{"id":42071,"date":"2020-03-16T00:00:00","date_gmt":"2020-03-16T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/customer-follow-up\/"},"modified":"2025-03-13T06:29:18","modified_gmt":"2025-03-13T13:29:18","slug":"customer-follow-up","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-follow-up\/","title":{"rendered":"Why, how &#038; when: demystifying the art of flawless customer follow-ups"},"content":{"rendered":"<p>If you\u2019re someone who frequently eats at restaurants, you likely have the habit of tipping servers.<\/p>\n<p>Have you thought about why you tip some servers generously\u2014while guarding your pockets with others?<\/p>\n<p>The answer might have to do with the psychology of customer follow-ups. Let\u2019s look at a typical dining experience.<\/p>\n<p>Usually, diners tip more in return for a good service experience. Isn\u2019t it nice when the server comes to \u201ccheck on\u201d you or to see if \u201ceverything is okay\u201d from time to time?<\/p>\n<p>It also means that you might be a bit more generous when the time comes to choose a tip amount on the credit card machine, especially if the server was friendly, attentive, and prompt when following up with you on your order.<\/p>\n<p>What\u2019s surprising is that\u2014in customers\u2019 books\u2014this kind of service ranks even higher than the quality of food<sup>1<\/sup>.<\/p>\n<p>And that explains why following up with your customers, even if you\u2019re in the business-to-business (B2B) domain, might be as important (if not more important) than just having a well-rounded product or service.<\/p>\n<p>In this post, we\u2019ll cover:<\/p>\n<ul class=\"table-of-content\">\n<li><a href=\"#Why it\u2019s important to follow up with customers\">Why it\u2019s important to follow up with customers<\/a><\/li>\n<li><a href=\"#3 approaches for following up with customers\">3 approaches for following up with customers<\/a><\/li>\n<li><a href=\"#13 templates to inspire your customer follow-ups\">13 templates to inspire your customer follow-ups<\/a><\/li>\n<li><a href=\"#7 examples of customer follow-ups from real-life companies\">7 examples of customer follow-ups from real-life companies<\/a><\/li>\n<\/ul>\n<hr \/>\n<p>Start closing more deals. Grab the free outbound sales playbook.<\/p>\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/outbound_playbook.pdf\" data-id=\"69d2eff2843a3\" id=\"69d2eff2843a3\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d2eff2843a3.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83d\ude80  Hit that monthly number<\/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\udcf1 Get your team pitching, prospecting\u2014and closing\u2014with this free outbound sales playbook. <\/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=\"Get it now\">Get it now<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d2eff2843a3.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\"> \ud83c\udf89 Enjoy!<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<hr \/>\n<p><a name=\"Why it\u2019s important to follow up with customers\"><\/a><\/p>\n<h2>Why is it important to follow up with customers?<\/h2>\n<p>Everybody loves good follow-up stories.<\/p>\n<p>It\u2019s probably the reason why we love our high school reunions, the conspiracy theories around the missing of flight MH370, or a celebrity\u2019s fate after a scandalous expos\u00e9.<\/p>\n<p>In business, a sales or service follow-up is critical to maintain <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-relations\/\" target=\"_blank\" rel=\"noopener noreferrer\">good customer relations<\/a>, build trust, and close more sales.<\/p>\n<p>Think about that for a second.<\/p>\n<p>All the things that help your business grow\u2014branding, sales, and customer service\u2014have one thing in common. They all require great follow-up.<\/p>\n<p>It\u2019s a process of reconnecting with customers who have crossed paths with your brands at some point in time.<\/p>\n<p>Take business-to-business (B2B) sales, for instance. On average, an inbound sales team has to have close to eight touches<sup>2<\/sup> before they can make a sale. It\u2019s tough to crack <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/b2b-sales\/\" target=\"_blank\" rel=\"noopener noreferrer\">B2B sales<\/a> given the longer and more complicated nature of B2B buying cycles.<\/p>\n<p>Or maybe you\u2019ve heard that oft-quoted stat about 60% of prospects saying \u201cno\u201d four times before saying \u201cyes.\u201d<sup>3<\/sup><\/p>\n<p>And to be fair, keeping up with prospects is a rarity among most brands. That\u2019s why about 44% of salespeople give up prospecting a customer after just one follow-up call.<sup>4<\/sup><\/p>\n<p>Honestly, selling to B2B prospects sounds an awful lot like courting your hard-nosed love interest.<\/p>\n<p>But what most suitors\u2014the sales folks\u2014don\u2019t realize is how close they are to making a sale if they just follow up a few more times. Sometimes, it&#8217;s as simple as hitting that \u201cSend\u201d button or picking up the phone and saying hi.<\/p>\n<p>And that\u2019s just in sales. The benefits of following up with your customers can be enormous to other aspects of your business, such as in customer service.<\/p>\n<p>Just the mere gesture of giving an after-sales courtesy call to your customers or sending them a thoughtful flower bouquet during their moment of grief<sup>5<\/sup> can turn your customers into your brand\u2019s lifelong fanatics.<br \/>\n<a name=\"3 approaches for following up with customers\"><\/a><\/p>\n<h2>3 ways to follow up with customers<\/h2>\n<p>Following up with customers is nothing but a way to see through things that were left half-done. It\u2019s like coming up with a sequel for a mystery novel to justify the intriguing plot that was unfinished in the first novel.<\/p>\n<p>And it\u2019s actually a pretty straightforward process. All you have to do is figure out what were the gaps in the original story and how you can make it whole again.<\/p>\n<p>In other words, complete the communication that you started. Put it that way, customer follow-up is an art.<\/p>\n<p>But you need some robust technological scaffoldings to paint the full picture. Everything about making your customer follow-up work circles back to having an effective system of communication with your customers.<\/p>\n<p>So from improving your conversions to offering remarkable customer service, here are three best ways to follow up with customers:<\/p>\n<h3>1. Use the classic approach of touching base<\/h3>\n<p>\u201cTouching base\u201d has become an abomination in sales circles because of how overused it has become. But it can still work\u2014if you do it right.<\/p>\n<p>Most sales teams can\u2019t function without<a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-sales-apps\" target=\"_blank\" rel=\"noopener noreferrer\"> sales apps<\/a> like a customer relationship management (CRM) software. That\u2019s where they record all their customer data: the prospects who are evaluating them, prospects who fell off their radar, and the prospects that said no.<\/p>\n<p>Despite that goldmine of data sitting in their CRM, salespeople don\u2019t always follow up consistently with prospects who can convert into customers.<\/p>\n<p>Following up with prospects\u2014one of the most important things they should be doing\u2014doesn\u2019t feature in their plan<sup>6<\/sup> at all. Don\u2019t let this be the reason that you\u2019re missing your quota.<\/p>\n<p>But it\u2019s not entirely salespeoples\u2019 fault. They\u2019re usually not very keen to reach out to leads simply because <a href=\"https:\/\/blog.zoominfo.com\/prospects-say-no-infographic\/\" target=\"_blank\" rel=\"noopener noreferrer\">42% of sales reps don\u2019t have enough information<\/a> to follow up with prospects.<\/p>\n<p>You can\u2019t follow up effectively with customers when you don\u2019t know what\u2019s more relevant for them: did they want a demo, were they evaluating the pricing, or did they just need more time? That\u2019s why just popping-in to say \u201chi\u201d without context tends to be a bad follow-up strategy.<\/p>\n<p>Luckily, there are ways to streamline your sales follow-ups with more context and confidence.<\/p>\n<p>For instance, if you\u2019re in the real estate business, you might be using a CRM like Follow Up Boss.<\/p>\n<p>You can <a href=\"https:\/\/zapier.com\/apps\/follow-up-boss\/integrations\/ringcentral\" target=\"_blank\" rel=\"noopener noreferrer\">integrate Follow Up Boss with RingCentral<\/a> to trigger a follow-up reminder when a prospect books a new appointment on your website, hangs up the phone, or sends you a text message.<\/p>\n<p>You can also create similar reminders based on your sales team\u2019s actions such as adding a new contact in the phone book, recording a phone call, or updating a deal stage.<\/p>\n<p>When it\u2019s time to follow up, now you\u2019re equipped with more knowledge about your prospect\u2019s last interaction with your brand. And that\u2019s just an example of a real estate use case.<\/p>\n<p>The point is, you can <a href=\"https:\/\/www.ringcentral.com\/apps\/?q=crm&amp;appCategory=CRM\" target=\"_blank\" rel=\"noopener noreferrer\">connect your CRM with your communication platform<\/a> to do most of these things:<\/p>\n<ul>\n<li>Place calls directly from within the CRM<\/li>\n<li>Log phone calls automatically to your CRM<\/li>\n<li>See the contact history of the caller when a prospect calls<\/li>\n<li>Send automated voice messages to your leads and customers<\/li>\n<li>Take call notes, save them to your activity log, and schedule follow-up calls<\/li>\n<\/ul>\n<h3>2. Play to the Zeigarnik effect<\/h3>\n<p>If you\u2019ve never heard of the Zeigarnik effect before, you\u2019re going to love this psychological hack.<\/p>\n<p>According to <a href=\"https:\/\/www.goodtherapy.org\/blog\/psychpedia\/zeigarnik-effect\" target=\"_blank\" rel=\"noopener noreferrer\">GoodTherapy<\/a>:<\/p>\n<p>\u201cThe Zeigarnik effect is a psychological phenomenon describing a tendency to remember interrupted or incomplete tasks or events more easily than tasks that have been completed.\u201d<\/p>\n<p>Let\u2019s understand this effect with the help of a relatable analogy.<\/p>\n<p>Think of the time you went to watch a movie after watching an intriguing movie trailer. Although the teaser gave you a fair idea about what the movie was about, you rushed to the theaters on the first day of the movie release because of the critical clues the promo (deliberately) left out.<\/p>\n<p>The same effect kicks in when we become restless to finish everything on our to-do list. Or, when we binge-watch a suspenseful web series in one sitting because each cliffhanger leaves us wanting for more.<\/p>\n<p>Marketers use the Zeigarnik effect to launch retargeting ads or send abandoned cart emails because it guilts people into completing their half-finished purchases.<\/p>\n<p>The Zeigarnik effect is effective because when you don\u2019t heed to that annoying reminder or a half-baked thing in the back of your head, it will persist longer and irritate you until you follow through.<\/p>\n<p>Figure out what are the gaps your customers\u2019 are leaving in their interactions with your brand and sprinkle a little Zeigarnik effect to charm them into completing that process with you.<\/p>\n<p>For instance, if you offer free trials but your lead-to-conversion rate is struggling, start an email nurturing campaign. Follow up with customers to check what\u2019s stopping them from upgrading to a paid plan.<\/p>\n<h3>3. Give them a personalized customer service experience<\/h3>\n<p>If follow-ups in sales mean more business, then follow-ups in <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support <\/a>mean more repeat business.<\/p>\n<p>Just like in our earlier restaurant example, even a routine \u201cwas everything okay?\u201d check-in from a brand representative can make a world of difference to our overall experience.<\/p>\n<p>So what can your brand do?<\/p>\n<p>Among many other things, make sure the follow-up experience is uniform and personalized for all customers. It\u2019s easy to forget to call your customers or send them an email once a sale is made or a support ticket is closed.<\/p>\n<p>So, you could <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/automated-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">automate your customer service<\/a> after the sale for efficiency, scale, and consistency. Or schedule an autoresponder email with a personalized thank-you note one hour after a customer purchases your product.<\/p>\n<p>How about sending them a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer feedback<\/a> form 24 hours after every service interaction to make them feel valued or to create a direct feedback loop with them?<\/p>\n<p>Although this follow-up approach sounds like a good ending to a <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-vs-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service <\/a>experience, it\u2019s far from being over.<\/p>\n<p>Ideally speaking, a great <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> coupled with a fitting service follow-up usually translates into more <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/return-customer\/\" target=\"_blank\" rel=\"noopener noreferrer\">returning customers<\/a>. But you can\u2019t always leave things to chance; you can control the likelihood of making customers return to an extent.<\/p>\n<p>There are several <a href=\"https:\/\/blog.workato.com\/2017\/04\/4-ways-to-automate-ringcentral-calls-for-better-customer-service-and-sales\/#.Xrp__RMzaqR\" target=\"_blank\" rel=\"noopener noreferrer\">ways to automate phone calls to offer a memorable customer service<\/a> experience. For example, you can connect your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer survey<\/a> to your CRM software so that you can plan a new nurture campaign for past customers based on their answers.<\/p>\n<p>Your relationship with customers doesn\u2019t stop once they buy something from you. But it\u2019s up to you to keep up with them and find possible avenues to re-engage with and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">retain customers<\/a> (or upsell and cross-sell your services to them).<br \/>\n<a name=\"13 templates to inspire your customer follow-ups\"><\/a><\/p>\n<h2>13 templates to inspire your customer follow-ups<\/h2>\n<p>First of all, we have to clarify some air around the use of templates.<\/p>\n<p>Templates are a double-edged sword. You can use them for efficiency so that you don\u2019t have to spend a lot of time and money to decide what to say to customers during a follow-up.<\/p>\n<p>Scripting templates also makes your brand communication consistent and helps you scale the process.<\/p>\n<p>On the other hand, relying too much on scripted templates can kill personalization and make your customers feel like you\u2019re just blasting your whole email list with the same message, which might discourage them from bothering to respond to you.<\/p>\n<p>And more often than not, it\u2019ll look bad for your brand if you <a href=\"https:\/\/medium.com\/better-marketing\/amazon-accidentally-sent-out-their-email-template-33e6ecbc0875\" target=\"_blank\" rel=\"noopener noreferrer\">accidentally send out an unfinished template<\/a> to scores of customers.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\">Pro-tip:<\/div>\n<p>Be flexible in using templates. If, for example, a service follow-up requires a high-touch interaction, break the rigid barriers of following a script and add a custom message specific to that customer.<\/p>\n<\/div>\n<p>And don\u2019t forget to tweak your follow-up templates from time to time to keep your brand communication fresh.<\/p>\n<p>But when time or volume is of essence, feel free to take inspiration from the follow-up templates below.<\/p>\n<h3>Sales follow-up templates<\/h3>\n<p>Email remains to be one of the most important outreach channels to increase sales. But you have to be persistent about it.<\/p>\n<p>Here\u2019s first-hand data from Yesware\u2014a sales productivity platform\u2014on the kind of response they got from leads when they launched a <a href=\"https:\/\/www.yesware.com\/blog\/sales-email-frequency-guide-pays-follow\/\" target=\"_blank\" rel=\"noopener noreferrer\">10-step email follow-up campaign<\/a>:<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-5559\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image6-71.png\" alt=\"Frst-hand data from Yesware\u2014a sales productivity platform\u2014on the kind of response they got from leads when they launched a 10-step email follow-up campaign\" width=\"550\" height=\"294\" \/><\/p>\n<p>Notice how the response rate got lesser and lesser over time, but even the 10th email got a 7% response rate.<\/p>\n<p>One trick to make your sales follow-up better is to offer value to customers. A follow-up without an incentive doesn\u2019t rank on top of your customers\u2019 inboxes.<\/p>\n<p>Here\u2019s an email sales template of how to entice a long-lost customer to talk to you again.<\/p>\n<h4>Sales follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Subject line: {{Name}}, I have something to show you.<\/p>\n<p>Hey {{Name}},<\/p>\n<p>I\u2019m reaching out to you because {{you recently downloaded our eBook on how to generate leads for e-commerce}}.<\/p>\n<p>Over the last {{3 months}}, I have helped {{10 e-commerce brands}} like yours {{increase their website traffic by up to 40%}}.<\/p>\n<p>I have {{similar ideas}} for {{e-commerce store name}} to help you {{get more traffic}} and {{increase sales}}.<\/p>\n<p>Would you be interested in {{hearing those ideas}} some time next week? Let me know.<\/p>\n<p>Best,<br \/>\n{{Name}}<br \/>\n{{Direct phone}}<\/p>\n<\/div>\n<p>It\u2019s short and sweet and has a relevant offer that aligns well with the customer\u2019s pain points. But what if they don\u2019t reply?<\/p>\n<p>There isn\u2019t one universal answer to how often should you follow up with a customer. On average, it\u2019s nice to check with them after 2\u20134 days since your last email.<\/p>\n<p>If you have the customer\u2019s phone number, send them a text message. An SMS is not much different in the sense that it\u2019s text-based, linkable, and customers can reply at their own convenience.<\/p>\n<h4>Here\u2019s a template to follow-up with customers via text message:<\/h4>\n<div class=\"box\">Hi {{Name}}, thanks for {{downloading our ebook}}! I have an idea to help you boost traffic to your website. I can show you how it\u2019s done over a 5-minute <a class=\"waffle-rich-text-link\" href=\"https:\/\/www.ringcentral.com\/video-call.html\">video call<\/a>. Are you interested?<\/div>\n<p>But suppose your email bounces back or the message is too long to convey, don\u2019t hesitate to pick up your phone and give them a call. Here\u2019s an easy script for you to do that:<\/p>\n<h4>Sales follow-up phone script template:<\/h4>\n<div class=\"box\">\n<p>\u201cHi {{name}},<\/p>\n<p>This is {{your name}} from {{your company}}.<\/p>\n<p>I\u2019ve been thinking more about how I can help your company {{generate more leads and improve sales}} for {{their business name}}.<\/p>\n<p>I think you\u2019d be interested to know how I helped {{brand A and brand B}} achieve those goals.<\/p>\n<p>It\u2019s okay even if you aren\u2019t looking to purchase anything from us right away.<\/p>\n<p>But I\u2019d love to share these insights with you over a 15-minute call.<\/p>\n<p>Are you free this Thursday or Friday around noon to discuss this in more detail?<\/p>\n<\/div>\n<p>Remember that unlike an email or a text message, a phone call can\u2019t be a monologue.<\/p>\n<p>Be sure to let your customers speak to complete the above script. Unless, of course, you reach the customer\u2019s voice mail\u2014in which case you can record a short message in one go.<\/p>\n<p>A multichannel follow-up approach is always better than relying on just one channel. Sometimes, an ambient approach is what it takes to get a response from a customer.<\/p>\n<p>If you still want to take the email route, here\u2019s a sample follow-up email to touch base with customers who didn\u2019t respond to your previous email.<\/p>\n<h4>Sales follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Subject line: Did you get my last email?<\/p>\n<p>Hi {{Name}},<\/p>\n<p>I just wanted to see if you have had any chance to go through the previous email that I sent over last Friday.<\/p>\n<p>If you didn\u2019t, no worries. I\u2019m threading it below this email so that you can go over it.<\/p>\n<p>If it sounds interesting to you, let me know so that we can set up a meeting at your convenience.<\/p>\n<p>Best,<br \/>\n{{Name}}<br \/>\n{{Direct phone}}<\/p>\n<\/div>\n<p>Here\u2019s a bitter reality check. After trying out for the 11th time, you\u2019ve to take the hint. Your emails are either landing on the spam folder or the customer is not interested in what you have to sell.<\/p>\n<p>In this kind of situation, it\u2019s okay to do a Hail Mary and see if you can break up with hard-to-please customers. You can invest that time in prospecting other clients.<\/p>\n<h4>Sales follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Subject line: It\u2019s okay to say no.<\/p>\n<p>Hi {{Name}},<\/p>\n<p>It looks like you\u2019re 1) not getting my emails, 2) not interested in my offer, or 3) too busy to reply.<\/p>\n<p>And I want to make this very simple for you.<\/p>\n<p>If you\u2019re reading this\u2014can you reply to this email either with 2 or 3 based on the options above?<\/p>\n<p>Best,<br \/>\n{{Your Name}}<br \/>\n{{Direct phone}}<\/p>\n<\/div>\n<p>You can replicate this follow-up message via SMS because prospects are more likely to reply to text messages with preset replies. For instance:<\/p>\n<div class=\"box\">{{Name}}, I sent you emails but never heard back from you. I guess you\u2019re either 1) busy, or 2) not interested. If that\u2019s the case, can you reply with 1 or 2 based on the options above? Thanks.<\/div>\n<p>But be careful when you\u2019re making a last-ditch effort. It can sound cold or passive-aggressive. At that point, it\u2019s not about just losing a customer but avoiding making your brand look bad in public.<\/p>\n<h3>Customer service follow-up templates<\/h3>\n<p>Let\u2019s start with what makes a service follow-up email click.<\/p>\n<p>It\u2019s usually best to send an email 24\u201348 hours after a customer purchases your product and schedule an automated email to let them know you are there to help them in case they need any help.<\/p>\n<h4>Customer service follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Subject line: Hi {{Name}}, just checking in to see you\u2019re enjoying your new {{your product name}}.<\/p>\n<p>Hi {{Name}},<\/p>\n<p>I hope you like your recent purchase with us.<\/p>\n<p>I just wanted to reach out and say that if you have any questions, complaints, suggestions\u2014just about anything\u2014you can let us know directly.<\/p>\n<p>And yes, you can reply directly to this email or {{<a href=\"https:\/\/hyperlink\" target=\"_blank\" rel=\"noopener noreferrer\">click here<\/a>}} to fill out a short survey form (won\u2019t take more than 2 minutes, I promise).<\/p>\n<p>Once again, thank you for shopping with {{your brand name}}!<\/p>\n<p>Thanks,<br \/>\n{{Your name}}<br \/>\n{{Support helpline}}<\/p>\n<\/div>\n<p>Notice how the copy says the customers can reply directly to the email. This is to assure the customer that it\u2019s not a randomly automated email, but a message that was written with them in mind.<\/p>\n<p>You can always streamline the replies to your helpdesk software to categorize issues that need following up. Here\u2019s an SMS template for a similar use case:<\/p>\n<h4>Customer service follow-up SMS template:<\/h4>\n<div class=\"box\">Thank you for shopping with {{brand name}}! If you have any questions or need extra help, you can just reply to this text. Have a nice day!<\/div>\n<p>A phone call for the above scenario can be pretty amazing since a lot of companies don\u2019t follow up with customers right after a sale. Here\u2019s how you can script such a call:<\/p>\n<h4>Customer service follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Hello {{Name}},<\/p>\n<p>This is {{your name}} calling from {{your company}}.<\/p>\n<p>I know you brought {{product name}} from us recently.<\/p>\n<p>So I wanted to give you a quick call and let you know that if you have any questions or if you need any help from us, we\u2019re just a phone call away.<\/p>\n<p>If you prefer, you can get in touch with us through email or chat from our website too.<\/p>\n<p>Once again, thank you for shopping with us. Have a great day ahead! Thank you and bye-bye.<\/p>\n<\/div>\n<p>Which customer wouldn\u2019t love hearing a brand calling to check on things, right?<\/p>\n<p>You also have the option to automate a robocall for doing this if bandwidth is a problem. But we recommend assigning a dedicated rep who has proven <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-skills\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service skills<\/a> to carry out this job for giving a human touch.<\/p>\n<p>Another way to delight a customer is to follow up with them after a service interaction to measure your <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-satisfaction-everything-you-need-to-know\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer satisfaction (CSAT) or Net Promoter Score (NPS)<\/a>.<\/p>\n<p>Here\u2019s an easy email template for you to help with that.<\/p>\n<h4>Customer service follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Subject line: Hi {{Name}}, did you find everything alright?<\/p>\n<p>Hi {{Name}},<\/p>\n<p>You recently contacted us to {{cancel your payment}}. I\u2019m following up to see if you were satisfied with the quality of our customer support.<\/p>\n<p>How happy are you with the way we handled your issue?<\/p>\n<p><b>[Extremely Happy]<\/b> <b>[Happy]<\/b> <b>[So-So]<\/b> <b>[Unhappy]<\/b> <b>[Extremely Unhappy]<\/b><\/p>\n<p>Thank you for being a valued customer of {{your brand\u2019s name}}.<\/p>\n<p>Regards,<br \/>\n{{Your Name}}<\/p>\n<\/div>\n<p>Here\u2019s an alternative text message template for the above scenario:<\/p>\n<h4>Customer service follow-up SMS template:<\/h4>\n<div class=\"box\">Hi {{Name}}, thank you for reaching out to us. Let us know how we did by completing a short survey. It takes less than a minute to complete it. {{survey link}}.\u201d<\/div>\n<p>Customers always love an email that says their issue was taken care of. Like this one:<\/p>\n<h4>Customer service follow-up email template:<\/h4>\n<div class=\"box\">\n<p>Subject line: Hi {{Name}}. Your refund is on its way.<\/p>\n<p>Hi {{Name}},<\/p>\n<p>I&#8217;ve processed your refund of {{$25}} that you paid for {{product name}. You should have the money appear in your bank account in 3\u20135 business days.<\/p>\n<p>I understand that you had issues with {{the product}}.<\/p>\n<p>In case you\u2019re still looking to buy {{the product}}, you can {{<a href=\"https:\/\/dummy\" target=\"_blank\" rel=\"noopener noreferrer\">browse our collection<\/a>}} again to find a few more options that fit your needs.<\/p>\n<p>Once again, thank you for shopping with us.<\/p>\n<p>Best,<br \/>\n{{Your name}}<\/p>\n<\/div>\n<p>By offering a prompt solution to their problems, not only do you restore a customer\u2019s faith in your brand but you give them the confidence to do business with you again.<\/p>\n<p>Sending customers text messages on their birthdays or anniversaries is yet another way to stay in your customer\u2019s shopping radius:<\/p>\n<h4>Customer service follow-up SMS template:<\/h4>\n<div class=\"box\">Happy anniversary, {{Name}}! Here\u2019s a gift from us on your special day. Use code HAPPY20 to get a 20% discount on your next purchase. Have a great day!<\/div>\n<p><a name=\"7 examples of customer follow-ups from real-life companies\"><\/a><\/p>\n<h2>7 examples of customer follow-ups from real-life companies<\/h2>\n<p>Below, we have curated a list of six examples of follow-up emails and text messages from real-life businesses.<\/p>\n<p>Each example covers a specific aspect of the customer follow-up process that we discussed in the previous sections.<\/p>\n<p>Let\u2019s start with Anne, who\u2019s a business coach for startup founders, CEOs, and investors. She\u2019s using the standard follow-up style touching base with a prospect she met at an event.<\/p>\n<h3>Sales follow-up email example:<\/h3>\n<figure id=\"attachment_5560\" aria-describedby=\"caption-attachment-5560\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-5560 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image5-4-1024x427.jpg\" alt=\"Sales follow-up email example\" width=\"840\" height=\"350\" \/><figcaption id=\"caption-attachment-5560\" class=\"wp-caption-text\">[Source]<\/figcaption><\/figure>\n<p>What\u2019s great about the above email is that it\u2019s brief and Anne has included the previous email to John\u2014the recipient\u2014to jog his memory about their last meeting.<\/p>\n<p>But if the customer doesn\u2019t respond to your first few emails\u2014how do you politely follow up? Here\u2019s how Anne followed up with John after a few days.<\/p>\n<h3>Second follow-up email example:<\/h3>\n<figure id=\"attachment_5561\" aria-describedby=\"caption-attachment-5561\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"wp-image-5561 size-large\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image8-3-1024x270.jpg\" alt=\"Second follow-up email example\" width=\"840\" height=\"221\" \/><figcaption id=\"caption-attachment-5561\" class=\"wp-caption-text\">[Source]<\/figcaption><\/figure>\n<p>Anne is consistent with keeping her message short, friendly, and empathetic. She doesn\u2019t come across as someone who\u2019s pushing it, but someone who\u2019s politely persistent.<\/p>\n<h3>Third follow-up email example:<\/h3>\n<figure id=\"attachment_5562\" aria-describedby=\"caption-attachment-5562\" style=\"width: 840px\" class=\"wp-caption aligncenter\"><img decoding=\"async\" class=\"size-large wp-image-5562\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image7-3-1024x283.jpg\" alt=\"\" width=\"840\" height=\"232\" \/><figcaption id=\"caption-attachment-5562\" class=\"wp-caption-text\">[Source]<\/figcaption><\/figure>\n<p>Anne certainly knows the art of persevering. The above email is likely her last try to John, but she still maintains her composure and gives John a few options.<\/p>\n<p>We don\u2019t know how this story ended, but what we know is Anne\u2019s emails are some of the best examples we have seen about following up with your prospects for sales.<\/p>\n<p>Here\u2019s a similar type of sales follow-up, but sent through a text message.<\/p>\n<h3>SMS follow-up example:<\/h3>\n<figure style=\"width: 659px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image2-133.png\" alt=\"SMS follow-up example\" width=\"659\" height=\"71\" \/><figcaption class=\"wp-caption-text\">[Source]<\/figcaption><\/figure>\n<p>This sender is playing up the Zeigarnik effect by showing Jimmy the tip of the iceberg while keeping the best information for later.<\/p>\n<p>We also love how this real estate company below follows up with its prospects soon after they contacted the brand.<\/p>\n<h3>SMS follow-up example:<\/h3>\n<figure style=\"width: 460px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image3-113.png\" alt=\"SMS follow-up example\" width=\"460\" height=\"498\" \/><figcaption class=\"wp-caption-text\">[Source]<\/figcaption><\/figure>\n<p>There\u2019s a link to a virtual tour, a high-touch possibility of talking to an expert agent, and plenty of room for interacting through the text message itself. What\u2019s not to love about this follow-up?<\/p>\n<p>Enough about sales prospecting.<\/p>\n<p>Here\u2019s one of our favorite examples of a customer service follow-up text message from HomeWare, who\u2019ve since rebranded themselves as <a href=\"https:\/\/www.hookerfurniture.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Hooker Furniture<\/a>.<\/p>\n<h3>Customer service follow-up via SMS:<\/h3>\n<figure style=\"width: 417px\" class=\"wp-caption alignnone\"><img decoding=\"async\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image1-154-521x1024.png\" alt=\"Customer service follow-up via SMS\" width=\"417\" height=\"820\" \/><figcaption class=\"wp-caption-text\">[Source]<\/figcaption><\/figure>\n<p>It feels more like a text from a friend of a relative than a brand. It\u2019s personal, caring, and genuine because there\u2019s no expectation of an immediate exchange at this point.<\/p>\n<p>Instead, by sending a blog that will help the consumer decorate her coffee table, the brand went the extra mile to ensure Sandra feels taken care of.<\/p>\n<p>Finally, there are very few brands that make customer feedback and surveys are as fulfilling as Uber.<\/p>\n<p>The message is to the point, personalized to the customer\u2019s most recent purchase, and it\u2019s considerate about the customer\u2019s time. Take a look:<\/p>\n<h3>Customer service email follow-up:<\/h3>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-5566\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2020\/07\/image4-106-582x1024.png\" alt=\"Customer service email follow-up\" width=\"582\" height=\"1024\" \/><\/p>\n<h2>Amp up your customer follow-ups<\/h2>\n<p>When Superoffice ran a survey among sales teams a few years back, they found <a href=\"https:\/\/www.superoffice.com\/blog\/sales-process\/\" target=\"_blank\" rel=\"noopener noreferrer\">this conclusive data<\/a>:<\/p>\n<p>Thirty percent of the sales professionals surveyed said that following up with prospects is the third biggest challenge for sales teams everywhere.<\/p>\n<p>That goes on to show how rare customer follow-up is across industries. And it\u2019s not too different in the context of customer service too, where following up with customers gets a step-motherly treatment.<\/p>\n<p>Our parting tip? Fortune favors the ones who follow-up flawlessly with customers. Incorporate follow-up as an integral part of your sales and customer support strategy to unlock the business potential that is hidden in plain sight.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\">\n<p>1 <a href=\"https:\/\/www.semanticscholar.org\/paper\/What-Motivates-Restaurant-Customers-to-Tip%3A-from-Kvasnicka\/1a22840ce512ae7b743e214e9045fda877b2a778\" target=\"_blank\" rel=\"noopener noreferrer\">https:\/\/www.semanticscholar.org\/paper\/What-Motivates-Restaurant-Customers-to-Tip%3A-from-Kvasnicka\/1a22840ce512ae7b743e214e9045fda877b2a778<\/a>2 <a href=\"https:\/\/hosteddocs.emediausa.com\/Sales-Development-Benchmark-Report-Sponsored-By-Outreach.pdf\" target=\"_blank\" rel=\"noopener noreferrer\">hosteddocs.emediausa.com\/Sales-Development-Benchmark-Report-Sponsored-By-Outreach.pdf<\/a><\/p>\n<p>3, 4 <a href=\"https:\/\/www.invespcro.com\/blog\/sale-follow-ups\/\" target=\"_blank\" rel=\"noopener noreferrer\">invespcro.com\/blog\/sale-follow-ups\/<\/a><\/p>\n<p>5 <a href=\"https:\/\/www.forbes.com\/sites\/micahsolomon\/2017\/06\/12\/tony-hsieh-spills-the-beans-the-one-word-secret-of-zappos-customer-service-success\/#925afa21accc\" target=\"_blank\" rel=\"noopener noreferrer\">forbes.com\/sites\/micahsolomon\/2017\/06\/12\/tony-hsieh-spills-the-beans-the-one-word-secret-of-zappos-customer-service-success\/#7fc4f2fa1acc<\/a><\/p>\n<p>6 <a href=\"https:\/\/www.salesforce.com\/blog\/2017\/11\/15-sales-statistics.html\" target=\"_blank\" rel=\"noopener noreferrer\">salesforce.com\/blog\/2017\/11\/15-sales-statistics.html<\/a><\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>If you\u2019re someone who frequently eats at restaurants, you likely have the habit of tipping servers. Have you thought about why you tip some servers generously\u2014while guarding your pockets with others? The answer might have to do with the psychology of customer follow-ups. Let\u2019s look at a typical dining experience. Usually, diners tip more in &#8230;<\/p>\n","protected":false},"author":29,"featured_media":45208,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18187,18188,18189],"class_list":["post-42071","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-customer-follow-ups","tag-follow-ups","tag-how-to-follow-up"],"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>Why, how &amp; when: demystifying the art of flawless customer follow-ups | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"If you\u2019re someone who frequently eats at restaurants, you likely have the habit of tipping servers. Have you thought about why you tip some servers\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-follow-up\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Why, how &amp; when: demystifying the art of flawless customer follow-ups\" \/>\n<meta property=\"og:description\" content=\"If you\u2019re someone who frequently eats at restaurants, you likely have the habit of tipping servers. 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