21223819 - hands of an office woman typingWe’ve talked about how invaluable it is to offer an email for customer service solutions several times. Customers love the ease of use and convenience. It’s not just convenient for the customers either. It also makes it easier for the agents to handle more outreach in a shorter duration. Overall, it’s a win-win solution. But it must be done right. This blog will discuss some things that your email should contain when communicating with customers.

A greeting

When replying to a customer, always start with a greeting. Something as simple as hello [insert name] or greetings [insert name] is sufficient. You can add extra warmth by saying, “thank you for reaching out to us.”

Their name

As you can see in the point mentioned above, it’s important to use the customer’s name. Always include it in the greeting. You can also use it in other portions of your email text where appropriate. It makes the email feel more personable.


You should always show that you care about your customers. If the customer emails with a complaint, you can show your concern by following up your greeting with something like, “I’m sorry to hear that” or “I completely understand how frustrating that would be” before moving into a resolution.

An answer

Customers want fast answers. That’s why it’s essential to respond to customers quickly with a thoughtful answer. Make sure you know how to address their concern or question with clarity.

A closing

Your closing shouldn’t be a simple goodbye. If you didn’t already say it in the greeting, you should tell them that you appreciate them reaching out to you. Thank them for connecting with you, and ask if there is anything else you can do for them. Don’t assume that this is the end of the conversation. Also, let the customer know if they need anything else that you’re there to help them. You can also add something like “I hope the rest of your day goes well” and say goodbye. If you have a survey that you’d like to prompt them to take afterward, ask this during your closing and provide instruction on how to access it.

As you can see, there are some main points that need to be included in every email. Make sure your customer feels heard, show them compassion, and it can keep them coming back.