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Effective Client Visit Email Sample: Tips and Examples to Follow

Are you struggling with how to write a client visit email that will grab their attention and effectively communicate your purpose? Look no further because we’ve got you covered with some great samples. Whether you’re meeting a client for the first time or following up on a previous conversation, crafting a well-worded email can make all the difference.

With our client visit email samples, you can find examples that meet your unique needs and edit them as necessary. The samples cover a range of situations, from requesting a meeting to setting an agenda and following up on action items. By using a proven format, you can save time and ensure your email is professional and persuasive.

Don’t let the fear of a poorly-worded email hold you back from making the most out of your client visits. With our client visit email samples, you can build confidence in your communications and win over your clients. So, take a look and get started today!

The Ideal Structure for a Client Visit Email

If you are planning on visiting a client, sending an email beforehand is a courteous and professional way to inform them of your plans. However, a poorly written email can lead to confusion, misunderstandings, and ultimately, damage your relationship with the client. In this article, we will discuss the ideal structure for a client visit email that will make a positive impression on your client and increase the chances of a successful visit.

Clear Subject Line

The first and most important element of a client visit email is the subject line. Your subject line should clearly and concisely communicate the purpose of your email. Avoid vague or generic subject lines such as “Client Visit” or “Meeting Request.” Instead, use specific and descriptive subject lines such as “Follow-up Meeting to Discuss Project X” or “Introduction Meeting with New Team Member.”

Greeting and Introduction

Beginning your client visit email with a friendly greeting and a brief introduction is a great way to establish rapport and set the tone. Start with “Dear” followed by the client’s name, and follow up with a sentence or two that introduces yourself and your role within your organization. This will help the client to quickly identify who you are and why you are reaching out to them.

Purpose of Visit

The body of your email should clearly state the purpose of your visit. This could include a follow-up meeting to discuss a project, a routine check-in, or a new product launch presentation. Be specific about the purpose of your visit, and provide any necessary context or background information to help the client fully understand the reason for your meeting.

Proposed Date and Time

After introducing the purpose of your visit, suggest a few possible dates and times that work for you. Make sure to list at least two or three options to provide flexibility for the client. Be aware of any time zone differences and ensure that your proposed time slots are suitable for the client’s schedule and availability.

Logistics and Agenda

Next, include any logistical details or requirements that the client needs to know. This could include directions on how to reach your office or meeting location, any security checks that need to be done in advance, or any special equipment or software needed for the meeting. Additionally, provide a high-level agenda of the meeting to give the client a rough idea of what to expect, and allow them to prepare any questions or concerns they may have.

Finally, close your client visit email with a courteous and professional farewell. Thank the client for their time and consideration, and express your excitement about the upcoming meeting. Make sure to provide your contact details and encourage the client to reach out to you if they have any questions or concerns. End your email with a polite and professional sign-off such as “Best regards,” “Respectfully,” or “Sincerely.”

In conclusion, by following this structure for your client visit email, you will ensure that your email is clear, professional, and effective. Remember to keep your email concise and to the point, and avoid any unnecessary details or information. A well-written client visit email can go a long way in building and maintaining a positive relationship with your clients.

7 Client Visit Email Samples

Sample 1: follow-up visit.

Greetings Mr. John,

Thank you for your warm hospitality on our last visit to your office. We were ecstatic to meet with you and discuss your company’s projects in detail. I am writing to see if you would be available for another visit this week as we require additional information to finalize the proposal.

We are hoping to gain a deeper insight into your team structure and communication processes to deliver a solution that tailors your unique needs. Please let us know if your schedule allows us to come and meet you. We would be happy to adjust our timings to fit your schedule.

Kind regards,

Sample 2: Cross-sell Visit

Dear [Client Name],

I hope this email finds you in good health and spirits. I am reaching out as I believe that you may benefit from our new range of products as they are designed to supplement your existing services. The products have been carefully created to integrate seamlessly with your unique business processes and provide a better experience for your customers.

I would like to schedule a visit with you to discuss how our products can complement your services and offer an overall superior experience for your customers. Our products range from basic to advanced which means we can cater to your specific needs and budget. Please let us know your availability, and we’ll make sure to schedule the visit at your convenience.

Best regards,

Janet Smith

Sample 3: Referral Visit

Hello [Client Name],

I hope this email finds you doing great. I enjoyed working with you and appreciate the time we spent together. I have a mutual acquaintance, [Name], who is looking for a company that specializes in [Service/ Product].

I thought your company would be a great fit, considering both the experience you have and the quality of your work. I have referred [Name] to you, and they will be reaching out to schedule a visit with you. Please let me know if there is any way I can assist or manage the introduction. I am here to be of help

Sample 4: Training Visit

Thank you for availing our [Training Name] Program. We hope that the training was beneficial for you and your team. We consistently strive to improve and update our courses, so your feedback will be valuable to us.

Since the [Training Name] Programme has extensive coursework, I wanted to schedule a visit with you to review the content, answer any questions you may have, and ensure that the training’s concepts are well integrated into your team’s work processes. Please let me know your availability, and we’ll make sure to schedule the visit at your convenience.

Thank you for choosing us as your training provider.

Sample 5: Personal Attention Visit

Hello there [Client Name],

I hope this email finds you doing well. I wanted to reach out to you to thank you personally for your business and loyalty. Your trust in us matters a lot.

We care for our clients, and our focus has always been to provide you with the best service possible. We strive to create long-term relationships and would love to learn more about how we can improve our service to provide you with an even better experience. It would be a pleasure to schedule a visit with you to discuss your business needs and review the ways we can support you better.

Please let us know your availability, and we’ll make sure to schedule the visit at your convenience.

Sample 6: Resolution Visit

I am sorry to hear that you were not satisfied with our services. Your satisfaction is our topmost priority, and we want to make things right. I request a follow-up visit with you to discuss your concerns and feedback and address them in a timely manner.

Please be assured that we always aim towards excellence, and we want to make your experience with us a great one. We will work tirelessly to address your concerns and resolve any issues you may encounter. Please let us know a time that works for you, and we will arrange a visit promptly.

Thank you for your continuous support and trust.

Adam Wilson

Sample 7: Add Value Visit

Hi [Client Name],

I hope this email finds you doing well. I am writing to pass along a trend we have observed in the industry recently. We believe that it may benefit your operations since it involves a [specific topic/area of work].

I would like to set up a visit with you to discuss this trend in greater detail and identify ways to incorporate it into your business operations. Our goal is to provide you with the most value possible and help you stay ahead of the competition. Please let us know if we could schedule a visit with you to discuss further.

Thank you for your time and attention,

Brian Evans

Tips for Writing an Effective Client Visit Email

Client visits are a crucial part of building and maintaining relationships with your clients. Before you hop on a plane or get in your car, you should always send a client visit email to inform your clients about your upcoming visit. Here are some tips for crafting a great client visit email:

• Make it clear and concise: Keep your email short and to the point. Your clients are busy people who don’t have time to read lengthy emails or decipher confusing language. Be clear about why you’re visiting, when you’re arriving, and what you hope to accomplish during your visit.
• Personalize it: Clients want to feel valued and appreciated. Take the time to personalize your email by addressing it to each client by name. This will help to establish a personal connection and show your clients that you care about them as individuals.
• Include an itinerary: Provide your clients with a detailed itinerary of your visit. This should include the dates and times you will be available to meet with them, as well as any scheduled activities or events. This will help your clients plan their schedules accordingly and ensure that they have plenty of time to meet with you.
• Be specific: Don’t leave your clients guessing about what you’re hoping to achieve during your visit. Be specific about the goals you have for the trip, and how you think each client can help you achieve them. This will show your clients that you have a well-thought-out plan and that you value their input and participation.
• Provide contact information: Make sure you include your contact information in the email, including your cell phone number and email address. This will give your clients an easy way to get in touch with you in case of any last-minute changes or issues.
• End with a call to action: End your email with a clear call to action, such as “I look forward to seeing you soon!” This will help to create a sense of urgency and excitement around your visit, and encourage your clients to carve out time in their busy schedules to meet with you.

By following these tips, you can ensure that your client visit email is effective, professional, and engaging. By taking the time to craft a thoughtful email, you’ll not only improve your chances of a successful visit, but you’ll also show your clients that you value their time and partnership.

Frequently Asked Questions about Client Visit Email Sample

What is a client visit email.

A client visit email is a message sent to a client to give them details about an upcoming meeting or visit. It usually includes information such as the date, time, location, and purpose of the visit.

What should I include in a client visit email?

You should include the purpose of the visit, the date and time, the location, any preparations needed, and any other details that will help the client prepare for the meeting.

How can I make my client visit email more effective?

You can make your client visit email more effective by making it concise, professional, and clear. Use bullet points to highlight important information, and make sure your tone is friendly and positive.

When should I send a client visit email?

You should generally send a client visit email at least a week in advance of the visit to give the client time to prepare. If it’s an urgent meeting, you can send it as soon as possible.

Can I include attachments in my client visit email?

Yes, you can include attachments such as agendas, maps, or relevant documents in your client visit email. However, make sure that the files aren’t too large, and that they’re relevant to the visit.

What tone should I use in a client visit email?

You should use a professional and friendly tone in your client visit email. Avoid using jargon or overly technical terms, and make sure your message is easy to understand.

What if my client visit email doesn’t get a response?

If you don’t receive a response to your client visit email, you can follow up with a polite reminder a few days later. You can also try contacting the client by phone to confirm the details of the visit.

Thanks for Reading!

Well, that’s all from me on the client visit email sample. Hopefully, these tips and examples have given you some inspiration for crafting your perfect client visit email. Good luck with your next visit – and don’t forget to include these essential elements! Thanks again for reading, and be sure to check back soon for more helpful tips and tricks. Happy emailing!

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• 15 Empathy-driven Customer Service Email Templates

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This blog unveils 15 customer service email templates to tackle common queries, ensuring your responses are not just timely but also personalized and professional.  

We’ll also explore best practices for crafting these emails and discuss how integrating them with a Service CRM software can automate and streamline your customer services .  

Let’s dive in. 

15 Empathy-driven Customer Service Email Templates 

1. delayed shipment .

If a customer wants to track their order, inquire about delays, or request changes to an existing order, you can use the following template. 

Subject: Update on Your Order Shipment  Dear [Customer Name] ,  We understand how important it is to receive your orders on time. Unfortunately, due to [reason for delay], your order [Order Number] will arrive later than expected. We sincerely apologize for this inconvenience and appreciate your patience and understanding.  Best regards,  [Your Name]   [Your Company]  

2. Incorrect Order Received 

When a customer receives an incorrect order, they might want to replace it or seek refund. Depending on the order value and the return policy, you can frame your response.  

Subject: Correction of Your Recent Order  Dear [Customer Name] ,  We’re sorry to hear that you didn’t receive what you expected. It’s important to us that you get exactly what you ordered, and we’re on it. Please keep the incorrect item as a gesture of our apology. We’ll expedite the correct order to you.  Warm regards,  [Your Name]   [Your Company]  

3. Product Malfunction 

Subject: Assistance with Your Product Issue  Dear [Customer Name] ,  We’re truly sorry that your experience with [Product Name] hasn’t been perfect. We stand by the quality of our products, and we’d like to make this right. A replacement is on its way, and we’ve included details for a hassle-free return of the faulty item.  Kindly,  [Your Name]   [Your Company]  

4. Billing Error 

If a customer has questions about their bill, disputes charges, or needs help with payment methods, you can use the following customer service email template to respond to them. 

Subject: Correction of Your Billing Statement  Dear [Customer Name] ,  Thank you for bringing the billing error to our attention. We apologize for any confusion and have issued a correction. Please find the updated statement attached. We value your trust and patience.  Sincerely,  [Your Name]   [Your Company]  

5. Website Technical Issues 

If a customer can’t use a feature, encounters error messages, or experiences software malfunctions, you can use the following template. 

Subject: We’re Working on the Website Glitches  Dear [Customer Name] ,  We’ve noticed some technical hiccups on our website that may have affected your experience. We’re sorry for any trouble this caused. Our team is working hard to smooth things out, and we expect to have everything running smoothly very soon.  Thank you for your understanding,  [Your Name]   [Your Company]  

6. Long Wait Times 

If a customer had to wait longer than usual to connect with your support agent, you can acknowledge that and assure customer for a call back using the following email template. 

Subject: Thank You for Your Patience  Dear [Customer Name] ,  We know your time is valuable, and we’re sorry to have kept you waiting longer than usual. We’re experiencing higher than normal volumes, but be assured, we’re expanding our team to serve you better and faster.  With gratitude,  [Your Name]   [Your Company]  

7. Feedback Acknowledgment 

Here’s how you can acknowledge the feedback from customer through email. 

Subject: Your Feedback is Invaluable  Dear [Customer Name] ,  We’re grateful for your honest feedback. Hearing from customers like you helps us improve. We’re taking your suggestions to heart and are already exploring ways to implement changes.  Warm wishes,  [Your Name]   [Your Company]  

8. Service Outage 

In case of service outage, you can inform customers using the following template.  

Subject: Update on Service Availability Dear [Customer Name] ,  We’re sorry for the unexpected service outage you experienced. We know how disruptive this can be. Our team resolved the issue, and we’re taking steps to prevent future occurrences. We appreciate your understanding.  Regards,  [Your Name]   [Your Company]  

9. Cancellation Request 

When a customer posts a product or service order cancellation request, you can respond to them using the following email template. 

Subject: Confirmation of Your Cancellation Request  Dear [Customer Name] ,  We’ve processed your request to cancel [Service/Product] . While we’re sad to see you go, we respect your decision and hope to serve you again in the future. If there’s anything we can improve, please let us know.  Best,  [Your Name]   [Your Company]  

10. Negative Review Response 

When a customer posts a negative review on public platforms, you can handle this situation acknowledging their experience and the corrective measures you’re willing to take. You can also respond to them personally through email. It shows that you genuinely care about their experiences with your brand. 

Subject: We Hear You  Dear [Customer Name] ,  Thank you for your candid review. We’re sorry that your experience didn’t meet your expectations. We’re committed to making things right and would love the opportunity to discuss how we can earn back your trust.  Sincerely,  [Your Name]   [Your Company]  

11. Account Suspension 

A customer has trouble activating their software license, encounters error messages, or needs help with the activation process. In this case, you can use the following template. 

Subject: Important Information About Your Account  Dear [Customer Name] ,  We’ve noticed unusual activity on your account and have temporarily suspended it for security reasons. We understand this may be concerning, and we’re here to help you resolve this as quickly as possible.  Kind regards,  [Your Name]   [Your Company]  

12. Return Process Inquiry 

If a customer wants to return a product, request a refund, or inquire about the return policy, the following template could help. 

Subject: Easy Returns with [Company Name]   Dear [Customer Name] ,  We want to ensure your return process is as smooth as possible. Please find the return instructions attached. If you need further assistance, don’t hesitate to reach out.  Yours truly,  [Your Name]   [Your Company]  

13. Price Adjustment Request 

In case a customer wants to cancel a subscription, change their plan, or inquire about billing details for their subscription, the following email template from customer service department could help.

Subject: Your Price Adjustment Inquiry  Dear [Customer Name] ,  We understand that finding the best value is important. We’ve reviewed your request and are happy to inform you that we’ve made a one-time price adjustment. Please find the details attached.  Best wishes,  [Your Name]   [Your Company]

14. Loyalty Program Information 

If your customer has raised a ticket to inquire about loyalty programs, you can use the following template. 

Subject: Get More with Our Loyalty Program  Dear [Customer Name] ,  We’re excited to share more about our loyalty program. It’s our way of saying thank you for being a valued customer. Please find all the benefits and how to enroll attached.  Cheers,  [Your Name]   [Your Company]  

15. Privacy Concerns 

When a customer has questions about data security practices, reports a potential security breach, or needs help recovering lost data, you can use the following email template. 

Subject: Your Privacy Matters to Us  Dear [Customer Name] ,  We take your privacy concerns seriously. We want to assure you that protecting your personal information is a top priority. If you have specific concerns, please let us know how we can provide further reassurance.  Respectfully,  [Your Name]   [Your Company]  

Bonus – Handling Irate Customers 

This template aims to acknowledge the customer’s frustration, apologize for the inconvenience, and offer a direct line of communication to resolve the issue. Personalization and a genuine tone are key to effectively handling irate customers. 

Subject: Your Concerns Are Our Priority  Dear [Customer Name],   I understand that your experience with us has not been satisfactory, and for that, I am truly sorry. We aim to provide the highest level of service, and it seems we have fallen short. Please know that your concerns are being taken seriously and we are here to ensure they are addressed promptly.  I would appreciate the opportunity to discuss this further with you. Could you please provide more details about the issue, or if you prefer, we can arrange a call at a time that suits you best? Your satisfaction is our priority, and we are committed to resolving this matter to your complete satisfaction.  Thank you for your patience and understanding. I look forward to your reply so we can make things right.  Warm regards,  [Your Name]   [Your Company]   Customer Service Team

12 Best Practices for Writing Customer Service Emails 

Follow these practices to write effective emails that resolve issues, build trust, and enhance customer satisfaction. 

• Use the customer’s name to make the email feel more personal and less like a generic response. 
• Acknowledge the customer’s feelings and show empathy . Phrases like “I understand how that must be frustrating…” can go a long way. 
• Avoid jargon and complex language . Keep your sentences short and to the point to ensure the customer can easily understand your message. 
• If there’s an issue, take ownership without placing blame on the customer or other team members. 
• Respond as quickly as possible . Even if you don’t have a solution right away, let the customer know you’re working on it. 
• Always provide a solution or next steps . If the issue requires further investigation, set expectations for follow-up. 
• Keep the tone positive and friendly, even if the customer is upset. This can help de-escalate a tense situation. 
• Before sending, make sure to check for spelling and grammar errors . This helps maintain professionalism. 
• Close with a thank you note . Show appreciation for the customer’s business and for bringing the issue to your attention. 
• If appropriate, follow up with the customer after the initial interaction to ensure their issue has been resolved to their satisfaction. 
• While templates can save time, make sure to customize them for each customer to avoid a robotic tone. 
• Make sure to include any relevant information or reference numbers that will help the customer understand the context . 

Use Technology and Save Time 

When it comes to sending automated or templatized responses, Service CRM is the way to go. 

You can save email templates in a service CRM and use them as needed with slight modifications. 

Most Service CRM systems have a feature for creating and saving email templates. Locate this feature in your CRM’s email or messaging section. 

Here are the general steps you can follow to save time while sending response to customers. 

• Select the option to create a new template . This will usually open an editor where you can compose your email. 
• Write your email as you would normally, including placeholders for personalization , such as [Customer Name] or [Order Number]. 
• Utilize merge tags or dynamic fields provided by the CRM to automatically fill in customer-specific information when the template is used. 
• Give your template a descriptive name and save it within the CRM. Ensure it’s categorized correctly for easy retrieval. 
• Send a test email to yourself or a colleague to ensure the template looks correct and that merge tags are working properly. 
• Make sure your service agents know how to access and use the templates. Provide training if needed. 
• When using a template for a real customer interaction, make slight modifications to personalize the message further and address the specific situation . 
• Regularly review and update your templates to ensure they remain effective and reflect any changes in your service policies or brand voice. 

By following these steps, you can efficiently manage email communication within your CRM , ensuring consistency in your customer service while also allowing for the necessary personal touch. 

If you’re looking for a Service CRM to manage your customer interactions, give LeadSquared a shot. 

Contact us to understand the complete capabilities of the platform. 

More in this series:  

• What is Customer Service? A Complete Guide with Examples   
• Understanding the Difference between Customer Service and Customer Support   
• The Power of Customer Service Automation: Benefits and Examples  
• 10 Crucial Customer Service Metrics for Success  
• Omnichannel Customer Service: Why Is It the Need of The Hour  
• Omnichannel Support: Definition, Popular Channels, and Best Practices  
• Empathy in Customer Service: How to Build Genuine Connections  
• 10 Best Customer Service Software in India for Great Support
• How to Write Effective Customer Service Emails  
• 15 Customer Service Email Templates  
• 15 Highly Effective Customer Service Scripts to practice  
• 10 Examples of Excellent Customer Service in Banking  

Nidhi is a content writer/editor at LeadSquared. She works closely with sales professionals and senior management to bring their outlook into her write-ups. Connect with her on LinkedIn or write to her at [email protected].

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15 Sample Email Templates for Customer Service

Customer service agents respond to a wide range of queries – but thankfully, most questions aren’t unheard of. Agents don’t need to reinvent the wheel for every question about pricing, software set up, troubleshooting, or any other common problem. Instead, they can use customer service email templates to cut response times and provide consistent service.

But, building a library of templates that is both effective and easily modifiable takes time in itself. That’s why we wrote these customer service email templates for you, based on 15 different scenarios, so you can choose and tailor them as needed.

First, here’s some advice on how to write customer service emails

Every great act of customer service has a few key things in common. Before responding to customers via any channel, make sure you’ve:

• Understood what they’re saying . Hold off on replying until you’ve carefully read what the customer wrote. Do they have an issue or a question? Are they frustrated or concerned? Be sure to understand what they’re saying and where they’re coming from. Sometimes this might mean reading between the lines and intuiting problems not specifically documented.
• Empathized with their situation . This can often be hard to do when reading aggressive (or passive-aggressive) messages. But offering excellent service means taking a step back and putting yourself in your customer’s shoes. They may not always be right, but this approach will help you address customers genuinely — and they’ll remember that.
• Gathered all the information you need . Mark Twain once famously said, “'It ain't what you don't know that gets you into trouble. It's what you know for sure that just ain't so.” Make sure you fully understand the situation before hitting “send.” For example, if a customer is having a problem with a new feature you haven’t learned yet, consult a product expert on your team to get the rundown.
• If you can't understand or need more info, ask . You don't have to always reply with an answer, you can also reply with a question. If you don't fully understand what the customer is asking or if you need their information to check the issue, tell them – it's better than guessing and getting it wrong.

This advice will help you create effective responses. Some other tips for customer service :

• Address your customer by name
• Look up the customer’s role in their company, if needed, to respond with the right information
• Be friendly, but measured
• Include links and references (if appropriate)
• Follow up on your initial response

If these seem like a lot, don’t worry – that’s what templates are for. By customizing the ready-made text, you can both achieve a personalized approach while reducing the burden of finding the right words from scratch. Here are our customer service email templates.

15 samples of customer service email templates

The customer service email templates below contain guidelines on tone and structure appropriate for different scenarios. Any words included in brackets are placeholder text you can replace with what makes sense for your business (or remove altogether if it doesn’t apply to you). Whenever you see these symbols { } it means you should add a link over that text.

Also, we have included ideas for subject lines where appropriate. Keep in mind that writing subject lines that’ll make people click is a science that often requires some testing, but you can draw ideas from our examples below.

Check out our list of 15 proven customer service email templates:

• Responding to a frustrated customer who churned

Responding to a customer who churned on good terms

Responding to a frustrated customer who’s asking for a resolution, responding to a customer complaint.

• Providing the answer to a customer issue or query

Following up with a customer email

Onboarding email to new customers, informing a customer about a renewal opportunity, informing a customer about their contract having expired, checking in with a new customer, thanking a customer for positive feedback, asking for customer feedback on a purchase, requesting a customer fill out a csat, refusing a discount request, exploring the possibility of content collaboration, responding to a frustrated customer who churned (apology).

Mistakes happen, and sincerely apologizing to a customer after an inconvenience is a great way to maintain a relationship while acknowledging their frustration.

These emails should show empathy and understanding while remaining respectful and honest.

Hi [Customer name],

Thanks for reaching out. Satisfying our customers is very important to us and I’m sorry we couldn't meet your requirements. I fully respect your decision and can only apologize for any problems your business experienced.

[I’ve arranged for a refund and asked our account management team to take care of any paperwork necessary.]

Should you change your mind, I’ll be here to help you any way I can.

[Your name]

If you’re parting on good terms, don’t burn any bridges – after all, customers may return down the line. Be friendly and take steps to keep in touch.

On behalf of my team, we’re all sad to see you go. We’re pleased to have collaborated with you all this time and hope our services were useful.

I hope we’ll stay in touch and get to work together again in the future. Please don’t hesitate to provide feedback and suggestions to help us improve, even from afar.

Best of luck!

These emails should reassure the customer and provide adequate help. Focus on getting the issue resolved.

I’m sorry for the trouble you’ve been having with [this feature]. My team and I are doing everything we can to resolve this as fast as possible. [Include steps you are taking, if applicable.]

In order to support you through this, I need some information from you. Could you tell me [important information]?

Meanwhile, here are some actions you can take that may resolve the issue: [state actions like restart, resubmit, etc.]. If these don’t work, I’ll get back to you [within one business day] with an alternative solution.

This is often difficult to respond to without getting defensive – but you must resist! Be respectful and understanding and make sure to follow through with the complaint .

I’m very sorry you had this experience. It’s always important for us to [address a company value here, e.g. respond quickly to our customers.] [Address the heart of the complaint, e.g. “Having made you wait an hour on hold is unacceptable.”]

I’ve passed this on to my team – we’ll make sure we get better as we grow and learn. [We appreciate your time, and we’ve applied a $5 discount off your next purchase.] Thank you for your patience and let me know if I can help in any way.

I apologize again for any inconvenience.

Providing the answer to a customer issue/query

The tone of this email should be positive – you’re able to provide good news, after all. Make sure you clarify any details and ask the customer if they need anything more.

Thanks for reaching out! I have an answer to your question about [topic]. 

[Detail your answer, providing helpful insight into why an issue happened or background on company info].

If you have any more questions or come across any other issue, let me know, I’ll be happy to help.

Have a great day,

It’s important to follow up whenever possible. You don’t need more than a couple of lines to show customers that you care about their experience with your product or service .

Hope you’re doing great. I wanted to check in with you regarding the issue you had the other day. Was it resolved? Do you need any additional help? I’d be happy to assist you in any case.

This email should be enthusiastic so as to set the tone for your collaboration with the customer. You’ll also want to reassure the customer that they’ve made the right choice and help them get up to speed quickly.

Ensure the customer onboarding process is streamlined, simple, and easy.

Here are some subject line ideas to draw from:

Example 1 : Hi [ Customer name ]! Get started with [ Your company ]

Example 2 : Welcome to [ Your company/product/service ], [ Customer name ]! See your first steps

Hi [Customer name], 

It’s great to have you here, thanks for choosing us! I’ll be your guide during this onboarding period. As we learn more about one another, my goal is to ensure you have a positive experience and get the most out of our [product/service].

I’ve attached a [slide deck, PDF, brochure, chart] mapping out the steps of your onboarding. As a first step, please {follow these instructions} to customize your account. Also, here are some resources you might find useful:

Product Webinar: We’re hosting a live webinar for our customers on [Date]. Our agenda will include a quick overview of useful features and a Q&A by our [VP of Customer Success]. Register {here}!

Resources: Visit our {Blog and Help Center} for detailed information, tutorials, and advice.

Don’t hesitate to reach out to me or my colleagues if you have any questions.

This email can be sent by an account manager or another employee responsible for renewals. It serves as a reminder but can also help the customer decide to renew if they’ve been on the fence. If there’s any way to create a sense of urgency, go for it.

Example 1 : [ Customer name ], want to keep using [ Your service ]? 

Example 2 : Your [ contract/subscription ] is expiring soon

We’d like to thank you for using our product for the past [year] and hope we’ve made a difference for you. We’ve been excited to help you hit your milestones in [boosting sales, creating greater efficiencies] on your team.

Your contract is expiring in [two weeks] and I wanted to check in with you about next steps. If you’re considering renewing or upgrading your contract with us, I’d be happy to walk you through the details. [If you renew before the end of this week, you can benefit from our one-time discount for existing customers].

Depending on your current needs, we can also schedule a short demo, so you can see the recent improvements we’ve made and how they can be useful to you.

Feel free to schedule a call with me by clicking on {this link} or replying to this email. Looking forward to hearing back from you.

This email should be mostly informative, but also make sure the customer knows they can renew their contract.

The subject line could be similar to the renewal opportunity template:

Example 1 : [ Customer name ], want to renew [ Your service ]? 

Example 2 : Your [ contract/subscription ] has expired, here’s what to do

Thank you for using our product for the past [year]. Your contract expired on [Date] and you no longer have access to your account.

If you’d like to renew or upgrade your contract, please let me know. We can complete the renewal process in [two business days], restore your access and get you up and running again.

Feel free to book a call with me by clicking on {this link}.

This email could be part of your account management efforts. Your goal will be to make sure the customer knows how to use the product, is aware of any improvements or new features, and feels that you’re there to answer any questions.

Example 1 : [ Customer name ], how do you find [ Your service ] so far?

Example 2 : [ Customer name ], can we help you with anything?

Hope you’re well. I’m checking in to see if you have any questions or need any help with our product. We’ve added quite a few features lately and I know it might be difficult to keep track of all our releases. I’d be happy to show you the ropes and address any queries you may have.

As a reminder, here’s a {link} to our Knowledge Base where you can find more information about our product and company at any time.

If you have customers who go out of their way to tell you how satisfied they are, you should take notice. Respond to their positive feedback enthusiastically and encourage them to share their review with the outside world. If it’s your company’s policy, you can also give out a gift or discount.

Dear [Customer name],

Thank you so much for your feedback, you put a big smile on our faces! Our team is hard at work trying to continuously improve our [product/service] and it’s always rewarding to hear kind words. We love that you love us :)

I don’t mean to impose on you, but if you have some time, could you share your impressions on social media or write a review? We have a presence on {link to review sites} and we’d really appreciate it if you could support us there.

Thanks again 

This is common in both B2B and ecommerce, as you want to make sure that your customer is satisfied with their purchase – and the experience as a whole. Be friendly and give customers a way to provide feedback .

Example 1 : Regarding your recent [ purchase/order ]

Example 2 : [Customer name], is your [ purchase/order ] to your liking?

Thank you for your purchase with us. Your order should have arrived by now and we hope everything went well. Feel free to inform us about any delays or problems you might have faced – we want to make sure you’ve had a good experience. [You can reply to this email or contact [email protected].]

We have one small favor to ask: could you fill out {this survey} about your purchasing experience? Feedback makes us better and we welcome any concerns or suggestions. If you’re happy with our service, please tell us, too!

You can also share your opinion of us on {review site}.

Thanks for your time and have a great day,

This email is meant for return customers or customers who have long-term contracts or subscriptions. Your customer success team may have different ways of asking customers to fill out these surveys – sending an email is a good option for mass emails or for offering coupons or other gifts for every completed survey.

Example 1 : [ Customer name ], do you have advice for us?

Example 2 : A [ 5% discount ] for your thoughts

Hope all is well! You’ve been using our [product/service] for the past [four months] and I’d like to ask if you could provide some feedback on your experience. Meeting our customers’ needs is a priority for us and we always strive to get better at it.

That’s why we’d appreciate it if you could fill out this {survey}. We realize this takes a little time, so we offer a [$10 Amazon coupon/5% discount for the rest of the year/etc.] to all our customers who complete it.

Let me know if you have any questions, I’d be happy to answer them.

Thanks for your time,

This is a tough one. When customers ask for discounts , they have high hopes of getting them. Refusing may have an impact on customer satisfaction, so you need to deliver the news with tact and offer another option (approved by the appropriate person) if you can.

I’m getting back to you regarding the discount you mentioned in your last email. Unfortunately, we can’t give out a discount on your current plan, as it’s already our best value package.

[But, if you’d like to upgrade your plan to take advantage of more features and licenses, we can give you a 15% discount until the end of the year].

Sorry I couldn’t be of more help. Let me know if there’s anything else I can assist you with.

Case studies, interviews with customers, joint webinars, or events are good ways to strengthen relationships with existing customers and attract new ones. The emails you’ll send may depend on your level of familiarity with this person. Let’s assume for this template that you’ve never spoken with this person before but you know the topic that they’re experts in.

Example 1 : Question about your insights on [ subject matter ]

Example 2 : Would you be interested in a [ joint webinar/content collaboration ]?

I’m [Your name] and I work as [Head of Content] in [your company]. I learned [from the Account Manager/Customer Success team/by studying your company story] that you have an interesting insight on [topic]. I think this is a fascinating issue that many people would enjoy reading about.

This gave me the idea of doing an [ebook] where we’ll talk about [topic] and provide advice for other companies. Our team could do the writing based on our research and your insights. This [ebook] would be promoted across both our networks.

What do you think? We can have a call some time this week to discuss and bounce ideas off each other. 

Looking forward to collaborating with you.

We hope you find these 15 best customer service email templates useful.

Need more templates and tips on customer communication? Check out our growing template library .

The Ultimate Guide to Customer Support

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Master Customer Service With Effective Emails

Table of contents

10 best practices to write customer service emails.

Till date, email remains one of the most important customer service channels . It’s pretty common to see customers email companies their queries and complaints, and these emails being converted into tickets.

But a very important part of handling this communication channel is knowing how to respond to customer service emails. 

Email responses that are jargon-heavy or vague can make customers frustrated. You need to empathize with customers and most importantly, know how to account for non-verbal communication cues.

Good customer service emails are easy to understand, and help customers achieve what they’re looking for. In this post, we’ll share tips and templates for writing such emails.

Table of Contents

What are customer service emails.

Customer service emails are written responses from a company to a customer’s inquiry, complaint, or request, aiming to resolve issues or provide information. These communications are a key part of maintaining good customer relationships by offering support and solutions through email.

Importance of Great Customer Service Emails

It’s vital to understand email etiquette for customer support. Great customer service emails are important for several key reasons. 

Did You Know: 72% of customers switch brands after just one negative experience.

Recommended Read

10 Email Templates for your Customer Support team Download Ebook

10 Best Practices of Customer Service Emails

Here are some email communication best practices and some best customer service email tips. 

1. Be Human

There is nothing customers detest more than feeling like they are talking to a robot. 

Though automation in customer service is on the rise, every email should sound like it’s coming from an actual person. But that’s not always the case. 

The moment we set out to write emails, our language changes. We become more formal and include complex sentence structures and jargon in our writing. We end up writing emails that sound robotic like the one below:

We have just received your request. We will get back to you within 2 business days. For the record, your support ticket number is ABC235. Please present it for all future correspondence.

The Support Team.” 

An email like this simply doesn’t cut it. You should develop friendly and empathetic email writing skills. Bear in mind that when a customer reaches out to you, you are not just trying to solve their problem, but also trying to build a stronger relationship. 

Now take a look at a better version of the same email.

Hey Nathan,  I am really sorry you had to spend time figuring this out. I understand this must be frustrating for you.  I’ve relayed this to our product team already. Allow me to get back to you in 2 to 3 hours.  Cheers, June 

Here are a few pointers to keep in mind to make your emails sound more personal: 

2. Use FAQ Articles in Emails

There are numerous instances where customer queries can be efficiently resolved through self-service options like how-to guides and instructional videos. These resources empower customers to find solutions independently, without waiting for a response from customer service representatives.

However, when a customer makes the effort to reach out to you via email, it it implies one of these things:

In such cases, it’s important to assess the nature of the customer query and respond accordingly.

While it’s practical to guide customers towards self-help resources for common and straightforward issues, the way you do this matters significantly. Instead of bluntly directing them to a help page, a more tactful approach involves addressing their query directly in the email, then gently guiding them to additional resources for more information or future reference. 

Here’s how you can write the email: 

Subject: Assistance with Your [Specific Issue] Inquiry Dear [Customer Name], Thank you for reaching out to us about [specific issue]. We understand how [briefly acknowledge the customer’s feelings or situation related to the issue]. To address your current concern, [provide a clear, step-by-step solution or answer to the specific question]. For more detailed instructions or related topics, you might find our [specific section/article] in our Knowledge Base helpful: [Insert Link]. This resource is designed to provide immediate assistance and comprehensive guidance. If you have tried the above solution and are still facing difficulties, or if you have any further questions, please don’t hesitate to contact us. We’re here to ensure you have the best experience with [Product/Service Name]. Thank you for your patience and understanding. We appreciate the opportunity to assist you. Warm regards, [Your Name]  [Company Name]

3. Personalize Emails

Personalization in customer service emails is about crafting messages that resonate on a personal level with the customer. Personalization is about making customers feel seen, heard, and valued as individuals, not just as another ticket number.

It transforms generic communication into a tailored experience by addressing the customer by name, acknowledging their unique needs, preferences, and history with your company. 

Here’s why personalization is so important:

Here’s how you write the email: 

Subject: We’ve Got a Special Update for You, John! Dear John, I hope this email finds you well! I noticed that you recently had an issue with your last order of the XYZ product. I’m really sorry about the inconvenience it caused. I’ve looked into your order history and see that you prefer [specific product feature or type], so I’ve included a special coupon for your next purchase of any similar product. We’ve also taken steps to ensure your future orders go smoothly. If there’s anything specific you’d like us to keep in mind for your orders, please let us know. Your feedback is invaluable to us. If you have any more questions or need further assistance, don’t hesitate to reach out. I’m here to help! Best regards, [Your Name] [Your Contact Information]

4. Apologize When Necessary

Acknowledging that your business has made a mistake and taking responsibility for it is a critical component of customer service. It shows empathy, accountability, and a commitment to resolving the issue. Here’s how to effectively incorporate apologies into your customer service communications:

By incorporating these practices into your apology emails, you can turn a negative situation into a positive one, potentially restoring the customer’s faith in your company and preventing future issues. 

Here’s a sample apology email:

Subject: Our Apologies for [Issue] – Your Experience Matters to Us Dear [Customer Name], I am truly sorry to hear about [specific issue, e.g., your delayed order]. I understand how frustrating and inconvenient this must have been for you, and I cannot apologize enough for the distress it has caused. We take full responsibility for [the specific issue]. It was a mistake on our part, and not the level of service we strive to provide. Please accept our sincerest apologies. We have identified the problem and are taking the following steps to ensure it doesn’t happen again: [briefly outline the actions being taken]. To make it right, we would like to [offer a specific solution or compensation, e.g., a refund, replacement, or discount on future purchases]. We hope this will help to alleviate some of the inconvenience you’ve experienced. Your satisfaction is our priority, and we are committed to making sure this error doesn’t recur. If you have any further concerns or require additional assistance, please don’t hesitate to contact me directly at [contact information]. Best regards, [Your Name] [Company Name]

Easily Create Email Templates With Hiver

5. Avoid Imperatives

If you are not sure what imperatives are, they are words that sound like instructions or commands — “do this” or “do that” . 

Here is where you can go wrong: “Go to the dashboard and press on the gear icon that you see on the top right”

You’d rather say: “Could you please head to the dashboard and click on the gear icon that you see in the top right corner?”

See the difference? The second response is more polite and friendly, putting the reader at ease. Apart from imperatives, here are a few negative phrases to avoid:

These words are bound to make your customers feel uncomfortable or put forth your business as one that’s rude. 

Instead, you might want to use the below phrases in your emails to give a positive spin to your message:

When you begin to use positive and encouraging words, you start to see a difference in the way customers respond to you. 

119 Email Phrases to Help You Get the Desired Response

6. Keep It Simple

Many times customer service emails look like instruction manuals. They don’t make life easy for your customers who are looking for quick and easy steps to resolve their issues. 

Before you set out to write an email to a customer, take a moment and think if it is going to help them in any way. Incorporating an upscale image technique into your email communications can transform the visual experience for the customer, making instructions clearer and more engaging.

Incorporating an upscale image technique into your email communications can transform the visual experience for the customer, making instructions clearer and more engaging.

Ask yourself a few questions such as:

If yes, do write the email in that order. Use bullet points or number the steps for easy reading. When you write your reply in a long paragraph, you are not helping their cause. 

Also, it’s important to go over all the pre-checks before plunging into the solution. It can be something as insignificant as checking if they have the right browser— but you would still want to start with that. 

Here’s a sample email:

Hey Ashley,  I am sorry you had difficulty setting up the autoresponder – here’s how you can do it:  Before that: Make sure you are not using Gmail’s native autoresponder as there might be a conflict.  -Go to the Hiver Admin panel  -Click on the Shared Mailbox tab to see the list of Shared Mailboxes on your Hiver account  -Click on the ‘gear’ icon on the extreme right of the Shared Mailbox on which you want to do the setup  -Choose the ‘Autoresponder’ option and fill up the details.  -Click on ‘Save’  P.S. Please feel free to let me know if you’d like me to set this up for you. Happy to help! 

7. Leave no room for confusion

When a customer reaches out for help, they are often looking for a quick and reassuring response. Using vague phrases like “as soon as we can” may leave them uncertain about whether you have a solution or how long it will take. 

Instead, it’s essential to be clear and precise in your communication. Acknowledge the issue directly, provide a specific timeframe or steps you are taking to resolve it, and offer a clear point of contact for further questions. 

In customer service , it’s important to create positive experiences for your customers. Each message should reverberate with confidence and positivity. You want your customers to know they are in safe hands. So let them know that you have a plan and a solution to offer. 

Go back to the customer with a clear time frame on when they can expect an answer. Something along these lines:

Subject: Resolution Plan for Your [Specific Issue/Query] Dear [Customer Name], Thank you for reaching out to us about [specific issue/query]. We understand how important it is for you to have this resolved quickly and we are here to ensure a smooth and efficient solution. We have reviewed your request and are currently [brief explanation of the steps being taken or investigation process]. We expect to have this resolved for you by [specific timeframe, e.g., “end of the next business day” or “within 48 hours”]. In the meantime, if you have any more questions or need additional assistance, please don’t hesitate to reach out. You can contact us directly at [Contact Information] or reply to this email. [If applicable, include names or contact details of specific personnel handling the issue]. We appreciate your patience and want to assure you that we are doing everything possible to rectify this situation promptly. Thank you for choosing [Company Name], and we are committed to providing you with the quality service you deserve. Best regards,[Your Name] [Company Name]

8. Make Emails Easy-to-Read

You may have noticed that a lot of customer emails have more than one question. So, when you send your response in a long paragraph, you are not making it easy for them. 

It could get overwhelming and your customers may just skip reading it all. 

Structuring and formatting a support email the right way can make all the difference in enhancing readability. 

Take a cue from this sample email:

Hey Connor,  Thank you for writing to us today. I’d be happy to answer those questions for you:  “How do I send emails from my shared inbox email address?”  To use the email ID of the Shared Mailbox as the Sender ID by default, you have to:  -Head to the ‘gear’ icon of the Shared Mailbox to open the Settings page.  -Click on ‘Advanced Settings’  -Enable the option ‘Auto select Shared Mailbox email ID on Compose’  “How do I remove emails from a shared inbox?” -Open an email and click on the 3 dots on the top right of the Hiver panel  -Click ‘Remove from shared inbox’  Please feel free to reach out in case of any further questions. 

9. Know When to Upsell

It’s a whole lot easier to sell to an existing customer than it is to a new customer. According to the book, Marketing Metrics, the chances of converting an existing customer is 60-70%, however, the chances of converting a new lead into a customer are only 5 to 20%. 

These numbers say it all. People respond better to brands and companies they are familiar with. 

Keeping this in mind, you would not want to forgo the opportunity to nudge customers to a sale in your customer support emails, but you have to tread carefully. 

Remember these golden rules:

Inserting a product page link early in a customer service email can distract the customer from the issue at hand. It’s more effective to address their immediate concern first and include any additional links or resources at the end of the communication.

11 Excellent Customer Engagement Strategies

10. Follow-up Proactively

Excellent customer service doesn’t end with the first email that you send out. It also includes follow-ups . 

Unless the customer has vehemently stated that they do not want to hear from you again, you should send a follow-up email to check in on them. See if they have been successful in solving the problem or if they have any further questions for you. 

Send a follow-up email after a reasonable amount of time has passed since the initial resolution. The appropriate time may vary depending on the issue but generally, 24-48 hours allows customers to assess if the solution is working. 

Remind them that you’re there to help further if needed. This reinforces your commitment to their satisfaction.

You can write something like this: 

“I hope this message finds you well. I’m just checking in to see how everything is going after our recent correspondence about [issue]. Have you noticed any improvements?  If you’re still experiencing issues or have any questions, please don’t hesitate to reach out. We’re here to ensure everything is working smoothly for you.” 

While follow-up is important, keep the email brief and to the point to respect the customer’s time. In some cases, you can also use the opportunity to ask for feedback. This not only shows that you value their opinion but also helps you improve quality of service.

How to Effectively Collect Customer Feedback?

Way Forward

In customer service, a lot of interactions happen over email. Perfecting the art of email writing can set you on the right track to enhancing customer satisfaction, and turning new customers into loyalists. 

By following the best practices that we have laid out here, your customer service team will be better equipped to craft meaningful and effective emails that earn you happy customers. Also, if you’re looking to hire customer service professionals to help increase customer satisfaction and loyalty, you can use Adaface’s customer service test to screen and identify top candidates.

If you’re looking for a customer service solution that can help you create compelling customer service emails, check out Hiver . The tool inside Gmail helps to improve the quality of your customer service emails and enables you to resolve customer issues faster than you think. 

Get started with Hiver today. Free for 7 days . 

Deliver stellar customer support right from Gmail

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30+ Customer Service Email Templates & 5 Best Practices

Table of contents

For any business, email plays a crucial role in providing great customer service. But helpful customer support emails take time and effort from your customer service agents. 

Templated responses save time for your customer service team and help customers get the resolution they need faster. With templates, reps can answer questions and resolve customer issues much faster than writing each email from scratch. And data from over 10,000 ecommerce brands shows that by lowering resolution time to under 6 hours, you can raise overall revenue by 2%

Templates also ensure high-quality support. They provide a consistent baseline that busy agents can lean on, especially during high-volume times. This is mission-critical for keeping happy customers around: 92% of customers say they’re more likely to return for a second purchase after a positive customer support experience. And repeat purchases (plus reviews, referrals, and higher average order values) mean repeat customers generate 300% more than first-time shoppers.  

Below, you’ll find 30+ effective customer service email templates to help you get started. Here are the top five email categories that you might find most helpful:

• Emails that provide proactive support
• Order status emails to preempt "Where is my order?" requests
• Emails to help with product exchanges, returns, and cancellations

Angry customer response email templates

• Email templates to help you make sales

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5 tactics for writing better support emails 

Before you jump into writing any customer support emails, here are some best practices to keep in mind:

• Fully evaluate what each customer is asking for
• Convey empathy with the words you choose
• Provide all of the answers and resources they need  
• Practice forward resolution
• Personalize the response to show that you’re listening

1. Fully evaluate what each customer is asking for

You need context and a deep understanding of a customer's situation to resolve their issue. But, going back and forth with customers to get there creates a high-effort experience for them, which often results in negative feelings toward the support experience. 

Using a platform that displays past customer information – between past conversations, recent orders, and the initial message, you have the best chance of fully understanding what went wrong and what the customer needs without making them repeat information. 

In your message, be sure to state what you understand to be the problem so they can correct you if you got something wrong.

2. Convey empathy with the words you choose

Putting yourself in the customer’s shoes can be challenging sometimes, but it’s vital if you want to leave them with a positive experience. Convey that you appreciate where they’re coming from by rephrasing their request, question, or concern. 

It’s especially tempting to shut down empathy when customers seem unreasonable or mean. Even if a customer is inflamed or incorrect, try not to call them out or prove them wrong. Instead, focus on what future solutions you can provide. Stick with the conversation and find out what’s beneath each message or customer complaint. 

Empathy and understanding why a customer is frustrated (and acknowledging any effort they’ve already put into solving the issue themselves) can go a long way towards finding a resolution that makes them happy. 

3. Provide all of the answers and resources they need  

Customer service email templates help save time and increase professionalism. But, keeping them up-to-date at all times is key. Make sure templates reflect your most up-to-date processes and policies and are robust enough to fully answer customer questions. 

You can always edit a template to suit the context of each conversation but the most effective templates will be complete with the best version of the answer possible. That might mean encouraging customers to reference return policies and shipping times , an FAQ section, or help center articles to ensure templates are as detailed and accurate as possible.

Here’s a great example of clear help resources from Bobbie , an organic baby formula brand, organized with a Gorgias help center:

Templates should always reflect the voice and tone of your company. What your brand voice is — formal, casual, friendly, professional — determines the exact words your templates will use. 

4. Practice forward resolution

Forward resolution is where agents anticipate and answer customer questions before they even happen. Take a look through past conversations where you went back-and-forth many times with a customer to see if there are any patterns in the types of questions that came up. 

For example, imagine customers often write in asking whether you ship to Canada. If you just respond, "Yes, we ship to Canada," then they may respond "What are the shipping rates and estimated shipping times for Canada?" That would be a good sign to include that information in your original email, avoiding the need for a follow-up.

This way you save the customer the frustration of wondering where their order is, the time to reach out to your support team, and you save your agents the time it would take to answer their question.

📚 Learn more: Customer Delight Is A Losing Strategy in Ecommerce: Here’s What’s Better

5. Personalize the response to show that you’re listening 

Also keep in mind that templates are customizable tools, not complete solutions. Personalize your customer service emails to give them as much human touch and personality as your brand allows. This way, the customer knows they’re interacting with a real human and are also being treated like one as well. One risk of using templates comes when they aren’t personalized. Templates are amazing starting points, but they should always be personalized to the customer you’re chatting with. 

Some quick ideas for how to do this:

• Use your name and the customer’s name within the body text
• Repeat customer feedback so they know you’re actively listening
• Tweak boilerplate language to fit the actual customer issue
• Say, in your own words, how the situation will affect their workflow or day-to-day life (positive or negative) 
• If your customer is in a certain time zone, you could personalize your greeting with the time of day it is for them

30+ helpful customer service email templates 

Relying on well-built customer service templates for chats or emails can help you increase customer satisfaction and improve the customer experience. If customer support agents spend less time responding to the same repetitive questions, they'll have more time to support your pre-sales support strategy and have conversations that drive revenue. 

Below, we offer 30+ customer service email templates, categorized by the types of support conversations brands often have with customers. Feel free to read the templates in order or skip around to whichever is most relevant to your needs.

Email templates that provide proactive support

Proactive customer service starts before a new customer writes into your support team. Rather than waiting for customers to experience a problem before starting a conversation, you can set the tone for a positive customer relationship by reaching out and saying hello. 

Similarly, if you anticipate a problem for customers (like outages or pricing increases), it’s best to let them know with a proactive message.

You can also complement your proactive email templates with self-service resources, including FAQ pages and Help Centers . 

Below are some of the most helpful proactive support email templates you can start using today. While you can use the templates as they are, we suggest tweaking them to meet your individual voice and tone guidelines. 

1) Welcome new customers

Sending a welcome email makes customers feel like part of a community and can offer them key resources that allow them to self-serve answers to common questions, like return policies or shipping costs. 

Hey there {{Customer First Name}}, Thanks for {{Customer action: First purchase, sign-up, subscription}} with {{Company name}}. We’re thrilled that you’ve joined us, and we’re excited to help awesome customers like you in any way we can. I know you’ve just joined us, so I want to send over {{Resource/offer links}} so you can get the most out of your experience with us. If you haven’t yet, make sure to check out {{Blog link}} for ongoing tutorials, tips, and stories, and give us a follow on social media !  I hope you’re already enjoying {{Product name}}, but if not, I’m happy to help. Or you can check out our {{FAQs or knowledge base links}} to troubleshoot on your own. If there’s anything you need, please respond to this email. We’re here for you! Best, {{Current agent first name}}

2) Announce a new support channel or a new product/service 

Email is a great place to announce that you just launched a new support channel . It’s also a good channel if you’d like to involve your support team as a resource for new product launches or service offerings. 

Hi {{Customer name}},  Good news! We now offer {{Action or item}}.  Questions? Reach out to us at {{Phone number, website URL, etc}} and we’ll get back to you within {{SLA}}.  Looking forward to hearing from you!  {{Company name}}

3) Announce a new self-service resource

Similar to the announcement above, let customers know when you launch a Help Center or self-service resource . 

Hi {{Customer name}},  Good news! In order to better support you, we’ve created a {{Self service resource with link}}. Here you’ll find answers to frequently asked questions and step-by-step instructions to set up and troubleshoot our products. We hope making this information more accessible provides a better experience — but always feel free to reach out to us directly for additional help!  {{Company name}}

📚 Recommended reading: 29 Customer Service Scripts Inspired by Top Ecommerce Brands .

Email templates are even more powerful when combined with equally powerful customer service scripts, keeping your brand messaging consistent and on-target across channels. 

4) Provide renewal reminders to avoid passive churn

If your business includes a subscription-based product, you’ll want to provide reminders to customers that their subscription is about to renew.

Remember: Letting customers easily opt in and out is always the best decision for customer experience. While an easy opt-out process may sound scary for retention rate , you’ll actually do more harm by making customers jump through hoops to cancel their subscription. They’ll likely speak about the poor experience with friends and avoid coming back. 

💡 Tip: If you can let customers self-serve any subscription changes or updates, you eliminate the need for them to reach out to support to do so. Providing links within a subscription reminder email to unsubscribe, skip, or delay a delivery gives customers the ability to do it easily on their end, eliminating a touch point with support and reducing effort for the customer.

Hello {{Customer first name}}, This is a reminder that your subscription for {{Product name}} will renew automatically on {{Renewal date}}. We’ll continue charging the credit card ending in {{Last four digits of credit card number}}. No action needed from you, we’ll process and ship the order in 3-5 business days. If you want to skip this shipment, click here: {{Link to skip shipment}} If you want to unsubscribe, click here: {{Link to unsubscribe}} Thanks, {{Current agent first name}}

📚 Recommended reading: Learn how to retain 20% of customers you lose to passive churn and raise overall revenue by up to 0.5%.

5) Announce website or product outages

If you have a planned outage coming up, a quick email goes a long way to stop panicked questions from rolling in. It also allows customers to plan for an outage, especially if your website is one they rely on or visit often. 

Hi {{Customer first name}}, We’re currently experiencing a service outage for {{Website / Product / Service}}. We’re actively working on resolving the issue, which we believe is due to {{Reason for outage}}. We apologize for the inconvenience and assure you we’ll have everything up and running as quickly as possible. Stay tuned at {{Website / Social media page}} for the latest updates. Thanks,  {{Current agent first name}}

6) Announce a pricing increase

Raising prices, especially for a subscription service that’s automatically billed monthly? Loyal customers likely want a heads up and an explanation. If you give customers enough notice, it keeps them from feeling swindled.  

Hi {{Customer first name}}, Starting on {{Date}} we are increasing the pricing for {{Product or service}} to {{New pricing information}}.  We don’t take pricing increases lightly, and we know it’s not the news our customers want to hear! Given {{Reason for pricing increase}}, we feel that this is the right move for our business and the best way to continue offering the best product possible.  We are grateful to have you as a customer!  {{Company name}} 

Order status update (before an order ships) emails

" Where is my order " is the main repetitive question that businesses get — up to 40% of all tickets, for some brands using Gorgias. Automating shipping confirmation emails and including a tracking number will provide a better shipping experience that doesn’t require shoppers to contact you whenever they want an update.

A helpdesk or customer service platform like Gorgias can help. Gorgias’s Macros automatically pull important personalized variables like the most recent order number or tracking information into the template. This is possible because Gorgias has a direct connection to your Shopify , BigCommerce , or Magento store, and can save your team hours each week. 

Regardless of whether you use Macros or another solution, here are a few plug-and-play email templates to get you started:

7) Change shipping address

Customers might be in the process of moving, planned a last minute trip, or realized they used an outdated shipping address for an order, which can cause panic. A quick email resolution will put them at ease and ensure their order goes to the right location. 

Hi {{Customer first name}}, I’ve updated your shipping address for order {{Number of last order}} and you should be all set now. You will receive a confirmation email when your package ships.  Let me know if there’s anything else I can help with!  {{Current agent first name}}

8) Order/shipping status (Where is my order?): Not shipped, preorder

When a customer inquires about an order that hasn’t shipped yet or an order that includes a pre-order item, make sure agents know your own internal policy and warehouse process. If something looks stuck for a long period of time (and it’s outside the warehouse’s SLA (Service level agreement), agents might have to open an internal investigation. 

Hi {{Customer first name}},  Thanks for getting in touch.  It looks like your last order (order {{Number of last order}} from {{Date of last order}} includes a pre-order item. These take a bit longer to ship!  If you haven’t received a tracking number in the next five days, please respond back to me and I’ll look into it.  Thanks for your patience!  {{Current agent first name}}

9) Order/shipping status (Where is my order?): Not shipped

Sometimes items take longer to ship than usual, or a customer isn’t familiar with your company’s estimated dispatch times. This is a common question, and its response can quell fears of an order being lost or out of stock. 

Hello {{Customer first name}},  Thank you for reaching out! Your order {{Number of last order}} has been received and we are working on getting it shipped out. Our processing time to ship an order is 3-5 business days, excluding weekends.  We will email you a confirmation once it ships, which will include your tracking information as well.  If you have any questions in the meantime, please don’t hesitate to reach out.  Thanks,  {{Current agent first name}}

10) Order Is out of stock

This template proactively informs shoppers of a delay and lets them know when they can expect their order to ship. 

Hi {{Customer first name}}, We wanted to let you know that your most recent order {{Number of last order}} is currently out of stock. We’re doing everything we can to get more in stock soon and we apologize for the delay! The good news is that our next shipment should arrive by {{Date of availability}}, and you should receive your order within {{Number of business days}} once the item(s) gets to our warehouse. Thanks for your patience! We’ll get you taken care of as soon as possible. {{Current agent first name}}

11) Order change/cancel: Cancel and refund last order 

Sometimes customers change their minds about an order, and want to cancel before it gets shipped out so they don’t have to deal with returning it. This template provides a speedy response and solution. 

Hi {{Customer first name}},  I’ve canceled your last order (order {{Number of last order}}) and issued a refund. As a reminder, this was for {{Product name}} purchased on a credit card ending in {{Last four digits of credit card number}}. The refund itself can take 3 to 5 days to process and will refund the original amount to the same card. Please let me know if you don’t see this reflected in your account after that time.  Here if you need us,  {{Current agent first name}}

12) Order change/cancel: Customer changed mind 

Simple automations can help catch requests like this before it’s too late. With Gorgias, you can swap out items (like switching a blue bike for a black one) without leaving the helpdesk, thanks to its deep integration with your ecommerce platform. 

Hi {{Customer First Name}},  Absolutely! I’ve swapped out {{Item name}} for the {{Item name}} you originally selected for order {{Number of last order}}.  If you need anything else, just say the word.  Best,  {{Current agent first name}}

📚Recommended reading: Check out or post on how to prioritize customer requests so urgent questions like these don't get lost

Update on order status (after an order ships) email templates

Shipping comes with its own challenges: issues with carriers, delays due to weather or staffing, orders getting lost, or increased volume during busy seasons slows packages down. As a company, first align on your policy for shipping-related issues . Then, you can incorporate templated work flows that include features like a snooze button. This can come in handy when you need the customer to take action before you can help, like looking out for a package that was supposedly delivered.  

Gorgias Macros have a snooze functionality that reminds support agents to follow up in a given amount of time. For example, a Macro might snooze the ticket for two days to remind an agent to check back in about an order status. 

13) Order/shipping status (Where is my order?): Shipped

An extremely common question, customers like to be able to follow along with tracking information to see exactly when their order will arrive, whether they’re excited or need it by a certain date. 

Hello {{Customer first name}},  Thank you for reaching out! Your order has shipped and I’ve included the information below so that you can track it right to your doorstep.  Order: {{Number of last order}} Shipping date: {{Shipping date of last order}} Tracking number: {{Tracking url of last order}} Get back in touch if you need any more help.  Thanks,  {{Current agent first name}}

📚Related reading: Learn more about where is my order (WISMO) requests and how to reduce them with convenient self-service.

14) Order change/cancel: Already shipped

Sometimes shoppers change their mind when it’s too late, so having a template that lets them know how they can get a refund or an exchange quickly gives them a resolution, even if it’s not exactly what they want. 

Hi {{Customer first name}},  Thank you for reaching out to us!  Unfortunately, it looks like your order {{Number of last order}} has already been shipped from our warehouse. Therefore, I’m unable to make any changes to it at this time.  If possible, refuse the package at delivery. If that’s not possible, please let me know and I will send you a prepaid shipping label so that you can send the order back to us. Once we receive the order back at our warehouse, I will send a {{Replacement or refund}} to you right away.  {{Current agent first name}}

15) Order is lost 

A lost order can be frustrating, especially because it means that it’s been delayed. This template offers a solution to get a shopper a new item or get them their money back.  

Hi {{Customer First Name}}, Thank you for reaching out! I’m so sorry to hear that you were unable to locate the missing package. Rest assured we will remedy this situation for you.  I have two options to offer: we can ship a replacement to you or issue a full refund for the order instead. If you prefer a replacement order, we kindly ask that you confirm the shipping address of where you would like the replacement order sent. We look forward to receiving your reply. {{Current agent first name}}

📚 Recommended reading: Learn how to deal with lost ecommerce packages .

Update on order status (order has arrived) email templates

Once an order arrives, customers might need help locating a missing package, initiating a return or exchange, or getting a replacement for a damaged item. 

16) Order/shipping status (Where is my order?): Delivered, not received 

Similar to a lost order, one that shows as being delivered but that hasn’t been received can cause anxiety for customers. This template offers up a solution and shares the internal policy for these types of packages. 

Hi {{Customer first name}},  I'm sorry to hear that you haven't received your order yet. It does appear to be in a delivered status. Sometimes this can be due to an incorrect scan by the carrier. If the package doesn't show up in the next {{Insert the number of days according to your policy}} please reach back out and we will {{insert internal policy}}.  In the meantime, I've contacted the carrier and will be investigating on my end.  Please reach out if I can help with anything else and I will keep an eye out for your email regarding the package. {{Current agent first name}}

17) Item arrived damaged 

Items that shipped damaged or were damaged in transit can break trust between customer and company or spike quality concerns, especially for first-time purchases. This template asks for an image of the item so that the agent can offer a quick solution. 

Hi {{Customer First Name}},  Thanks for reaching out about your recent order {{Number of last order}}. I’m sorry to hear about your experience. As we try our best to provide exceptional service, some factors like shipping and handling are out of our control and issues like this can happen.   Please send us a photo of the broken/damaged item(s) you received and we’ll do our best to resolve this as soon as possible.  {{Current agent first name}} 

18) Item arrived damaged – follow up

A follow up email for items that arrived damaged. 

Hi {{Customer First Name}},  Thanks for sending over the photo of your damaged item. I've ordered a replacement to go out {{Insert policy: free of charge, just pay the cost of shipping, etc}}. Once the item ships we will send you an email confirmation.  For your damaged item you can go ahead and {{Insert policy: donate, discard, send back to us, give to a friend, etc}}.  {{Current agent first name}} 

📚 Recommended reading: Check out our list of essential ecommerce best practices.

Help with product exchanges, returns, and cancellations

According to the National Retail Federation , online purchases have a return rate of 20.8%. That means that many shoppers are writing into support teams to ask for an exchange or return if the online store doesn’t offer a self-serve return portal. 

Having a clear return policy minimizes questions, sets clear expectations before a customer makes an order, and can protect the business from losing too much revenue through returns or exchanges. Your policy should be where shoppers can find it easily: in your FAQ section, in your confirmation emails, and within your order flow. When a shopper requests an exchange or return, these templates can provide you with an effective email support script.  

19) Exchange request after order arrives

There’s a reason returns for online businesses average at 20% versus 9% for retail businesses: customers can’t experience what an item actually looks like, get a sense of its size, or try it on in person. The following two templates help with exchange and return requests. 

Hey there {{Customer first name}},  Thanks for reaching out about your recent order {{Number of last order}}. I see that you are interested in a product exchange. We do allow exchanges, and I’m happy to help you with this right away.  {{Exchange policy and instructions}} Once you have {{Required action(s)}}, I can process your exchange and get a new {{Product name}} shipped out to you right away.  Thanks again,  {{Current agent first name}}

📚Recommended reading:  

• A User-Friendly Guide to Ecommerce Tech Stacks
• 150+ Top Tools for Ecommerce

20) Request for return/refund (item eligible)

Hi {{Customer first name}}, 

Thanks for reaching out! For your order that was delivered on {{Shipping date of last order}}, we’d be happy to process a refund for you.  To get the return process started, please go to our {{Link to returns portal}} and follow the steps.  If you have any questions, please don’t hesitate to reach out.  {{Current agent first name}}

🤔 Getting too many refund requests? Check out our guide to reducing returns in ecommerce.

21) Request for return/refund (item not eligible) 

Items aren’t always eligible for returns, which can cause tension between a customer and business. Here’s a template for how to handle it. 

Hi {{Customer First Name}}, Thank you for contacting us. Unfortunately, your order {{Number of last order}} is unable to be returned because it is outside of the time window (30 days) outlined in our return policy. I apologize for any inconvenience that you’ve experienced because of this.  If there is anything else I can help you with, feel free to reply to this email or visit {{Link to help center}} at any time.  Thank you again, {{Current agent first name}}

The Effortless Experience notes that interactions with support teams are 4x more likely to cause disloyalty in customers rather than loyalty . So, unhappy customers who have had a bad experience expect a quick and kind email response.  The following sample emails should help set your team up to support these customers with empathy.

22) General frustration with product or experience

This template provides a response for customers who complain about their overall experience with a brand. 

Hi {{Customer first name}}, Thank you for reaching out and letting us know about your experience with us. This is not up to our standard and I've passed this along to our team to ensure this doesn't happen again.  In addition, I've {{Insert policy: refund, added a credit, send a replacement, etc.}} to make this right.  We truly value you as a customer and apologize for the inconvenience this caused. Please let me know if I can help with anything else. {{Current agent first name}}

💡 Tip: Build an escalation process internally to handle extremely frustrated customers who post publicly about a negative experience. This allows agents to refer these customers to a lead or manager for assistance. For very angry customers, using a template is usually not the right move, because their situations tend to vary on a case-by-case basis and require someone with experience to provide the best resolution. 

23) Escalate angry customers to more technical support

Occasionally, one rep might not have the information they need to figure out what went wrong or how to fix it. In that case, you might need to pass a customer onto an agent who has the resources to help. 

Hi {{Customer first name}}, Thank you for reaching out and letting us know about your experience with us. This is not up to our standard and I've passed this along to our team to ensure this doesn't happen again. I have CC’d {{Technical agent first name}} on this email. They will be able to figure out what happened here and ensure that we resolve this for you.  {{Current agent first name}} 

While customer support emails are not marketing emails, you do have an opportunity to drive sales when having a conversation with a customer. A personal note at the end of a positive customer service experience may be more impactful than a mass email marketing campaign because it’s direct, builds upon any context from the full conversation, and can be adapted for the customer’s exact needs.

While you should never sacrifice quality of support to push a sale, here are some templates you can consider using to gently push customers back to your site for repeat purchases and upsells. 

24) Soft launch a product to a small group of customers 

Drum up hype, test out reception to a new item, establish product market fit, or get valuable feedback from a smaller group of customers before launching a new product to everyone. 

Hey {{Customer first name}}!  We have been developing {{New product type}} for a long time now, and we can’t wait to release it to the world. Because you’re {{An email subscriber, SMS subscriber, made 5+ purchases, or other criteria}}, we’d like to give you the opportunity to buy this before everyone else can.  {{Link to purchase page}} Cheers,  {{Company name}}

25) Promote sales and time-sensitive deals 

These types of targeted sales can help increase subscribers to different platforms (like social media, email, or SMS). They also create exclusivity and urgency for shoppers, who might jump on an item they’ve been waiting on to get a deal. 

Hey {{Customer first name}}! Here at {{Company name}} we’re always looking for more and better ways to reach even more people with our exciting lineup of {{Products/services}}. I’m excited to let you know about a deal that’s only available for {{Email subscribers, SMS subscribers, Instagram followers, etc.}}.  For the next {{Length of time}}, we’re offering {{Offer details}} on {{Products/services}}. We stand behind our quality {{Products/services}}, and sales like this don’t come often. That makes now the perfect time to {{Desired action -buy/expand/upgrade/sign up}}! For starters, check out our {{Popular Sale Item/Service}}, it’s already selling fast! Best, {{Current agent first name}}

📚 Recommended reading: Email isn't the only channel to offer discounts and timely deals. Check out our guide to omnichannel customer service to see how you can expand your support and revenue-driving conversations.

26) Convert abandoned carts

With 70% of ecommerce shoppers abandoning their carts , reducing the number of customers who leave items unpurchased can increase your revenue. 

Hey there {{Customer first name}}! We couldn’t help but notice you stopped by today, and you were this close to making {{Product name}} yours. In case you were interrupted or pulled away, it’s not too late to buy! {{Abandoned Cart Link}} I can even offer you a {{Coupon/special offer}} if you’re ready to buy right now. This link will give you {{Describe the offer or discount}} if you purchase within {{Timeframe}}. Thanks again for checking out our store! Let me know if I can answer any questions for you. Best, {{Current agent first name}}

27) Upsell customers 

Upselling existing customers is less expensive than going out and obtaining new customers for your business. The more purchases returning customers make, the less business have to spend on acquisition costs. 

Hi {{Customer first name}}, Thanks for your recent purchase of {{Product name}} — all of us here at {{Company name}} truly appreciate your business. I’m reaching out today because I want to make sure you’re getting the most out of that purchase. {{Product name}} is fantastic as a standalone, but it shines when you use it alongside some of our other offerings. For example, {{Strong explanation of how product/service enhances product they bought}}. Does this sound like something you’d be interested in? If so, check out {{Product link}} or simply reply to this email. Best, {{Current agent first name}}

Collect feedback with these email templates

Customer feedback is powerful data for your business, helping you shape the future direction of your products or services and improve your email open rates . Customers enjoy feeling valued and knowing that you're working to make the product and service experience better and better for them can increase happiness and loyalty.

28) Request customer feedback

This gives customers an open invitation to share how their experience went, so you know what aspects went well and where you can improve. 

{{Customer First Name}}, Thanks so much for your recent purchase. By now, your item should have arrived, and you likely have a good idea of what you think about your purchase. I’d love to get some feedback from you about your experience so far with us. You can just reply to this email and share your thoughts if you’d like. Even more helpful is if you wouldn’t mind filling out this {{Survey link}}. It shouldn’t take more than {{Estimated completion time}}, and it will help us keep improving as our business grows. Of course, if you’re having trouble of any kind (or your purchase hasn’t arrived yet), please let me know. I’ll do everything I can to help. Thanks again for your time! {{Current agent first name}}

29) Thank customers for their feedback (positive)

Reviews go a long way to build trust in your business. Aside from thanking someone for taking the time to provide positive feedback, it’s a good idea to ask them to write a public review about their experience. 

{{Customer first name}}, Thanks so much for taking the time to give us feedback. We’re always working to improve our products and services, and we’re thrilled when we hear that we’re doing something right. Constructive criticism is great, too, since it helps us improve! If you’re still feeling the love from your recent purchase, would you mind writing a quick review of your positive experience with us on {{Review site}}? It may not seem like much, but these reviews go a long way. Thanks again, {{Current agent first name}}

30) Request feedback from customers who left a negative review

Understanding why someone left a negative review is where, as a support team, you’re going to learn the most. Doing some outreach for customers who left a bad CSAT, NPS score, Yelp or Google review, etc. to see if they are willing to share a bit more information will help you improve the overall experience. 

{{Customer First Name}}, Thanks so much for your feedback on {{Customer survey, review site, etc.}}. I wanted to check in and get a little more information from you about your experience. This will help our team improve future experiences for you and other shoppers. If you’re open to it, you can just reply to this email and share your thoughts. Thanks for your time,  {{Current agent first name}}

📚 Recommended reading: How to Collect Customer Feedback From Support Tickets (+ 8 Other Methods)

Emails that tell customers that they’re chatting with a bot 

31) tell customers they’re getting an automated email response .

Automated responses can feel impersonal, especially if a shopper is upset. Letting someone know they’re getting an automated response and exactly how to reach a human if they need one can save time for busy teams and get customers a near immediate response. 

{{Customer first name}}, This is an automated response. We are a growing business and, in our best effort to deliver the information you’re looking for as quickly as possible, we do use some automation.  We think you’re asking about the status of your order and have included information for it below. If you still need support or this didn't answer your question, just respond to this email and a live agent will jump in to help.  {{Company name}}

Why use email templates for customer support?

Using response templates for your most frequently sent emails means a lower resolution time for customers and higher efficiency for your agents who no longer need to type out each response. For example, the brand Bagallery found that Macros (Gorgias’s version of templates) increased delivery by 3x. 

And templates (for chats and emails alike) don’t have to feel impersonal. While reps might start out with a template, they can personalize templated emails by filling in customer information (like the customer’s name) and important order details (like order tracking numbers). Scroll down to our section on Macros to learn how you can automatically include this kind of personalized information.

Overall, templates create a better, faster experience for everyone. They can:

Decrease first response time

• Decrease resolution time
• Save time for your customer service team

Provide an overall better customer experience

When customers write in for support, they expect a quick response no matter if they’re giving positive feedback or have an urgent issue they need resolved. By starting first with a pre-written email template, you can fast-track your team’s first-response time, which can lower anxiety in your customers, give them the answers they need, and allow your team to provide a personalized and high-quality experience at scale. 

A pre-written template might provide a response that lets a customer know the team will be with them shortly — but asks the customer several detailed questions upfront so that the agent can get them an answer faster. 

For example, Jetson , an ecommerce company that sells gut-healing probiotics and prebiotics, saw a 60% decrease in first response time by using Macro email templates.

Decrease resolution time 

Your email templates will also be detailed and quality-assured, helping fully resolve customer issues as quickly as possible. For example, templates might include links to a knowledge base or FAQ center that answers lingering questions. Or, you might be able to drop in detailed tracking information if your system allows for dynamic fields. 

Jetson also saw a 30% decrease in resolution time by using templated responses, improving the customer experience and giving the customer service team more time for their highest-value conversations. 

When implementing templates, make sure you’re including all the information the customer needs for a one-touch resolution. Ideally, customers won’t need to respond with follow-up questions. 

📚 Recommended reading: Our Director of Support’s complete guide to measuring and lowering resolution time .

Save time for your customer service team 

If reps start emails from scratch every time, they’ll spend hours each week typing up the same information, lowering efficiency and taking them away from more important projects. Templates raise the number of chats, emails, and SMS tickets agents can handle in a given day. Increasing efficiency without decreasing quality also means you won’t always have to hire new agents to handle more tickets.

In addition, if your team is not able to pull in customer data within the email platform, they’ll have to toggle back and forth to find it. Or worse, they’ll need to go back and forth with the customer to get simple info like their order number or tracking information.

Templates are especially helpful to help agents during customer service training , or to quickly onboard any temporary help you bring on to help during busy periods like Black Friday Cyber Monday (BFCM) .

📚 Recommended reading: Learn how Princess Polly saw a 40% increase in agent productivity after switching to Gorgias and implementing templates and other time-saving features.

The quicker and easier you make the full support experience, you decrease the chance of the customer putting in a high level of effort. The Effortless Experience shows that 96% of customers who have to work hard to get support feel disloyal to the brand after.

🤔 Not convinced yet? Read our post on the importance of customer service to learn why customer service is more closely linked to revenue than you think.  

Why Macros are superior to regular templates

While regular email templates can be helpful in saving time for your support team, setting up automation takes your support one step further. This is possible with a tool like Gorgias, which offers Macros, or specialized templates that pull in data from a Shopify , Magento , or BigCommerce store.

Here’s how Macros upgrade your customer support templates:

They help you automatically personalize messages

Macros allow you to pop in variables like customer name, order number, tracking info, or delivery date, and what they ordered, which makes the entire experience feel more personal — even with templates.

Because Gorgias integrates with your ecommerce store, you don’t have to search or ask for customer data (like past order information, reviews left on your site, and so much more). 

You can automate follow-up actions

Macros can also be combined with Rules to automatically fire based on certain customer questions and trigger actions, like canceling an order. They can also snooze certain messages that might require a follow-up email so that support agents never leave a conversation without a full resolution. 

They include visual product links

When you link a product in a standard template, the customer only sees a URL or hyper-linked text. Plus, agents still have to copy the URL from your store and paste it in the email. But Gorgias’s Shopify product picker lets you search from your product library, select products, and include a visual link that entices customers to click back to your store.  

They work across channels

Macros can be used for any channel, not just email, since Gorgias is a centralized helpdesk. You can create shorter variations of your email templates to use for live chat , social media , SMS , and more.

They come with a supported Macros Library 

When you sign up for Gorgias, you’ll get access to a Macros Library , which has pre-made and dynamic templates to help get you started. 

These emails are a starting point for agents to save time and ensure consistency and correctness. Then, agents can further tweak templates based on each customer’s needs.  

You can easily measure template utilization

Gorgias comes with a number of Statistics dashboards that measure important customer support metrics like first-response time, revenue generated from customer support, and much more. The Statistics section includes a Macros tab, which shows you how frequently your agents use each Macro:

Customer support leaders can use this tab to understand the effectiveness of each Macro and identify when new Macros are needed.

📚 Recommended reading: Evaluating Customer Service: Why, Challenges, and KPIs That Matter

Create loyal and happy customers from day one with Gorgias

Loyal customers come out of great service experiences. Email templates help create a solid baseline so that teams are more equipped to provide high quality support. By removing the need to type out tedious responses to the same questions, email templates give teams the headstart they need so they can provide fast, personalized responses to repetitive questions and spend more time on higher-value conversations.

Gorgias is a customer service platform built for ecommerce merchants. Features like Macros help you provide personalized, self-service responses to repetitive questions and spend more. Check out our video below to learn more or read our CX Growth Playbook to learn how to generate consistent revenue from your customer support team. 

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A strong customer service email acknowledges the full scope of a customer’s inquiry, practices forward resolution or anticipates customer questions before they are asked, is personalized to the customer, and uses clear and empathetic language.

Forward resolution in customer service refers to resolving a customer's issue or request without requiring them to reach out multiple times. It focuses on efficiently and effectively addressing the customer's needs in a single interaction.

When replying to a dissatisfied customer email, it's important to acknowledge their concerns, apologize for any inconvenience caused, show empathy, offer a resolution or compensation (like a refund or discount code) if applicable, and assure them that their feedback is valued and will be used to improve the service in the future.

You can auto-reply to customer emails with Gorgias, a customer service platform with plenty of automation features. You can create customized email templates in Gorgias and set triggers based on keywords or time-based rules to activate the auto-reply feature. Gorgias will then send the pre-set responses automatically.

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7 Ways to Improve Your Customer Service Response Times

Modern customers have high expectations when it comes to customer service. One survey showed that nearly half of customers expected an email response from businesses in less than four hours. If your average response time is much higher than this, you could be losing out on a lot of business. 

Of course, meeting customer expectations regarding response time is often easier said than done. If your customer support team is struggling to keep up, the good news is that there are some effective ways to shorten your response times without having to hire a team of new employees.

In this blog, we'll discuss why a fast response time is such a vital component of great customer service and go over seven proven methods you can use to achieve a faster response to customer service emails and messages. 

What is a good customer service response time?

When a customer reaches out to you, you should aim for a first response time of one hour for emails, 15 minutes for social media messages, 40 seconds for SMS messages, and even less than that for live chat messages.

Why response times are important for customer service teams 

No matter what product or service you happen to be selling, creating a positive customer experience is an essential ingredient in the recipe for long-term success. While there is a lot that goes into creating a great experience for your customers, prompt customer service goes a long way. 

Here are a few of the reasons why achieving fast response times is such an important goal for your customer service department: 

1) Customers continue to demand faster responses 

More and more customers have come to expect near real-time access to companies across multiple channels. One Hubspot survey showed that 90% of customers rate an “immediate” response as important or very important when they have a customer service question. 

Furthermore, 60% of people who needed support defined "immediate" as 10 minutes or less. If your company isn’t responding to customer queries at least this fast, you risk falling short of expectations your competitors may be meeting. 

2) Poor response times reflect negatively on your company 

Fair or not, poor response times can hurt your brand image. Encouraging brand loyalty and return customers is a vital goal for any business, and poor response times can make this goal all the more difficult to reach. 

Keep in mind that customers expect fast response times since so many companies today can meet those expectations. If your company isn't keeping up with the customer service offered by the competition, it could damage your brand reputation among existing customers. 

3) Faster responses that lead to quicker resolutions can increase revenue

There are plenty of scenarios where responding to a customer query within a short time frame can lead to your business making more money. If a customer has a question about your product, for example, responding quickly before they move on to another product could lead to a sale you might not otherwise make. 

If a customer needs to return a product, prompt customer service could encourage them to exchange the product for another product or store credit rather than becoming frustrated and demanding a cash return. In instances such as these, fast response times that lead to quick resolutions can directly translate to more or retained revenue. 

4) Quick responses can boost customer satisfaction

Good customer service doesn't mean that you always have to solve a customer's issue on the first response. In many cases, simply acknowledging their email and letting them know that you’re working on a solution is enough to keep customers temporarily satisfied and buy your customer service team some time. 

Unless the issue is immediately resolvable, your goal in an initial response should be to acknowledge the customer's problem, let them know that you’ve assigned their ticket to a representative, and provide them with a time frame for when they can expect a resolution. 

Sending out an initial response that covers these bases can keep customers satisfied and patient while your team members work on their follow-up. 

Related: How To Measure Net Promoter Score (NPS)

5) Slow response times might increase your workload

Achieving fast response times may seem like a lot of work. Many times, though, slow responses can end up increasing the workload of your customer support team. If you don't respond quickly enough to a customer that needs assistance, they may end up contacting your company multiple times through multiple channels. 

This can lead to numerous support tickets being created for a single issue, bogging down your team and creating unnecessary confusion that could have otherwise been avoided if you had responded to the customer's initial query promptly. This is another reason it’s helpful to keep your average first response time as low as possible. 

How to reduce customer service response times

For all of the reasons listed above, responding to customer service emails in the shortest amount of time possible is ideal. Thankfully, there are many different methods you can use to speed up your response times across all your support channels that don't require huge investments or shifts.

1) Make sure you're measuring first response times 

Before you can test out solutions, determine what your average response time currently is (if you don’t already know). First response time is a crucial customer service metric to evaluate your team's impact because it affects revenue-related metrics like churn and retention rates .

To calculate the average first response time, all you have to do is add up all of your first response times for a given period then divide that number by the number of resolved tickets during that time.

Once you've determined what your average first response time is, you can then set goals for improvement and continue to measure your progress. Gorgias provides you with many analytic tools that allow you to track key customer service metrics, including average response time. By leveraging tools such as these, you can easily analyze your customer support team's efforts and set achievable benchmarks for more improvement.

Related: Customer Service ROI: How to Measure and Improve

2) Take advantage of customer service software

Responding to every customer email manually is a monumental task. If you’re still solely relying on traditional methods of responding to customer queries, achieving fast response times is going to be nearly impossible. Fortunately, there’s a wide variety of customer service software on the market today that can take a lot of the heavy lifting out of your workflows.

For example, help desk software allows your team members to see and reply to customer queries from any channel — like social media, ecommerce stores, WhatsApp, and SMS — from a single centralized dashboard. You can organize them based on factors such as the date and time received, priority, subject matter, and some other categories.

Customer service software also automates time-consuming tasks, like sending initial responses to customer emails. This is just a snapshot of the ways these platforms can help your team reduce your response times. We highly recommend leveraging software to optimize your customer support process. 

Related: Learn how Gorgias' support performance and live agent performance dashboards can help you measure

3) Utilize customer service automation for 24/7 service 

We touched on it briefly, but customer service automation can free up your customer support team significantly during business hours. It provides customers with immediate, automated responses that you can personalize to make sound as friendly as a manual response. These small measures free up your team to focus on more complicated and pressing tasks.

That’s not all. Setting up an auto-responder allows you to send customers an all-important first response any time you like. There’s no need for a live representative, and a quick response could prevent another ticket or message from piling up to deal with in the morning. Most software lets you automate responses and send them via email, chatbot, app notification, text and more. 

Recommended reading: Ecommerce Customer Support Best Practices

4) Use scripts and email templates 

Having your customer service team type out a custom response to every new email they receive from a customer is inefficient. In addition to using an auto-responder to send out an automated first response, one simple way to speed up your reply time is to make use of scripts and email templates . 

To build your scripts, start by identifying common questions and issues that your support team encounters most frequently. You can then create helpful boilerplate answers with blank spots to plug in customer details using your software or other tools. 

One pro tip is to look back at positive customer feedback or five-star interactions to get ideas. See which answers made customers feel heard and satisfied while also solving their issues quickly. For live customer support channels such as phone calls or live chat, you can create scripts for each FAQ that representatives can follow. 

Leveraging scripts and email templates ensures that your team members aren't having to type out the same response over and over again to commonly asked questions, enabling them to provide service in a more efficient and timely manner. 

5) Create a system to categorize and segment priority tickets 

Some customer support tickets should take higher priority than others. A customer that’s reporting a fraudulent purchase with their debit card needs a quicker response than someone who’s asking if there are any discounts they can use.

• Start by prioritizing tickets that have been open the longest. These are the customers who may be growing impatient, or even angry enough not to shop or work with your business again.
• From there, you’ll want to prioritize the most complicated or resource-intensive tickets. This helps your team get a head start on the tickets that could end up taking a lot of time to resolve. 

Beyond prioritizing tickets, it’s also helpful to categorize them if they share similarities. Grouping similar tickets together boost efficiency. For example, your team can come up with one main solution (create a new discount code because the previous one is buggy) and easily resolve the entire group of tickets in a single pass. 

If you’re making use of email templates , a single rep may be able to clear an entire batch of tickets in seconds or minutes.  

6) Offer multichannel customer support options 

Every channel where you communicate with customers — from your main phone line and website to messaging platforms like social media and live chat support — should include customer support options. Having multichannel customer support options offers a couple of advantages.  

For one, it makes it easy for customers to reach out and engage with your company wherever they are. You may be serving customers across demographics, from Generation Z to baby boomers, all of whom have different communication preferences. The customer’s initial outreach is their first interaction with your customer service experience, and it’s great to start on a note of convenience and ease no matter who the customer is. 

Setting up multichannel customer support options can also give your response teams quicker access to the requests that they receive, allowing them to organize by priority no matter where the request originates.

Recommended reading: Customer Support Metrics

7) Leverage self-service to reduce tickets 

Any time a customer can resolve their issue on their own is a success for your business. Customer self-service support keeps your team’s hands-free and prevents one more support ticket from entering the queue. Here are some useful resources you can provide customers: 

• Company blog
• Product instructions, how-tos, and video tutorials
• Community forum 
• Dictionaries or glossaries 
• Case studies 
• Knowledge base or help center

Equipped with this information, many customers will be able to answer their questions — and perhaps discover or try something new with your product. As you’re putting these resources together, think about how tech-savvy your audience is and how long they want to spend reading about their issue. 

With Gorgias Automate , you can improve your live chat widget with a self-service flows that let your customers track and manage their orders without any agent interaction. You can also enable a chatbot. Customers can type in their question or comments and the chatbot will pull up your content that matches those keywords. 

All of these tools combine to reduce the number of tickets your support team receives in the first place, which can ultimately result in faster response times for the tickets that do appear. 

Recommended reading on live chat:

• ‍ 9 Live Chat Support Metrics You Should Follow to Satisfy More Online Shoppers
• The Impact of Live Chat on Sales

Gorgias helps support teams reduce response times

We’ve covered a variety of ways to roll back your response times, but that’s not all these best practices accomplish. They also optimize your customer service workflow overall, ensuring your customer service interactions are positive and helpful and your team isn’t overloaded or losing time to repetitive, manual tasks. 

At Gorgias, we’re proud to offer a number of different customer service software solutions, from live-chat solutions to chatbot solutions, to email auto-responders. To learn more about how Gorgias can help you speed up your response times in a way that is affordable and hassle-free, book a demo today.

Chatbot vs. Live Chat Software: What's the Right Solution?

Imagine leaving your angriest customers to spar with an automated script in your website’s chat window. Now picture your support team reading “Where is my order?” for the hundredth time and glancing at the clock, only to find six hours left in the workday. 

Who do you think is more frustrated?

Luckily, you won’t have to answer that, because these are completely avoidable problems. Once you learn the important distinctions between chatbot software and live chat software, you’ll understand how to use them both more effectively and lower blood pressures across the board.

Chatbots rely completely on automation and artificial intelligence (AI) while live chat software connects customers with human agents via a real-time chatbox. A third option, self-service chat, is an appealing alternative.

To determine which solution(s) is best for your business, let’s compare chatbots and live chat software and go through the top use cases for each.

What is live chat software?

Live chat support connects customers with human support agents who can answer their questions and assist them with any issues. When a customer opens the chat box on a live chat support solution, they are connected with a real person from the company's customer support department. 

Support agents then use live chat messaging to address customer inquiries and walk customers through the solution to their problem. 

Interested in getting live chat software? Check out one of these lists for tailored recommendations:

• Best live chat software for ecommerce
• Best live chat software for Shopify stores
• Best live chat software for general use

Pros and cons of live chat

• Live agents have the knowledge base to answer complex queries and customer issues 
• 73% of customers state that live chat is the most satisfactory form of customer communication with a company
• Enables multitasking for support agents so they can assist multiple customers at the same time
• The personalized touch of a real human can go a long way toward improving your customer satisfaction
• Support agents can find opportunities to convert visitors or turn support interactions into additional sales 
• Not available after-hours when your customer team is off the clock
• More expensive to employ agents to respond to chats
• Responses will be slowed down by high volume which impacts resolution times
• Much of your agents’ time will be spent answering the same simple questions over and over

What is the difference between chatbots vs. live chat?

Unlike live chat software, chatbot software doesn’t connect customers with human agents. Instead, chatbot software connects customers with a chatbot that utilizes AI and machine learning to provide natural language answers to common questions. 

Automation assists customers with less complex issues and provides quick answers. Chatbot technology enables companies to reduce their average response time, and frees up support agents to focus on more complex queries.  

Pros and cons of chat bots

• The ability to answer questions 24/7 without paying for agents to work around the clock. According to a survey by Drift, 64% of customers say that 24/7 service is the best feature of chatbots. 
• Chatbots offer instant responses to common questions like pricing inquiries, improving customer experience with quick resolutions to common issues
• Chatbot solutions are a highly cost-effective option, as they allow companies to resolve more customer issues without having to hire new customer support reps
• By answering commonly asked questions and resolving simple issues, chatbot solutions can free up support agents to focus on more complex questions
• Chatbots can’t handle complex inquiries requiring human intervention
• Automated responses are a colder, less human form of communication, which can impact customer satisfaction
• No opportunity for agents to elevate an inquiry into an exemplary customer experience, such as offering personalized live chat offers
• Customers will become frustrated if the chatbot can’t properly answer their questions or solve an issue

Live chat vs. chatbots: Evaluating their strengths to help you choose the right one (or both)

When comparing chatbots with live chat solutions, it's important to recognize that each category offers its own unique advantages. Many companies choose to employ both live chat and chatbot apps on their ecommerce websites. 

With that in mind, let's explore the strengths of each solution.

Response times and customer expectations 

One of the biggest advantages of chatbot solutions is the fact that they allow for immediate responses to customer inquiries. Live chat solutions can also help companies reduce their wait times, though not to the same degree. 

Chatbot advantage: Answers are immediate

According to data from HubSpot , 90% of customers rate an "immediate" response as important or very important when contacting customer service, with 60% of customers defining "immediate" as 10 minutes or less. 

With a chatbot app, offering immediate response times to customer queries is a much more attainable goal. Best of all, these immediate response times are a 24/7 offering for customers, whereas live chat agents may not always be on the clock. 

Live chat advantage: Solve complex issues

The problem with relying solely on chatbots to reduce customer wait times is the fact that even the best and most intelligent chatbots are often unable to resolve complex issues. Chatbots are excellent at pulling information from internal databases to answer common questions, such as providing the status of a customer's order or editing it.

But for uncommon questions or complex issues, a chatbot alone may not be sufficient. Because they can only handle one thing at a time, it can take forever before you get all of your questions resolved.

Solution: Use both chatbots and live chat

Many companies use chatbots alongside live chat support. This allows businesses to offer both immediate responses, as well as more in-depth support for complex issues. 

For example, a customer may first be connected with a chatbot that provides instant responses to their query and assists with gathering initial information. If the chatbot determines the customer's question or issue is too complex to resolve, the customer is then connected to a support agent via live chat. 

This combination is an ideal solution for many companies, allowing them to quickly resolve common issues without the need for a live chat agent. At the same time, customers have the option to speak with a real person in cases where assistance from a chatbot alone isn’t sufficient. 

Human touch and personalization needs 

While chatbot apps can help reduce customer service wait times and the number of customer service reps needed, many customers prefer speaking with a person. 

Live chat advantage: The human touch

A CGS study found that 86% of customers would rather interact with a human agent than a chatbot. Further, 71% of customers say that they would be less likely to purchase from a brand that did not have real customer service representatives available. 

Chatbot advantage: AI learning

Chatbots have come a long way toward replicating natural language and determining customer intent for better customer engagement. Today, the best chatbot applications can come quite close to sounding like actual human beings. 

Chatbots leverage AI and machine learning to deliver personalized responses, as opposed to only “canned” responses, and can better serve your customers. 

Even the most advanced chatbots still fall short of a live representative when it comes to delivering a personalized, human touch. They’re also lacking when it comes to handling more complex questions or customer issues. 

Once again, a combination of automation and live chat support is typically the best approach. 

Consistency and accuracy

Chatbots and live chat applications have unique advantages when it comes to delivering consistent and accurate responses to customer queries. 

Chatbot advantage: Consistency

Chatbots are excellent at delivering consistent, on-brand messaging. They can be programmed to systematically follow templates or scripts to provide a consistent customer service experience. 

When working with human customer support agents, this high degree of consistency can be a little more difficult to achieve. 

Live chat advantage: Accuracy

While live chat support may not offer the same consistency as chatbots, human support agents do tend to be more accurate when determining the intent of the customer they are assisting. 

For example, a simple spelling error can sometimes confuse chatbots, whereas a human customer support agent would be much more likely to look past the error and correctly figure out what the customer needs. 

A human agent is also much more likely than a chatbot to accurately interpret questions that are worded strangely. 

For companies that are choosing between chatbots and live chat support, it’s a question of whether they’d like to prioritize consistency or accuracy. This is yet another reason why a combination of chatbots and live chat support is often the best solution.

More chat features to provide self-service support without the bots

Many of the issues your website visitors have with bad chatbots involve their mimicry of support from real people. It’s easy to tell when you’re chatting with a robot, but it’s not always made clear to you by the chat widget.

But there’s a third chat option that you should consider in addition to live chat and chatbot software.

Self-service chat options make it clear to your customers that they are receiving automated help. By presenting menus instead of imitating a human conversation, self-service customer support empowers customers to find the answers they need on their own.

It’s a win-win, because the customers get the answers they need in real time, at any hour. And your team can focus on support tickets that are more important to the business.

Here are a few ways self-service chat options can work.

Self-service order management

Up to 30% of incoming customer service tickets are shipping status requests. With self-service order management in the chat widget, customers are empowered to make these queries on their own — providing fast answers and reducing your support tickets.

These automated options are easy to add with Gorgias . This self-service adds buttons to the chat widget to automatically:

• Track an order
• Return an order
• Cancel an order

Quick service with chat automation provides quick, responsive customer service, which means better customer experience and a positive impact on revenue.

Barcelona-based shoe brand ALOHAS added self-service order management flows with Gorgias after experiencing a high chat volume. This allowed customers to find information on their own without a human needing to respond.

Here’s how a “track order” request looks in action:

Quick answer flows

When using a chat widget, you’ll notice the same questions come up again and again. You can satisfy those FAQs by adding quick answer flows into the chat widget.

These automations can be set up in the widget for questions like:

• What is your shipping policy?
• Are there any discounts available?
• Do you have any new products?
• What materials do you use?

These automations can be customized for whatever FAQs are most relevant to your ecommerce store.

Here’s how it looks, for example, when an ALOHAS customer wants to find out more about the brand’s shipping policy.

Luxury jewelry brand Jaxxon has used these self-service quick responses with great success . The customer service team found themselves overwhelmed with customer questions and unable to respond as quickly as desired.

Jaxxon upgraded their live chat widget with Gorgias Automate with Quick Responses for customers. The result, combined with using Gorgias’ helpdesk, reduced live chat volume by 17% and lifted the on-site conversion rate by 6%.

Autoresponders

Even when a customer chooses to type out a question, automation can be used to provide quick, customized service through the chat widget.

Gorgias can detect questions that come in through chat and provide automatic answers using Rules and Macros .

Here’s how the flow works:

• Intact detection scans the incoming message.
• Rules is triggered when a relevant message is found (such as some asking about where their order us) is responds to the customer.
• Macros is where you create the templated response sent to the customer. The Macro can be set up to pull in a customer’s unique information like order number, their name, and their tracking code.

The best part is this can not only be used for chat, but for responses to tickets coming in through other communication channels like email , social media , and SMS .

Keep customer service running 24/7

With Gorgias, you can make sure your chat widget isn’t missing a single ticket, even if your customer support team is offline.

First, you can set up your business hours to correspond with when you have live chat available. This will show up on your site’s chat widget by either showing the current status as online or offline.

From there, you can create automated responses for whether you’re offline or online. During business hours, this message can tell customers you’ve received their request and give a time by which they can expect a response.

After business hours, the responder can tell customers that although you’re offline, they can expect a response during the next day’s business hours via email.

You can also use a contact form which turns a chat into an emailed ticket. This is great to use after-hours and to make sure chat requests don’t get lost overnight. 

Combine automation and human interaction for the strongest customer experience

The use of automation within customer service is multifaceted. As we discussed earlier, a human touch is critical for many customers, and speaking with an automated chatbot can be a turn-off. However, automation certainly has its place in the customer service process.

On the customer’s side, starting with self-service chat helps them receive quicker customer support at scale — a more satisfying experience. On your team’s side, automation allows for sorting, segmenting, and prioritizing tickets .

When self-service chat can’t solve an issue, someone from your support team can easily step into the conversation. You can use Macros — scripts that automatically bring in the customer’s information — to scale the human touch on your support team.

So in reality, it’s not automation vs human support. These are two complementary tools that work better together. And the result is a stronger and faster customer experience for your website visitors, which can increase your conversion rate by as much as 12%.

Still not convinced? In 2021, brands using the Gorgias chat widget generated an average of $38,702 from conversations involving chat. We have a whole post on live chat statistics that can help illustrate the impact our chat widget can have on your business.

Gorgias brings intuitive live chat to your ecommerce business, alongside your other channels

If you’re an ecommerce business looking for an all-in-one customer support solution that includes live chat support and AI-powered chatbots, Gorgias is your one-stop shop. 

Our algorithms are trained on hundreds of millions of ecommerce tickets, so you can be sure your customers are getting the right responses every time. 

Plus, you can manage both live chat and chatbot conversations in the same dashboard that you use for all your other channels, including phone, email and major social media platforms. Bring in chat from other channels, including Facebook Messenger . We’ll even be supporting Whatsapp in early 2023.

Our customer support platform is available for Magento , Shopify , and BigCommerce users.

Read more about our chat offerings by clicking here .

Customer Service Messaging: Tips and Templates for SMS + Conversational Channels

Customer service messaging (also known as conversational customer service) is a powerful way to elevate the customer experience and delight customers beyond their expectations. For customers, texting with a support agent feels much more convenient and casual than slower channels like email. And, SMS is a much better channel for “on-the-go” communication, since most people always have their mobile phones and can usually reply to text messages quickly.

That’s why customer service messaging is one of many recent customer service trends shaking up how ecommerce and D2C businesses offer support.

In this guide, we’ll discuss how your business can implement or improve this type of customer support and other conversational channels in your customer service strategy. 

Let’s get started with why it’s important for businesses to offer SMS customer service .

What is SMS customer service?

SMS customer service is when support teams resolve customer questions and issues via text message.

Why SMS text messaging improves the customer service experience

Customers love these one-to-one messaging channels for customer service because they’re so quick and convenient. When implemented well, conversational messaging allows customers to reach your CS team and get answers quickly — within 42 seconds, most of the time . Especially considering that 42% of customers prefer communicating with customer service on messaging apps over any other channel, introducing a conversational channel may do wonders for your brand’s customer satisfaction.

Your customer support team can also use these channels to proactively reach out to customers with important updates and timely discounts.

SMS customer service is especially attractive to your customers because they don’t have to stay glued to your website or check a social media app for new DMs. They can get answers to their questions on a device they already check 96 times per day . Let’s take a closer look at SMS, a channel that’s quickly gaining ground as a standard support option. 

10 tips to successfully incorporate messaging into your customer service strategy

Adding each messaging channel at one time might overwhelm your customer support team. Likewise, a new channel may have low adoption if you don’t announce it to your customers. As you begin offering messaging experiences as a part of your customer care portfolio, use our top 10 techniques to maximize the effectiveness of your workflows on those channels.

1) Funnel all interactions to SMS or messaging channels and then move to email or phone if needed

For issues with easy solutions, there’s no reason for customers to engage with email or phone. Emails are slow and clunky and phone calls can lead to customer frustrations, especially if your wait times are excessive. Texts are far faster than either option and can provide simple, accurate information that leads to speedier solutions — and happier customers.

For that reason, we recommend setting up your contact page and information so that text and other live channels are your first line of communication — well, after self-service support . You can always move to email or phone if the customer requests it or if the problem you’re trying to solve is better suited to one of those channels.

Tip: Speed is an important factor in all customer service interactions, but it’s critical when sending any sort of instant message. First response time (FRT) is a key customer service metric you can measure with Gorgias through the analytics dashboard . Make sure to track the speed of your responses when you start your support messaging program.

2) Consistently let your customers know that you’re available on quick messaging channels

To inform your customers they can now text your brand, we recommend adding “Text us,” plus your phone number, in some or all of these places: 

• The footer of your website
• The “Contact Us” page of your website
• Your Gorgias Help Center
• Transactional emails (order confirmation, return initiated, etc.)
• The signature of your support agents

You can put your messaging app information in the same spots, and make sure to say you accept support requests via DM in your social media bios so customers know they can shoot you a message.

Tip: Because conversational customer service usually takes place on a user’s phone, you need to keep responses short and friendly. The long, detailed macros and templates you might use for emails won’t work when communicating through short messages — depending on your platform and your customer’s phone, long messages might not send or might get broken into multiple text messages. Plus, depending on your brand’s tone of voice, conversational channels are a great place to use emojis, images, and GIFs to make the conversation even more friendly and casual. 

3) Use autoresponders for a lightning-fast first response

Start every messaging interaction with an autoresponder. This tactic lets your customer know that you received their request, and it gives your human agents a small buffer of time to finish up their current encounter before starting the new one. You can also include a link to your help center in case they want to look for their answer on their own.

You can use this tactic whether you’re incorporating chatbots for basic query automation, or using your customer service agents for all customer interactions.

See page XX for an example of an autoresponder Rule for messaging.

4) Create a system to categorize and segment priority tickets 

Some customer support tickets should take higher priority than others. A customer that’s reporting a fraudulent purchase with their debit card needs a quicker response than someone who’s asking if there are any discounts they can use. 

You can start by prioritizing:

• Tickets that have been open the longest . These are the customers who may be growing impatient, or even angry enough not to shop or work with your business again. This can be set up with a View of tickets that have been open for more than X minutes, where X is an amount of time corresponding to your service-level agreement (SLA).
• Tickets from VIPs and loyal customers . You can tag these customers and make a View based on that tag to surface their questions and concerns.
• Tickets that fall into certain intents , like “order/damaged,” which Gorgias auto-assigns through our proprietary algorithms. You can auto-assign these tickets with a “priority” tag using a simple automation Rule and set up a View that has all open priority tickets.

You can even set up dual priority queues for all priority-tagged tickets: One for priority tickets that are about to go past the first response time in your SLA and another for all other priority tickets. Then prioritize the former, followed by the latter, followed by other tickets, to keep your first response time and resolution time down while giving attention to important tickets.

Beyond prioritizing tickets, it’s also helpful to categorize them if they share similarities. Grouping similar tickets together boosts efficiency. For example, your team can come up with one main solution (create a new discount code because the previous one is buggy) and easily resolve the entire group of tickets in a single pass.

5) Use Macro templates to respond faster to repetitive requests…

If you are responding to customer service messages on a platform like Gorgias that supports Macro templates, you need to take advantage of this time-saving feature. But you can’t just take your existing email templates and drop them into these conversations.

You need to create a specific set of Macros for messaging purposes, using the principles we mentioned earlier: short, friendly, personalized, etc. That means you need to use variables like [Customer first name] or [Last order number] to personalize messages. If you set up your Macros strategically for DM and SMS messaging, many can be reused for live chat, as well.

To prioritize building Macros that will have the highest impact, create Macro templates to respond to the most common questions that have come through your helpdesk. You can also ask your team which responses they end up writing out the most and add those templates too. 

Once you create and launch these Macros, you can automatically add Tags to Macros for reporting to see which Macros are being used the most. This will help you understand where you have gaps (or unhelpful Macros) and can make tweaks to improve your agent workflow and customer experience.

6) …Or deflect those repetitive requests altogether with automation Rules

If your customer service platform supports automation, as Gorgias does through our Automation Add-on , you can deflect up to a third of repetitive, tedious tickets instantly, with no human interaction. Much of this automation can be applied to customer service messaging, as well.

When we mention automated answers, some support professionals say something like, “We don’t want to send low-quality automated responses to our customers.” We completely agree: For many tickets, automation doesn’t provide the best customer experience. 

However, as you know, most tickets your support team receives are repetitive and low-impact, like questions about order status ( WISMO ) or your refund policy . We recommend setting up automatic responses for these tickets, so customers get instant answers and agents have more time to respond to tickets that actually need a human touch.

Look through your reporting dashboards to see the tickets that are taking up the most time on your support team, and prioritize those requests for automation with Rules, where appropriate.

7) Go beyond text-only interactions with multimedia messaging

WhatsApp Business, Facebook Messenger, and SMS support images, and luckily so does Gorgias. This is a more engaging way to interact with customers, and it also allows you to exchange relevant images like broken parts, malfunctioning equipment, and screenshots for more helpful instructions.

If you want to go this route, maintain a catalog of fun, topical images that your support team can use in their customer conversations, and give them the freedom to collect their own images to insert. It’s a great way to make your support feel more personal and human, but use common sense: Frustrated customers don’t want to receive a picture or meme, they want their problem solved as quickly as possible.

8) Provide proactive support at scale on platforms that allow it

SMS and other personalized one-to-one support channels can get a little complicated because not everyone wants to interact on the same messaging application. True SMS support goes out over cellular networks and lands in users’ actual text messages, the same way messages from their friends and family do.

But you may need to be ready to handle other support channels that use similar short, text-based communication. These include Facebook Messenger , WhatsApp , and your website’s web chat . Certain channels may be a better fit for your unique customer base — for example, Instagram attracts a younger audience than Facebook Messenger, and WhatsApp is more common outside the US. Likewise, you may have other specialized messaging channels or messaging platforms that you need to support.

As a rule of thumb, you need to be where most of your customers are, which varies across businesses and industries. But to reach the desired level of customer engagement, most businesses need to be reachable via most, if not all, the major applications and support channels. 

That’s where a unified customer service platform can be really useful. By keeping all of your customer conversations in one feed, you can handle more channels more strategically, through triage and routing to dedicated agents for specific tasks. For example, you could have one agent who just handles messaging and route all messages to that person for a quicker response.

On platforms like WhatsApp Business, you don’t have to wait around to hear from customers. This allows for a wide range of strategic and proactive support interactions. 

For example, you can send out text blasts:

• When you have an issue affecting all customers (i.e. website downtime) to let them know what’s going on (and avoid getting excessive tickets about the issue)
• When you have new product launches or add-ons, driving revenue and customer education
• When you have relevant announcements for customers: limit these to news that actually affects customers (i.e. shutting down your community or a time-sensitive sale), not company news (i.e. your latest fundraising) 

A proactive approach builds trust with your audience — they will see you going above and beyond with these efforts, and know that you’ll be upfront with potential issues.

9) Integrate your SMS support with your marketing efforts

SMS marketing is a useful tool for your ecommerce store, but it becomes even more powerful when you integrate your SMS marketing tool into Gorgias. Send out SMS blasts and have support agents on hand to handle any questions you get in response, to help nudge those customers closer to a sale.

With certain integrations — Klaviyo , for example — you can even use Gorgias attributes to segment and build campaigns. Use this function for win-back campaigns, or to send a special offer to customers who posted low CSAT scores.

10) Conduct surveys using text messages to collect feedback from customers

Text messages are an effective method for collecting feedback from existing customers, too. Once customers opt in to SMS communication, you can use this point of contact to launch quick surveys that provide valuable feedback.

Response rate is always an issue with email surveys, and other channels see higher response rates. Using a multichannel approach will supply you with more responses and help you make more data-driven decisions with the results.

Note: In a customer service tool like Gorgias, you would use one of our integrations with Klaviyo or Attentive to send the survey to entire segmented lists of customers or prospects, all at once.

SMS customer service templates for common response types

Ready to start implementing an SMS customer service strategy but not sure what to say? We get it: Staying concise yet friendly is tough, and so is conveying all the needed information in such a short space.

We’ve put together a collection of proven templates you can start using today. Adapt as many of these as you need to fit the contours of your business, and bring them into your customer service platform of choice. In Gorgias, you could auto-populate these responses through our Macros.

Note: We’re sharing these templates as text messages, but they can easily be adapted to other conversational channels like social media DMs and live chat. 

Ticket received template

As we mentioned earlier, it’s a good idea to set up an autoresponder. This tactic can buy your team time to finish up a previous interaction or send an email, yet it shows you’re on top of the interaction and will be back soon.

Here’s our template for a ticket received autoresponder:

Thanks for texting {Brand Name}. An agent is reviewing your question now. We’ll get back to you shortly :)

Introduction message template

The introduction message is the point where your autoresponder or chatbot passes off the reins to a human agent. It’s the first point of personalization, and you want to make a solid impression. Still, your agents don’t need to be typing these out every single time. Use a template like this one to break the ice (just with a little less repetitive stress injury):

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Thanks for messaging us. What can I help you with today?

Hours of operation template

There are two frequent scenarios where an hours-of-operations text makes sense. One is as an answer for when customers message you on social media or elsewhere just to ask when you’re open. In those cases, use this template:

Hello, {Customer First Name}! I’m {Your Name} from {Brand Name}. Our hours of operation are Monday through Friday, 9 a.m. to 8 p.m. Best, {Your Name}

The other scenario is when a customer reaches out via a messaging channel and there’s no one on the other end. If your helpdesk isn’t open 24 hours a day, use a template like this when the team isn’t live:

Hello, {Customer First Name}! Our live chat helpdesk is open {list hours}. You’ve reached us outside those hours. Leave a short message here and we’ll get back to you tomorrow.

By the way, if around-the-clock coverage is a goal of yours, you might be interested in introducing contact forms into your live chat widget. These forms let you keep your live chat on 24/7 and, when nobody’s available to answer, they ask customers for contact information so you can be sure to follow up. Learn more about Gorgias’ automation add-on and contact forms .

Order status template 

This one’s pretty obvious: You want to let the customer know the status of an order, and there’s no reason to manually type a whole message to do it.

Use this template when a customer asks for their order status. You can create variations of this one for delays or other order status updates, and even customize it further to include tracking information.

Hey {Customer First Name}, great news: Your order has shipped! It will arrive on {delivery date}. Let me know if I can help you with anything else!

Payment reminder template

Customers with recurring subscriptions sometimes forget the frequency they sign up for or when their next payment will be. Use this template if customers frequently ask your brand when their next payment is:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your next payment of {amount} is coming up. Your card on file will be charged {due date}. Questions? Reply here or call {phone number}.

Pro tip: While there’s nothing inherently wrong with soliciting payment via SMS, many consumers will view this with suspicion. Text channels may not be the best avenue for inviting bill payments or collecting credit card information. It could also lead to more cancellations, which makes it a balancing act, though customer clarity is important to have. Always track the impact of changes to your process and be mindful of how new touchpoints could affect it.

Deals or rewards template

If you’re trying to build brand loyalty or win back an upset customer, sometimes a simple discount code can go a long way. At the end of an SMS conversation, there may be times when you can surprise and delight customers by sending over an exclusive deal. Here’s a template (though you’ll certainly need to customize this one further to fit the details of your offer):

{Customer First Name}, thanks for being such a loyal customer. We’d like to give you {details of the offer}! Click to redeem: {short URL}

Refund issued template

Refunds happen, and they don’t always require a massively complicated interaction with your contact center. If you’re able to resolve a ticket and issue a refund with a simpler interaction, this template can finish the one-to-one portion of the encounter. 

Notice the template specifies that the interaction will finish up asynchronously (via email). It’s a great way to tie off the synchronous, real-time interaction and lead the customer right to the next step (check your email.) 

Here’s the template:

Hey {Customer First Name}! We’ve issued a refund for your last order. We’ll send all the details to your email, but feel free to let me know here if you need anything else.

Pro tip: You can tie discounts and future order credits into this template, but make sure your entire team is aligned on your official policy as you update the Macros to match it. You may also want to have different tiers of intervention (and offerings) depending on the severity of the issue.

Customer check-in template

The customer check-in is another asynchronous message that occurs outside of an active conversation. Perhaps the customer walked away from a previous encounter or seems to be stuck on the customer journey based on other CRM data.

Whatever the reason, a gentle, well-timed message can sometimes get the customer back on track.

Here’s a model:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Just checking in to make sure everything is working well for you. If you have any issues with our {products/service} or need anything else, let me know!

Templates for SMS marketing and relevant integrations 

Though a customer service platform can handle the above templates, you’ll likely want to expand even further through additional integrations with the platform. If you take that approach, here are some opportunities that open up:

Discount template

If you’re running a sale or trying to drive traffic to your site, a great way to do so is by texting a discount code to customers on your SMS list. Because their phone is probably close by, it’s great way to promote your sale and make sure it gets noticed. Here’s a template you can use (but remember to update with your own promotion!): 

Flash sale, this weekend only! Up to 40% off, including our latest collection. Shop now: {insert URL} 

Appointment reminder template

Medical offices and other organizations that schedule appointments or meetings can bolster attendance and reduce no-shows by providing yet another reminder — one that reaches patients and customers directly via phone.

If your SMS system supports it, you can invite an auto-reply to confirm or cancel an appointment, too. Use this template:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your appointment is scheduled for tomorrow at {appointment time}. See you then! Reply Y to confirm, N to cancel.

Order confirmation template

Order confirmation messages simply confirm that your business has received and is processing a customer order. These don’t typically take place during an active one-to-one customer service interaction. Instead, they’re sent automatically and asynchronously, whenever the order confirms.

Still, you can set them up as personalized messages and enable replying so that, if something happens to be wrong, the customer knows how to reach out.

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your order #{order number} has been received, and we’re working on it now! We’ll message you again when it ships. Questions? Reply here.

Pickup notification template

If you’re in an industry that offers pickup services (whether curbside pickup, custom goods like eyeglasses, or anything else), a text message is a great way to let someone know their order is ready for pickup. SMS reaches customers when they’re on the go in a way that email frequently doesn’t.

Here’s an example:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your recent order #{order number} is now available for pickup at {location}. Stop by to grab it anytime today before {closing time}!

Survey or poll template

This message asks your customers to respond to a survey or poll. It’s a data-gathering tool that can pull in responses from people who ignore your emails or the messages at the bottom of store receipts. Try a script like this:

Hello, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. We value your opinion as a customer and we’d love specific feedback on {topic}. Here’s a 5-minute survey: {short URL}

Membership renewals template

Membership renewals, like payments, ought to be set up as automatic occurrences. Still, it’s helpful to remind a customer that a charge will hit their bank account soon — you don’t want to track down non-payments, and you don’t want angry customers who weren’t prepared for a bill.

Hi, {Customer First Name} {Customer Last Name}! I’m {Your Name} from {Brand Name}. Your annual membership renewal is coming up on {date}. Your card on file will be charged on that day.

Is conversational and SMS customer service right for your business?

At Gorgias, we believe any industry can find value in conversational support , though some industries and brands will get more bang for their buck with these channels. 

For ecommerce brands that deliver physical products, conversational support is a no-brainer. Imagine your customers get shipping updates via SMS and can just respond to the message if the package isn’t delivered correctly to get immediate help. No need to open up a laptop and log into a support portal or compose an email.

If you’re on the fence about offering conversational customer support, consider whether any of these points are relevant for your business:

First, consider your primary audience. If you sell to millennials and Gen Z, conversational customer service deserves serious consideration. These groups value speed and convenience more than anything : Millennials prefer live chat over every other channel, and 71% of people between 16 and 24 agree that faster customer service would drastically improve the shopping experience.

These two generations grew up texting. It’s a very natural communication style for them, so they’ll feel right at home texting and DMing your brand. They’re also absolutely massive groups — combined, they make up a staggering 42.3% of the U.S. population .

If you’re targeting an older generation, texting may not feel as natural. They have a higher tendency to prefer email or phone, although that’s changing by the day.

Is your marketing team already sending SMS campaigns?

One of the biggest hurdles to implementing conversational support is getting the systems, hardware, and staff in place to respond to SMS texts and messaging app requests at scale. If you’re already sending SMS marketing campaigns, then you already have some of that infrastructure in place.

So, if you’ve already made the investment in SMS for marketing purposes, then integrating messaging with your customer service platform and team requires minimal additional investment.

Fortunately, your helpdesk and SMS marketing software may integrate to give you a centralized way to spark conversations if customers reach out via text or respond to SMS campaigns. With Gorgias and Klaviyo , for example, customer responses to SMS marketing campaigns get assigned directly to an agent for fast response times.

Are customers abandoning conversations on other channels? 

One of the benefits of messaging is that customers don’t have to stay on the phone or by their computer — they can easily continue talking even if they have to take the dog out, go to work, or even fall asleep and respond in the morning. Plus, while email conversations often span multiple days which is frustrating for customers with simple requests, requests on messaging channels usually get resolved before customers lose interest or patience. 

If you notice that your brand currently sees lots of unresolved email threads or phone calls, you might need to offer customers a more convenient and flexible channel to talk to your team. This is a perfect use case for SMS and other messaging channels.

Are you already active on related channels?

It’s important to show up where your customers are. That’s why most brands post and engage with customers on social media pages. But if you’re posting on social media and not providing support to customers who reach out via DM, you’re missing a big opportunity. 

By adding conversational support via Facebook Messenger and Instagram and Twitter DMs, you can maximize your presence on those platforms and provide an omnichannel customer experience for both existing and prospective customers.

Are you struggling to gather customer feedback?

We often discuss the importance of customer feedback to monitor brand perception and constantly improve the product and customer experience. But as most brands know, getting feedback via email can be a challenge because of low survey open rates and lack of follow-up from customers. 

Business texting lets you ask your customer base for feedback on a channel they are less likely to ignore. Text messages have a whopping 98% open rate . Consider sending CSAT , NPS surveys , and other requests for customer feedback on this channel to raise your response rate for more accurate customer support metrics . Of course, with great power comes great responsibility: Spamming customers will quickly damage customer relationships, so don’t send too many messages to their personal devices.

What to look for in text messaging tools

SMS customer service is an avenue that customers are growing to expect. But managing yet another communication channel — much less one that demands real-time responses — takes careful planning.

Implementing a messaging strategy requires using tools built for that purpose. Some customer service messaging platforms offer SMS support natively, while others integrate a third-party SMS integration tool to add this functionality. 

As you consider the available options, make sure the one you choose offers the features you need. Some tools are full-fledged SMS marketing solutions. Others focus specifically on SMS as a support channel.

It’s easier for most businesses to use an all-in-one customer service platform like Gorgias to support an omnichannel approach . With this kind of helpdesk platform, SMS tickets can be handled in the same feed as your other tickets and benefit from the same workflows and automation.

Here are some other features your customer service tool needs to have to handle SMS ticket effectively:

• Conversation history (for SMS and other text-based channels like Facebook Messenger or webchat) so your agents know what this client has asked about or needed support for in the past
• Ability to create and customize macros as replies to SMS questions
• Ability to send and receive images or videos (this is great if your support teams need to see the damaged item to issue a refund, for example)
• Routing or triaging capabilities to make sure SMS conversations don’t get lost in a queue of tickets
• Integration with other ecommerce tools so your agents have all the context they need to reply in a single space (e.g., surfacing Shopify customer data or CRM data during a support interaction)

Ecommerce SMS marketing tools to complement your customer experience

As we mentioned earlier, SMS marketing lets brands connect with consumers in a personalized and measurable way, just like with customer service. According to Attentive , average read rates of 97% within 15 minutes make SMS a prime channel for connecting with prospects and customers.

If you’re looking for the right SMS marketing tool to work in tandem with your new SMS customer service channel, consider these four leading tools. Each one integrates with Gorgias, along with most of the rest of your tech stack.

Each tool offers a slightly different feature set. Revisit the list of features we compiled earlier in this article to help determine which are the most important to you, then vet these four tools against your customized list.

• Klaviyo , a Gorgias preferred partner, is a leading customer data and marketing automation platform that leans heavily on SMS communications. Automatically create tickets in Gorgias if customers reply to Klaviyo SMS messages, and send Gorgias events into Klaviyo to create targeted audience lists based on support experiences. 
• Attentive , also a Gorgias preferred partner, sends automatic text messages to your subscribers at each step of the customer lifecycle. It collects real-time behavioral data on customers as well, and the Gorgias integration allows you to see that customer data within the Gorgias sidebar. If a customer replies to an Attentive SMS, it’ll automatically create a ticket in Gorgias for agents to reply to. 
• Postscript is an SMS messaging tool that drives revenue growth and improves the customer experience over SMS. If a customer replies to a Postscript SMS, it’ll automatically create a ticket in Gorgias for agents to reply to.
• SMSBump is a D2C focused SMS customer journey automation tool by Yotpo that boasts powerful results: 45% conversion rate and 25x ROI for D2C brands. By connecting SMSBump with Gorgias, tickets will automatically be created if customers reply to SMSBump campaigns. 

Integrate your SMS tool with your helpdesk for a seamless customer experience

Integrating any of these SMS marketing tools with Gorgias is a great way to unify your marketing and support efforts to improve the overall customer experience. For example, if customers respond to an SMS marketing blast from a tool integrated with Gorgias, the response gets brought into the helpdesk. The agent can see the initial marketing message and the customers response, so they can answer any follow-up questions. It's like an alley-oop from your marketing to your support team.

Also, these integrations help your marketing team be more aware of active support conversations to avoid tone deaf marketing. For example, by integrating Gorgias and your SMS marketing tool, you can pause marketing campaigns on customers awaiting a response from support. (Nobody wants to get marketing messages if they're waiting on a delayed order, or troubleshooting their last purchase).

Message your customers in real time with Gorgias

Customer service messaging across a wide range of message-based platforms can be a powerful addition to your customer service channels . Of these, the SMS channel is one of the most powerful options for businesses that want to reach customers directly where they are.

The scripts and tools provided in this guide should put you well on your way toward a successful SMS support rollout. But make sure that at the core of your customer service operation, you have a platform robust enough to handle everything you need to do — and whatever functionality you might add in the future. For more examples and tactics to launch a successful rollout of SMS support, check out our playbook of Berkey Filters , an online store that released SMS support to great adoption.

Gorgias is the customer support and helpdesk platform built for ecommerce businesses like yours. Our live chat tools and 150+ integrations equip you to reach your customers — whenever and however you choose.

See how Gorgias supercharges customer support and helpdesk via SMS . Alternatively, check out more information about our integrations with:

• Instagram messages
• Facebook messenger ‍
• WhatsApp messaging

How To Provide Order Tracking for Your Ecommerce Customers

The competition to provide customer satisfaction in ecommerce today is fierce. Now, shoppers demand free shipping on every order and expect lightning-fast order processing and fulfillment . What once were “nice to have” differentiators for small businesses have become necessary for growth and success. 

Similar to getting orders quickly and with no shipping fees, customers expect a tracking number to see an order’s status and its location at any given time. Even better are real-time alerts and SMS or email notifications at each point in an order’s journey from purchase to doorstep. 

Below, explore the benefits of tracking customer orders and why you should consider implementing an order tracking tool for your business. 

Why your online store should track customer order status

Customers have been trained by huge ecommerce vendors like Amazon and tracking to track their online orders from the order processing stage to the moment a delivery person from FedEx, UPS, or USPS drops it at their doorstep — with photo evidence. This has set high expectations. 

Offering real-time tracking data for purchases benefits both your customer and your business in four distinct ways.

Gives shoppers and business owners a sense of security

Once customers place an online order, waiting for it to arrive can be both exciting and stressful. Questions like, “Will it get here on time?” or “Is it ever coming?” are heightened if customers can’t check the delivery status in real time themselves. Plus, as a business, you can follow along to ensure that orders are getting where they need to go. 

A 2021 survey by OptimoRoute found that 24.6% of online shoppers said they were extremely likely to return for additional shopping if a brand provides real-time order tracking.

Allows customers to plan ahead

There are reasons beyond “I'm just curious” that consumers need to know an order is on its way and when it will arrive. For example, if a product is expensive, customers won’t want it to sit on their front porch all day. If a signature is required, they might have to work from home to accept the package. In these instances, status updates are crucial.

According to ProShip , "80% of customers want to track their order status not only online, but also on their mobile devices. And of that 80%, 76% of them want SMS communication throughout the entire shipping process ." 

Keeping in constant contact with their order at home and on the go via a mobile device gives customers the transparency they need to plan ahead for a fun unboxing or essential item they can’t live without. 

Builds customer loyalty 

The customer experience you provide on your ecommerce platform is essential to business growth. Providing shoppers with tracking information, email notifications, and delivery dates can create a positive association with your brand, build a better customer experience, and drive loyalty and retention.

The Effortless Experience found that 96% of customers who have high-effort experiences feel disloyal to those companies afterward. And forcing customers to dig or compose an email just to know the status of their order is a high-effort experience.

New customers appreciate seamless experiences and are more likely to make repeat purchases from businesses that offer them. Creating a cycle of repeat business will help your business grow, so encouraging loyalty through an easy-to-use order tracking tool is a big advantage.

📚Recommended reading: Our guide to offering free shipping and boosting customer loyalty at an affordable price.

Frees up your customer service team (by deflecting WISMO tickets with automation)

Many ecommerce companies are looking for ways to alleviate customer service workloads and reduce time spent handling simple requests. Providing real-time order tracking is one of those ways since customers no longer need to ask, “Where is my order (WISMO)?” 

Instead of calling and emailing to check their order status — one of the most common questions customers ask any ecommerce business — tracking systems proactively send email notifications or provide access to a portal where customers can take a look at progress in real-time. This solution streamlines the process and cuts down on call volumes. This increases productivity for you or your customer service team because they’ll be freed up to address more complex issues.

Typically, you can automate customer order tracking notifications via SMS, app notifications, or email — we’ll cover this in more detail below. Or, create a self-service portal where customers can use their purchase order number to access order status — we’ll cover this more in a later section.

📚Recommended reading: Our guide to customer service automation for faster, friendlier service.

Lowers the number of returns you can expect 

People often return items because they arrive late and the customer no longer wants or needs them. With detailed and up-to-date order tracking (as well as a clear returns policy ), customers can better anticipate the arrival date of the product, making it less likely they’ll just ship the package back to you when it finally arrives. And, as you might expect, reducing returns has a great positive impact on your business’s revenue.

📚Recommended reading: Our list of best practices for reducing returns in ecommerce and our list of the best returns management software .

Why ecommerce businesses should think twice before building a custom order tracking system 

There are numerous advantages to using a customer order tracking system. We recommend using a pre-built solution — and put our recommendations below — because maintaining a manual tracking system is time-consuming. 

A custom-built tracking page may require more data entry than necessary with other solutions. Not only do manual processes open your system up to human error, but they also eat up productivity.

Manual systems require extensive set-up

If you try to provide order tracking yourself, you’ll save in the short term but end up spending plenty of time building and maintaining a system to send tracking information.  

For example, once you sync your tracking components up successfully, you'll need to create different templates that collect or communicate information to your customers. For example, you might build an order form that collects order information like a customer’s name, address, phone number, and credit card information. Or, write a pre-written email that you can use to send out shipment notifications for each step of the order process. 

You might also create templated responses that answer common questions like, “Where is my order?” or that provide tracking information or shipment and delivery updates. 

You need seamless integrations to avoid tab-shuffling

For an order tracking system to work properly, your manufacturers, website, helpdesk , social media commerce , SMS, inventory management software, and shipping carriers’ information must all "talk to" each other. If they don't, information gets bottlenecked or not communicated at all. The result is that your customer isn't able to access their order status, which causes frustration and has them calling your customer support team.

How to set up order tracking: Let customers see the status of shipments in real time

If you’re manually recording and sending out order tracking information in an excel document, you’re likely feeling very frustrated right now. 

One of the most common incoming questions teams get is Where is my order? (WISMO). And the best way to mitigate those messages is to implement an order tracking system that allows for self-service order tracking and automates shipping tracking notifications. Here's how to do it:

• Decide on an order tracking tool
• Integrate your order tracking tool with your ecommerce platform

Configure your tracking app’s settings

• Let automation do its thing

Integrate your order tracking software with your helpdesk

This creates an overall better customer experience by providing transparency and reducing stress or frustration — customers see exactly where their orders are at any point in time. You’ll also be available for customers when they’re most engaged. 

Here’s how to implement one. 

Decide on an order tracking tool 

First, you’ll choose an order tracking tool like ShipBob, ShipStation, or AfterShip — we discuss each in more detail below. These tools take order information like tracking numbers and shipment status and automate their delivery to a customer. Many order tracking apps integrate with different ecommerce systems like Shopify , BigCommerce , Magento , 3DCart, or WooCommerce. So, you’ll need to make sure that the tool you choose integrates well with the ecommerce system you use. 

As an example, we’ll walk through setting up order tracking with AfterShip on a Shopify store. 

Integrate your order tracking tool with your ecommerce platform 

This is usually quick and easy, depending on the tool. You can add AfterShip from your Shopify store by visiting the Shopify App store from the apps section on the sidebar of your store’s dashboard. Then, click “Customize your store” and search for the AfterShip app. 

Or, you can sign up for an AfterShip account, visit the apps section, search for Shopify, and add it that way. Either way, visit the integrated app section on your Shopify/AfterShip account to make sure that the installation succeeded. 

Now, you’ll want to make sure your courier mapping, import settings, and tracking page settings are good to go. You can access these from your AfterShip account’s app page — here’s AfterShip’s help doc on to assist with setup . 

• Courier mapping: Add all of the shipping couriers you use so that AfterShip’s automation can pick them up. 
• Import settings: Choose your order fulfillment timeframe and select the timeframe you’d like AfterShip to pull orders from. 
• Tracking page settings: Choose the tracking page you’d like to use (in the case you had created multiple in AfterShip). 

Let automation do its thing 

Now that you have AfterShip set up, it will sync every three hours and pull shipping information from any new orders via a shopping cart, CSV file, or marketplace. You can also opt for AfterShip to send out automatic notifications via email or SMS at each milestone in the shipping process. 

Create a seamless experience for your customers and support team by integrating your order tracking tool with your helpdesk. By linking all shipping data and tracking information, you can get resolutions to customers faster and access all necessary information in one place. 

Why is this helpful? Well, in case customers end up bypassing your self-service order tracking information and ask your support team about the status of their order. Without the integration, you’ll have to switch tabs and copy/paste order information like tracking number, shipping address, and estimated delivery date. 

With an integration set up, that information automatically populates. Take a look at the image below. On the left is a Macro (or template) sent by a customer service agent, which contains variables that auomtatically pull tracking information from the integration. On the right is the personalized message the shopper receives.   

Set up is as simple as creating a connection between the two platforms so that they can talk to each other. To get an idea of what this looks like, take a look at the step-by-step installation guide to setting up the integration between AfterShip and Gorgias.

Save time, provide order transparency, and create better customer experiences by linking Gorgias and AfterShip    “With all the Gorgias integrations, my team doesn't need to jump between tools. This has helped us dramatically improve customer satisfaction.” — Amanda, Director of Operations at Darn Good Yarn

Make tracking information easily accessible

Once you have your automated order tracking system set up, you’re not quite off the hook yet. While many customers will opt in for email and SMS notifications, some may ignore those notifications, lose the tracking link, and still come to your website (or support inbox) looking for the status of their order.

That’s why we recommend putting an order tracking portal in (at least) the following three places:

Order confirmation emails

Whenever a customer places an order, they should get an order confirmation that includes a receipt and any additional information they could need between that moment and the arrival of their new item. This includes a prominent tracking number, and a link to the order tracking portal, whether that’s with a service like AfterShip or directly on your carrier’s website. 

If your fulfillment process doesn’t let you send this information right away, consider adding an additional shipping confirmation email to your post-purchase experience flow.

If you don’t currently send order (or shipping) confirmation emails, take a look at this guide (for Shopify users) on setting one up.

Embedded in the chat widget

While the primary function of the chat widget is to connect with customer support agents in a conversational way, some live chat apps like Gorgias allow you to embed buttons shoppers can click to track their order. In Gorgias, this is called a self-service order management flow .

Self-service order tracking in chat is possible natively in Gorgias, no integration required.

Here’s how the flow works for customers:

Self-service order management is convenient for customers, and it also serves as a last layer of protection for your customer support inbox. Right when a customer opens the chat widget to send a question, they get the opportunity to see the status of their order, much faster than an agent could tell them.

Embedded in your knowledge base (or FAQ)

If you have an FAQ page or a larger knowledge base (which we call a Help Center ), you can also embed order tracking here for customer accessibility.

Standalone self-service order tracking in the Help Center is possible natively in Gorgias, no integration required.

Much like order tracking built into the chat widget, this feature lets customers track their order with just a few clicks, right where they’d find other help content:

To direct customers here, you can include a link to your Help Center at the bottom of all your customer support and automated emails , in an email signature , for easy clicking.  

The best customer order tracking app options for ecommerce stores

There are several great choices on the market for customer order tracking systems that are both scalable and flexible depending on your needs and the ecommerce platform that you use. 

Start with customer support software that acts as your central hub

A powerful customer service team is the building block of a successful order management system. Helpdesks like Gorgias help centralize the communication of tracking requests via apps into one place. From there, customer service teams can respond/automate responses related to tracking and order statuses. These tools optimize the response time and increase the instances of a positive customer experience.

Gorgias integrates with a ton of popular ecommerce tools , making it a great single-view hub. A few of the most popular integrations are NetSuite , Reveal , Tolstoy , Magento , ChannelReply , and Shopify .

Apps that help automate customer order tracking for Shopify and BigCommerce

Choosing the best tools to automate your customer order tracking can be overwhelming. The good thing about having so many options is that you’ll end up with an order tracking system that works exactly the way you need it to. Here are some of the best order tracking providers that you can use to create a successful project management pipeline when it comes to tracking customer purchases.

ShipBob is a global logistics platform that provides online companies best-in-class order fulfillment , so customers receive fast and affordable shipping. With reliable fulfillment services and connected technology that powers their fulfillment network, they help improve transit times, shipping costs, and the delivery experience for your customers.

Check out this app in the Shopify App Store or the BigCommerce App Store . And if you use Gorgias, check out our integration with ShipBob .

With its seven notification triggers, easy-to-use email editor, and filter tracking tools, AfterShip helps your online business provide transparent communication to your customers. It also helps you keep an eye on delivery issues, so you can address them before they become problems that could end up damaging your customer experience.

Check out this app in the Shopify App Store and the BigCommerce App Store . And if you use Gorgias, check out our integration with AfterShip .

ShipStation

ShipStation helps you save time, money, and sell more. You can compare rates and delivery times for all your carriers in one place to get the fastest, most cost-effective shipping for your customers. The app automates almost every facet of your shipping process, and offers intuitive dashboards and seamless interfaces for an optimal workflow.

Review this app's full offerings in the Shopify App Store and the BigCommerce App Store . 

Extensions that help automate customer order tracking info for Magento 2

Below, take a look at three recommended order tracking extensions that integrate with Magento 2. 

ShipStation is highly scalable and provides everything you need for order management in one location. It integrates with Magento 2, as well as Shopify and BigCommerce. 

See if ShipStation is right for your ecommerce business in the Magento Marketplace .

Whether you're shipping 50 or 50,000 orders a month, Easyship can help you lower shipping costs and increase conversion rates. Use this extension to manage your post-purchase process the way it makes the most sense for your business.

Read more about Easyship in the Magento Marketplace .

📚 Recommended reading: Our list of best practices for ecommerce shipping and our list of the best shipping software for ecommerce .

The Mageworx Order Editor extension lets you edit errors customers have made with their street number, phone number, name, and other shipping and billing details that they accidentally get wrong during checkout. You can also add or remove products, change pricing, and add coupons after an order has been placed. This saves your customer support team from having to cancel the order and start it again from the beginning.

Learn more about Mageworx in the Magento Marketplace .

Centralize your order status tracking and customer support management with Gorgias

Employing automation to facilitate easy order tracking, status updates, and real-time delivery information for your customers is a smart move for your online business. By committing to an end-to-end order tracking system, you make it possible for your company to cut costs, increase productivity, and encourage customer retention.

Gorgias is a powerful and comprehensive ecommerce help desk solution that can help you deflect repetitive tickets so your team can spend more time on higher-value conversations. 

Reach out today to learn how we integrate with your order status tracking system.

Helping independent ecommerce brands provide an outstanding customer service experience.

The Art of the Customer Visit: How to Plan One + Why You Should

When was the last time you visited a customer? Customer visits might seem extravagant and unnecessary on the surface.

Why not just get on a phone call or Zoom meeting? Or follow up with them via email? You could just send them a survey, or even dig into your product analytics to surface insights.

That said, if I’m talking to another entrepreneur and say something like, "It's super crucial you physically visit your customers", they all look at me as if I just said the most obvious thing in the universe.

Visiting customers is like working out or eating healthy: everybody knows they should do it, but very few people actually do.

And we’re not excluding ourselves here: We launched Close in January of 2013, but our first customer visit was more than a year later!

Some businesses put off visiting customers because it takes time, and it’s easy to push down on your long to-do list. Or, it may seem more urgent to focus on getting new customers to sign on, rather than visiting existing customers.

If this sounds like you, let’s discuss the benefits of visiting your customers, and how you can set up successful customer visits.

What Are the Benefits of Visiting Your Customers in Person?

It’s true: COVID has permanently altered the way B2B sales works. Studies by McKinsey show that companies have reduced their in-person efforts as a go-to-market strategy by more than 50 percent since the pandemic started.

That said, a decent number of B2B buyers still prefer in-person contact during the customer journey.

And this is exactly where the opportunity lies—fewer companies are vying for your customer’s attention in person. This opens the playing field for your company to perform more customer visits.

And trust me—it’s worth the effort. Here's a quick rundown of the value we got from our first customer visits.

Motivate Your Team to Serve Customers Better

Seeing real people use your product is incredibly inspiring. It energizes you. It recharges your batteries. It gives you a visceral sense of how your work actually impacts the life of your users, rather than just an intellectual understanding. It's like pouring gasoline on the fire that fuels your engine.

Everybody on your team—from the CEO to the intern—should visit a customer, for this reason alone.

It is different from hearing customers tell you how much they love your product or how great they think it is. You just have to experience customer satisfaction happening in real-time. You need to see real human beings depending on what you built. You need to witness how your product helps them to operate better, to be better at what they are doing.

The impact you make on other people's lives is a much stronger driver than any number on a spreadsheet can ever be. Do not underestimate how much this affects you. It's powerful.

Build Better Customer Relationships

Meeting someone in person adds another dimension to your relationship with your customer. You can do a lot of relationship-building via email, chat, phone, and Zoom, but nothing has the same effect as meeting someone in person. It creates a human bond between the two of you.

Jason Lemkin of SaaStr says he never lost a customer whom he had personally visited while he was CEO of EchoSign. Spending time with your customers transforms a transactional relationship into a partnership. It builds empathy on both sides, which ultimately leads to better business.

In-person customer visits are one of the best ways to build customer intimacy . It deepens the commitment on both sides. If one of the people we met needs help one day, we'll be more eager to support them. And I'm pretty sure they'll be more forgiving if there's ever an issue with Close and be more loyal to our product.

Get In-depth Product Feedback on the Customer Experience

Your customers are more than the sum of all their clicks on your product. Yes, you might be monitoring product usage and reading all the feedback people send you via email or even tell you on the phone, but you're missing a lot of crucial context if you can't see your customers using your product within their work environment.

• How exactly are they using your product?
• What's happening around them?
• What else is on their screen?
• What's competing for their attention?
• What's their workspace like?

When you visit your customers, you get to see the environment in which they use your software. You experience your product embedded into a user's workday and get a sense of the entire puzzle, rather than just a single piece of it.

And it's little things, like...

• What kind of headsets /chairs/desks are they using?
• What other software/apps are they using during their day?
• Which little hacks did they come up with to make them more productive and efficient?
• What makes them smile, and what makes them frown when interacting with your web or mobile app ?

It just gives you a better picture of what's working and what's not.

Here’s a real example: during one customer visit, we saw that the customer was using a TV to display our reporting in Close . But at the time, our reporting page wasn’t optimized for full-screen display—it looked crappy.

I remembered that one of our engineers had worked on a quick fix that would make this look better, but we had never released it. I sent a message to the team, and within an hour, this feature was released by our VP of Engineering, Phil Freo . It looked fantastic, and our customers loved it.

While visiting customers, you can gather more in-depth feedback about how they’re using your product and where they would like to see improvements in the customer experience. Product managers can then use this information to build out improvements.

Find Opportunities to Upsell

Years ago, during one customer visit, we found the customer was on a basic plan that didn’t include a specific feature. Instead, they were using a third-party provider to get this feature for their sales team.

Talking with the founder, we faced some resistance to upgrading their plan. But we gained an internal champion during that customer visit by chatting with the sales team manager. We gave him everything he needed to make the transition happen, and they soon upgraded their plan to start using this feature again.

Visiting customers in Germany in 2015

This is the power of in-person visits—not only did the extra revenue help us, but by upgrading their plan, the customer’s success with our product was significantly increased.

Create New Case Studies and Customer Stories

Using case studies and real-life examples of how your customers use your product is an excellent digital marketing strategy and one that will help build trust in your brand.

When planning customer visits, think about the customers you may want to interview for video testimonials or case studies on your website. Having these real customer stories also helps build better marketing alignment with your ideal customers and their needs.

All of these are examples of the kinds of benefits you can get from visiting your customers. You can't predict which benefits precisely you'll get—but you will always get value from a customer visit!

Get Your Copy of Talk to Your Customers →

How to Plan a Client Visit That Boosts Customer Loyalty in 7 Steps

By now, you should be sufficiently motivated to actually visit your customers. But what do you say and do? How do you get the most value out of these visits? How do you prepare for them? How do you wrap them up? How do you get started when you visit their office?

1. Identify Which Customers to Visit

Whether you have 10 customers or 10,000, it’s probably not feasible to visit everyone. So, which customers should you visit?

To start, make a list of the customers who already have a good rapport with you—your partners, advocates, and overall best customers.

Next, include customers who are using your product or purchasing from you on a regular basis. Learning about how they use your products and services, or why they keep coming back to you, will be great for your team.

Finally, make sure to include the customers who consistently give you critical feedback. These customers are already pushing your team to do better, and they will likely have super valuable insights to share with you when you visit in person.

2. Decide Who You’re Meeting With

Once you know which companies you’ll visit, decide which individuals inside the company you’ll need to meet with.

First of all, you set up a meeting with the founders or CEO. That's the person you'll be officially meeting. But it's not necessarily the person you'll spend most of the time with.

For SaaS companies, focus on the person managing the team that's using your product, as well as the end-users. If you’re a service-based business, talk to the people who are mainly affected by using your services.

The Close team visiting customers in Ottawa, Canada, 2014

3. Spend Time Getting to Know the Business Beforehand

Just like when prospecting, spend time doing research before the meeting—whether that’s on social media sites like LinkedIn, on the company’s website, or in B2B databases like Crunchbase.

When you walk into that client visit, you should know exactly who you’re talking to, what kind of business they are, which customers they serve, and how your product or service fits into that workflow.

4. Prepare and Share an Agenda

Having a clear agenda for your customer visit is essential to get the most out of the time you spend with your customers.

Start by setting out the agenda for your main meetings with the C-suite and with the managers of the teams that use your product. Set up talking points: such as updates to your product pricing, or upcoming feature launches in your product. Also, leave room in the agenda for their team to add any questions or comments. Leave a clear space for them to give you feedback.

Once your customer visit agenda is prepared, share it with their team. Let them have editing access so they can include their ideas. Make sure that expectations between you and your customer are aligned before you start asking them a lot of questions. Create a setting that encourages them to discuss and share their concerns openly.

Also, make sure to discuss confidentiality. If you plan to report back to your team after your customer visit, explicitly ask them if they're fine with you sharing their business processes, revenue numbers, etc, with your team. (If not, that's fine too—you can still share the learnings, without actual specifics, with your team.)

That way, both teams will be ready to get started when the day comes.

5. Learn About the Customer Experience in Real Time

So, the day of your customer visit has finally arrived! Start by talking in general, broad terms about their business and your business. Then, progress to more specific topics and product use cases.

Be both a student and a mentor. Learn as much as you can about your customers, and look for opportunities to help them. Learn about their workflows, and your product fits into those workflows.

Here are some questions you might ask during a client visit:

• How often do you use our product?
• Which team members use our product the most? How often do they use it?
• Are there secondary users that only use our product occasionally? If so, for what? How often?
• What are your business goals?
• How do you implement our product in your daily workflow?
• What bugs have you encountered?
• What features are you missing within our product?
• What do you like most about our product?
• What do you hate about our product? Which limitations do you find particularly frustrating?
• Which metrics does your team track within our product? (Or which KPIs does our product impact for your team?)
• If our product ceased to exist tomorrow, what alternatives would you consider to replace us?
• Are there any trends or changes in the industry that could affect the way you use our product in the future?

These questions and others like them will give you a clearer picture of how your customers use your product, and how it impacts their business.

The Close team doing a customer visit

6. Ask for and Give Referrals

Visiting customers is a great opportunity to get referrals . And to refer them to others as well. Don't just limit referrals to potential customers—any reason to put them in touch with other people is fair game, as long as you can see potential value for both parties.

Sometimes we see companies serving the same audience with complementary services—that's potential for a co-marketing initiative. If you introduce two happy customers to each other, and they collaborate together, and both get a ton of value out of it, you generate a lot of goodwill, and oftentimes very vocal brand advocates.

If you have a partner program set up, try to see if the customer you’re visiting would be a good candidate for that program, and help them understand how it works and the benefits they could get.

7. Create a Customer Visit Report for Your Team

If you do conduct a customer visit, make sure to document your learnings and take note of memorable moments. Then, you can share these insights with your team.

It's important that all the insights you gain during a customer visit actually become organizational knowledge—otherwise, your customer visits are basically useless.

So, set up a structured customer visit report that your team can peruse and learn from, both now and in the future. Inside this document, note specific items that will be of interest to the different teams in your company—for example, product feedback that your product managers may want to look at, customer journey insights that the marketing team should keep in mind, or product knowledge gaps that the customer success team may need to address.

To make sure everyone in the company benefits from customer visits, we try to share some pictures or highlights from our customer visits in Slack, and then during our weekly team meeting, a team member might give a quick 2-minute summary of their customer visit.

How Often Should You Plan Customer Visits?

There's no one-size-fits-all formula. It depends on your startup, but in general: you should meet them more often than you're meeting them now.

Jason Lemkin recommends every co-founder, CEO, and Customer Success Manager should meet on-site with five customers a month.

Being able to see the environment in which your customers use your product, the atmosphere at their workplace, and talking with the people who use your product daily is always an insightful experience.

Customer visits have been a crucial market research method for traditional businesses for many decades—but they're even more crucial for startups and SMBs . Your most powerful asset when you're in a market with established, large companies is your ability to understand your customers better and focus on their needs better than a large corporation can.

Michael Seibel, Managing Director at Y Combinator, said : "If you look around the startup ecosystem, you can find too many founders who believe that famous investors + lots of employees = winning. I bet most of our VC-backed competitors feel this way, and you can use this to defeat them (they aren't talking to customers nearly enough).”

Want more insights on talking to your customers? Get my book and learn more about building customer intimacy.

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30+ Appointment Email Templates & Request examples

Jan 9, 2024 - By Camilla Mackeviciute

Everyone has to schedule an appointment sometimes.

While most people prefer to use their phones for appointments, emailing is another option. Sending an appointment email (or a reminder) is a slower but less intense and resource-intensive option.

Unlike phone or video calls, sending an appointment email template is possible. All that needs to be done is a few simple edits.

However, knowing what goes into an effective appointment email is also necessary, as it will help edit the template and reduce the possibility of miscommunication.

This is precisely what we’ll discuss in this article. And more! As you’ll find 30+ appointment email templates, you can copy and paste immediately.

Creating Effective Appointment Emails

There are several essential building blocks of an appointment confirmation. Skipping out on these is likely to increase the likelihood that some miscommunication will happen.

Here are all of the steps:

• Write a clear subject line. An email should have “glance-value”. Simply taking a short glimpse of the subject line should provide a clear understanding of what the email is for. Therefore, putting in something like “Appointment scheduling for X” will allow the reader to grasp the idea quickly.
• Use a salutation. Starting with a “Hi” or a more formal “Hello” is considered good manners and makes the email seem less spammy. Salutations constantly improve the success rate of whatever you are trying to achieve.
• Introduce yourself (if necessary). If you are setting an appointment at an office or governmental institution, introducing yourself will help you get a response. Generally, as appointments in such places are limited to specific people, providing information about yourself will ensure that the relevant party will schedule the meeting .
• Explain why you want to meet. Sometimes, the reason for the meeting might be apparent (e.g., booking an appointment at a hair salon). However, if there are many options or numerous possibilities for appointments, clearly state your intentions.
• Be flexible about time and place. Be prepared to offer a time window unless you ask for a reminder. If you are setting an appointment that is not at a dedicated institution, provide a safe and public place to meet if needed.
• Request a reply or confirmation. Going to an appointment and getting ghosted (intentionally or not!) is never a good feeling. Always request confirmation to ensure the recipient has received and read the email.
• Send a reminder . Setting up a reminder the day prior (or at some other time closer to the date) significantly increases appointment attendance.

Building an appointment email will be a breeze if you follow the structure outlined above, and miscommunication is unlikely. Even if you need to edit a template, it’s often worth the trouble to remember most of these steps to ensure proper email delivery. Going back and forth over several or a dozen emails annoy most people.

Appointment Email Templates

Need inspiration? Here are a few appointment email templates.

• Appointment Request Email  
• Appointment Confirmation Email 
• Appointment Reminder Email 

Appointment Confirmation Messages

• Upcoming Appointments 

Canceling an Appointment

Professional appointment confirmation, appointment email reminder follow-up, appointment email templates for meetings, appointment reschedule email, doctor appointment email message, appointment request email.

Appointments have to appear from somewhere, right? Some people prefer to write an appointment request email to plan their meetings. If you’re one of those people but don’t know how to write one, grab one of the templates below:

Subject line: Appointment Request: [Name]

Dear [Name], I hope this message finds you well. I am writing to request an appointment with you to discuss [briefly mention the purpose of the work]. Your insights and expertise would be precious to our [mention the context or reason for the meeting]. Here are the details I propose for the appointment: • Date: [Date] • Time: [Time] • Location/Address: [Address] Please let me know if the suggested date and time work for you or if you prefer an alternative. I am flexible and willing to adjust to your availability. If you have any specific topics or preparations you’d like to discuss during our meeting, please share them in advance. I look forward to meeting with you and engaging in a productive discussion. Your guidance is greatly appreciated. Thank you for considering my request. Please confirm your availability, and I will make the necessary arrangements. Best regards, [Your Name] [Your Contact Information]

Dear [Name], I want to request an appointment to discuss [briefly mention the purpose]. Are you available on [Date] at [Time] at [Address]? If not, please suggest an alternative time that suits you. Your insights are highly valued, and I look forward to our meeting. Best regards, [Your Name]

So you have email copies prepared for you, now you just need a design. Choose one of many Sender’s email templates, add a copy, customize if needed, and you’re good to go!

Subject line: Let’s Chat, [Name]!

Hi [Name], I hope you’re doing well. I wanted to see if we could set up a time to chat about [briefly mention the purpose]. How about meeting up on [Date] at [Time] at [Address]? If that doesn’t work for you, and we’ll make it work! I’m looking forward to our conversation, and I value your input. Warm regards, [Your Name]

Appointment Confirmation Email

Appointment confirmation emails serve an important purpose – to let your customers know that their confirmation has worked and that all they need to do is show up on the date.

However, creating appointment confirmation emails takes more work. Luckily, you can copy an appointment confirmation email template and customize it for your needs:

Subject line: Appointment Confirmation for [Name]

Dear [Name], We are delighted to confirm your upcoming appointment with us. Below are the details: Appointment information: • Date: [Date] • Time: [Time] • Location: [Address] Please review this information to ensure its accuracy. If there are any discrepancies or if you need to make changes, please contact us as soon as possible. We look forward to welcoming you and providing you with our exceptional service. If you have any questions or require further assistance, please do not hesitate to reach out to us at [Contact Information]. Thank you for choosing us, and we appreciate the opportunity to serve you. Warm regards, [Your Name] [Your Title] [Your Company] [Contact Information]

Subject line: Your Upcoming Appointment Details 📅

Hi [Name], Exciting news! Your appointment is confirmed: • Date: [Date] • Time: [Time] • Location: [Address] If anything needs adjusting or you have questions, reach out anytime. We can’t wait to see you! Warm regards, [Your Name] [Your Company]

Subject line: Confirmation of Your Appointment on [Date] at [Time]

Dear [Name], We’re excited to confirm your appointment with us at [Address] on: Date: [Date] Time: [Time] We are committed to ensuring your visit goes smoothly and that you receive the best service possible. If you need to reschedule or if there are any special requests, please don’t hesitate to reach out to us at [Contact Information]. We appreciate your trust in us and look forward to seeing you on [Date]. If you require any additional information before your appointment, please feel free to ask. Thank you for choosing us, and we can’t wait to serve you. Warm regards, [Your Name] [Your Title] [Your Company] [Contact Information]

Appointment Reminder Email

Missed appointments can be a headache for businesses that rely on customer bookings. When a customer doesn’t show up at their scheduled time, it means lost revenue and extra time and effort to reschedule.

To make life easier, consider using an appointment reminder system. Say goodbye to time-consuming phone calls – automated appointment reminders are here to save the day! They’ll help boost efficiency and minimize the chances of missed appointments.

Grab appointment reminder email template:

Subject line: Reminder: Your Upcoming Appointment with [Name] at [Address]

Dear [Name], This is a friendly reminder about your upcoming appointment with us at: Location: [Address] Date: [Date] Time: [Time] If you have any questions or need to reschedule, please don’t hesitate to contact us at [Contact Information]. We’re here to assist you. Thank you for choosing us for your appointment, and we can’t wait to see you on [Date] at [Time] at [Address]. Best regards, [Your Name] [Your Title] [Your Contact Information]

Subject line: [Name], Your Appointment on [Date]

Hi [Name]! We hope you’re as excited as we are about your upcoming appointment with us. It’s almost time to make magic happen at: 📍 Location: [Address] 🗓️ Date: [Date] ⏰ Time: [Time] We can’t wait to welcome you to our [Address] spot on [Date] at [Time]. Your appointment is our chance to create something fantastic together! Do you have any last-minute questions or need to make a change to your appointment? No problem! Contact us at [Contact Information], and we’ll make it happen. Your choice to work with us means the world, [Name]. Get ready for a delightful experience on [Date] at [Time]! We’re here to make it unforgettable. See you soon! Cheers, [Your Name]

Subject line: Your Appointment Tomorrow

Hi [Name], Just a quick reminder that your appointment is scheduled for tomorrow: Date: [Date] Time: [Time] Location: [Address] We’re ready to assist you and look forward to seeing you there. If you need to reschedule or have any questions, please contact us at [Contact Information]. Thank you for choosing us. See you soon! Best regards, [Your Name]

Having a tool that lets you send appointment reminders automatically is a must! With Sender, setting up appointment email automation is super easy.

You’ve probably considered sending appointment confirmation text messages. However, if more information is needed than just the date, time, and location, you might still need to write an email. In that case, grab a short but straight-to-the-point appointment confirmation message to add to your email:

Subject line: Appointment Confirmation for [Date] at [Time]

Dear [Name], We’re excited to confirm your appointment with us on [Date] at [Time] at our [Address]. Your work is all set, and we look forward to serving you. If you have any questions or need to make changes, please get in touch with us at [Contact Information]. Thank you for choosing us, and we can’t wait to see you soon! Best regards, [Your Company Name]

Dear [Name], Your appointment for [Date] at [Time] at our [Address] is confirmed. We look forward to seeing you soon! Best regards, [Your Company Name]

Subject line: 🎉 Appointment Confirmation for [Date] at [Time] 🕒

Hi [Name], Great news! Your appointment is all set for [Date] at [Time] at our [Address]. We can’t wait to see you and provide our top-notch service. If you have any questions or need to make changes, just give us a shout at [Contact Information]. We appreciate you choosing us and look forward to your visit on [Date]. It’s going to be a fantastic day! Warm regards, [Your Company Name]

Upcoming Appointments

If an appointment was made long ago, it’s nice to check in to see if the person is still up for it. After all, they might have a change of plans, a change of mind, or forgotten about it. Here are upcoming appointment email templates to help you:

Subject line: We Cannot Wait to See You on [Date]

Dear [Name], We’re reaching out to remind you about your upcoming medical appointment with Dr. [Name] at our clinic on [Date] at [Time]. Our clinic is located at [Address]. We’re looking forward to your visit, and if you have any questions or need to reschedule, please don’t hesitate to reach out to us. Your health is our top priority, and we greatly appreciate your trust in our care. If you have any specific concerns or requests for your appointment, please feel free to let us know. Thank you for choosing our clinic. We’re dedicated to providing you with the best possible healthcare experience. Warm regards, Dr. [Name] [Medical Clinic Name] [Contact Information]

Subject line: Your Upcoming Appointment at [Beauty Salon] 💅

Dear [Name], Just a reminder of your appointment with us: Date: [Date] Time: [Time] Location: [Address] We can’t wait to pamper you! If you need to reschedule or have questions, please reach out. Your beauty and well-being are our priorities, and we’re here to ensure you leave feeling fabulous. See you soon! Warm regards, [Beauty Salon Name] [Contact Information]

Subject line: Your Upcoming Insurance Appointment with [Insurance Agency Name] 📅

Dear [Name], We hope you’re doing well. We’re writing to remind you about your upcoming appointment with [Insurance Agency Name] on [Date] at [Time], which will take place at our office located at [Address]. At [Insurance Agency Name], our primary commitment is to your financial security. Our dedicated team is prepared to offer personalized insurance solutions tailored to your unique needs. Whether you require assistance with policy reviews, coverage options, or financial planning, we’re here to provide expert guidance and support. Your trust in us as your insurance partner is greatly appreciated. If you have specific topics or questions you’d like to address during your appointment, please feel free to let us know in advance. We’re looking forward to your visit and the opportunity to assist you in securing your financial future. Warm regards, [Your Name] [Insurance Agency Name] [Contact Information]

Writing a good appointment cancellation email is relatively easy. Yet, it’s often not very entertaining to write as it’s marred with negative emotions.

However, copying and pasting a template and doing a few edits is much easier.

Hello [Name], Our scheduled appointment was today, but due to a family emergency, I am sorry, but we will have to cancel it. Without going too in-depth, there has been an accident involving a relative, and I must prepare some arrangements. I am sorry for any inconvenience. I will reschedule our appointment as soon as possible and send you another email about my availability. With sincere apologies and best wishes, [Name]

Dear [Name], Last week, I called you to arrange my meeting at [Company]. You set the appointment on [Date] at [Time]. Unfortunately, I will not be able to make it to the meeting. I have to undergo emergency surgery. I am sorry to inform you of this on such short notice. We will have to change the upcoming appointment date. I will be available by [Date]. I will be looking forward to your response. Best regards, [Name]

Dear [Name], Due to some unforeseen circumstances, I am forced to cancel our appointment, which was scheduled on [Date]. I apologize for the short notice and any inconvenience this may cause. I will be more than happy to schedule another appointment at another mutually agreeable time. Best regards, [Name]

Sending out appointment confirmation text and appointment reminders significantly increases attendance rates. Additionally, sending out a perfect appointment confirmation email will make the recipient feel more secure and help you remember the date. There’s barely any reason not to send a confirmation letter.

Dear [Name], I want to confirm your appointment with [Name] on Thursday, [Date], at [Time]. Please get in touch with me if you have any questions or wish to request changes. Regards, [Name]

Dear [Name], This is a reminder to confirm your meeting with [Name]. Your appointment is scheduled for Wednesday, [Date], at [Time]. Your meeting is scheduled at the Executive Offices of [Address]. This is [Name]’ phone number, just in case, [Phone number]. Please feel free to contact me if you have any questions. I will respond to your question in-depth as soon as possible. Thank you, and have a great meeting. Best Regards, [Name]

Hey [Name], Our staff member has confirmed you for a hairstyling appointment on Monday, [Date] [Time] with [Name] at [Address]. If you have questions before your appointment, contact us using the contact details below. To cancel or reschedule your appointment before the scheduled time, please click: [URL] Thanks for scheduling with [Beauty Salon]! [Name]

As mentioned above, sending reminder emails is a great way to improve attendance rates. It’s a free way of making better use of everyone’s time.

While these emails may seem unnecessary, some people need to remember where and when they need to be, even in the best circumstances.

Subject line: Reminder: Your appointment on [Date], [Time]

Dear [Name], This is a friendly reminder confirming your appointment with [Company Name] for a consultation on [Date], [Time]. Please arrive 15 minutes early and bring your ID, driver’s license, or passport. If you have any questions or need to reschedule, please call our office at [Phone number]. Otherwise, we look forward to seeing you on [Date] at [Time]. Have a wonderful day! Warm regards, [Company Name]

Subject line: We’ll see you on [Date], [Time]!

Hey there, [Name]! A reminder that you are scheduled to visit [Beauty Salon] on [Date], [Time]. If you have any questions or need to reschedule, please use our business phone: [Phone number]. We’re here from [Time] on Monday to Saturday. See you soon! Best, [Beauty Salon]

Subject line: Job interview with [Name]

Hi, [Name]! This is a friendly reminder that we have you scheduled for the job interview on [Date] at [Time]. You can find us at [Address]. Don’t forget: * Bring your ID. * Try to get here 15 minutes early. * For rescheduling, call us at [Phone number] We’ll see you soon! Best, [Company Name]

Subject line: [Name], your next appointment is on [Date]

Dear [Name], We hope you’re doing well. Remember that your next appointment with [Company Name] Medical Services is scheduled for [Date], [Time]. We look forward to seeing you then. Please remember to bring your ID, driver’s license or passport and arrive on time. We genuinely care about your well-being. Please do not hesitate to call us at [Phone number]. One of our assistants will get back to you as soon as possible Warm regards, [Company Name] Medical Services

Subject line: [Name], your consultation time is on [Date]

Dear [Name], We look forward to welcoming you for your consultation on [Date], [Time]. Let us know if there is anything more we can do for you through [Phone number]. Feel free to reach out with any questions or special requests. Warm regards, [Name]

If you’ve ever worked in a corporation or a large company, you’ve had to join at least a couple of meetings. In corporations, most of these are, at least in part, booked through emails.

Having an appointment email template for meetings at hand will save a ton of time. Instead of writing a completely new letter each time, all you’d have to do is a couple of edits and be done with it.

Appointment emails for meetings can be created through the RAP model:

• R – reason for writing
• A – request for specific actions
• P – professional ending

Following the basic model will help you tailor each email professionally and to the point. Additionally, you will be sure to avoid any possible communication or unnecessary back and forth through emails.

Dear [Name], I’m [Name], and I work as a [Role] at [Company]. We’re specialists in customer relationship management systems. Given that you’re leading the Account Manager department within our niche, I believe a collaboration would benefit both sides. I want to take this opportunity to invite you for a meeting at our office on [Address], at [Date], [Time]. Feel free to suggest another time and location if that doesn’t work for you. Kind regards, [Name]

Dear [Name], I’m [Name], and I work in the Sales Department at [Company]. Our companies work in the same niche, so we could benefit from cooperating. Our product suite is tailored explicitly to assess credit ratings for short-term deals and could really help reduce potential losses over time. It would be beneficial for your business. Can you meet at [Address] on [Date] to talk this through? I look forward to your response. Have a great day, [Name]

Hi [Name], I’m with [Company], specializing in improving employee output and reducing operating costs without losing quality. We’ve built a client base ranging from simple startups to Fortune 500 giants like Amazon, IBM, and others. Unlike our competitors, we take a different approach to growing companies. We move fast – and if we don’t think we’re right for you, we’ll tell you upfront. Can we chat sometime on [Date], [Time]? We could discuss how our services might improve your business. Kind regards, [Name]

Hey [Name]! I’m [Name]. We met at [Event Title] on [Date]. Sounded like you were interested in some of the blockchain technology improvements we offer. Can we book a quick meeting this week to see what we can do? I can adjust my schedule as necessary, so feel free to offer any date and time. Sincerely, [Name]

Everyone has to reschedule an appointment sometime. It’s unavoidable. Sometimes, we encounter unexpected circumstances or problems that are more pressing than any meeting or appointment.

While it would be recommended to tailor each email to the case, no one will know if you’re using a template instead of a custom-crafted letter.

Dear [Name], Can I reschedule tomorrow’s appointment to another date and time due to an unexpected conflict in my schedule? Circumstances beyond my control have forced my hand. Please confirm if [Date] [Time] would suit you. Sorry for the inconvenience. Thank you for understanding. Regards, [Name]

Dear [Name], I want to reschedule tomorrow’s appointment to [Date] due to a devastating loss in our family. I apologize for any inconvenience this may cause. If the date stated doesn’t suit you, feel free to suggest something that would seem reasonable to you. Thank you very much for understanding. Best Regards [Name]

Dear [Name], While I was looking forward to our meeting on [Date] at [Time], I regretfully will have to reschedule. Without going into too much detail, an unforeseen family accident requires me to be elsewhere for several days. However, I am still very interested in discussing the potential business opportunity. I can see myself being available on [Date] and [Date] at the closest. However, if these dates or times do not work for you, please let me know when you can meet. I apologize for any inconvenience this may cause, and I look forward to meeting with you on a different date. Sincerely, [Name]

Nowadays, most doctor appointments can be made through automated and dedicated systems, but some customers prefer to schedule through email. Sending a doctor’s appointment confirmation email will help them realize that everything went through and increase the chance of attendance.

On the other hand, sometimes you’ll need to email the boss to inform them about a doctor’s appointment. A template for these cases is handy as it’s more likely to provide all the necessary details.

Doctor appointment confirmation templates:

Subject line: Your Appointment at [Medical Clinic] is Confirmed

Dear [Name], We are looking forward to welcoming you to [Medical Clinic] on [Date], [Time]. You’ve booked an appointment with Dr. [Name] for an endocrine assessment. If you cannot make the appointment, inform us by calling our phone number [Phone number]. Rescheduling can also be done through our website. Please take a moment to read our Cancellation Policy and our Important Information page if you are a new client. Best regards [Name] [Medical Clinic]

Subject line: Thank you for choosing [Medical Clinic], your appointment is confirmed

Hello [Name], Thanks for choosing [Medical Clinic]. You’ve just taken an exciting step in your wellness journey, and we’re so glad to be a part of it. Your appointment is booked for [Time] on [Date]. All the information you need for your appointment is available here: [Link]. We’re looking forward to seeing you. Best Regards, [Name] [Medical Clinic]

Need more email templates for emails in the medical field? Check out these 10 medical newsletter examples and ideas .

Take the Best Appointment Email Example

We have covered nearly every appointment-related email template in existence. Instead of writing a completely new email each time, follow the templates outlined above to save time, avoid miscommunication, and maximize the effectiveness of writing.

If you are someone who wants to take it for a spin before shifting over from your existing email tool or want to start with zero financial commitment with a multipurpose multichannel platform – Sender got you covered.

Enjoy top features such as email + SMS automation and popup builder completely free. The FREE Forever offers up to 15,000 emails a month to up to 2,500 contacts absolutely free of cost! No hidden fees.

Appointment Email FAQ

How to ask for an appointment politely.

To ask for an appointment politely, follow these steps:

• Start with a courteous greeting.
• Clearly state your request for an appointment.
• Mention your availability and ask about theirs.
• Express appreciation for their time.
• Provide your contact information.
• Use a polite closing and signature.

How to Write Appointment Email?

Writing an appointment email involves clear and professional communication. Whether you are scheduling an appointment for a business meeting, a job interview, a medical check-up, or any other purpose, it’s important to convey the details clearly and respectfully. Here’s a step-by-step guide on how to write an appointment email:

• Subject line : A clear and concise subject line indicates the appointment’s purpose and date.
• Greeting : Begin with a polite greeting, using the recipient’s name if known.
• Purpose : State the reason for the appointment briefly and directly.
• Propose date and time : Offer a few options, showing flexibility.
• Confirmation request : Ask the recipient to confirm or propose alternatives.
• Contact information : Include your contact details for accessible communication.
• Gratitude : Express appreciation for their time and attention.
• Sign off : Use a professional closing followed by your name.
• Attach documents : If needed, attach relevant documents.
• Proofread and send : Carefully proofread before sending to maintain professionalism.

How to Request for an Appointment?

Requesting an appointment involves clear and polite communication to convey your intent and ensure a positive response. Here’s a step-by-step guide on how to request an appointment:

• Subject line : Keep it simple, like “Meeting Request” or “Appointment Inquiry”.
• Greeting : Begin with a friendly “Hello” or “Hi [Recipient’s Name]”.
• Purpose : State your reason briefly and directly.
• Propose date and time : Suggest a few options for the appointment.
• Confirmation request : Politely ask for confirmation or suggest they propose a convenient time.
• Contact information : Share your contact details for further discussion.
• Gratitude : Express thanks for considering your request.
• Sign off : Use a professional yet friendly closing, like “Thanks”, “Best wishes”, or “Looking forward to it”, followed by your name.
• Attach documents (if needed) : Mention any attachments, if applicable.
• Proofread and send : Before sending, double-check for errors and then send your request.

If you haven’t found what you were looking for, consider looking through these articles:

• Email Marketing Strategy for Hotels + 4 Best Examples
• How to Win at Event Marketing (Step-by-step)

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How to Conduct the Perfect Customer Visit

By Natsha Ness

Customers are the lifeblood of any organization. Whether you have the ability to meet with them face-to-face, or are required to so over Zoom due to our ever-changing reality, customer visits require intentionality. They also provide a golden opportunity to make your customers the North Star they should be – and improve literally everything about your organization as a result. Why a Customer Visit is Worth Its Weight … in Actual Gold

How do we know a customer visit is critical to success? In 2019, we conducted research into sales and marketing alignment, in partnership with DRIFT . In it, we found a significant correlation between the most aligned sales and marketing teams (which were also the most revenue-generating teams) and their focus, not only around customers-centric metrics, but also regular visits with customers.

Planning Customer Visits is Key

Sometimes customer visits are inexpensive (like when they happen on Zoom ). Still, just because you’re  remote doesn’t mean the interaction has to feel inexpensive. In fact, you can still invest in the same sorts of things you did on-site. Think about buying lunch with an UberEats code. Or sending your customers a box with a bunch of goodies for the meeting. In other words, think about how you can make the “visit” an experience.

If someone falls into your target account list, and is likely to have a strong lifetime value in your business, they’re worth visiting. But you have to first make sure there’s mutual agreement around the desired outcome of such a meeting. In other words, why are you getting together?

There could be plenty of possibilities, but three main reasons almost always necessitate a customer visit:

• You’re close to creating a proposal. If you’re about to put together a proposal, a customer visit will help you achieve the tight alignment you need to make sure what you’re offering is a good fit with what the customer needs. This will likely come after multiple discovery calls and deep dives. You’ve figured out which challenge you want to solve, and have had conversations with various people that lead you to believe it’s time to create an official proposal.
• You recently created a proposal. (My recommendation is to make the customer visit happen before the creation of the proposal, but it’s better to go after than not at all).
• Upsell. An often underutilized function of customer visits are to the folks who already invested with you, but of course, this can be leveraged to further the relationship and ensure it stays. It can also be used to uncover additional insights into other products or services that may fit additional, previously undiscovered, challenges. You can also work to prevent customer churn by conducting a customer visit.

Who should be involved in a client visit?

After the “why” comes the “who.” Who needs to attend your customer visit to achieve your desired outcome? There could be a wide variety of internal stakeholders that you want to include. You might have people from business development, marketing, analytics, general managers or directors and/or someone from the C-Suite. There should only be people there who have direct input into and/or influence over the subject matter at hand; no one extra. Once you figure out who should be there, think about each of their differing priorities. If you’re unsure of someone’s priorities, ask them in advance. This will help you show up prepared.

Then consider who should be there from your side. Again, don’t bring anyone who doesn’t have a clear role. There’s no dedicated team that should go to customer visits; it varies based on the goal and the customer. You should know what the customer cares about before you head there. This helps you decide whether you need your CEO present or whether the principal on the account is sufficient.

Before the Visit 

One of the best tips I can give you is to get all the skeletons out of the closet before you get in front of someone. For example, if your customer’s marketing leader beams about his 600 pieces of content, but the business development group complains they are out of date and impossible to find, do you want the first time the marketing leader hears that to be real-time, while you’re onsite? Trust me; you don’t. The whole meeting could go downhill fast. You can work through potential issues by asking if there will be multiple budget stakeholders in the room. If so, as it relates to this project, find out whether they will be contributing some of their budget to the meeting’s desired outcome. If so, what does that look like? These questions can help you spot any areas of potential friction before you’re ever in the room.

Preparation is Prince

The content of your meeting is king, but preparing properly to share that content is certainly a strong runner up. Make sure each attendee has a very specific role, and then prepare the right presentation. Consider the following question to guide your preparation:

• Are you sharing a slideshow? Audio? Video?
• What assets will you use before the meeting, during the meeting and after the meeting?
• How will you leverage small, breakout rooms to facilitate conversations vs. all-together, large group dynamics?
• Do you need slides, overheads, pens, markers, etc.? If so, it’s a good idea to send these ahead!
• Do you need a backup plan? For instance, what if your computers don’t work; do you have a hard copy of your presentation?

Then, it’s time to rehearse. Spend time with your team actually going through the presentation before heading to the customer. Talk about who will cover which slides, and how the flow will go. Make sure you’re bringing value to the customer and the tone of the meeting will be what they’re expecting. Finally, send over a message summarizing the purpose of getting together. I like to call this the DOGMA – Details Outlining Goals & Meeting Agenda. I tell them this is what we agreed to, and offer them a chance to come back and add to it or edit what I’ve sent.

During the Client Visit

Here are a few tips for the meeting itself:

• Watch for signs of misalignment. This often looks like one person repeatedly whispering to another, or in Zoom world, obviously Slacking. If someone is smiling during your presentation and you’re being serious, they’re probably talking about something else with someone on their computer. Even if you notice this, don’t mention it in front of the whole group. Instead, note it for later.
• What you can explore directly and immediately are the subtle expressions that indicate someone doesn’t buy into what’s being presented. If these things happen, try to draw it out so it can be addressed in the room. Don’t be afraid to just say, “Sally, it looks like you might have something to share.” If there are corporate politics involved and you can’t draw out the issue, try to have a conversation privately in person or via  a private Zoom chat. But stay in tune with all parties as much as you can by reading body language, tone of voice and so on.

Note: This insinuates that when on Zoom everyone has their camera on. Everyone should have their camera on.

• Record the meeting. Some people get weird about recordings, but having your meeting recorded can go a long way in helping you clarify issues later or capture something that even the best notetaker might miss. If you think someone might not like the idea, have a colleague dial into the meeting and record the call. You can say something like, “Peter couldn’t be here in person, but he wanted to call in.” It’s an easy, subtle way to get a recording to happen without making anyone feel uncomfortable. Enlist a dedicated note taker, but ask all attendees to take notes.
• Leverage a “Parking Lot.” If someone brings up an idea or thought that isn’t perfectly relevant to where you are in the agenda, jot it down in a “Parking Lot” that you can revisit at the end of the meeting – or afterward.
• Don’t leave the room without recapping what went on, with details and next steps. “This was our desired outcome and here are the five things we discussed. Numbers one through four have been hashed out, but we need to spend more time on number five so let’s set up a call ASAP to flesh that out more.” Make sure to spell out who owns what, and the agreed upon timeline so you set the expectation for accountability.

After the Visit

You had your meeting.  Now what? This is where you make or break the trust and credibility you worked so hard to create. I suggest sending a quick email to all involved parties, again reiterating what was discussed and the next steps. But take it a step further and get a handwritten thank-you note in the mail that same day. The content should be different – make it personal and send it out fast, and you’ll blow your customer’s socks off. Really.

After you’ve sent the customer a summary, create a customer visit report for your internal teams. A customer visit report should include:

• Action items
• Positive highlights
• Risks and opportunities
• Any other key observations and notes

Customer visit reports can also be given to clients, or sent in lieu of the email suggested above. After you’ve written up the most important information, it’s time to start taking action.

Take the lead by holding up your end of the bargain. Take care of any items for which you’re responsible, and set up any follow-up meetings that were discussed immediately. The power of a customer visit can quickly be deflated by distraction – and a lack of action – when it’s over.

How We Can Help Your Client Visit Planning

So, which customers or prospects deserve your time and attention onsite? Make a list, and get to scheduling. It’s the step you’ve been missing toward better alignment and better results too. Need support with any of these tactics? Shift Paradigm is a full-service partner for any organization that wants to stay agile in the current digital landscape. Our customer engagement services provide the complete package to keep your customers invested in your products and organization. Interested? Contact Shift Paradigm today!

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Feb 8, 2023

How to write appointment emails with 6 samples and templates

Whether you're organizing a meeting, confirming details, following up, or even cancelling an appointment, here’s how to do it.

Lawrie Jones

Table of contents

Appointment emails are all about the efficient use of time and resources.

Whether you're organizing a meeting, confirming details, following up, or even canceling an appointment, it's easier to manage appointments to do it over email.

Writing appointment emails isn't always fun, but following a standard format is usually quick and easy for everyone. We walk you through the email appointment format, explaining the building blocks of crafting compelling subject lines and body copy.

If that isn't enough, we illustrate the principles with 6 appointment email samples. No need to book; let's begin!

How to write an appointment email

Appointment emails are professional correspondence with a single purpose. You may want to send an appointment email to:

• request an appointment
• confirm appointment details
• delay an appointment
• follow-up an appointment
• cancel an appointment
• reschedule an appointment

The most effective appointment emails are short, simple, and get straight to the point. They also follow what should be a familiar format if you're already used to writing business emails.

So let's break that down for you.

Appointment email format

It helps to break down the appointment email format into 3 separate parts:

• Subject line – grab attention, inspire action, and capture the click!
• Body copy – Explain who you are, what you're asking for, and why. Strip content back to the basics, and use bold text and bullet points to help convey your message.
• Sign-off – Before saying goodbye, check you've included all contact details and essential information.

Those are the basics, but here's a step-by-step breakdown of an appointment email format:

1. Appointment email subject line

The best subject lines are simple, and that's certainly the case for appointment emails. Don't try to be funny or friendly; say it like it is (as we do in these samples):

• Appointment request: (date)
• Appointment confirmation – (your name)
• Can we reschedule our meeting?
• I need to cancel our appointment
• Additional information required after our meeting

These may seem simple because they are. There's no point wasting time crafting anything creative here, so we won't.

2. Appointment email body

Start your appointment emails with an introduction (if you don't know the person) or a reminder if you do. Then, in the same intro paragraph, be sure to say what the email is about – such as requesting an appointment, rescheduling an appointment, or canceling one.

• My name is (your name), and I'm contacting you from (company name). I would like to request an appointment with you to discuss (whatever you want to discuss)
• It's (name) here. We have an appointment scheduled for (details), but I wanted to ask if we could reschedule.

If you've established the purpose of the email in the first paragraph, you could stop there. But you may need to clarify details, confirm aspects of the meeting, or share resources.

• I've booked us a space at (meeting room). Please confirm that this works for you.
• I've attached some papers I wanted to discuss at our appointment. Can you review these before we meet? Let me know if you have any questions.

3. How to end an appointment email

Appointment emails have a single purpose, and you'll want to (gently) push for a response.

• It would be great to get a confirmed date in the diary. Please let me know if this appointment time works for you.
• I appreciate rescheduling this appointment may cause you some disruption. Please confirm that you've received this email and that the suggested time is acceptable. If not, please feel free to offer an alternative.

Remember to include your contact details and an appropriate sign-off.

• You can contact me at any point at (insert details), and I'll be happy to answer any questions.

Appointment email examples

So, we're at that point in the article where you get to see some examples.

These template appointment emails should be used for information and inspiration to help you create your own.

Please look at how we've applied the professional format to these appointment emails and focus on the tone of voice.

Ready to go? Then let's start.

1. Appointment confirmation email sample

Email appointment confirmations are standard correspondence, whatever your business. You'll see how we've included space to add details, such as date, time, and location.

You can also add attachments and links to essential resources, such as parking information.

2. Appointment request email sample

The format, tone of voice, and style of your appointment request emails depends on whether you know the person. If you do, you can kick back and be more relaxed and less formal.

If you don't, it's a good idea to be formal (at least until you secure the appointment). This explains who you are, why you're messaging, and what you want.

If you want some extra inspiration, check out our guide on how to request things via email .

• It's always good to add a few dates for the person to choose from

3. Cancel an appointment email sample

If you need to cancel an appointment, do it as early as possible. It's essential to offer an apology and, if you want, explain why you can't make the original appointment.

Then, if you still want to meet, you can suggest alternative dates (as we do in this appointment cancellation email example).

4. Reschedule an appointment email sample

If you can't make a meeting dates consider rescheduling an appointment by email. If you were the one who had to cancel, offer an apology and explain why you couldn't make the previous appointment.

Then, offer some appropriate dates and times for a new meeting. It's a good idea to provide the person (or persons) with several options.

Doing so could help you avoid email tennis, that's time-consuming and frustrating.

• Add your dates and times

5. Appointment reminder email sample

Don't want to be staring at a blank screen or an empty room? Then send an appointment reminder email!

You'll notice that this appointment reminder email template is short and sweet, as it has a simple job. You can learn more about writing effective email reminders here .

6. Appointment follow-up email sample

Learning how to write a formal follow-up is a great skill, so let's show you how.

You can use this email follow-up after an appointment to share information, meeting notes, or request something from other participants.

Be sure to fill in the gaps and focus on continuing the conversation.

Appointment email template with Flowrite

The easiest and fastest way to write an appointment email is using Flowrite.

You can request to reschedule, cancel, or accept an appointment using our smart email writing AI, like so:

Final words on appointment emails

Understanding how to write great appointment emails should be part of every professional's toolkit. Our best advice is to keep it simple and not stress it too much.

Break down the message into its core parts, and initially focus on being formal. Then, once you've mastered the format, you can get more creative!

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Hi Kyle, I'm Jane, an early-stage investor at Primity.vc. I just noticed Grava, and I wanted to say congratulations on the amazing progress you've made! It's really impressive how quickly your company has grown in such a short time. I would love to learn more about what you're doing and see if we can find a way for Primity.vc to be involved with your company's success going forward. Please let me know when would be a good time for us to talk. Best, Jane

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10 Great Examples of a Business Meeting Request

The majority of cold emails end up in the spam folder. Additionally, research indicates that only 40% of sales teams view cold emails as an effective method for boosting sales.

Due to Google’s rigorous email filtering and recipients’ short patience for irrelevant emails, it’s crucial to create business meeting request emails that stand out while also adhering to proper email etiquette.

This guide will demonstrate how to accomplish this task, as the most effective cold emails are the ones you create. Read on for a brief lesson on crafting business meeting requests that are opened, read, and answered in 2023.

*BUT FIRST*…… looking to book more meetings? Then find the email address of any business personal with Voila Norbert’s email finding tool which is 98% accurate! Try for FREE today

What are the key elements of a business meeting request email?

First things first: let’s consider what we’re actually trying to achieve here.

When I use the phrase “business meeting request email,” I’m not talking about requesting a one-on-one with your manager or a campaign debrief with your team.

(You can use an internal email tracking tool for that.)

I’m talking specifically about reaching out to a prospect .

A way to book a meeting – a phone call , a video conference, an informational interview – to discuss how your product can solve their problems… And then sell it to them.

You might already have a relationship with that person or perhaps this might be the first time reaching out to them…

Or perhaps you’ve been given their details by a mutual connection, met them at a networking event, or found them on LinkedIn …

It doesn’t matter, because as long as you have these 10 meeting request email templates by your hand you’ll be able to effectively scale your sales engagement outreach and close more deals faster.

The RAP Model

There’s a simple rule you can follow to structure your meeting request emails — regardless of your relationship with your prospect. It’s called the RAP model:

• R – provide a reason for writing
• A – request a specific action
• P – end the message professionally

Here’s how it looks like in action:

There are a couple of other principles to keep in mind, too. Like making your sentences short and simple, making your subject lines brief and to the point, and personalizing your email as much as possible.

All of these will help your email look authentic, and not like something that’s part of a mass email blast .

Now, before we dive into our email samples and get a better feeling for the powerful RAP formula, let’s discuss the #1 thing you should do before even thinking about writing an email .

What you need to do before writing a meeting request email

Find and validate the email address.

Imagine spending hours finding the perfect prospect, writing the perfect email, crafting the perfect subject line… Even waiting until Tuesday 10 a.m . — the time when meeting request emails have the highest chance of being opened…

Only to get hit with “address not found” at the end.

Not only have you wasted hours of your time, but you’ve also reduced your sender score — making it more likely that your emails will land in the spam folder in the future.

That’s why you should always validate your prospect’s email address with Voila Norbert – the best email finder tool on the market.

With Norbert, email validation is super easy. Simply copy and paste your emails in the magic box and click verify:

or import an entire CSV list:

Norbert will charge only $2 for 900 verifications. (To put it in another way, that’s one-third of a cent per email). A minuscule price to pay for ensuring your emails hit the correct inbox and keep your email sender’s reputation unharmed.

Oh, and if you don’t have any email addresses, you can give Norbert the name and the website URL of your prospects and Norbert will spit back a high-quality email address in less than a second.

Give it a try ! Click the button below to get 50 leads on the house! ADD_THIS_TEXT

Examples of great business meeting request emails

Here are 10 examples of business meeting request emails — ones that will  get you in front of your prospects and ensure booked meetings.

It’s definitely not the type of writing you’d see on social media. It’s also nothing similar to any college assignments you’ve ever done. But with a little practice, you’ll soon get a handle on what it means to write a killer meeting request email.

Feel free to adapt these to your own situation and recipients.

Example 1: Professional cold email #1

This is an ideal email for reaching out to someone who doesn’t know you. Here’s an idea of what it should look like. Try to notice the RAP formula:

Dear [ name of client ],

I’m [ your name ], and I work in [ your position ] at [ your company ]. We’re specialists in [ detail activities ]. Given that you’re a leading [ role of prospect’s company ] within our niche, I believe a collaboration would be in both our interests. In particular, you’d benefit from being able to access our consulting team and our award-winning product suite.

I’d like to take this opportunity to invite you for a meeting at [ location ], at [ proposed date and time ], when we can discuss this further.

Feel free to suggest another time and location if that doesn’t work for you.

Kind regards,

[ your name ]

This email is rather formal. You can adjust the level of formality depending on the situation. Notice, also, the closed-ended call-to-action. Having a CTA like this removes any decision-making your prospects have to do. If they have time, they can simply reply with “yes”.

Example 2: Professional cold email #2

Dear [ client name ],

I’m [ your name ], and I work in [ your position ] at [ your company ]. Our companies work in the same niche, so I believe we could both benefit from cooperating with one another.

Our product suite is specifically tailored to [ product purpose ] and could really help with [ prospect’s pain points ], so I’d love to discuss how we could work together. Are you free to meet at [ location ] on [ date and time ] to talk this through?

I look forward to your response.

Have a great day,

Example 3: Cold email displaying your credentials

Cold emails are the most difficult way to contact your prospect — and also one of the most powerful ones. To make it work you have to prove you’re someone worth their time. 

Hi [ prospect’s first name ],

I’m [ your name ] and I’m with [ company name ], which specializes in [ what you do ]. We’ve built a client base ranging from venture-backed startups to Fortune 500 companies like [ big-name clients ].

Unlike [ other companies in your niche ], we take a different approach to growing companies. We move fast – and if we don’t think we’re right for you, we’ll tell you upfront.

Are you free for a chat at [ time options ] to talk through how we could help you with [ prospect pain points ]?

Here we showcase some of our clients. Make sure you pick the ones that are similar to the company you’re reaching out to. You can also take a step further and, instead of name-dropping, write a one-sentence customer case study.

For example, if you’re pitching a pizza place, then showcase what you’ve done for some other pizza place: “ last month, we’ve increased Crusty Pizza average order value by 5.3%.”

Example 4: Reaching out to someone you’ve recently met

When reaching out to someone you’ve recently met, you can make the emails shorter and more casual. Chances are, they already know who you are, what you do, who you work for, and why you’re reaching out.

But if that’s not the case, feel free to make this next email appropriately longer.

Hey [ prospect’s first name ]!

We met at [ event ] yesterday.

Sounded like you were interested in some of the [ your services ] we offer.

Want to book in a quick* meeting this week to see what we can do?

Let me know when you’re available.

*When I say quick, I actually mean it – we’ll keep it to 15 minutes tops. I know you’re busy!

Depending on how long or memorable your conversation was, jog your prospect’s memory by describing the circumstances of your meeting in more detail.

But even if your conversation was fleeting and unmemorable, simply mentioning that you were on the same event evokes “association bias” that makes the prospect more likely to respond positively.

Example 5: Cold email highlighting an issue

If you can identify an issue your prospect is having, then send them an email like this:

Hi [ client’s first name ],

I was on your website yesterday for [ use case ] when I noticed an issue. [ Give brief details ].

I’m a [ job role ] and I’ve fixed this same issue for lots of other companies, including [ client names ], so I could definitely do the same for you. It would help you to [ benefits of fixing problem ].

I’ve got some free time next week to talk this through. Here’s a link to my meeting scheduler [ include link ].

This email can work wonders if you pick the right problems. Plus, without describing a clear solution, you create an open-loop in your prospect’s mind that causes slight discomfort — discomfort that can be eliminated by simply scheduling a meeting with you.

Example 6: Cold email for SaaS companies

Companies at a certain growth stage will almost always face the same obstacles. Group your prospects in categories by revenue and point out two or three ways your product or service can help them get to the next stage of growth.

You guys are doing some pretty great things in the [ client’s industry ] space.

I’m emailing you because my company, [ company name ], has helped lots of companies in similar positions by:

• [ Product benefit ]

We’ve worked with [ client names ] in the past, and would love to do the same for you

It’d be great to find out more about your business and see if we’d be a good fit. Do you have five minutes this week to talk?

The difference between this email and the previous one is that this one focuses on the positive benefits, while the previous one focuses on the negative issues. In some situations, it isn’t possible to highlight an issue for your prospect. (Think accounting: how on Earth are you going to find out if your prospect is filing their taxes correctly?) In cases like these, you’re better off with a solid benefit-driven cold email.

Example 7: Product demo request email

A product demo takes abstract ideas (like product features & benefits) and translates them into practice: making it easier for your prospects to imagine how to integrate the product in their lives.

When done right, an in-person demonstration can leave a lasting impression, and thus increases your chance of you closing the deal.

I’m [ your name ] from [ company name ]. We do [ company specialism ] for clients like [ client names ].

Growing companies rely on us day in, day out to handle their [ product area ]. By choosing us, they’ve enjoyed:

We’re currently offering 10-minute demos – would you like to schedule one? [ Link to scheduler ].

Make sure to showcase only the most relevant benefits of your product. Including non-relevant product benefits in your email makes your main benefits look secondary, and so lowering the perceived value of your product. ADD_THIS_TEXT

Example 8: Cold meeting request and customer testimonial

Social proof like case studies and client testimonials make your cold email as warm as it gets. Pick testimonials that directly talk about what you did for your client and what results you got them. Avoid testimonials with vague statements praising your work.

As a [ your job role ] in your industry, I wanted to reach out to you about [ your company name ].

We work with companies like [ client’s company name ] on their [ product area ], helping them to:

But don’t take my word for it – listen to one of our clients, [ customer name, job role and company ]:

“[ Short client testimonial, no more than two sentences ].”

I’d love to show you how we can do the same for [ client’s company name ]. Do you have some time this week for a quick chat?

Also, make sure the testimonial is from someone who works in the same industry and has the same position as your prospect. People are more open to receiving advice from someone who’s in the same shoes as they are.

Example 9: Using questions to demonstrate your expertise

Asking the right questions makes you appear knowledgeable. After all, before you can ask thoughtful questions you need to have a deep understanding of the subject — and your prospects intuitively know that.

Knowing your domain of expertise inside and out allows you to see connections that other people don’t see. And when you point out a connection your prospects aren’t aware of, you inspire an “aha” moment and instantly grab their attention.

Hi [ first name ],

Do you and your team use [ third-party service ]? Do you wish it offered some extra functionality? Wouldn’t you love if it could [ list benefits of your product ]?

Pretty sweet, right?

We thought the same – so we made it happen.

I’m [ your name ] from [ company name ]. We give companies like yours the ability to [ expand on benefits listed in email intro ].

Sound like something you’d like to try? And what if you could try it for free?

I’d love to offer you a free trial and show you how it all works. Here’s my calendar [ link to calendar ] to book a time this week or next.

Try to find a few insightful questions that make your prospects ponder, see things in a new way, or open up their mind to new possibilities. It’s not easy. And it’ll require a lot of trial and error. But the results are well worth it.

Example 10: The brutally honest approach

Sometimes, it’s best to be completely honest and not tip-toe around the fact that you found your prospect using various prospecting tools . At the end of the day, you’re here to do business — and every receiver of a meeting request email knows that.

Hey [ client’s first name ],

[ Your name ] here. You don’t know me, but I found you on LinkedIn and I know that people like you often have to deal with [ pain points ].

You’re in luck, because I can [ solution ]. One of my clients, [ company name ], even achieved [ result related to your service ].

Would you be interested in hopping on a quick 15-minute call to learn more?

If so, click here to schedule a call [ link to scheduler ].

If not, just tell me you’re not interested – I don’t offend easily.

Looking forward to your response!

It’s best to create an email like this yourself. Pick the words and dictate the cadence of your sentences. Let your authenticity and personal brand shine through. After all, for many prospects the business relationship they’re getting into is just as important as the product they’re buying.

Now it’s your turn!

I hope you enjoyed reading my 10 meeting request email examples.

Which meeting request email template are you going to try first?

How will you change it?

Or will you create your own from scratch?

Either way, let me know in the comments below!

Hi, I'm Norbert! when I'm not searching for 10+ million email addresses per month, I'm writing articles that help sales, marketers, and recruiters help get their emails read and increase their response rate.

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45 Best Contact Us Pages You'll Want to Copy [+ Templates]

Updated: April 19, 2024

Published: September 07, 2023

When I think of excellent website design , I usually think about the homepage, blog, or product page, but never really a 'Contact Us' page.

If you have a website, it might not seem like the page you need to prioritize, but that’s a huge mistake, especially considering that it’s one of the most valuable pages on your website and, typically, one of the most visited site pages.

In this post, I’ll review the elements of effective Contact Us pages and show you some of the best real-life examples of Contact Us pages on the web to inspire your own.

Table of Contents

Contact Us Page Best Practices

Contact us header examples, best contact us pages, contact us page templates.

Contact Us Page Examples Guide

42 inspiring industry examples to help you reimagine your existing contact page.

• Retail Examples
• Finance Examples
• Agency Examples

You're all set!

Click this link to access this resource at any time.

Fill out this form to see more Contact Us Pages.

Like I mentioned above, a Contact Us page is one of the most valuable pages you can have on your site.

But, unfortunately, many website designers might place it near the bottom of their priority list in terms of copywriting and design. (Which is probably why many contact pages look like they were built in the 1990s…)

Lets review the elements that effective Contact Us pages have in common to learn about the features and best practices you should remember to include in your web form .

Great contact forms typically provide:

Good Design and Navigation

• Easy Accessibility : Ensure the contact form is easily accessible for visitors.
• Optimal Design : Utilize user-friendly layouts, themes , and clear formatting for a seamless experience.

Clear Purpose and Contact Options

• Clarification : Clearly explain the reasons why visitors should contact your business.
• Showcasing Work : Display your brand's services or products to offer insights upfront.
• Contact Information : Provide email and phone number for immediate communication.
• Call-to-Action : Include alternative actions for visitors who prefer not to fill out the form.

Offer Understanding and Expertise

• Problem-Solving Info : Describe how your business can address visitors' needs.
• Thought Leadership : Showcase expertise through recent blog posts or press mentions.
• Social Media Links : Connect visitors to active social media accounts for further engagement.

Helpful Content and Interactivity

• Resource Promotion : Provide links to helpful content and resources for visitors.
• Creativity : Infuse creativity to create a memorable and positive experience for visitors.
• Redirection : Direct visitors to a thank you page detailing future communication.
• Simplicity : Keep the form straightforward and avoid unnecessary fields and words, so your page remains as straightforward as possible — no fluff. Tools like our free AI Paragraph Rewriter can help you effortlessly fine-tune your content.

Now that we've gone over best practices let's review examples of some of the most effective Contact Us pages on the Internet.

Time to get inspired.

Download the Guide: 42 Contact Us Page Examples

An effective Contact Us page typically starts with a catchy header. This draws the visitor in and encourages them to utilize your support offers.

Read on for a few examples of companies that have awesome headers on their contact page.

1. Brandaffair

Why I think this "Contact Us" page stands out:

Aside from the obvious pink flamingo, I think Brandaffair captures visitor attention in three main ways:

• The map provides the exact location of the office
• The "Meet Us" section includes a phone number and email for general inquiries
• The "Pitch Us" section includes a template that helps businesses submit their ideas directly to the company for consideration.

2. Yummygum

A lot is going well for Tune's Contact Us page: the beautiful design, the calls-to-action, the clearly displayed contact information, and the form below the fold for visitors who want to get in touch with specific inquiries.

Tune's Contact Us page feels welcoming. With copy like "Let’s Start a Conversation" and "Ask how we can help you," it makes us visitors feel like we're being taken care of.

Many business' contact pages are rather cold — but the more friendly you make your page's copy, the better you'll make your visitors feel. After all, you should want them to contact you so you can help them and start building a relationship.

3. Atlas 1031 Exchange

Hands down, the best thing about Choice Screening's Contact Us page is the copy. It doesn't get much better than this, all starting with that concise, delightful "Talk to a Human" header — what we all want when reaching out to customer support.

Following all that excellent copy is a well-organized page with contact information containing emails for every different department, followed by a form . The form's a little lengthy for most businesses, but for a company that runs background checks of all kinds, the form fields are likely necessary to help them organize all their inquiries.

When considering how long your own forms should be, I recommend considering whether you want to get more inquiries, or more qualified and higher-quality inquiries. If you have other, accessible avenues for people to contact you, a longer form can be okay for your business.

The form itself is simple, with large form fields and CTA buttons — making it very mobile-friendly. Below that, they've laid out all the typical contact information — office address, phone number, email, hours of operation, etc. — in a way that's easy to read and scan.

Another notable plus is that the icons and primary CTA reflect the same color yellow as the brand's logo. All of these simple touches make for a clean, visually appealing design.

10. Weifield Group Contracting

The beautiful image of a hiker in the mountains with a Yeti cooler is juxtaposed with a clean white background to make the contact information and CTAs clear for site visitors. And the link to Yeti 's knowledge base helps them quickly and easily find answers if they don't want to wait around.

13. Zendesk

At the bottom of the Contact Us page, there is an area where visitors can browse through Zendesk product support options and review Zendesk office locations. It's clear that the company took the time to build this page with its buyer personas in mind. It considered what users might be looking for on the contact page and added those items as additional resources.

It's important for every page of your website — including the Contact Us page — to reflect your brand, and this page does a great job of keeping things fun while helping ban.do's customers.

23. Achieve3000

I find its approach to be fun and eye-catching, but also a helpful tool to redirect visitors to the information they're looking for.

In the middle of the page, there are three CTAs users can choose. The first is for Sales. Here, visitors can review Marvel's plans and even make a purchase. Support is next — where users can find answers to their questions and get help in real time. Finally, visitors can use the Press Kit option to download images of the product or company logo to share on their personal and professional channels.

27. Molamil

Aside from the quirky images and playful text, Molamil highlights its brand values as well. The Contact Us page lists collaboration, exploration, and proactivity as Molamil's core company values. This lets the visitor know the business may have some fun, but it's still dedicated to fulfilling customer needs .

28. Let's Travel Somewhere

Since the editor travels, the blog's writers need multiple ways to contact her. So, she provides a pop-up form and several social media links, giving the writer multiple communication options.

She even notes that because of her frequent travel, she may be slow to respond at times. This outlines expectations for her writers, so they aren't confused if their pieces aren't published immediately.

On its Contact Us page, Shekudo offers three email addresses to contact the company. The first is for general inquiries, the second is for order inquiries, and the last one is for stock and wholesales inquiries. This gives visitors a specific resource to reach out to depending on the question they may have for the company.

Shekudo stands out to me from other organizations on this list because of its imagery. It makes great use of high-quality images that not only compliment the other elements on the page but also showcase the company's products. It makes me want to buy another pair of shoes even though I'm currently in the process of contacting them about another order.

37. Ulta Beauty

For marketing inquiries, CUUP also provides two email addresses and a partnership page that visitors can access directly from the Contact Us page. This opens the door for new partnerships that the company may not have initially considered.

40. United Sodas of America

Omsom’s Contact Us page stays on brand by greeting visitors with "Holler!" The page immediately directs customers with questions about Omsom’s products, process, and return policy to the FAQ page. It also provides email addresses for inquiries regarding order issues, wholesale requests, press, careers, and partnerships.

42. Tower 28

Tower 28 is a cosmetics company that specializes in creating high-performance makeup and skincare products for sensitive and allergy-prone skin. As a "clean" cosmetics brand, it’s understandable that customers may have a lot of questions about the company’s products and sustainability efforts. That’s why it’s super helpful that the Contact Us page includes a link to the FAQ.

Tower 28 provides a simple contact form on its Contact Us page, as well as specific email addresses that visitors can reach out to with specific inquiries regarding order status, influencing, press, and partnership.

I especially appreciate how proactive Tower 28 is about navigating potential phishing scams. Not only does the Contact Us page explain how you can get in contact with the brand, but it also lists the methods and accounts they would use if they ever reach out to you.

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Discover 42 inspiring industry examples to help you reimagine your existing contact page.

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