The solution to any customer problems should be immediate. It’s also important to simply keep in touch with them in many situations, from simply thanking them for signing up to providing important information about discounts or products.

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1 . The Four-Step Approach to Writing Letters

2. 10 Tips for Writing Informative Customer Service Emails

These tasks are also solved by e-mail. In addition, with its help, you can build relationships with your target audience and maintain them throughout the interaction.

Here are 10 tips for writing informative customer service emails.

The Four-Step Approach to Writing Letters

There is a way to write quality emails that will help both you and your clients. It has 4 stages.

1 . Brevity and clarity

Don’t create huge canvases. Letters should consist of several lines, neatly divided into paragraphs. An email is the face of your company.

It must be written correctly, clearly, and concisely. Use proven digital services to write them, for example, you can always get the help of Essay Writer Pro.  It will save time and create compelling content.

2. Building trust

To build trust, it is enough, to tell the truth. Do not try to deceive customers, it will be very expensive when everything is revealed. If you take information from third-party sources, then find the most reliable of them and double-check the authenticity of the data. Try to give maximum benefit and not talk about the obvious things. Avoid mistakes in the text, this is also important when building trust.

3. Detailed answer

Answer every question asked by the client and any that may come up afterward. Detail each response to minimize the need for resubmission.

4. Correct tone

The entire letter should be permeated with gratitude for the fact that the client just wrote to you. Even if he is angry or writes a hundred times a day, be friendly and patient. Never get rude.

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10 Tips for Writing Informative Customer Service Emails

A well-written informative letter allows you to build the right relationship with each client. But you cannot achieve a good result without a strategy. To do this, use the following 10 tips.

No. 1. Use custom language

Today, users of any age use slang expressions, lightweight text turns, and emoticons in their speech. You should also use them when writing letters. This will help make communication more natural and simple.

If you want to insert professional terms, you should describe them in a more understandable language.

Personalization will also help to switch to a custom language. Address customers by name and find the best way to address them. This will take some trial and error, but it’s worth it. Start with a simple “Hello Sam, our dear friend!” and keep looking for something that will resonate.

If you have a helpdesk, be sure to ask each employee to follow this email writing model. 

No. 2. Prepare templates ahead of time

Using ready-made templates will allow you to:

  • Save the client’s time waiting for a response;
  • Save you time writing a letter;
  • Make a single response model for all technical support employees;
  • Minimize grammatical and spelling errors;
  • Increase the speed of writing letters and sending them.

Templates are a great opportunity to make your customer support much more efficient.

No. 3. Sympathize and empathize

Be sure to listen to users and listen to them. Don’t just say “We’re sorry!” at the beginning of the letter, be more convincing in your empathy.

No. 4. Ask for forgiveness if you’re wrong

Be sure to ask for forgiveness if the person reported having a problem. When responding to such a letter, be sure to duplicate the problem, apologize and do everything possible to fix it and smooth out the negative experience of the client.

No. 5. Solve the problem here and now

Never put off solving a problem until later. It must be resolved at once. The client will not contact your company if you do not restore his trust, and a high response time is a great opportunity to achieve this.

No. 6. Work for speed and quality

The user experience should be fast and high quality. Use every opportunity to achieve these goals. Do not allow at least one message to be sent out of time and deviate from the main style. It is best when each employee writes in the same manner, and checks what is written before sending.

No. 7. Don’t take it personally

Sometimes clients dump all the accumulated anger during the day on one of the technical support employees. If you receive a letter describing an unreasonable problem or written in rude terms, do not take it to heart.

Warn your employees about this. The main thing is not to send a formidable response to the user. Remember to empathize, even in this situation.

No. 8. Give the client what he asks for

Even if there are 5 requests and 5 more questions in one letter from the client, answer each of them, no matter how difficult it is. Sometimes it’s easier to call the user, but in such circumstances, there will be too much information and either the conversation will be endless, or the client will not remember all the answers. Reread your text before hitting the “Submit” button and make sure you answer each request.

No. 9. Establish close contact and follow

Be sure to remind your customers about yourself, even if they have no problems and questions, and you have seasonal sales and discounts. Write light text on any topic related to the client.

For example, you know that your client works on a Monday-Friday schedule. Send him a simple human wish: “Have a nice weekend!” on the last working day. This will strengthen your relationship, possibly lead to customer referrals, and allow you to remind yourself.

No. 10. Write down how long it will take

If the request requires some time to be resolved, be sure to provide truthful information. Do not underestimate the time spent in order to show a high reaction rate. Tell the truth, even if it takes hours to resolve the issue.


We’ve broken down 10 simple tips for writing informative customer service emails, as well as four steps for writing them. Use them for your strategy.

You won’t succeed without mistakes, but the more you improve your letters, the stronger your relationship with the audience will be.


Eliza Medley is an experienced writer and psychologist. She is actively interested in management, new technologies, and writing motivational articles. And also trying to go with time with modern trends. Inspires people with her work to learn new things and reach new heights. You can find her at


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