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Customer support email templates

These templates will help you consistently and efficiently respond to customer inquiries. Click the arrow to the left of each template name to see the template in the dropdown.
Customer support email - automated first response
Subject: We’ll get right back to you!
 
Hi {customer_name},
Thanks for reaching out. This is an automated message to let you know we received your message, but a real human will be in touch as soon as possible.
Our business hours are {business_hours} and we typically reply within {turnaround_time}. If you don’t see a reply within that time frame, please check your spam folder or search for a message from {support_email_address}.
In the meantime, you may be able to get some help answering your question in our {link_to_knowledge_base}.
Talk to you soon,
{your_business}
 
Customer support email - explain a common question
 
Hi [first name],
Thank you for contacting us. I’m sorry to hear you couldn’t log into your account. [Problem or issue] is always frustrating. Let’s fix that!
Since you [summarize their experience], let’s start at square one: [provide solution or list out steps] Most of the time, that does the trick.
If it doesn’t, please let us know, and we’ll go through a few more troubleshooting steps. We'll make sure [describe resolution to issue] ASAP.
Thanks again for contacting us. We’re always happy to help.
Best, ‍[your name]
 
 
Here’s what it looks like in practice:
Hi [first name],
Thank you for contacting us. I’m sorry to hear you couldn’t log into your account. Not being able to access your data is always frustrating. Let’s fix that!
Since you created an account very recently, let’s start at square one: Have you tried refreshing your browser? Most of the time, that does the trick.
If it doesn’t, please let us know, and we’ll go through a few more troubleshooting steps. We'll make sure you can access your account ASAP.
Thanks again for contacting us. We’re always happy to help.
Best, ‍[your name]
 
Customer support email - working on an ongoing issue
 
Hi [first name],
Thank you for contacting us about [ongoing issue]. We understand this issue has caused you [consequence], and we apologize for the inconvenience.
Our [system/software] is currently experiencing issues because of [explanation]. Our team is currently in the process of [implementing the solution].
Here is what you can expect moving forward: [action 1], [action 2], [action 3]. You can expect us to contact you again in the next [time frame].
Thank you for your patience and understanding.
Best,
[your name]
 
Customer support email - ask for more information about an issue
Hi [first name],
We are sorry to hear you are having issues with [product/service]. We’ll do everything in our power to solve the problem ASAP.
Before we can do so, I need a bit more information about [problem] to help get this sorted.
If I understand correctly, you have experienced [possible explanation #1]. Is that correct?
If possible, could you please include [info you need ex: order number, screenshot, photo] so I can take a closer look.
Thank you for your patience, and look forward to hearing from you.
Best, [your name]
 
Customer support email - Handoff to another team member
Hi [first name],
Thank you for reaching out about [problem]. We’d be happy to discuss [customer request].
I’m going to loop in [team member’s name], who is best suited to help you with this request.
You can expect [team member’s name] to contact you within the next [time frame]. In the meantime, please let me know if I can continue to help you with any [technical/order/service] support.
Thank you for your patience.
Best, [your name]
 
Learn more about sending mass emails with mail merge in Gmail.
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