Customer Service Email Templates For Common Requests (Customizable)

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.

How to write a good customer support email

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

• 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

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 carefully. You might need to read between the lines here, but never assume! When in doubt, definitely ask them to clarify. 

Be empathetic

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! Before responding to a message or hopping on a call, make sure you have all the information you need to solve the ticket instantly. 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.

Customer support email templates you can copy & paste

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 paste, 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. 

Here are the templates we've covered below: 

• When you need to help your customer with onboarding or need to answer a product query
• When you need to give a customer pricing information
• When you want to ask a customer for feedback
• When you need to respond to a customer complaint
• When a customer has churned
• When a customer reports a bug
• When a customer suggests a feature
• When you write to inform a customer that their case has been marked as closed

1. Help your customer with onboarding

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

• 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. 

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 assist with those.

Thanks so much for your patience, 

[insert signature]

Chat message

Hi [customer name], thank you for reaching out to me! Sorry to hear that you’re having some trouble using our platform. Please check out this resource [insert link] to fix the issue.

2. Send your customer information about pricing

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. 

• Keep it short and factual
• Include resources they can look at
• Offer to set up a demo
• Hand off to your customer success or sales team, depending in the situation and your company policy

Email 

Hi [customer name], 

Thank you so much for reaching out to us. I have forwarded your question to our customer success team and they will get back to you shortly.

Let me know if you have any other questions. 

Thank you for your interest, 

[insert signature]

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]. I have asked our sales team to follow up with so, so they'll be in touch shortly to discuss your requirements.

3. 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 reach out to ask for feedback. 

• 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.

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 here [insert link to review site]?

We’d love your thoughts. 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]

Chat message

Hi [customer name], I just wanted to reach out to thank you for signing up. 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. 

4. 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. 

• Be respectful and polite
• 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 sessions for clues as to what went wrong

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]

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 soon. Thank you for your patience and understanding. Please feel free to let me know if there is anything else I can do for you. 

5. 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. 

• 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
• Rope your customer success team in for priority accounts

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]

6. 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. 

• 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

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]

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. 

7. 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. 

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

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. 

You can also check out our public roadmap here [insert link] to stay updated about what we have planned in the future and submit requests.

Best,

[insert signature]

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.

8. Notify a customer that a ticket has been closed

There are a few different kinds of these sort of templates, and we've given you options for a bunch of different closing ticket email templates here. In general, remember to: 

• Be professional and courteous
• Thank them for reaching out
• Inform them that their recent ticket has been closed
• Include that they are welcome to get in touch again if they have other issues.

Email

Hi [customer name], 

Thank you for reaching out to (company). We hope we were able to provide a satisfactory resolution to your issue.

This email is just to inform you that your recent support case [include case number] has been marked as resolved and has been closed.

If you have any other questions or concerns, please don't hesitate to reach out again. We're always happy to help!

Thanks again for choosing (company) and have a great day!

Best,

[insert signature]

Chat

Hi [customer name], thank you for reaching out to us and we hope we helped you solve [issue]. This is just to let you know that, unless you have any further questions, I'll go ahead and close this ticket. You are welcome to write to me if you ever need additional help.

Wrapping things up

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.