Customer service is a critical part of any successful business, regardless of the industry it is in. However, excellent customer service and support arenโt just about answering customersโ questions or resolving their issues and moving on. You need to ensure the customer remains satisfied and happy with the resolution, so consistent follow ups are key. Yet, for many companies, customer service stops once a customerโs request has been handled. Even though following up is a fairly simple task, it is often neglected. In fact, according to the latest SuperOffice Customer Service Benchmark Report:ย
Customer follow up emails can have a major impact on customer experience. This is something that small businesses often understand and use to their advantage, but larger organizations tend to forget. With the right customer service email software, creating and sending follow up emails right after a customer service interaction becomes seamless and efficient. These emails can:
Design your own templates
LiveAgent gives you the power to design your own customer email templates, thus helping you improve customer service. Curious about all the opportunities?
Whether itโs updating customers on the status of their requests, asking for feedback, or offering proactive help after a resolution, follow ups should not be underestimated by your customer service team. Here are 10 customer service follow up email templates that cover various parts of the customer follow up process โ use them as a prompt when crafting your own customer follow up messages.
I wanted to update you about the status of your issue before the weekend.
It is still in progress and is being worked on by our technical support team. Weโre prioritizing your request, and I will make sure this issue is resolved over the weekend. You will get notified immediately once itโs done.
You can also track the status of your request any time by logging in to your [Brand] account and clicking on the Requests tab.
Thanks for your patience!
Have a great weekend,
[YOUR SIGNATURE]
Have a great day,
[YOUR SIGNATURE]
You are most welcome. Iโm glad that out of hundreds of customers we send emails to every day, someone appreciates the effort we put into trying to provide the highest quality of customer service.
Customers like you are the reason we strive to do the best at our jobs. Please feel free to reach out again if you have any questions, issues, or concerns โ we are just an email away and will always be happy to assist you.
Regards,
[YOUR SIGNATURE]
In the meantime, if you have any questions, concerns, or feedback, or if thereโs anything else we can do to help, please donโt hesitate to let me know.
Thanks,
[YOUR SIGNATURE]
Iโm glad we were able to resolve [issue]. By the way, you can read more about managing [your account/ payment options/ settings, etc.] in our Help Center. Thereโs one article that covers your issue in depth [insert link].
If you have any other questions, or if thereโs anything we can do to make your experience with us more enjoyable, please let us know.
Thanks,
[YOUR SIGNATURE]
Iโm checking in about your case with us regarding [case topic] one last time. Itโs been [number of days] days since weโve heard from you, so I wanted to reach out and let you know we are going to close this ticket.
Please feel free to reopen this ticket or open a new one if you need any further assistance โ weโll be happy to help.
Thanks again for working with us!
[YOUR SIGNATURE]
Thank you for contacting us about [details of the issue]. Our records show that your issue has been resolved, so your ticket will be automatically closed in 3 days.
If you still need our help or have any more questions, just hit โreplyโ and weโll get back to you shortly.
Regards,
[YOUR SIGNATURE]
On a scale of 1 to 5, how easy was it to get your issue resolved?
1 = Extremely difficult
2 = Very difficult
3 = Neither
4 = Very easy
5 = Extremely easy
We appreciate your feedback. And as always, if thereโs anything else we can do for you in the future โ please donโt hesitate to reach back out again.
Thanks,
[YOUR SIGNATURE]
Can you please take a moment to respond to this quick survey? Itโll take you less than 60 seconds to answer! Thank you so much, your feedback will help us assist you better in the future.
[Link to Survey]
Thanks again,
[YOUR SIGNATURE]
To ensure this doesnโt happen again weโre working on multiple improvements to our [product/ service/ feature/ operations, etc.]. In this blog post, we published a full explanation of what went wrong, what we did to recover, and what weโll do to prevent this from happening in the future: link to a blog post.
Thank you for your patience and understanding. And as always, if you have any questions or come across any issues, please let us know, weโre here to help.
Sincerely,
[YOUR SIGNATURE]
Looking to take your customer service to the next level?
LiveAgent's customer service follow-up templates provide a comprehensive and easy-to-use solution for reaching out to customers after their interactions with your business.
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