How To Contact Google Customer Service When There Incident Report Doesent Reply Back!

Tap into the time-saving and stress-relieving power of customer service e-mail templates.

In customer service, there's an underlying fear that every single email you send might be the big one. This might be the one that goes viral on social media. This could be your founder's nephew posing as an aroused customer. This might exist misconstrued and land your company in hot water.

Good client service requires walking on eggshells while solving issues. And that's really difficult.

Following the right customer service electronic mail tips and templates make it far easier.

Before the excrement hits the fan, proactively create some well-idea-out and amiable responses to difficult situations. You'll be able to shoot them out chop-chop when time is of the essence.

And y'all'll remainder easy knowing that in that location'due south nothing incriminating or potentially riot-inducing contained within them.

Today, we're going to share five client service electronic mail templates we apply for the almost challenging of situations. If you'd like to create and start sending your own templates through Groove'due south canned replies (I'll show you lot what that looks similar below), you lot can kick off a free 15-day trial of Groove hither!

Your principal customer service electronic mail template

Commencement things outset. We've designed the templates below for specific situations—and use them ourselves. But, you take to start with the master of all automated scripts: your machine-reply email.

Sadly, while customers expect an firsthand response to support requests (even if that's simply a friendly note saying it's been received), the bulk of businesses fail on this front end.

Equally one recent exam of roughly i,000 small, medium, and big companies found:

Source: SuperOffice Customer Service Benchmark Report

Equally equally bad, nonetheless, is an autoresponse that screams "machine." Non necessarily in the written content only rather in the tone and, peculiarly, mixed up dynamic insertions—similar the wrong names, operating hours, or production titles.

If your business doesn't already have a friendly, informative, and human auto-respond, and then feel free to apply ours…

Example e-mail template

Hi [first_name],

Thank you for contacting [company_name]!

This automatic reply is simply to let you lot know that nosotros received your message and we'll get back to you with a response equally quickly as possible. During [business_hours] we practice our best to respond as quick every bit we can, normally inside a couple of hours. Evenings and weekends may take us a little bit longer.

If you have a general question nearly using [specific_product], yous're welcome to browse our [knowledge_base_link] for walkthroughs of all of our features and answers to frequently asked questions.

If you lot accept whatever additional data that you remember will assist us to aid you, please feel gratuitous to reply to this email.

Nosotros look forward to chatting shortly!

Thanks, [agent_name] and [agent_headshot]

Using client service email templates

Client service electronic mail templates have the power to add hours back into your solar day. Mayhap you've been copying and pasting the aforementioned text every day. Or perhaps you won't let your new customer service agent send a support email without approving information technology showtime.

Either way, yous've been wasting precious time. Don't let the fear of sending impersonal, robotic responses cease you lot.

You're here. Yous're reading this cool blog. You care about your concern. You won't send emails that suck. (I won't allow y'all.)

All of the examples I'm about to reveal are real email scripts that we use at Groove. Nosotros telephone call them canned replies.

customer service email template example — Try out canned replies for yourself by signing up for a gratis trial of Groove

Read the post-obit emails over, copy and paste the ones y'all similar, then tweak them to reflect your unique concern proposition.

We'll walk through why these templates work (so you can build your ain moving forward). And then provide a copy-and-paste-able template that you lot can hands add together into your helpdesk and edit as needed.

Desire to skip direct to the template part? Become for information technology. Here are all 5 templates in an like shooting fish in a barrel to read (and re-create) slide deck.

Template #1: A customer requesting a disbelieve

Discounts tin be a bully way to satisfy customers after a bad experience or entice them to buy again. In certain circumstances though, discounts simply don't make sense. Worse, they prepare a poor precedent for putting a bandaid on an open wound.

Be conscientious non to accede to angry customer's demands without fully understanding their trouble.

When a customer asks for a discount that we cannot requite, nosotros send this email response:

Hullo %{first_name},

First of all, thank you so much for checking out Groove!

We too, are a pocket-size business and capeesh you checking in to see what options we have available. At this time, we exercise not offer any discounts or startup pricing plans.

We've worked actually difficult to build the best production out at that place for small businesses to evangelize awesome, personal customer support. We believe that Groove delivers so much value and you will feel that the investment pays itself off.

Thank you again and we wish you the very best as your business grows.

Cheers,
%{agent_firstname}

Lead with empathy, discover commonalities whenever possible to institute common respect. Include personal touches, letting them know you appreciate their unique state of affairs. Remain confident in the value of your product, and your customers will follow adjust.

Template #2: A feature asking you lot're not going to build

Most software companies get dozens of feature requests every week—and that's not a bad thing. It means your users intendance enough to offer their ain ideas and feedback to brand your product even better.

However, many requests don't align with the company vision or make sense for the majority of other customers.

That said, flat-out rejection sucks. Yous want to brand your users feel like their ideas are worthy, and then phrasing your rejection to their customer feedback the right way is key.

We tested ten+ dissimilar approaches for this situation over the years, and one of them continues to stand out above the residuum:

Hi %{first_name},

Thanks for writing in! In that location's no way to do this at the moment, but it is something we're considering for a time to come release. I simply added you to the list for follow upwards, and then equally before long as we exercise have news regarding mass replies we'll be certain to reach out.

In the meantime, your best bet for speeding this up would probably be to use canned replies. Then it's simply a couple of clicks per ticket to ship out the aforementioned reply.

Cheers,
%{agent_firstname}

Despite beingness "canned," the response gets personal. We took the time to actually think about the idea, and that'due south clear. Information technology's in a positive tone of vox and still delivers value to the customer.

Likely, your customer will take that their request volition non be fulfilled. And you'll notwithstanding provide a positive experience by walking them through an alternative that'll work for them. Win-win.

What if a customer says they'll flat-out leave if you lot don't build what they desire y'all to?

Generally, if a feature is make-or-break, simply we can't justify building it (due to resource constraints or it beingness exterior the scope of our vision/focus), our main goal is even so to provide groovy client service, even if that means they might leave. For now.

In fact, if the feature is 100% critical for them and nosotros tin't offer a viable culling, we'll tell them which of our competitors with that feature nosotros think might serve their needs all-time.

Nosotros go it—the smallest thought of admitting that your competitor has something improve can be frightening. Withal, here's what happens as a issue:

Even though our product might not fit their needs, the customer will know that we went out of our manner to guide them towards what's genuinely best for them. That sort of goodwill goes a long mode.
If you do end up edifice that feature in the future, considering of the style y'all handled the issue, you have a stiff instance to make for that client to return.

Both of those things are a better alternative than having a customer who leaves feeling 100% unhappy with our product and likely to disappear for good.

Customer Service Email Template 2 - A feature request you're not going to build

Template #3: A customer who needs babysitting through a elementary task

Proverb yes all the time sends the bulletin that your customers should rely on you for every trivial affair. This volition cost you time and money.

It's okay to say no. If you do it the correct way, you won't risk offending anyone or destroying any customer relationships. In fact, maxim no might be the best selection for you and your customers.

Assess the urgency of the situation and encourage your support team to become more clarity. The bulk of customer emails are iterations of the same question. Don't get swept up in the confusion yourself. Remain calm and get more information earlier diving into a response.

How-do-you-do %{first_name},

Thanks for your notation. I'm not sure I follow what yous're saying, whatsoever risk you lot could provide a little more than detail? A screenshot would exist super helpful as well.

I'll practise my all-time to help.

Cheers!
%{agent_firstname}

Equally long as you make sure it'due south not a bug, put the onus dorsum on the customer to resolve their ain issue and provide them with the resources to do and then.

If yous take managed to put together a groovy knowledge base or other self-help solution, your customers will be willing (and eager) to engage. People actually like using cocky-serve support, especially if the resources are tailored to them.

If their problems aren't answered in your cognition base, use information technology as an opportunity to meliorate your content there.

Receiving a request for footstep-by-stride support is an opportunity to teach customers how to use your services, and gives you the risk to define expectations.

Why? Considering asking the customer to send a follow-up electronic mail with more detail automatically makes them think rationally.

Questions are powerful. They put u.s.a. in the mindset of fixing the issue. Plus, they aid customers acquire nigh your product and feel accomplished, while reassuring them you're available to offer the support they need.

Customer Service Email Template 3 - A customer who needs babysitting through a simple task

Template #4: An angry customer

Dealing with aroused customers requires its own post (which of class we've already written). Here, we'll look specifically at how nosotros apply electronic mail templates to pacify the situation.

Some customer complaints arise because they feel slighted by something y'all or your visitor did. Other times, customers are emailing simply considering they've had a tough 24-hour interval and y'all're an easy target. No thing the underlying reason, how you deal with it determines the ultimate resolution.

Go on your cool and don't let your customer'due south anger influence your own beliefs. Then, acknowledge their feelings. Be compassionate, apologize, and go far clear you sympathize that they're upset.

Refocus the conversation on the actual problem at mitt. Work to find a concrete resolution to the effect.

Here'due south the client back up e-mail we use to turn an angry customer into a happy i:

Hi %{first_name},

Thanks for reaching out. I'm so distressing, I definitely understand your concern and I'1000 escalating your outcome so that someone tin take a closer wait at what's going on correct away.

Please standby and one of my teammates will get back to you with more details ASAP.

Best,
%{agent_firstname}

Empathize, apologize, promise a resolution, and let the customer know their problem is beingness taken seriously.

Customer Service Email Template 4 - An angry customer

Template #5: Your production or service is broken

If you've been working in the tech industry long plenty, you lot've likely got a server outage story. And you might however accept nightmares of opening the inbox to thousands of emails from upset customers asking why the production they pay for isn't working.

What doesn't kill us makes us stronger, though. Living through these situations helps to improve client service skills and anticipate customer needs post-obit an unexpected problem.

This customer service email template has saved usa our fair share of customers:

Hi %{first_name},

Sorry for the delay in response.

We encountered an consequence earlier today that affected a portion of accounts — and unfortunately yours was one of those affected.

Nosotros accept rectified the underlying problem and you lot should be up and running again now. No conversations were lost during this fourth dimension, just please give it a few minutes for them to flow into your inbox.

Nosotros understand how critical we are in the role of supporting your customers, and will be implementing a host of solutions to ensure that a situation similar this does non occur again.

If you accept whatever questions, please don't hesitate to give u.s. a shout.

Thanks,
%{agent_firstname}

Include all of the information you have on hand, and connect the dots to show exactly how it affects the client's account. Remain compassionate and atoning, maintaining a level of respect and agreement for how your product stability impacts their work.

Note: But equally important as maxim the right thing in this state of affairs is making sure you really practice go along updating your customers regularly. You hate being kept in the dark, and your customers do, likewise.

Customer Service Email Template 5 - Your product or service is broken

Create your ain customer service email templates

Although the customer service email templates we shared today cover very specific situations, the concepts in them (empathy, sharing information, promising resolutions) tin can be applied to only near every support situation.

Dig deep to sympathize and capeesh how the customer feels, and respond appropriately. Let these templates guide you to create your own. Put your personal bear on each ane. Above all, keep them flexible.

Picket how customers reply to or rate each template and constantly better them. Yes, templates allow yous set-it-and-forget-information technology. Hither at Groove though, we prefer to merely hit "snooze," and but "forget it" for a few weeks at a time.