Last updated on November 1st, 2022
Have you ever wondered why some email support templates convert better while others don’t convert? What makes a good email support template? Is it important to include a specific call to action or images? Should I include social proof, testimonials, or other elements? Most importantly, how should I write my subject lines to get clicks? This article will teach you how to optimize your email support template to increase conversion.
You’ve probably received plenty of training in the art and science of writing compelling copy and creating beautiful designs. But email design isn’t quite the same thing. According to the Direct Marketing Association, 88% of consumers say they trust information received via email. Designers who incorporate these principles into their email templates will boost conversion rates and make customers feel valued.
Customer Service through Email
Great customer service and communication share fundamental characteristics, including
- Reading and comprehending their request: Hold off on responding until you have a firm grasp on what the consumer is saying and the outcome they are looking for from you.
- Put yourself in your customer’s position to demonstrate empathy. Even if they send you negative messages, you should always handle their problem honestly. Before submitting your reply, take a step back and thoroughly read it.
- If you need additional information from the other person to respond appropriately, ask them if you need it. It’s better to ask than to assume and be incorrect.
- Gather the required information: You might not have the answers to all the questions, so speak with a product specialist to get the lowdown. This will enable you to respond as intelligently as possible.
Moreover, the following straightforward advice:
- By name, address the consumer.
- Verify that their problem has been resolved by following up on their response.
- Even if it’s only a straightforward email assuring them that you’ll respond to them within a ballpark time frame, let the consumer know that you’ve received their email as soon as possible.
7 Email Templates for Customer Service That Converts
We’ve created seven customer care email templates to assist you in optimizing your email communication efforts as a way of helping you. The objective is for you to respond to those challenging support tickets and shorten response times while maintaining a high level of service. You can adapt and modify these email templates as necessary!
A Client Requires an Answer Right Away
This customer needs a solution now more than ever. They must speak with you to resolve a problem with their account immediately. If you don’t respond right away, they can escalate to your supervisor or, more simply, cancel.
Approach:
- Inform them that you are available to them.
- Regardless of how impolite their message is, be sincere and courteous.
Example:
Hello [customer’s name],
I appreciate you contacting out.
We appreciate your patience and will gladly help you with this problem. I’d be happy to answer any inquiries by email, or we can arrange a call for [day] at [time]. Tell me what functions best for you. If you would like to resolve your problem by email, kindly provide me additional details so I can better understand your situation and determine how to handle your request.
Thank you.
(Your name)
Churn
To learn why this client opted to cancel, you should speak with them. Ask for input on what went well for them or what may be improved.
Approach:
- Thank them for their time and discover why they changed their mind.
- Avoid being overly forceful; some clients wish to keep their cancellation reasons private.
- Respect their choice and don’t try to persuade them to return.
- If they explain why they had to cancel, express gratitude.
Example:
Hello [customer’s name],
I saw that you chose to cancel your account. I was just curious if there was anything we might have done to enhance your interaction with us.
Would you mind telling us why you decided to cancel? Your comments will assist us in getting better.
I appreciate your honesty and time.
(Your name)
From the Sales Team to the Account Management Team
It’s time to hand off the account to your account management staff, as the customer has just purchased your service. This procedure needs to go as quickly as feasible.
Approach:
- Be appreciative that customers choose your business over the competitors.
- Describe their new contact person.
- Remember that you were their initial point of contact, so be prepared for email support inquiries.
Example:
Hello [customer’s name],
I would first want to express my gratitude for selecting [your company’s name] to give the [service you purchased, such as email analytics]. I wanted to present [new point of contact], who serves in the capacity of our POC. You’ll be in excellent hands since [she/he/they] is/are very knowledgeable about our goods!
Please don’t be afraid to contact me if you ever need to.
Thank you.
(Your name)
Price list
Invoices are regularly requested by clients who require them for their accounting department or to discuss with a supervisor.
Approach:
- Be detailed and evocative.
Example:
Hello [customer’s name],
I know your needs. I’ve prepared a detailed invoice for your particular service as per your requirement.
Please see the informational attachment below. I’ve provided:
[The service’s name]
- Quantity
- Description of the good/service
- Payout hyperlink
- Rate
Tell me if you require any other information.
Thank you.
(Your name)
Requesting a Review
It might be challenging to get clients to leave evaluations for your firm, but with a friendly and persuasive email, you’ll have the most excellent chance. This is a widespread practice in the B2B industry.
Approach:
- Be amiable and courteous.
- Be grateful that someone used your service.
Example:
Hello [customer’s name],
We wanted to ensure you enjoyed working with [name of your business]. Would you mind expressing your thoughts on the [form, website] experience?
Feedback constantly enables us to develop and discover areas for improvement.
I appreciate your review.
(Your name)
Customer Grievance
Working in email for support, you’ll get praise from satisfied customers and angry ones who occasionally have unpleasant comments. Whatever the circumstance, you must be able to manage it delicately, or it might damage your connection with the consumer.
Approach:
- understandable, kind, and patient.
Example:
Hello [customer’s name],
I get how frustrating [the problem] has been for you, and I’m anxious to put things right for you. Our technical support staff is aware of the matter due to my communication with them. We’re making a lot of effort to resolve the problem.
Please let us know if there is anything further, we can do to make things right.
Best,
(Your name)
Monitoring a Potential Customer
Follow-up with customers and prospects is one of the most crucial duties in email support services and sales. The sooner you respond to someone who contacts you or your company, the better your chance of winning is!
Approach:
- understandable, kind, and patient.
Example:
Hello [customer’s name],
I appreciate you reaching out to us.
I note that you indicated an interest in [describe the features of our product].
I’ve included a few resources so you can learn more about what we can do for you.
If you choose to proceed with us, I’d be happy to hop on a call if you are available to discuss the next steps. We can set up a call if you let me know when is best for you.
Please feel free to ask any queries you may have in the meanwhile!
Thank you.
(Your name)
Conclusion
By allowing you to concentrate on other, more pressing issues, using these email support templates will speed up your productivity and decrease the time it takes you to respond to emails. Please be aware that depending on the kind of message the client submitted, the content of each template will need to be altered.
Vserve has offered expert services to many businesses in various sectors for many years. We are the most outstanding choice for support services because of our experience in delivering world-class customer assistance, which may help your business increase sales, customer happiness, and customer loyalty.
