“Customer Service Email Templates To Speedup Conversation in Pandemic 2020”

Covid-19 pandemic has brought evolution in customer service today. As an entrepreneur, you need to rely more and more on online channels like live chat and emails in order to solve customer concerns. However, those business emails are either dropped off in the spam folder of your customer or get buried under other promotional junks in your customer’s inbox. The automated emails lack the charm and often fails to connect well with your customers. At the same time, sending personalized messages to each customer is certainly not possible.

As we know each interaction with your customer is valuable to you. The right words when said, can have the most impact. Desky helpdesk & live chat software believes in it and thus has a special feature – ‘email templates’ to bring your customers back to you on a positive note. Using customer service email templates, you can ensure your customers are acknowledged and addressed and appreciated.

Benefits of Customer Service Email Templates

1. Email templates helps save customer support time

While we understand being empathetic towards your customer is important. There is no harm in using email template emails that will make it count. You do not want to waste time typing the same message over and over again. A pre-drafted email template can help you save a lot of this time. Additionally, you can personalize your customer service template as well. 

2. Email templates builds messaging consistency

You often get a lot of related questions that need to be answered in the most similar nature. As for example, questions on how to install your software, how to use the product and so on. You must send them solutions that are the same across different platforms which reduces the confusion among your customers. Here, customer service email templates come to rescue. Having synced up answers will not only save your time but brings consistency to your customer service and troubleshooting management. 

3. Offer structured information to your customers

You don’t always have to reply with a solution instantly. This is where your word play skills are tested. Your customer might not be aware of your product and needs helping. But a no or delayed response each time they ask you for something can make them lose trust in you. Structure a customer service email template to let your users When you start sending customer service email templates, you can keep the content structured and crisp to convey the point. Desky allows you to add bullet points or a step-by-step guide or can also let you redirect to the knowledge-base for a thorough tutorial. 

10 Customer Service Email Templates You Need To Grow Your Customer Base

We have ventured out to 10 customer service email templates that are absolutely great for your customers and works brilliantly to build an entire customer experience. 

1. Answering a customer bad experience, positively

Dear {Customer Name},

I’m sorry you are not satisfied with the purchased product. We intend to make items that make your life easier, not harder! I will pass along your concern to our respective support team. I hope you’ll consider giving us another chance. 

Thank you for your business.


2. Responding to a frustrated customer 

Hi {Customer Name},

We are extremely sorry that you had such a terrible experience with us.

We immensely care about serving our item owners and we have always believed that we leave no stone unturned to make it possible. Unfortunately, it seems like that’s not the case as we couldn’t keep you happy.

We do not want you to let you go, but is there anything we can do to make your experience with us better now? We wish you all the best. Let us know if we can be of assistance in any way.


3. Providing update on the status of customer support ticket

Hi {Customer Name},

Thanks for reaching out to us.

We have received your support ticket and have assigned your concern to the respective tech support agent. While our support agent reviews your ticket, you can refer to our FAQ section or knowledge-base articles for some details. 

We would be following up with you soon within our working days and time of the hours. In the meantime, let us know if you have any other questions.


4. Informing customer that his concern is resolved and the ticket closing

Hi {Customer Name},

We have updated your support ticket in our system. Our records show that your concern is resolved. How did it go? We are hereby closing your ticket.  

Just wanted to make sure you’re happy :)Feel free to re-open the ticket if you have something on your mind related to the query.


5. Turning down a customer special request 

Hi {Customer Name},

Thanks for reaching out to us with your special request. We would have loved to work on it but unfortunately, we could not take up a special work gig. Our team is tied with a schedule and we do not see we can accommodate any additional requests as of now. But, you can find similar products from our portfolio that look like the best match.

We look forward to hearing from you. Thanks for showing your interest in us.


6. Re-directing customer to the knowledge base articles

Hi {Customer Name},

Everyone at the office here is thrilled to have you onboard with us. Thank you for reaching out to us here. We have built a useful knowledge-base as a resource tool for item owners like you. Please go ahead and take the first reference. 

You can open a support ticket with us for any difficulty you encounter with our item. We would be more than happy to help you on it ASAP. We wish you success!


7. Asking customer for a positive feedback  

Hi {Customer Name},

Thanks for choosing us.

Would you be kind enough to share your experience with us as feedback in form of rate and review? Our prospects would find reviews extremely helpful when they are searching for a similar product.

Looking forward to hearing more from you.


8. Responding to a technical support seeking customer

Hi {Customer Name},

Thanks for reaching out to us with your query.

Before we dive deep into it, can you give us more information about the issue you are facing here? Can you share the screenshot so that we can take a closer look? Has it been recurring? Did you check the documentation of the item?

Based on the above answers, I will get back to you with a resolution.


9. Informing a customer to renew service 

Hi {Customer Name},

Thank you for using our product for the past [year]. Your service contract is expiring soon] and we will no longer have access to assist you with our item.

You can renew or upgrade your contract.Feel free to let us know here. 


10. Answering a customer who is asking for refund

Hi {Customer Name},

As requested by you, we have processed your refund. We are sad to see you go, but we hope that we could serve you better in the future where our product will be more useful for your business.

If you are still on the lookout for other options, please do let me know, as we would be able to help you choose other options that might be the right fit for you.

Please do stay connected. Have a great day.



The COVID-19 pandemic has made all of us impatient and curious. A well thought customer service email template will save you from a harsh situation virtually. Undoubtedly, you will face situations that are tricky and bumpy, but customer service email templates like the above will be your saving grace. Moreover, it will also help you keep your branding and messaging consistent which your customers will feel at ease. Desky lets you draft email templates that can be used with an excellent ticketing software and Desky live chat. These are immensely helpful for your customers. Try out Desky for free or Sign up and enjoy the bundle of benefits to up your customer service and grow your customers by x2.