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Customer Service Email Templates Every Brand Needs

Gladly Team

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4 minute read

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#Best Practices

Tackling customer concerns and requests isn’t always easy, but there’s one way to make it less time-consuming and stress-free — with customer service scripts that walk agents through different customer concerns, encounters, and solutions. Here are four essential customer service email templates to help level up customer interactions.

How to 10X Your Customer Service Email Strategy

🛑 Say goodbye to lengthy, time-consuming email responses from customer service agents. Thanks to a robust answers knowledge base, Gladly makes it even faster for agents to respond to customer email inquiries with standardized answers. See why brands handle their customer service email management with Gladly.

1. Customer Service Email Template for Answering Customer Questions

No matter how comprehensive your website’s FAQ or policy pages are, customers will inevitably reach out to your customer service team with questions. Here’s how to start off the conversation on the right foot.


Hi [customer name],

Thanks for reaching out. This is [agent name], and I have an answer to your question about [topic].

[Provide your answer with links to relevant additional resources.]

If you have any more questions or come across any issues, please respond to this email, and I’ll be happy to help.

Have a great rest of your day,

[Agent name]

2. Customer Service Email Template for Responding to Frustrated Customers

Unlike the email template for customer support above, responding to customers who are already frustrated will require a tad more finesse. Not only should you aim to provide help and resolve the issue, but you should also demonstrate some reassurance and empathy.


Hi [customer name],

Thanks for reaching out. This is [agent name], and I’m sorry to hear about your trouble with [the issue]. My team and I are doing everything possible to resolve this as soon as possible.

  • Option 1: [Describe the steps you’re taking to solve their issue, with links to relevant additional resources.]
  • Option 2: To get you the help you need, I need some more information from you. Can you please tell me more about [what you need more clarification on]?
  • Option 3: While we look into this, here are some actions you can take that may resolve the issue: [state actions customers can take]. If these don’t work, I’ll get back to you by tomorrow with some alternative solutions.


I look forward to hearing from you soon,

[Agent name]

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3. Customer Service Email Template for Handling Customer Complaints

Mistakes happen and customers want to feel heard. The key to responding to complaints is acknowledging them and apologizing for any inconveniences. Agents should remain respectful and honest, no matter who is in the wrong.


Hi [customer name],

Thanks for reaching out. Here at [brand name], satisfying our customers is the heart of what we do, and I’m so sorry to hear that [customer issue].

[Provide your resolution, e.g., arranging for a refund].

If you have any more questions or come across any issues, please respond to this email, and I’ll be happy to help.

Best,

[Agent name]

4. Customer Service Email Template for Following Up With Customers

One tenet of good customer service is following up afterward to remind customers that their experience is important to you. This customer service email template summarizes the original customer issue succinctly, and gives them the opportunity to reply if they need additional help.


Hi [customer name],

I hope you’re doing well. This is [agent name], and I wanted to check in with you regarding [customer issue or question].

If you have any more questions or come across any issues, let me know, and I’d be happy to help.

Have a great rest of your day.

[Agent name]

Put These Customer Service Email Templates To Work

While having a robust set of customer service scripts for all of your different channels can go a long way in empowering support agents and transforming the customer experience for the better, make sure you level up your other customer service tools as well. Having scripts and nothing else also means you risk agents becoming overly reliant on them and struggling to customize responses to meet specific customer needs.

So, don’t stop at providing your team with customer service email templates to improve your support experience. Check out this guide on how to unlock customer loyalty through natural conversation.

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