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7 Customer Service Email Templates for Every eCommerce Scenario

Customer service email templates

Email is still considered one of the most preferred channels to communicate effectively with customers and deliver excellent customer service. Not all but many support agents have to handle a wide range of customer queries via email every single day. Thus it becomes difficult to handcraft each email from scratch but still keep the response time short. 

Using customer service email templates, you agents can save a lot of time and effort to provide a consistent customer experience. This ensures customers receive quick and helpful responses whenever they contact the support team and whoever agent they talk to. In this article, we’ve compiled 7 customer service templates covering a variety of business scenarios that you can copy and tailor as needed. 

Benefits of using customer service email templates

It is undoubted that email templates give out many benefits for businesses, especially the support team. Customer service email templates make the agent’s daily job easier, less stressful, and more effective. 

1. Save time and increase the agent’s efficiency

Using email templates helps your support team to cut response time significantly. The agents only need to modify the template and send it right to customers, no need to create a new one for each customer query. As a result, agents can handle more tickets in less time, increasing their efficiency. 

2. Minimize the human errors 

Agents may commit errors such as typos, grammar, misinterpretation, or miscommunication due to the time pressure of replying to multiple consumers quickly. With pre-made customer service email templates, they can reduce human error and the chance of delivering inaccurate messages that confuse or displease customers. 

3. Maintain consistent and professional responses

The uniform email templates ensure that all support agents are on the same page while the brand voice remains professional in every support conversation. This way, customers can get a consistent and satisfying support experience every time they contact your brand.  

Tips on how to write customer service email 

Greet customers by their name 

Greet customers by their name

A personal greeting is the first step in writing a good email. To personalize your email and make the customer feel like you are actually dealing with their specific issue rather than sending a robotic message, you should address consumers by their names. 

Using a customer support tool that has the customer profile integrated into the chat dashboard allows you to quickly acquire the customer’s name or other basic information to approach them with a personal touch.

Understand customer issues thoroughly 

Before sending a response, read the customer queries carefully and try to grasp the problem they’re facing. If you still have questions, just ask customers for further information. After all, you don’t want to send responses that are misleading or based on insufficient data.

An effective way to understand the customer issues context is to view the conversation history. Conversation history enables you to have a quick look at the previous communication with customers, see what occurred before and come up with a fast resolution. Based on the chat log,  you also find the appropriate tone and personalize your email response by including the background information. 

With NestDesk – an omnichannel customer service software, you can easily view previous chats of customers on one screen. It stores every customer message with your brand in a clear and organized manner. 

NestDesk customer service tool

Sympathize with customer’s situation

If you want to offer excellent service via email, you need to take a step back and put yourself in your customer’s shoes. Customers are not always right but you should always address their situation dedicatedly. 

Customers want to feel that the brand cares about their experience and is trying to help them solve their issues. That’s why, although you may always try to be efficient with email, make sure you convey your empathy in the response. Not only telling customers that ‘I understand how you feel’ when they complain about something, but you should also calm them down and give an actionable solution. 

When a customer lashes out at you, it might be not easy to keep your emotions under control. Remind yourself that customers are frustrated with the product or service, not with you in these situations. So just take a step back and reply in a neutral tone.

7 customer service email templates for your business  

Below are 7 customer service email templates that you can use for common support cases. Feel free to copy and customize these templates to match your own business. 

Keep in mind that any words included in brackets are placeholder text you can replace with what is correct with your business. And add a link over the text if you see the symbol { }

Template #1: Response to a customer complaint 

Hi [customer first name],

Thank you for getting in touch with us. We are sorry to hear that you have had a poor experience with [the issue].

We completely understand your frustration with [the issue] and we’re eager to make things right for you. Our team is reviewing the situation to determine how we can provide you with the best possible solution.

Please bear with us, and we will be in touch as soon as possible to resolve your concern.

Best wishes,

[agent name]

Template #2: Request customer feedback post-purchase

Hi [customer name],

Thank you for your purchase. Your order will be arrived by now and we hope everything went well. Please let us know if you have any questions or concerns. 

Btw, we would like to ask you for a small favor. Would you mind sharing your opinion of your purchasing experience by filling out {this survey}? 

Your honest feedback helps us improve and learn where we can do better.

Thanks for your time and have a nice day,

[Your name]

Template #3: Refund to customers 

Hi [Customer first name],

Thank you for getting in touch. Customer satisfaction is our top priority and we are very sorry to hear that we didn’t meet your expectations in this regard. We apologize for the problems you’ve encountered with our [Product/Service] and have arranged for a [refund] to be applied to your account.

We truly hope you’ll do business again with us in the future, and let us show you a good customer experience. 

Best wishes,

[Your name]

Template #4: Response to positive customer feedback

Hello <Customer name>,

Thank you so much for your nice feedback!

We’re delighted to hear that you have a good experience with [Product/Service]. Your valuable feedback is really helpful and motivates us to improve our [Product/Service] quality better. 

Please let us know if you have any questions or constructive feedback on how we can do better. 

Once again, thank you for your kind words.

All the best, 

<Company> Support

Template #5: Cart abandonment notification 

Hey <customer name>,

Thank you for visiting [Your website]. It’s good to see that you added some items to your cart: 

[abandoned cart items]

We just want to make sure that you don’t get any issues with viewing pricing or product information or the payment. In case you were interrupted or pulled away, it’s not too late to buy!

{Abandoned Cart Link}

If you have any questions or need assistance, please reply to this email. We’ll be happy to help you right away.


<Company> support

Template #6: Out-of-office email 

Hi [Customer Name],

Due to [reason] our team will be out of the office from [time] to [time]. 

As our team is not around to help you right away during that time, you might find a temporary solution to your problem in our {Help Center/Resources}

If you have any questions or concerns, feel free to let us know. Thank you for your patience. We’ll be in touch with you soon!

Best regards, 

[Company name] support

Template #7: Auto-response email template 

Hi [Your Name],

Thanks for contacting [Your company]!

This automatic reply is just to let you know we received your request and we’ll get back to you with a response as quickly as possible. During [Business Hours] we usually reply within a couple of hours, evenings and weekends may take us a little bit longer.

While you wait, you are welcome to take a look at our Frequently Asked Questions or browse through our {Knowledge base} where you can find lots of guidance on [Product/Service].

Or, if your request is urgent, feel free to hit a call at [Number] or start a live chat with our support team. We will get back to you as soon as possible!

Best Regards,

[Your Name]

Craft your own engaging customer service email template

With customer service email templates, your support agents can reduce the response time, increase productivity significantly and deliver a better customer experience. Let’s start providing personalized responses, and connect with more customers in less time without needing to write every email from scratch. You can copy 7 email templates above and tailor them to be relevant to your brand. 

Using NestDesk – an omnichannel customer service software to create, save, and use your template responses to deliver the best support experience in real time. Try it now for free! 

NestDesk customer service tool


Meet our Author


Author at NestScale

Rachel is a Saas marketer writing about technology, digital transformation, and solutions for eCommerce businesses. When not writing, she enjoys traveling, watching TV shows, and cooking new recipes.


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