Making a great first impression is key to delivering an excellent customer experience. The format you choose for your email can make or break a customer’s impression of any interaction. Below are some proven ways to provide clear answers to a customer’s questions.
Hi (customer’s name if available),
Thanks for reaching out.
We appreciate you bringing this our attention.
Empathize with the customer and sound like a real person.
Put yourself in their shoes and let them know you care.
Answer the customer’s question or issue:
This is usually combined with the intro and is done in one or two sentences to ensure the customer receives the answer to their question or concern.
Example: Thanks for reaching out. This item is new but has been opened.
Add any extra information in one to two separate paragraphs.
If the customer’s question or concern requires additional information, this can be included in separate paragraphs once the initial answer has been given.
A proper closing is just as important as a proper greeting.
Great closings often look like these:
If you have any further questions please feel free to reach back out.
Have a wonderful/great day!
Note: We encourage Experts not to include their names in the closing for privacy and security reasons.
Below you will find an example of a ticket with a properly formatted response.