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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


Hi [Name],

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. We’re prioritizing your request, and I will make sure this issue is resolved over the weekend. You will get notified immediately once it’s 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]

Proactive follow up email 


Hi [Name],

Hope you’re doing well. I just wanted to check in with you regarding the issue you had the other day with [details of the issue]. Was it resolved? Do you need any additional help? Please let me know – I’d be happy to assist you in any case.

Have a great day,
[YOUR SIGNATURE]

Follow up email after a positive service experience


Hi [Name],

You are most welcome. I’m 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 – we are just an email away and will always be happy to assist you.

Regards,
[YOUR SIGNATURE]

Follow up email after a negative service experience


Hi [Name],

I’m sorry again about the less than stellar experience you had the other day with our customer support team. I just wanted to reach out and let you know that we’ve decided to put our entire customer support team through additional training to ensure situations like that won’t happen again.

In the meantime, if you have any questions, concerns, or feedback, or if there’s anything else we can do to help, please don’t hesitate to let me know.

Thanks,
[YOUR SIGNATURE]

Encouraging self-service follow up email


Name,

I’m 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. There’s one article that covers your issue in depth [insert link].

If you have any other questions, or if there’s anything we can do to make your experience with us more enjoyable, please let us know.

Thanks,
[YOUR SIGNATURE]

Follow up email after no response


Hi [Name],

I’m checking in about your case with us regarding [case topic] one last time. It’s been [number of days] days since we’ve 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 – we’ll be happy to help.

Thanks again for working with us!
[YOUR SIGNATURE]

Support ticket closure follow up email


Hi [Name],

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 ‘reply’ and we’ll get back to you shortly.

Regards,
[YOUR SIGNATURE]

Asking for feedback follow up email


Hi [Name],

We’re reaching out regarding your recent issue with [details of the issue] that was resolved on [date]. To help us serve you better, we’d love to hear about your experience with our support team.

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 there’s anything else we can do for you in the future – please don’t hesitate to reach back out again.

Thanks,
[YOUR SIGNATURE]

Survey invitation follow up email


Hi [Name],

You recently reached out to us regarding [details of the issue] which was resolved on [date]. We would love to hear about your experience with our customer service.

Can you please take a moment to respond to this quick survey? It’ll 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]

 Follow up email after a company-wide issue


[Name],

As you may already be aware, earlier this week some of our customers have encountered an issue with [product/service/ feature, etc.] Our engineering team was able to resolve it approximately 2 hours after the initial report. We’d like to apologize once again for any inconvenience this may have caused.

To ensure this doesn’t happen again we’re 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 we’ll 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, we’re here to help.

Sincerely,
[YOUR SIGNATURE]

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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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