BEST CUSTOMER LETTERS GUIDE

Katerina Vinokhodova

Usedesk Co-owner

Today we're going to look at 10 typical customer support emails and tell you how to write a custom support response that customers will love.

1. We received your e-mail

Whenever someone sends you an e-mail, you should notify them of receipt to save them the worry of "Did they get it or not?", "When will they respond already?"

Bad

Hi!

We just received your request. We will get back to you as soon as possible. Make a note of your ticket number #1234567. Use it in future correspondence.

Customer Service

Remarks

Have you ever heard the word "thank you"?
The words "request" and "correspondence" are too formal, unless, of course, you are writing to the Office of the President.
Instead of making the customer worry about the ticket number, let them reply to that e-mail to update the ticket.
Personalization is important! Even if you're part of a large support team, send e-mails in your name.

Okay

Hi!

Thanks for your feedback! This is an automated response to let you know that we received your e-mail. I will reply to you shortly.
Thank you!

Petya Ivanov,
Customer Service

2. Requests for new features you're not working on right now

Every support team receives requests. If you're not actively working on them, tell the customer. To be honest, otherwise, customers will go to your competitors.

Ticket

Hi, support!!!

I've been looking for this feature and couldn't find it. Do you have it? If not, could you add it to the list of offerings?

Ivan

Bad

Hi!

Thank you for sending us your request. We get a lot of requests every day, so we're not in a position to answer them all. But know that we review every suggestion.

Feel free to let us know if you have any questions or comments.

Customer Service

Comments

Thank them for using your app, and offering ideas, not just "submitting" them, is not a word worth using.
You probably don't study "every" suggestion. Throw that phrase out because it's probably a lie.
The last paragraph is again too formal. Be more lively!

Okay

Hello Ivan!

Thank you for using our app!
We haven't added <that feature> yet. But I think it's a cool idea! With it, definitely <there write why it would be great to implement>.
We're not working on it now, but I'll send your idea to the team and see what they say.
If you have any other questions, just let me know, and I'll be happy to help. Have a great Tuesday!

Petya Ivanov,
Customer Service

3. Requests for new features you're currently working on

Since you know your team is working on it, let the client know. Even if you don't know the implementation timeline, the client will love that you're working on this new feature.

Ticket

Hi Support!!!

I've been looking for this feature and can't find it. Do you have it? If not, could you add it to the list of suggestions?

Ivan

Bad

Hi!

Thank you for sending us your request. We get a lot of requests every day, so we're not in a position to answer them all. But know that we review every suggestion.
Feel free to let us know if you have any questions or comments.

Customer Service

Comments

The same response as the previous e-mail.

Okay

Hello Ivan!

Thank you for using our app!
We haven't added <this feature> yet. But I think it's a great idea! We liked it so much that we recently started working on implementing it. I can't give you an exact deadline yet, but judging by the latest update, we're close to launching it.
If you have any other questions, just let me know, and I'll be happy to help. Have a great Tuesday!

Petya Ivanov,
Customer Service

4. Problems with the browser

There are often problems with the behavior of the browser itself. Outdated version, full cache, and God knows what else. Here's how you can clear up this issue.

Ticket

Hi, support!

My browser is not showing your site in the correct format. All the colors, backgrounds, and fonts seem to be moving off. What is the problem?

Ivan

Bad

Hi!

Usually, when this happens, it means that the browser has corrupted data. Could you try doing a hardware update and cleaning the cache? That will help fix the situation.
Let me know if that doesn't help.

Customer Service

Remarks

You have his name; use it!
"Damaged data", "hardware update", "clean cache"? Avoid complicated words.
Make sure you give clear instructions on what to do with the browser. Give a link to the support page that works best.

Okay

Hello Ivan!

This is a strange situation! I think there might be a browser issue here. Could you try clearing the cache, cookies and restarting it? I know it sounds scary, but I have instructions to help you.

If it doesn't work after that, can you try another browser? That way, we'll know if it's the browser or something else.

If it doesn't help or you have any questions, just let me know, and I'll be happy to help!

Petya Ivanov,
Customer Service

5. Extensions in the way

Given that you can have all sorts of extensions installed in your browser, one of them can get in the way of your application.

Ticket

Hello, support!

My browser doesn't show your site in the correct format. All the colors, backgrounds, and fonts seem to be moving off. What is the problem? The only thing I did was to update my browser extension this morning.

Ivan

Bad

Hi!

It looks like it was due to the browser extension. Talk to your browser support to figure out what's wrong.
Let me know if that doesn't help.

Customer Service

Note

Don't pass the buck. Help in any way you can.

Okay

Hi Ivan!

Sorry for the problems with displaying the app! If this happened after updating your browser, it might be the problem. Could you cancel the update and let me know afterwards if it's fixed? If the browser's cause, I'll email our developers and see what they can do about it.

Thank you!

Petya Ivanov,
Customer Service

6. Supported only by the new version of the browser

As browsers get better and better, your team starts dropping support for older ones. Just explain why and encourage the customer to upgrade to the latest version. It's in his and your best interest.

Ticket

Hi!

I have been asked to upgrade my browser from Internet Explorer 8 to 9. I would be reluctant to do that. Maybe there is some other browser that is compatible with your application?

Ivan

Bad

Good day, Ivan!

For the app to work better, you should run it in IE9, not your current browser. I apologize for the inconvenience.
If you have any questions, please write.

Customer Service

Remarks

Explain why you only support specific browsers. But in a way that they can understand.
Stay away from the phrase "inconvenient." Right now, a customer can't use your app because they have an old browser. It's not just inconvenient; it's a real problem. It's like being locked outside in your car.

Okay

Hello Ivan!

Thank you for using our app!

Our app was built with modern browsers in mind, so we discontinued support for older versions: they just can't provide the same performance. Reliance on these older browsers will mean that we can't optimize our interfaces or offer enhanced features to customers in our app - it will mean slower progress, even less progress, and in some cases, no gain. We want to provide the best app experience for the vast majority of our customers, but support in older browsers would keep us from moving forward.

Check for browser compatibility at the link here.

If you have any other questions, just let me know, and I'll be happy to help. Have a great Tuesday!

Petya Ivanov,
Customer Service

7.The firewall blocks e-mails

If the client has a reasonably strict firewall, e-mail notifications from your application may be blocked.

Ticket

I no longer receive e-mail notifications from your forum. What is going on?

Ivan

Bad

Hi Ivan,

Follow these tips to fix the problem:

1. Make sure you have configured your notification settings.
2. Check spam to make sure the e-mails coming from us are not in this folder. If they do, be sure to add our e-mail domain to the safe sender list in your e-mail account.
3. If the e-mails are still not coming in, please contact your ISP to ensure they are not blocking traffic coming from us.

If the problem persists, please let us know.
Customer Service

Comments

First of all, don't write like a robot. But I think you can hear yourself sounding like a soulless robot.
Go ahead and give them the IP addresses telling them how to tell their IT department. It will take time, but IT can make sure. that nothing is blocked from that address.
If none of this helps, check your e-mail logs and see if you are sending e-mails correctly. IT can always help with the logs.

Okay

Hello Ivan!

I'm sorry about the trouble with the e-mails.

Would you be kind enough to check that both < e-mail addresses> are on your mail server's whitelist? Sometimes our forum notifications can get caught in spam filters. The domain and IP from which messages are sent: [[insert domain/IP address here]].

If you send me a link to a post where you didn't receive a notification but should have, I'd be happy to look at our event log and trace the e-mail's path. It would help IT understand what the problem is.

Thank you! Petya Ivanov
Customer Service

8. Online only

Customers will ask about using your app when they are on a plane or have no internet access.

Ticket

Hello!

Is your cable TV app available online only? What if I don't have internet access?

Ivan

Bad

Hello,

Our app is only available online at the moment. Sorry for the inconvenience.
Please reply to this e-mail if you have any questions.

Customer Service

Comments

The "inconvenience" phrase again.
Show some empathy. Don't just unsubscribe.

Okay

Hello, Ivan.

At the moment you can watch the series only with an internet connection. I understand how frustrating this can be. I am without internet access on weekends and know what it's like to miss an episode. I finally downloaded the new episode yesterday and hope to watch it soon!

If you have any other questions, please reply to this e-mail, and I'll be happy to help. Have a great weekend!

Petya Ivanov,
Customer Service

9. Critique

You will always get letters from dissatisfied customers criticizing your product. Some of them are similar; some have their specifics. Here's the best way to handle them.

Ticket

Your phone service sucks.

Ivan

Bad

Hi,

Sorry for the inconvenience with our service. What exactly is not working for you? I'll pass it on to our specialists.

Customer Service

Remarks

Say you're sorry. You are here to help people, don't piss them off by starting with the wrong thing.
Clarify what they like and don't like. This will help you understand how clients use your service.

Okay

Hello Ivan!

I'm sorry, I apologize that you found our service useless! What did you like and dislike about it? I'd be more than happy if we could help in any way.

Petya Ivanov,
Customer Service

10. Acknowledgements

Ticket

Hi all!

The case is done!!! Thanks for helping fix it!

Petya

Bad

Hi Petya.

Glad we were able to fix the problem. Write to us if you have any more questions.

Customer Service

Remarks

The corporate robot wrote the letter again.
Cheer up! Leave a memory of yourself, make him smile.

Okay

Hi, Petya! Glad it's all fixed.

Just remember our e-mail if you need help. (Well, help with our app. I have no idea where to get a good vacation in Alaska).

Petya Ivanov,
Customer Service

Conclusion

So, tips and tricks to use when writing responses to customers.

Use your name!
Customers like it better when they are told "Hello, Ivan!" than the standard "Hello!" or "Hello."

Thank them for using the app.
The customer usually has a lot of options, but they chose you. Tell him or her thank you sincerely.

Talk like they do.
Don't use official vocabulary or words you wouldn't use in real life.

Write as you might write to a friend.
Use short sentences. Break up long sentences into several short ones. Clients read the letter, not the novel.

If you can, talk about new features.
This will show that your team is continuously working on the app.

End your e-mail on a positive note
"Have a good Friday!" - The specific date in the last line will let the customer know that you are alive and responding on that particular day.

These "good" letters don't claim to be the truth in the last resort; you don't have to copy them.
The main thing is to learn how to talk to your clients through good and bad examples. Be yourself, don't forget that you are the voice of your company.

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