Customizable Email Templates for Common Customer Support Requests

Customizable Email Templates for Common Customer Support Requests

Customer Support Email and Chat Templates

If you’re a support agent, the one thing you probably know by now is that you can never know exactly what problem a customer is going to approach you about. And while there are some situations you absolutely cannot predict, thankfully, there are far more you can prepare for. 

Something as simple as a template you can use and edit to fit your needs can make your job ten times easier. That’s why, for today’s blog post, we thought we’d identify common scenarios you may encounter and write up some templates you can use.

The dos of customer support emails 

Before we get to the templates, here are a few things to keep in mind when writing to your customers. 

Make sure you thoroughly read their messages

Before you can pick a template to use, you’ll need to ensure that you understand exactly what issue your customer has approached you with, so make sure you read the email or chat messages a couple of times. You might need to read between the lines here, but never assume! When in doubt, definitely ask them to clarify. 

Be empathetic

Now, this doesn’t necessarily mean that you have to excuse bad behavior or put up with it, but it can help to try and put yourself in their shoes — even if they are being slightly passive-aggressive. Anyone who’s done this job long enough will tell you that patience is key, and cultivating empathy for your customers can really make that easier. 

Come prepared

Is there anything quite as satisfying as a customer support ticket that’s solved within the first couple of messages? We don’t think so! They may be unicorns, sure, but some preparation can make them a lot easier to spot in the wild. So before responding to a message or hopping on a call, make sure you have all the information you need to solve the ticket instantly. How are you supposed to do that you ask? Fullview has a sessions replay product, called Fullview Replays, that you can use to watch a user’s sessions within your app so you can quickly see issues and bugs in context — even before reaching out to them. Unlike other session replay products on the market, Fullview Replays are not anonymized, meaning you can see all the sessions a user has performed by looking them up using a name or email on your Fullview dashboard. If you’re interested in trying it, sign up

Quick tips!

  • Address your customers by name whenever possible.
  • Do some research on them by looking them up before you talk to them. 
  • Remain professional and approachable. 
  • Follow up with additional resources. 
  • Keep things short and sweet. 
  • Make sure to proofread your emails and messages. 
  • Use tools like cobrowsing and session replays to understand and solve customer issues faster. 

Customer support email templates 

The templates below are a handy resource to have for when you need to quickly respond to a customer’s issue. Any text in brackets indicates that you need to fill in some information particular to your situation. Along with the text of the templates, which you are free to copy and use, we’ll also include some pointers on style and tone, including what you may want to follow up the email with. 

These templates are tailored especially to agents working in SaaS, but you can riff on them to cover a variety of different scenarios and industries. 

Your customer can’t figure out how to use your platform

A customer has encountered a pain point during your onboarding process and become frustrated. They need an answer ASAP or they’ll churn. 

What to keep in mind

  • You’ll need to prioritize this sort of support ticket, because onboarding is key to retaining customers and reducing churn
  • You’ll need to be very proactive about guiding users past that pain point so they actually complete onboarding. 
  • You should provide more self-serve resources or, better yet, hop on a cobrowsing call with them. 
  • Make sure to strike the right tone: you’ll need to actively listen to them and respond promptly. 
  • You’ll need to do your homework. Use session replays to watch a video-like recording of their onboarding session to see issues in context and figure out elements or flows that aren’t working. 

Chat message

Hi [customer name], thank you for reaching out to me! Sorry to hear that you’re having some trouble using our platform. I can jump on a quick call with you and show you how to use the feature. During the call, I’ll be able to highlight and click on your screen so I can show you exactly what to do. Are you okay with that? 

Customer expresses interest 

Perfect! You’ll see a popup call request in a second. Just accept that and we can start our session. 

Customer is hesitant

I completely understand. If it helps, this cobrowsing session is completely GDPR compliant and we will never have access to your system or information. The only thing this allows us to do is cobrowse with you within our own app, so we don’t have to switch to something like Zoom. 

Customer is not interested

Okay, I understand. Let me send you some information. In the meantime, could you please try to [insert troubleshooting solution here]. 

Email 

Hi [customer name], 

Thank you so much for reaching out to us. We’re very sorry to hear that you’ve run into issues while using [product name]. 

From what you describe, it looks like your issue is related to [cause]. Could you please try [solution] and let me know if it works? You can also check out this [insert resource] for more information. 

If you still have questions or issues, I’m more than happy to set up a cobrowsing session with you so we can solve the issue together. 

With cobrowsing, we can both browse and control the same screen in tandem and I can help you [insert solution to issue]. 

Let me know if you would like that and the next time you come online on [insert app name], I can request a call. 

Thanks so much for your patience, 

[insert signature]

Your customer wants some information about prices

When you’re in the business of B2B software, your first lead doesn’t always have the final say when it comes to deciding whether or not to sign up. Often, they reach out to ask for information about pricing first. 

What to keep in mind

  • Keep it short and factual.
  • Include resources they can look at.
  • Offer to set up a demo. 

Chat message

Hi there, thank you for reaching out to [platform name]! Happy to assist you with pricing and plans. On [platform name], we offer [pricing and plan information]. Can I ask you which plan you’re interested in? 

Customer specifies they are interested in one of your plans. 

On that plan, you have access to [insert features, benefits and limits]. It costs [insert pricing information]. I would be happy to set up a demo if you’re interested in scheduling one.  

Customer doesn’t know what plan to sign up for

Could you tell me a little more about your requirements so I can suggest one? You can also find more information on our pricing page [insert link to pricing page].

Email 

Hi [customer name], 

Thank you so much for reaching out to us. Happy to help you with our plans and pricing. 

On [platform name], we offer [pricing and plan information]. 

On [plan A], you will have access to these features and benefits· [include features and benefits]. You will be able to use [include limits]. The cost for that plan is [including pricing information]. 

On [plan B], you will have access to these features and benefits· [include features and benefits]. You will be able to use [include limits]. The cost for that plan is [including pricing information]. 

For [plan C], you offer custom pricing for our enterprise clients.

Could you tell me a little more about your requirements so I can suggest the best plan for you? 

You can also find more information on our pricing page [insert link to pricing page].

Let me know if you have any other questions. 

Thank you for your interest, 

[insert signature]

Your want to ask your customer for a review 

Reviews can make or break your business and do a lot to influence social trust in your product. Along with making sure every visitor, lead and user is having the best experience possible, you should also read out to ask for feedback. 

What to keep in mind

  • Keep it short.
  • Strike the right tone: you want this review or recommendation, but you don’t want to come across as pushy. 
  • Personalize this message. If you’ve communicated with this user before, reference that. If you’ve watched a session replay and noticed something, ask about it.

Chat message

Hi [customer name], I just wanted to reach out to thank you for signing up on our platform. Now that you’ve had a chance to use it, would you be willing to leave us a review [insert link to review site]? We take feedback very seriously and would love your input. 

Email 

Hi [customer name], 

I just wanted to reach out to thank you again for signing up on our platform. 

Now that you’ve had a chance to use it, would you be willing to leave us a review [insert link to review site]?

We’d love your thoughts, as we’re always working to improve our product, so feedback from our users is very appreciated!

Please let me know if there’s anything else I can do for you and thank you for your time, 

[insert signature]

Your customer has a complaint

If your customer has a complaint, you’ll need to attend to it as soon as possible to keep them happy and reduce the likelihood that they’ll churn. 

What to keep in mind

  • Be respectful and polite, even if they are rude or dismissive. 
  • Communicate clearly that you understand their concerns.
  • Communicate that you are prioritizing this and have notified your team.
  • Give them a rough idea of when to expect a response or resolution.
  • Review their user session for clues as to what went wrong.

Chat message

Hi [customer name], thank you for reaching out and bringing [insert issues here] to our attention. I’ve notified my [concerned person or department] and they have promised to expedite this. I should have an answer for you in a day or two. Thank you for your patience and understanding. Please feel free to let me know if there is anything else I can do for you. 

Email 

Hi [customer name], 

Thank you for reaching out to us and bringing [insert issue here] to our attention. I’m sorry to hear that [insert ability that has been compromised, delay that has been caused, or other specific grievance if your customer has included any of these details]. 

I have notified [insert concerned department or team member] and they have assured me that they are prioritizing this. 

I will write to you in [insert time period] to give you a status update. 

In the meantime, if there is anything else I can do for you, please don’t hesitate to contact me. 

Thank you for your patience as we work to solve this issue, 

[insert signature]

Your customer has churned

This is an unfortunate occurrence, but one that is common in SaaS. If you reach out to your customer and address their issue with your platform, you may be able to tempt them back to it; a delicate balancing act, but it is possible to strike the right balance. 

What to keep in mind

  • Express gratitude that they signed up on your platform and gave it a try.
  • Don’t come across as aggressive or pushy.
  • Respect their decision to leave if it is final.
  • If their issue for leaving is something that can be addressed, assure them it will be and offer to comp them something. 
  • Review their past user sessions for clues as to why they churned.

Email 

Hi [customer name], 

I noticed that you canceled your account recently. 

I wanted to reach out and ask if there was anything we could have done to make your experience better.

If you would like to share why you decided to cancel, your feedback would be greatly appreciated! 

If there are any particular concerns you have that you would like us to address or fix, I am more than happy to look into that for you. 

Thank you again for your time and trying [insert app name],

[insert signature]

Your customer reports a bug

Your customers can be an invaluable resource when it comes to app testing and bug reporting — especially if you’re a young company that is still working to improve and stabilize your app. 

What to keep in mind

  • Sincerely thank them for reporting the bug.
  • Watch their user session or view their console information for more information about the bug.
  • Answer them with concrete advice (if it’s something minor) or let them know that you’ve notified the technical team. 
  • Let them know when they can expect the issue to be fixed or more information.

Chat message 

Bug is a minor issue 

Hi [customer name], thank you for reporting this bug! I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here]. If you [insert solution here], you should be good to go again! But please let me know if that doesn’t work and I will notify the technical team. 

Bug needs to be reported to technical team 

Hi [customer name], thank you for reporting this bug! I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here]. I’ve notified our technical team and they are going to prioritize the issue and deploy a fix as soon as possible. I will let you know as soon as that happens. In the meantime, if there is anything else I can do for you, let me know. 

Email 

Bug is a minor issue

Hi [customer name], 

Thank you for reporting this bug!

I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here]. 

If you [insert solution here], you should be good to go again! 

But please let me know if that doesn’t work and I will notify the technical team. 

As always, feel free to reach out if there’s anything else I can help you with, 

[insert signature]

Bug needs to be reported to technical team 

Hi [customer name], 

Thank you for reporting this bug!

I’ve looked into it and can see that the issue was related to [insert console log information or session replay detail here]. 

I’ve notified our technical team and they are going to prioritize the issue and deploy a fix as soon as possible. I will let you know as soon as that happens. 

In the meantime, if there is anything else I can do for you, let me know. 

Thank you for your patience as we work to solve this issue, 

[insert signature]

Your customer reaches out to you with a feature request

Users sometimes reach out if they want to request a particular feature. It’s up to your judgment to discern if it’s worth mentioning to your product team. 

What to keep in mind

  • Thank them for suggesting the feature.
  • Let them know that you’ve forwarded this suggestion to your product team .

Chat message 

Hi [customer name], thank you for requesting [insert feature request]. I’ll make sure to pass this along to our product team. We’ll send all users an in-app message if and when we release it, so keep an eye out for that.

Email 

Hi [customer name], 

Thanks for reaching out to me! 

I’ll make sure to pass on your request to release [insert details of feature request] to our product team. 

I can’t give you an exact timeline, but we’ll take it into consideration in our product roadmap. 

We release all updates on our blog and send all users an in-app notification, so keep an eye out for those. 

Thanks for the suggestion! 

[insert signature]

And that’s all (for now), folks

We hope you find these templates useful! You are, of course, free to use them and edit them to fit your particular situation. 

We hope that doing so will help you reduce your support burden, and increase time-to-resolution and retention rates. 

Remember: good support is key to a successful business — especially one in the SaaS industry. 

Seeing your customer support team as an engine for growth can help you reap serious dividends in the long run. 

Interested in supercharging your support team, improving CSAT and reducing your support burden? Fullview can help! Learn how.

Author

Shifa Rahaman

Content Marketing Manager

Contributor