One of the keys to answering customers quickly without loosing quality is canned responses. Canned responses are text templates that your company can use to quickly answer customers using a boilerplate that you can customize for each person you're addressing.
Canned responses are a great resource to keep your team aligned and maximize your value with outstanding support.
Here are 5 killer email templates you can start using today in your own business for great customer support.
Message Received
When to use: you have an important email, you want you customer to know that you have received his/her message and he/she's important. Send a nice notification showing you have received the email.
Template:
Hi {{customer.first_name}},
This is {{user.first_name}} from [COMPANYNAME]. Thanks for your email.
👍 I got your email, and I'm doing my best to get to it as quickly as possible. I'll get back to you asap.
Thanks for your patience,
{{user.full_name}}
{{user.email}}
Good to know: use template variables to make your email more personal.
General Message Template
When to use: it's always good to have a boilerplate that everyone can use in your team with the same greetings style and signature template. This one works for pretty much every email you have to write manually.
Template:
Hey {{customer.first_name}},
👋{{user.first_name}} here from [COMPANYNAME]. Thanks for reaching out.
[INSERT YOUR CONTENT HERE]
Feel free to get back to me should you have any other request!
Best,
{{user.full_name}}
{{user.email}}
Good to know: you should split out the header and footer of your email, so you can reuse them like building blocks for your other canned responses (learn more about those here).
Handle Unhappy Customer
When to use: whenever you are facing a customer complaining or not happy about your product or service, it's important to choose every word. Here's a template you can use as a starter.
Template:
Hello {{customer.first_name}},
👋{{user.first_name}} here from [COMPANYNAME]. Thanks for reaching out.
I understand your frustration 100%, and we put our customers at the top of our priorities, so your concern is important to us.
[INSERT YOUR CONTENT HERE]
If I haven't been able to meet your expectations for any reason, please let me know and I'll do my best to make it up to you. I'm the person in charge of your case and I won't let you down!
Best,
{{user.full_name}}
{{user.email}}
Good to know: it's always good to rephrase to show you have understood the problem, and offer a concrete solution.
Ask for feedback
When to use: once you have closed the case and your customer is happy, seal the deal and ask for feedback and/or a review. A happy customers is more likely to praise your customer service after a successful exchange with your team!
Hey {{customer.first_name}},
Just following up on our discussion. I hope 🤞I've met your expectations and you are happy with our service.
It's really important for me to check you're 100% happy with my job, so would you take a minute to leave me a review on the link below:
[INSERT YOUR LINK HERE]
Your feedback matters a lot, so thanks!
Best,
{{user.full_name}}
{{user.email}}
Good to know: it's great to send that a day or two after the case is solved.
Calendly Link
When to use: if you're dealing with B2B customers, or offering one-on-one meetings, this canned response will be just great to automatically send your Calendly link to book a time slot.
Hello {{customer.first_name}},
Here's a link to my calendar, where you can book a one-on-one with me directly. Please make sure to leave your contact info so I can get back to you as soon as you have chosen a time slot.
📅 [INSERT YOUR LINK HERE]
I'll be in touch soon after,
{{user.full_name}}
{{user.email}}
Good to know: it works great with any Calendly alternative.
