Skip to main content

Guide to responding to customer service emails

Email and chat communications are becoming increasingly essential for call centers and customer support. Customers love the ease of use and convenience. But it’s not just convenient for the customers either. It also makes it easier for the agents to handle more outreach in a shorter duration. Overall, it’s a win-win solution. Email marketing and newsletter concept. Hand of man sending message and laptop with e-mail icon

But email communications must be done right. Here are some things that emails should contain when communicating with customers.

A greeting

When replying to a customer, always start with a greeting. Something as simple as hello [insert name] or greetings [insert name] is sufficient. You can add extra warmth by saying, “thank you for reaching out to us.”

Their name

As you can see in the point mentioned above, it’s important to use the customer’s name. Always include it in the greeting. You can also use it in other portions of your email text where appropriate. It makes the email feel more personable. Customers will feel much more valued in return and understand they’re talking to a real person behind the screen.


You should always show that you care about your customers. If the customer emails with a complaint, you can show your concern by following up your greeting with something like, “I’m sorry to hear that” or “I completely understand how frustrating that would be” before moving into a resolution. Customers want to feel heard. That’s why adding this simple phrase is essential.

An answer

Customers want fast answers. That’s why it’s essential to respond to customers quickly with a thoughtful answer. Make sure you know how to address their concern or question with clarity. If you’re not able to answer the question, make sure to add clear information for the next steps in the email. This may include something about forwarding the complaint to a higher compartment and when they should expect the next email. This may look something like, “I’m sending your email to a higher department. They will be able to address the complaint. Please expect a reply within 24-hours from this department.”

A closing

Your closing shouldn’t be a simple goodbye. If you didn’t already say it in the greeting, you should tell them that you appreciate them reaching out to you. Thank them for connecting with you, and ask if there is anything else you can do for them. Don’t assume that this is the end of the conversation. Also, let the customer know if they need anything else that you’re there to help them. You can also add something like “I hope the rest of your day goes well” and say goodbye. If you have a survey that you’d like to prompt them to take afterward, ask this during your closing and explain how to access it.

These points will make sure your customer feels heard, show them compassion, and it can keep them coming back.

Leave a Reply

Your email address will not be published. Required fields are marked *