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Customer service follow up email templates

Customer service is a critical part of any successful business, regardless of the industry it is in. However, excellent customer service and support aren’t just about answering customers’ 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 customer’s 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

  • 62% of companies do not respond to customer service emails.
  • 90% of companies do not acknowledge or inform the customer that an email has been received.
  • 97% of companies do not send a follow up email to customers to see if they are satisfied with the response.
customer service follow-up email Bria
A customer service follow up email from Bria

The power of customer service follow up email templates

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. Follow up emails that are  sent right after a customer service interaction can:  

  • Delight customers by showcasing that you care and are dedicated to ensuring their continued satisfaction.
  • Improve the overall customer service experience.
  • Re-engage customers and encourage further communication by offering proactive support.
  • Promote your self-service options and direct customers to helpful resources.
  • Showcase valuable customer insights from their feedback.

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10 customer service follow up email templates

Whether it’s 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 – use them as a prompt when crafting your own customer follow up messages.

An update on the issue follow up email

Proactive follow up email 

Follow up email after a positive service experience

Follow up email after a negative service experience

Encouraging self-service follow up email

Follow up email after no response

Support ticket closure follow up email

Asking for feedback follow up email

Survey invitation follow up email

 Follow up email after a company-wide issue

Customer follow-up emails – Frequently asked questions

Why is follow-up important in customer service?

When you respond to a customer inquiry, you should follow up to check on the status of the problem. With a follow-up, you can ensure that the problem is resolved correctly.

What should I write in a follow-up email?

A follow-up email is one sent to someone who has asked you a question (or for whom you have provided some service) asking if there is anything else you can do. This kind of email often expands the scope of work that is offered by your company or offers additional products or services to the customer. A follow-up email should be sent to customers who have made a purchase or had some sort of interaction with your company.

How do you follow up on a customer complaint?

You can follow up on a customer complaint by asking for feedback on how well the issue was resolved and by offering to try to fix the issue if the customer so desires.

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