Support Examples

Hi [customer name],

Thanks so much for emailing about this—I’m sorry to hear that you were caught off guard by our billing.

I can totally get how it can be frustrating to receive a charge that you weren’t expecting, especially when you’ve just started to use our tool.

Could you share a bit more information with me so that we can get to the bottom of this? For example, would you mind sending me the username associated with your account along with the date that you received the charge? Using that, I can take a look at our system and see how we can get this fixed for you.

Thank you,
[customer support]

Hi [customer name],

I can definitely see how this would be frustrating for you—I apologize that I misunderstood the trouble you were running into when you first emailed in. It seems like the issue that you are having is actually [X], rather than [Y] like I originally thought.

I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.” Lastly, let them know that you have been looking into the issue and that you think it should be resolved: “That being said, I think we might have gotten to the bottom of this.

Thank you,
[customer support]

Hi [first_name],

Thanks for contacting [company_name]!

This automatic reply is just to let you know that we received your message and we’ll get back to you with a response as quickly as possible. During [business_hours] we do our best to reply as quickly as we can, usually within a couple of hours. Evenings and weekends may take us a little bit longer.

If you have a general question about using [specific_product], you’re welcome to browse our [knowledge_base_link] for walkthroughs of all of our features and answers to frequently asked questions.

If you have any additional information that you think will help us to assist you, please feel free to reply to this email.

We look forward to chatting soon!

Thanks, [agent_name] and [agent_headshot]

I noticed that you left a review on your interaction with me that mentioned that the solution I’d offered didn’t work for you, so I wanted to reach out and see if we could get it fixed.

I know that you didn’t respond directly to my email and left a review instead. If you’ve decided that you don’t want to work through this any further, I totally understand. If that’s the case, please just ignore this email. Otherwise, could you let me know what steps didn’t work as expected?

Once I have a bit more information, I’m happy to help get everything resolved for you.

Thank you,
[customer support]

Dear [First name],

I’m so sorry your order hasn’t arrived. I know how frustrating this must be. We certainly didn’t intend to add to your holiday stress.

I’ve tracked the package via [carrier], and it’s currently listed as “[status].” If you’d like to check on its progress, here’s the link you can use: [link]

Please contact me directly if your order hasn’t arrived within [time frame]. In the meantime, I will do everything I can to locate your package.

Once again, [First name], I sincerely apologize for the inconvenience.

Sincerely,
[Agent first name]

Dear [First name],

I’m so sorry we mixed up your order. I know a mistake like this can be very upsetting, especially at this time of year.

I’ve double-checked your original order, and the correct items should arrive tomorrow via [carrier] (tracking number [#]). If you’d like to track the package, here’s the link you can use: [link].

I’ll follow up with you tomorrow to make sure you received the correct items. If you have any questions in the meantime, feel free to contact me directly.

We do have one small favor to ask. Could you please return the unwanted items within the next [#] days? There should be an adhesive prepaid return label inside the box. If not, just click this link, print the form, and attach it to the box. You can drop the box off at any [carrier] location (click here to find the one nearest you).
Once again, [First name], I sincerely apologize for the inconvenience.

Sincerely,
[Agent first name]

Dear [First name],

I’m sorry you had such an unpleasant encounter with one of our associates earlier today. We try to make our customers’ shopping experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short.

I’ve forwarded your complaint to the [location] store management team as well as our corporate customer experience team. We will do everything we can to make sure this doesn’t happen again.

We’d also like to make it up to you by offering a [#]% discount on your next purchase in-store or online. Here’s a link to the coupon code, which you can print for in-store use: [link].

Once again, [First name], I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us.

Sincerely,
[Agent first name]

Dear [First name],

I’m so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur.

Here is the section of our return policy that addresses your original question about electronic product returns.

[Screen capture]

You can find our complete return policy here: [link]. Please feel free to reply to this email or call my direct line with any additional questions you might have.

Also, I’ve made our corporate customer experience team aware of this issue so they can address any underlying problems and ensure our customers always have the right information.
Once again, [First name], I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us.

Sincerely,
[Agent first name]

Dear [First name],

I’m so sorry for the delay in getting back to you. I understand your frustration. Your email needed and deserved a timely response.

As you requested, I’ve updated your payment settings and alerted our website team to the problem you’re having with your account management page. Please contact me directly if you experience any further problems on the site.

For inconveniencing you not once, but twice, we’d like to offer you a [#]% discount on your next purchase in-store or online. Here’s a link to the coupon code, which you can print for in-store use: [link].

Once again, [First name], I apologize for the inconvenience. We will continue to do everything we can to speed up and improve our customer service delivery.

Sincerely,
[Agent first name]

Hi [name],
Thanks for reaching out. I’m so sorry, I definitely understand your concern and I’m escalating your issue so that someone can take a closer look at what’s going on right away.
Please standby and one of my teammates will get back to you with more details ASAP.
Best,
[agent name]

[Customer],
I am so sorry to hear that you have had such a poor experience that you no longer want to work with us.
Customer satisfaction is always the number one priority for us. I’m deeply sorry that that wasn’t clearly demonstrated to you.
As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with your business, and I wish you all the best.
Let me know if you have any more questions, comments, or concerns.
Best,
[Your name]

Hi [customer’s first name] —

I completely understand your frustration with [ the issue]. I wouldn’t be happy in your position, either. I’ll make sure that our [internal team0 hears about your experience.

In the meantime, we’re working to make this right. Our team is prioritizing your issue and will do everything they can to fix it as fast as possible.

Thanks for bringing this issue to my attention, and I’m sorry that we dropped the ball here. We’ll do what we can to fix it and I’ll be sure to keep you updated.

Please let me know if there’s anything else I can do for you.

Sincerely,

[your name]

Hi [customer’s first name]!

Thanks so much for your kind words! We always love hearing that our customers are happy. We work hard to make [your product] the best it can be, so we’re glad to hear that it’s working well for you.

If you wouldn’t mind, we’d love for you to share your thoughts in a review! Online reviews help us build our reputation, so if you’d consider leaving a review on Google Business [link], Yelp [link], G2 Crowd [link], or Amazon [link], we would really appreciate it.
Let us know if there’s anything we can do for you in the future, and thanks for making our day!

Sincerely,
[your name] and the [your company] team

Hi [Customer],

I’m so happy to hear that you’re having a great experience implementing what you’ve learned with us in your company. Helping our customers help their customers has always been our goal.

Since I’ve loved getting to work with you these past few months, I was wondering if there was anyone you know who might benefit in a similar way. It would be a pleasure to help them achieve their goals.

I’m looking forward to it!

Thanks,

[Your name]

Hi [Customer],

I hope you’re having a great week so far! I saw you’ve started sending out emails with our email marketing tool this week, it looks like you’ve achieved some impressive clickthrough rates. How are you enjoying working with the tool?

If you have any feedback or questions about the tool, don’t hesitate to give me a call or shoot me an email, and I’ll help you out! If you’d like to share your experience using Biglytics, here are our pages on G2Crowd and Capterra where you can give us a rating and share your feedback to help other customers learn about us.

Thanks for your time, and give me a call if you have any questions about the tool!

[Your name]

Hey [Customer],
I hope everything is going well with you and that you’ve had a great year navigating your product.
I noticed that your annual subscription is expiring in two weeks. Are you interested in renewing your subscription? If you’re weighing your options, I’d love to chat further with you to help you come to a decision. If you’d like to upgrade to a new product, we can discuss that, as well.
I’m looking forward to hearing from you.
Cheers,
[Your name]

Hi [customer name]

Just wanted to let you know that it’s time to renew your subscription. You only have a week left, s make sure your payment information is up to date and that you’ve selected “Auto-renew” in your account settings.

[Screenshot or GIF of how to renew in their account settings]

If there’s anything I can do for you or if you have questions about renewing your subscription, please let me know!

Sincerely,
[your name]

Hi [Prospect],
I noticed that you seemed interested in some of the products on our website. If you have any questions, please feel free to reach out. I’d be happy to guide you through the different options.
I want to extend to you an offer for a free trial as it can be tough to commit to a product from a mere description. Our free trial lasts 30 days and lets you navigate all the features from the comfort of your home. It’s a great chance to see which product is right for you and how much it can benefit you and your clients.
If you’re interested, email me back or give me a call. I can talk you through all the details and get you set up.
Cheers,
[Your name]

Hey [Customer],
I’m [Your name], and I’m very excited to be your new Account Manager at [Your company]! I’ve heard great things about you from my teammates, and I’m hoping they’ve said some good things about me, too.
My role will be to guide you through anything you need. If you ever have questions, run into problems, consider an upgrade or anything at all, I’m the one for the job. We will be working closely together, and I’ll be helping you navigate your new product.
I’m looking forward to meeting you. Shall we set up a time this week to catch up in person?
Cheers,
[Your name]

Hi [Customer],
Welcome to [Your company]! I’m so excited to have you join us. We’re feeling pretty lucky that you chose us, and I just wanna say thank you on behalf of our whole company.
To get you settled, I wanted to share with you some of our best resources so you can make the most out of your experience with us. Subscribe to our blog [add link] for some great tips and knowledge to be successful in your industry. Check out our Instagram [add link], Facebook [add link], and Twitter [add link] for your daily dose of industry news, advice, and behind-the-scenes looks.
If you’re interested in learning more about your product, feel free to contact me or anyone else on our support team at any time. We’re always here to help you in any way we can.
Cheers,
[Your name]

Hi (customer’s first name)!
Thanks for joining the (your company) family! We’re very excited to have you here. We appreciate every single customer, and I want you to know that includes you.
As a (your position), I’m here to answer your questions. So if you’re not finding something you need, or you’re not sure what to do next, just hit “Reply” and I’ll help you figure it out.
Feel free to hit us up on Facebook (link) or Twitter (link). If you want a fast response, too.
If you have any questions, comments, or feedback, just let me know.

Sincerely,
(your name)

Hi [customer’s first name]!

And welcome to [your company].
Since you’re new around here, I thought I’d send over a few useful links. They’ll help you get started with [your product] and make sure you get the most out of it as quickly as possible.

Our FAQ [link] is a great place to find the answers to questions you might have as a new customer.

Our blog [link] has some great ideas on how you can use [your product] to [do what your product does].

This video [link] walks you through setting up [your product] for the first time.

The knowledge base [link] has the answers to all of your technical questions.

And, of course, I’m always here to answer questions for you! If I can help in any way, don’t hesitate to fire off an email.

Sincerely,
[your name]

Hey [Customer],
I’m sorry to see you go. Doing business with you these last four years have been great. I’ve learned so much from you and have made several updates to our products based on your thorough, thoughtful feedback. I appreciate everything you’ve done to make our company the best it can be.
As you set onto a new path, don’t forget about us! I’d love to hear about your successes in the future and the exciting growth your company inevitably will have.
Please keep in touch. Good luck with everything!
Cheers,
[Your name]

Hi [customer’s first name]

I’m really sorry to hear that you’re leaving us! I understand your frustration with [cause of leaving], and I offer my sincerest apologies that we weren’t able to solve the issue.

As much as we’d love to keep you as a customer, I understand your decision.

Please let me know if you have any questions, comments, or further feedback.

Sincerely,

[your name]

Hi [Customer],

I’ve processed your refund, and you should expect to see the amount re-appear in your bank account in the next couple of business days.

I’m sorry to hear that you didn’t love your new product. I completely understand that it isn’t for everyone.

If you’re still on the search for the right choice for you, let me know. I’d be happy to talk you through some of our other options and see if any of them feel like a good fit for you. In the meantime, thank you for your time and for giving us a try.

I hope to connect with you again in the near future.

Best,

[Your name]

Hi (customer name)

Sorry that [product name] didn’t work out for you. But we know it’s not perfect for everyone.

We’ve processed your return, and you should be receiving your refund shortly.

In the meantime, let me know if you have any questions, comments, or feedback.

Sincerely,

[your name]

Hey [Customer],
I hope you’re enjoying your brand-new product. I remember that you were torn between two versions, but I firmly believe you went with the perfect choice for you.
If you’re interested, I’d love to hear more about how you’re liking the product. Let me know some pros and cons and if there’s any way I can be of assistance to guide you through this process. I’m here for whatever you may need and look forward to hearing from you soon.
Cheers,
[Your name]

Hi [customer’s first name]!

Just wanted to check in to see if this issue has been resolved. Are you still having trouble with [short version of the issue]? If you are, let me know and I’ll make sure it gets taken care of right away.

If not, great! Just let me know and I’ll close out this ticket so I can stop pestering you with emails.

Thanks very much!

[your name]

Hi [customer name]

You’ve been using [your product] for a while now, and we’d love to hear your feedback. If there are any issues you’ve run into, please let us know so we can make sure you’re getting the most out of [your product].

If you’ve been enjoying [your product] , we’d really appreciate it if you left us a review! Online reviews are a big part of growing our business and reaching new customers, so we encourage customers to leave their honest feedback.

Thanks very much!

[your name]

Hi (customer name)

I haven’t heard from you in a while, so I thought I’d check in. How are things going? How are your liking [your product]? Is there anything I can help you out with?

As always, shoot me an email with any questions, comments, or feedback.

Sincerely,

[your name]

Hi (customer name)

I just wanted to follow up on our conversation about [short version of the issue]. I think we got everything worked out, but I’d like to make sure that you’re satisfied with the resolution.

Is there anything else I can help you out with?

Sincerely,

[your name]

Hi [Customer],
Thank you so much for referring your friend [Friend’s name] to us. I’ve loved getting to know them and do business with them. I’m so happy that you’ve stuck around with us for this long and brought your friend to share the experience with you.
We’re lucky to have you. Thanks again for being such a fantastic customer!
Cheers,
[Your name]

Hi [name],
Sorry for the delay in response.
We encountered an issue earlier today that affected a portion of accounts — and unfortunately yours was one of those affected.
We have rectified the underlying problem and you should be up and running again now. No conversations were lost during this time, but please give it a few minutes for them to flow into your inbox.
We understand how critical we are in the role of supporting your customers, and will be implementing a host of solutions to ensure that a situation like this does not occur again.
If you have any questions, please don’t hesitate to give us a shout.
Thanks,
[agent]

[Customer],
I am so sorry to hear that you were put on hold with a customer support rep for over twenty minutes. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate rep.
We are prioritizing the malfunction you are facing in your software. Our team is jumping on that problem right away, and I will let you know as soon as it’s fixed.
I appreciate you letting me know about your negative experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way in which we may have inconvenienced you.
Let me know if you have any more questions, comments, or concerns.
Best,
[Your name]

Hey [Customer],
Thanks for reaching out! I’d be more than happy to help you.
Before we dive in, can you give me a little more context on the situation? When did this issue begin happening? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own?
These questions will help me find a more personalized solution to your problem.
Thanks,
[Your name]

Hi [customer name]

Thanks for getting in touch, [feature request] is a great idea, and I’ve passed your recommendation along to our development team. I can update you when I hear back from them.

In the meantime, I recommend [alternative solution].

Please let me know if you have other questions or feedback!

Sincerely,

[your name]

Hi (customer name)

So sorry that you’re having trouble with [issue]. I’d be happy to help resolve it and get you back on track. I just need a few more details to get started.

Could you send me a few more details? [specific request here] What type of computer are you on? Which operating system version are you using? Were you doing anything in particular when the issue arose?

The more information, the better! (it all helps me solve the issue for you faster.)

If you have any other questions, please let me know. Looking forward to hearing back from you.

Sincerely,
[your name]

Hi (customer name)

Thanks for getting in touch. We’re aware of this service interruption, and I’m very sorry that it’s causing you problems. I know how frustrating it is to need a [type of product] and not be able to get it.

All of our engineers are focused on the problem and hope to have the service back up and running as soon as possible. Would you like me to send you an email letting you know when it’s functional again?

Sincerely,

[your name]

Hi [name],
Thanks for your note. I’m not sure I follow what you’re saying, any chance you could provide a little more detail? A screenshot would be super helpful as well.
I’ll do my best to help.
Thanks!
[agent name]

Hi (customer name)

Thanks for your question about [topic]. This is a question we get a lot, so we published a [type of resource] that walks you through it from beginning to end.

You can find it here: [link]

If you have any other questions, feel free to reach out!

Sincerely,

[your name]

Hi [name],

Thanks for writing in! There’s no way to do this at the moment, but it is something we’re considering for a future release. I just added you to the list for follow up, so as soon as we do have news regarding mass replies we’ll be sure to reach out.

In the meantime, your best bet for speeding this up would probably be to use canned replies. Then it’s just a couple of clicks per ticket to send out the same reply.

Cheers,
[agent name]

Hi %{first_name},

First of all, thank you so much for checking out [company]!

We too, are a small business and appreciate you checking in to see what options we have available. At this time, we do not offer any discounts or startup pricing plans.

We’ve worked really hard to build the best product out there for small businesses to deliver awesome, personal customer support. We believe that Groove delivers so much value and you will feel that the investment pays itself off.

Thanks again and we wish you the very best as your business grows.

Cheers,
[agent_name]

Hi (customer name)

Thanks for getting in touch. I’d love to set you up with a discount of [amount]

Just use this code when you’re checking out: [discount code]

Let me know if you have any more questions!

Sincerely,

[your name]

Hi (customer name)

Thanks for getting in touch. Unfortunately, we can’t give our discount codes, because we always offer the lowest possible price to al of our customers.

However, [secondary option].

I hope that helps. Let me know if you have any more questions or comments!

Sincerely,

[your name]

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