Run surveys. Get insights. Unlock growth.
10-day free trial of paid features
Set up in minutes
No credit card required
Sign Up Free

It can be tough to provide great customer service via email. You only have a limited amount of space to work with, and you don't want to sound too impersonal and robotic.

But with the right email templates, you can boost customer satisfaction and even turn an unhappy customer into a loyal customer.

Here are our picks for the best customer service email templates.

Feel free to use them 🙌🏻

Table of contents

How to write engaging customer service emails?

There are a few things to keep in mind before writing customer service emails and clicking the Send button. They can make a big difference in how your email will be perceived. 

#1 Stay calm

Don’t get carried away with emotions. Dealing with angry customers or customers who aren't satisfied is challenging. But you still should show your empathy and try to understand the situation from their perspective.

#2 Keep it short and sweet

Your customers are busy. They don't want to read a novel when they email you with a question or concern. Get to the point quickly and provide all the relevant information upfront.

#3 Take responsibility

If something goes wrong, it's your responsibility to make it right. Don't try to pass the buck or make excuses. Customers can see through that, and it will only make them even more upset.

#4 Show appreciation

When a customer takes the time to reach out to you, they're giving you an opportunity to improve their experience. Be grateful for it and let them know you are. A little appreciation can go a long way.

#5 Follow up

Do what you say you'll do. Whether it's sending additional information or following up after a phone call, make sure you keep your word. And if for some reason you can't, let them know as soon as possible.

Template 1: Welcome email

Subject line: ​​[Name] here, nice to meet you

Hi [name]!

It's great to have you here! 

Whenever you need assistance, feel free to reach out to us. We're always happy to answer any questions or concerns you might have. 

For more information about our products and services, explore our website and the FAQ section. 

Thank you for choosing us. We hope you have a positive experience!

Let's begin our journey together!

[customer service team]

⭐️Extra tip: Include a link to the external knowledge base in your customers’ emails. Thanks to that, you can minimize the number of unnecessary inquiries, allowing your customers to resolve their issues without contacting customer service. 

Template 2: Initial response 

Subject line: We're sorry to hear about your bad experience

Hello [name],

Thank you for bringing this to our attention. We're sorry to hear that you had such an experience. We want to make it right.

We believe that every customer is important and deserves our best effort. That's why we're reaching out to you.

Please let us know if there's anything else we can do.

Thank you for your time,

[customer service team]

Template 3: Satisfaction with customer service

Subject line: Got 30 seconds? [5-click survey ⚡️]

Hi [name]!

We're just reaching out to see how you found your experience with our customer service.

Whether it was good, bad, or anywhere in between, we want to know so that we can continue to improve.

Please fill out this quick survey so that we can better serve you in the future.

➡️Interact with Survicate customer satisfaction (CSAT) survey 


[customer service team]

⭐️Extra tip: Give your customer the option of filling out the survey directly in their email inbox. Survicate makes it easy to create and send email surveys that people love to complete. And they’re super simple to implement. Sign up for free.

Template 4: Cart abandonment

Subject line: Don’t leave these items alone 🥺

Hi [name]!

We noticed you abandoned your cart, and we wanted to make sure you're okay. Is there anything we can help you with? 

If not, we hope you come back and finish your purchase soon. We'll be here waiting for you.

Until then, be sure to check out our other items. Who knows, you might find something else you like!

[customer service teams]

Template 5: The issue

Subject line: Let's get this sorted out 🔧

Hi [name],

Even though we can’t undo what happened, we want to do everything we can to make it right. 

We're truly sorry for the inconvenience and would like to offer you a [e.g., full refund for your order]

Please let us know if there is anything else we can do.

Best regards,

[customer service team]

⭐️Extra tip: As you can see, some of our customer service email templates include emojis in the subject line. You should, however, use them with caution. Only use one emoji at a time, and add them to supplement a word, not replace it. 

Template 6: Account or subscription 

Subject line: Can we help you with your subscription?

Hey [name]!

We hope you're enjoying your subscription to our service. If you have any questions or need help with anything, we're here for you.

Just shoot us an email at, and we'll be happy to help.

Thanks for being a part of our community!

[customer service team]

Template 7: Request for customer feedback

Subject line: You have good taste

Hi [name], 

Thank you for your purchase.

Improving customer service so that you always feel satisfied is our top priority.

If you have any suggestions or feedback on how we could improve our services, please let us know.

➡️Interact with Survicate post-purchase survey template 

Your feedback means so much to us!

Thank you so much. 

[customer service team]

Template 8: Compliment or positive feedback

Hi [customer name]!

We just wanted to let you know how much we appreciate your support.

Your feedback means the world to us and has been invaluable in helping us improve our products and services.

Thank you for taking the time to provide us with your input! We look forward to receiving further feedback from you.


[your company name]

Template 9: Customer complaint

Subject line: Ouch, that hurt

Hi [name],

We read the review of your company on [review site], and we’re sorry to hear that you had a bad experience. We want to make it right.

We believe that every customer is important and deserves our best effort. That's why we're reaching out to you.

Can we schedule a call so we can discuss what happened and how we can improve? We would also like to offer you a free month of service as an apology for the inconvenience.

Please let us know if there is anything else we can do to make this right.

Thank you for your time,

[customer service team]

Subject line inspiration source: WordStream

⭐️Extra tip: Make sure the subject line is catchy and explains what you're writing about. Be descriptive, keep it short, and limit punctuation so as not to look spammy. 

Template 10: Technical support requests

Subject line: Thank you for your support request

Hello [name],

Thank you for contacting our technical support team.

We will do our best to resolve your issue as soon as possible.

If there is anything else we can assist you with in the meantime, please let us know.

Thank you for your patience,

[customer support team]

Template 11: Review/survey email request

Subject line: Can we ask for a quick favor?

Hello [name],

We hope you're doing well.

We were wondering if we could ask for a quick favor. We would really appreciate it if you could take a few minutes to fill out a short survey about your experience with our product/service.

Your feedback is extremely important to us, and we use it to become better for you.

Thank you for your time and feedback.

[Your good customer service team]

Template 12: Follow-up email template

Subject line: Just wanted to check in…

Hello [name]!

I just wanted to reach out and see how you're doing.

I hope things are going well and you're enjoying our product/service. If you have any questions or need any help, don't hesitate to reach out to us.

We're always happy to help.


[customer service rep name]

⭐️Extra tip: A personalized approach is key to foster stronger customer relationships. By adding the customer's name in the subject line or in the opening sentence, you can make sure that your message will not be treated as spam.

Template 13: Refund status

Subject line: Your refund is on the way 

Hi [name],

I just wanted to update you on the status of your refund request. I can see that it has been processed, and you should receive the funds within [5-7 business days].

If you have any other questions or need any further assistance, please let us know. We're always happy to help.

You can find our refund policy [here].

Thank you for your patience,

[customer service rep name]

Template 14: Angry customer

Subject line: We're sorry for the inconvenience

Dear [name],

We're sorry for the inconvenience you experienced. Our team is dedicated to providing the best possible service, and we'll do everything we can to resolve your issue as quickly as possible.

Please rest assured that we're taking this matter seriously.

Thank you for your patience and understanding.


[customer service team]

⭐️Extra tip:  In certain situations, you should be careful how you handle the customer service email template and use the words cautiously to not to make the customer even more frustrated. Express your concern for the issue using formal language.

Template 15: Discount request

Subject line: We've got a little something extra for you 🤫

Hi [name],

We noticed that you hadn't used our service in a while, and we wanted to give you a little something extra.

For a limited time, we're offering a [e.g., 20% discount on all of our plans].

We hope that you will give us another try.

If you have any questions, please don't hesitate to reach out to us. We're always happy to help.

Thank you,

[customer service team]

Template 16: When things just don’t go well

Subject line: It's our fault

Hey [name],

We're sorry. We messed up.

It's not supposed to be like this, and we feel terrible that we let you down.

We're doing everything we can to make things right and prevent this from happening again in the future.

We hope you'll accept our sincere apologies and give us another chance.

Thank you,

[customer service reps]

It's time to hit “send”

We believe that these customer service email templates are a great starting point for your own customer service messages.

Of course, every business is different, and you'll need to tailor these templates to your own brand voice and style.

But we hope that these examples give you a good idea of the kind of things you should include in your own customer service emails.

➡️Don’t forget to include the survey in your email. Survicate can be integrated with such tools as e.g. Mailchimp to get even more from customer emails. Sign up for a free Survicate account and embark on a 10-day journey of discovering meaningful customer feedback insights. Don't forget to explore our pricing.

Also, you can foster your decision making by checking our newst ranking of best customer satisfaction tools.