Client Email Response Templates

Use these great customer support email templates for everyday situations and learn how to deal with your customers.


Providing the answer to a customer issue/query


The tone of this email should be positive – you’re able to provide good news, after all. Make sure you clarify any details and ask the customer if they need anything more.


Hi [Customer name],


Thanks for reaching out! I have an answer to your question about [topic].

[Detail your answer, providing helpful insight into why an issue happened or background on company info].


If you have any more questions or come across any other issue, let me know, I’ll be happy to help.


Have a great day,


[Your name]


Following up with a customer email


It’s important to follow up whenever possible. You don’t need more than a couple of lines to show customers that you care about their experience with your product or service.


Hi [Customer name],


Hope you’re doing great. I wanted to check in with you regarding the issue you had the other day. Was it resolved? Do you need any additional help? I’d be happy to assist you in any case.


Have a great day,


[Your name]


Onboarding email to new customers


This email should be enthusiastic so as to set the tone of your collaboration with the customer. You’ll also want to reassure the customer that they’ve made the right choice and help them get up to speed quickly.


Here are some subject line ideas to draw from:


Example 1: Hi [Customer name]! Get started with [Your company]


Example 2: Welcome to [Your company/product/service], [Customer name]! See your first steps


Hi [Customer name],


It’s great to have you here, thanks for choosing us! I’ll be your guide during this onboarding period. As we learn more about one another, my goal is to ensure you have a positive experience and get the most out of our [product/service].

I’ve attached a [slide deck, PDF, brochure, chart] mapping out the steps of your onboarding. As a first step, please {follow these instructions} to customize your account. Also, here are some resources you might find useful:


Product Webinar: We’re hosting a live webinar for our customers on [Date]. Our agenda will include a quick overview of useful features and a Q&A by our [VP of Customer Success]. Register {here}!


Resources: Visit our {Blog and Help Center} for detailed information, tutorials, and advice.


Don’t hesitate to reach out to me or my colleagues if you have any questions.

Cheers!


[Your name]


Informing a customer about a renewal opportunity


This email can be sent by an account manager or other employee responsible for renewals. It serves as a reminder but can also help the customer decide to renew if they’ve been on the fence. If there’s any way to create a sense of urgency, go for it.


Here are some subject line ideas to draw from:


Example 1: [Customer name], want to keep using [Your service]?


Example 2: Your [contract/subscription] is expiring soon


Hi [Customer name],


We’d like to thank you for using our product for the past [year] and hope we’ve made a difference for you. We’ve been excited to help you hit your milestones in [boosting sales, creating greater efficiencies] on your team.


Your contract is expiring in [two weeks] and I wanted to check in with you about next steps. If you’re considering renewing or upgrading your contract with us, I’d be happy to walk you through the details. [If you renew before the end of this week, you can benefit from our one-time discount for existing customers].


Depending on your current needs, we can also schedule a short demo, so you can see the recent improvements we’ve made and how they can be useful to you.

Feel free to schedule a call with me by clicking on {this link} or replying to this email. Looking forward to hearing back from you.


Thanks,

[Your name]


Informing a customer about their contract having expired


This email should be mostly informative, but also make sure the customer knows they can renew their contract.


The subject line could be similar to the renewal opportunity template:


Example 1: [Customer name], want to renew [Your service]?


Example 2: Your [contract/subscription] has expired, here’s what to do


Hi [Customer name],


Thank you for using our product for the past [year]. Your contract expired on [Date] and you no longer have access to your account.


If you’d like to renew or upgrade your contract, please let me know. We can complete the renewal process in [two business days], restore your access and get you up and running again.


Feel free to book a call with me by clicking on {this link}.


Thanks,


[Your name]


Checking in with a new customer


This email could be part of your account management efforts. Your goal will be to make sure the customer knows how to use the product, is aware of any improvements or new features, and feels that you’re there to answer any questions.


Here are some subject line ideas to draw from:


Example 1: [Customer name], how do you find [Your service] so far?


Example 2: [Customer name], can we help you with anything


Hi [Customer name],


Hope you’re well. I’m checking in to see if you have any questions or need any help with our product. We’ve added quite a few features lately and I know it might be difficult to keep track of all our releases. I’d be happy to show you the ropes and address any queries you may have.


As a reminder, here’s a {link} to our Knowledge Base where you can find more information about our product and company at any time.


Thanks,

[Your name]


Thanking a customer for positive feedback


If you have customers who go out of their way to tell you how satisfied they are, you should take notice. Respond to their positive feedback enthusiastically and encourage them to share their review with the outside world. If it’s your company’s policy, you can also give out a gift or discount.


Dear [Customer name],


Thank you so much for your feedback, you put a big smile on our faces! Our team is hard at work trying to continuously improve our [product/service] and it’s always rewarding to hear kind words. We love that you love us :)


I don’t mean to impose on you, but if you have some time, could you share your impressions on social media or write a review? We have a presence on {link to review sites} and we’d really appreciate it if you could support us there.


Thanks again

[Your name]


Asking for customer feedback on a purchase


This is common in both B2B and e-commerce, as you want to make sure that your customer is satisfied with their purchase – and the experience as a whole. Be friendly and give customers a way to provide feedback.


Here are some subject line ideas to draw from:


Example 1: Regarding your recent [purchase/order]


Example 2: [Customer name], is your [purchase/order] to your liking?


Hi [Customer name],


Thank you for your purchase with us. Your order should have arrived by now and we hope everything went well. Feel free to inform us about any delays or problems you might have faced – we want to make sure you’ve had a good experience. [You can reply to this email or contact support@yourcompany.com.]


We have one small favor to ask: could you fill out {this survey} about your purchasing experience? Feedback makes us better and we welcome any concerns or suggestions. If you’re happy with our service, please tell us, too!


You can also share your opinion of us on {review site}.


Thanks for your time and have a great day,


[Your name]


Asking for customer feedback on a purchase


This is common in both B2B and e-commerce, as you want to make sure that your customer is satisfied with their purchase – and the experience as a whole. Be friendly and give customers a way to provide feedback.


Here are some subject line ideas to draw from:


Example 1: Regarding your recent [purchase/order]


Example 2: [Customer name], is your [purchase/order] to your liking?


Hi [Customer name],


Thank you for your purchase with us. Your order should have arrived by now and we hope everything went well. Feel free to inform us about any delays or problems you might have faced – we want to make sure you’ve had a good experience. [You can reply to this email or contact support@yourcompany.com.]


We have one small favour to ask: could you fill out {this survey} about your purchasing experience? Feedback makes us better and we welcome any concerns or suggestions. If you’re happy with our service, please tell us, too!


You can also share your opinion of us on {review site}.


Thanks for your time and have a great day,


[Your name]


Requesting a customer fill out a Survey


This email is meant for return customers or customers who have long-term contracts or subscriptions. Your customer success team may have different ways of asking customers to fill out these surveys – sending an email is a good option for mass emails or for offering coupons or other gifts for every completed survey.


Here are some subject line ideas to draw from:


Example 1: [Customer name], do you have advice for us?


Example 2: A [5% discount] for your thoughts


Hi [Customer name],


Hope all is well! You’ve been using our [product/service] for the past [four months] and I’d like to ask if you could provide some feedback on your experience. Meeting our customers’ needs is a priority for us and we always strive to get better at it.

That’s why we’d appreciate it if you could fill out this {survey}. We realize this takes a little time, so we offer a [R100 Takealot voucher/5% discount for the rest of the year/etc.] to all our customers who complete it.


Let me know if you have any questions, I’d be happy to answer them.

Thanks for your time,


[Your name]


Refusing a discount request


This is a tough one. When customers ask for discounts, they have high hopes of getting them. Refusing may have an impact on customer satisfaction, so you need to deliver the news with tact and offer another option (approved by the appropriate person), if you can.


Hi [Customer name],


I’m getting back to you regarding the discount you mentioned in your last email. Unfortunately, we can’t give out a discount on your current plan, as it’s already our best value package.


[But, if you’d like to upgrade your plan to take advantage of more features and licences, we can give you a 15% discount until the end of the year].


Sorry I couldn’t be of more help. Let me know if there’s anything else I can assist you with.


Thanks,


[Your name]


Exploring the possibility of content collaboration


The emails you’ll send may depend on your level of familiarity with this person. Let’s assume for this template that you’ve never spoken with this person before but you know the topic that they’re experts in.


Here are some subject line ideas to draw from:


Example 1: Question about your insights on [subject matter]