p><b>Goal: <\/b><span style=\"font-weight: 400;\">Introduce your colleague in a positive manner while assuring your customer that they\u2019ll be taken care of.<\/span><\/p>\n<div style=\"width: 613px; padding: 10px; border: 2px solid gainsboro; margin: 20px; font-size: 14px;\">\n<p><i><span style=\"font-weight: 400;\">Hey [customer name],<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks so much for reaching out!\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Based on your email, I\u2019ve forwarded your question to my teammate [agent name] who\u2019s better suited to handle this particular topic.\u00a0<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">I\u2019m happy to make the introduction and just know that you\u2019re in good hands! If you do have any additional questions or concerns for me, though, don\u2019t hesitate to reach out.<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">Thanks,<\/span><\/i><\/p>\n<p><i><span style=\"font-weight: 400;\">[Signature]<\/span><\/i><\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<h2 style=\"padding-top: 20px;\"><strong>What do your customer support emails look like?<\/strong><\/h2>\n<p><span style=\"font-weight: 400;\">To wrap things up, the best customer service responses tick three boxes:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They\u2019re timely and to-the-point<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They\u2019re personalized<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">They present a solution to the customer<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">As long as your support emails cover these bases, you\u2019re on the right track. The tips and templates above can help boost your customer care efforts, no matter what your customers might need. Good luck!<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Chances are your business has more ways for customers to get in touch than ever before. But even in the face of quickly growing channels like live chat and social media, email is still the go-to option for one-third of customers. And hey, we can totally understand why.\u00a0 Emails let them get in touch around &#8230;<\/p>\n","protected":false},"author":29,"featured_media":41157,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[743,18004,1675,18005,15541],"class_list":["post-41154","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-experience","tag-customer-service-email","tag-customer-support","tag-customer-support-email","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>The anatomy of an awesome customer support email | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"A good support email can be the difference between a happy and lost customer. 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