Every time a customer submits a ticket about the use of one of your products or services, your staff has to answer and lose valuable time that could be spent on other tasks. However, it doesn’t have to be like that. Why?
Not all product queries are so complex that they require the attention of a customer service agent. A substantial number of issues can be resolved by existing users if an organization has a customer portal in place.
A customer portal is a self-service platform that allows customers to share information, look for solutions to their problems at any time, and place queries independently. It offers customers access to a website on which they can open create threads, update their contact information, consult a knowledge base, download resources, browse through historical posts, or share knowledge with other users.
However, once you build this portal you have to promote it amongst your customers, lead them through the process of creating a customer portal account, and, finally, encourage clients to become active users.
Sending carefully crafted email communication is the most effective way to:
Using customer portal email templates will help you reach your customers and convince them to join the customer portal that you have built for them. This article gathers examples of different types of messages from each stage of effective customer service communication, topped off with powerful customer service email subject line examples.
An email template is an HTML-formatted email that you can use to create your own message by changing the proposed content with your own. SendPulse offers more than 130 free templates that are ready to use.
An email template allows you to create email campaigns by replacing images, text, fonts, and other elements. The email template gallery in SendPulse is divided into thematic sections, so you can find a template that works best for you.
Instead of creating an email template from scratch, you can easily upload your own images, change the text, and select new relevant content for your subscribers. You don’t have to waste time designing and figuring out what format works best.
Every time you create a new email template from scratch you should check it for errors. There’s always a risk of leaving out important sections or making formatting mistakes. Using a template ensures that your email looks exactly the same as the preview.
Short verification email template 1
Short verification email template 2
Short verification email template 3
Verification email template emphasizing the value
Verification email template with a confirmation link
A simple welcome email template
Welcome email template with a call to action
Informative welcome email template
Short confirmation email template
Thank you for completing registration confirmation email template
“We look forward…” confirmation email template
Confirmation email template with links to resources
Password reset email template 1
Password reset email template 2
Password reset email template 3
Password reset email template 4
Feedback email template 1
Feedback email template 2
Feedback email template 3
Feedback email template 4
Invitation email template 1
Invitation email template 2
Invitation email template 3
The most useful metrics for monitoring a newsletter’s success rate are the delivery rates, open rates, click-through rates, and bounce rates.
Typically good results are:
However, these rates and benchmarks may vary from industry to industry. The most important elements that influence these results are a campaign’s data quality and content value.
A plain text email contains text without any formatting. It also enables you to embed simple visuals or GIFs into the email copy. An HTML email can contains images, font colors, and other text formatting options. The right email format depends on your email marketing strategy, branding, and style guide.
If you are sending out a short email like a verification email or a password reset email, you can stick to a plain text version. However, emails that are aimed to encourage a recipient to take some action, like an invitation email or feedback email, might make the message more appealing by being sent in an HTML format.
It really depends on the type of email you send. It’s best to send verification emails right after a user takes an action, so they can continue the process that requires verification. For example, when a user creates an account using their email address, they should receive a verification email right away, be able to confirm their email, and take the next steps.
The same applies to welcome emails and confirmation emails, which should be sent immediately after a user creates a customer portal account and successfully verifies it so that they can continue the signup process and access the portal as soon as possible.
A reset password email is no different. You must send a password reset email immediately after a customer portal user makes the request, or, asks you for help with setting up a new password. If a user has to wait more than a few seconds for a password reset email, they may give up and be left without access to the customer portal.
When it comes to a feedback email, it really depends on how customers use your customer portal. However, don’t wait for too long before asking them for their opinion. Sending this email up to 10 days after a customer started using the customer portal is a good idea.
The rule is pretty much the same when you want to send an invitation email. Ideally, you should send the email a few days (or weeks, depending on the complexity of your product/service) after a customer starts using your product/service. Lead them through the onboarding process first, let them get to know your product and absorb all of the available data, and then inform them about the possibility of joining the customer portal.
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