We compiled five simple tips for writing effective customer service emails that sound “human” and sympathetic rather than a bot-generated response.

There is nothing more annoying than seeing a customer service email that looks like a cookie-cutter, or worse, “robotic” response. Surveys have shown that a third of companies lose their clients due to communication-related issues. 

Writing effective customer service emails is one of the many ways to retain a customer, which is way cheaper than finding a new one. According to previous studies, acquiring a new client is 5-25 times more expensive than keeping one happy. 

Simply put, never miss the opportunity to delight customers and immediately address their queries and complaints to avoid losing them. 

In this post, leading inbound marketing expert LOJO Marketing compiled the most essential tips when writing customer service emails.

1. Be more human

There are two sacrosanct rules to make your email sound more like a human rather than a bot-generated letter: Use your client’s first name and your name.

Call center technology company Genesys has released a survey suggesting that around 40% of customers said they want “humanized” customer service.

To help you understand the difference between a humanized email and a robotic-like response, read the two examples below: 

DON'T

Good day,

We received your complaint. Here is your reference number, 123456, that you can use for future correspondences.

Please wait for our representative to contact you within 1-2 business days.

Thank you. 

Company XYZ

DO

Hi Ernest, 

We received your complaint regarding the erroneous bill and realized our mistake. We are really sorry for the inconvenience, and we promise to avoid this error in the future. 

Again, we apologize for the inconvenience it has caused you. 

Cheers, 

Calvin

2. Promise them a solution

There is nothing more frustrating than receiving instruction in response to a question. For example, imagine you forgot your online banking username or password, and when you emailed your bank, they responded by giving you a resource link.

To help you understand the difference between a sympathetic and direct response versus a cookie-cutter interaction, read the examples below.

DON'T

If you have any concerns or questions, go to this link: www.abcbankingcompany.com, and read our FAQs by clicking here. You may also call our customer service at 12345678.

DO

To retrieve your username and/or password, click the link below. Once you fill out the form, we will send your username and/or new password to your email. 

By giving them a quick solution, you show that you value your customers’ time.

3. Don't be vague

One of the most common vague email responses customers get is, “we will get back to you asap.” Not only this leaves people anxious but also confused.

A good rule of thumb is to provide people with an exact date (or at least a timeframe) and specific information. Simply put, write customer service emails with transparency and accuracy in mind.

DON'T

We will contact you as soon as possible.

DO

Please wait for our customer service representative to call you tomorrow to resolve the issue.

4. Be transparent and direct

Being transparent means being realistic about the situation. For instance, you are a plumbing contractor who offers same-day repair, and a client asked for this service amidst a Category 4 hurricane. The best way to handle this situation is to tell the customer your “limitation” rather than make a far-fetched promise. 

Aside from over-promising, you should also avoid making excuses or justifications for bad services or products. If you make a mistake, own it and apologize to the customer instead. 

Look at the examples below to see the difference between a “transparent” and “honest” email interaction and a half-hearted apology.

DON'T

While we are sorry that the gadget you bought from our store stopped working after a week, keep in mind that product failure is only caused by incorrect use.

DO

Please visit our repair center to have your gadget checked. Also, please bring your receipt and warranty card.

5. Portray the emotion of sympathy

Treat your customers with respect, even though they send you an angry message that is enough to ruin a good day. As tempting as it may be, never use language that trivializes other people’s complaints or issues or one that portrays sarcasm and outrage.

Simply put, write emails in a way that your clients feel respected and are part of your team.

DON'T

We are sorry, but we will not provide product replacements if the reason of failure is caused by negligence on the client’s part.

DO

I am really sorry that the gadget you bought from us stopped working. I understand this must be frustrating to you. However, product replacement only applies to product failure caused by manufacturing defects. If you like, you can bring the gadget to our repair center, which is open from Monday to Saturday, between 9 am and 7 pm.