Support Examples

Hi [customer name], Thanks so much for emailing about this—I’m sorry to hear that you were caught off guard by our billing. I can totally get how it can be frustrating to receive a charge that you weren’t expecting, especially when you’ve just started to use our tool. Could you share a bit more information with me so that we can get to the bottom of this? For example, would you mind sending me the username associated with your account along with the date that you received the charge? Using that, I can take a look at our system and see how we can get this fixed for you. Thank you, [customer support]
Hi [customer name], I can definitely see how this would be frustrating for you—I apologize that I misunderstood the trouble you were running into when you first emailed in. It seems like the issue that you are having is actually [X], rather than [Y] like I originally thought. I know that having to go through multiple troubleshooting steps and not having any of them work can be a real pain, especially when you have more important things to be doing.” Lastly, let them know that you have been looking into the issue and that you think it should be resolved: “That being said, I think we might have gotten to the bottom of this. Thank you, [customer support]
I noticed that you left a review on your interaction with me that mentioned that the solution I’d offered didn’t work for you, so I wanted to reach out and see if we could get it fixed. I know that you didn’t respond directly to my email and left a review instead. If you’ve decided that you don’t want to work through this any further, I totally understand. If that’s the case, please just ignore this email. Otherwise, could you let me know what steps didn’t work as expected? Once I have a bit more information, I’m happy to help get everything resolved for you. Thank you, [customer support]
Dear [First name], I’m so sorry your order hasn’t arrived. I know how frustrating this must be. We certainly didn’t intend to add to your holiday stress. I’ve tracked the package via [carrier], and it’s currently listed as “[status].” If you’d like to check on its progress, here’s the link you can use: [link] Please contact me directly if your order hasn’t arrived within [time frame]. In the meantime, I will do everything I can to locate your package. Once again, [First name], I sincerely apologize for the inconvenience. Sincerely, [Agent first name]
Dear [First name], I’m so sorry we mixed up your order. I know a mistake like this can be very upsetting, especially at this time of year. I’ve double-checked your original order, and the correct items should arrive tomorrow via [carrier] (tracking number [#]). If you’d like to track the package, here’s the link you can use: [link]. I’ll follow up with you tomorrow to make sure you received the correct items. If you have any questions in the meantime, feel free to contact me directly. We do have one small favor to ask. Could you please return the unwanted items within the next [#] days? There should be an adhesive prepaid return label inside the box. If not, just click this link, print the form, and attach it to the box. You can drop the box off at any [carrier] location (click here to find the one nearest you). Once again, [First name], I sincerely apologize for the inconvenience. Sincerely, [Agent first name]
Dear [First name], I’m sorry you had such an unpleasant encounter with one of our associates earlier today. We try to make our customers’ shopping experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short. I’ve forwarded your complaint to the [location] store management team as well as our corporate customer experience team. We will do everything we can to make sure this doesn’t happen again. We’d also like to make it up to you by offering a [#]% discount on your next purchase in-store or online. Here’s a link to the coupon code, which you can print for in-store use: [link]. Once again, [First name], I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us. Sincerely, [Agent first name]
Dear [First name], I’m so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur. Here is the section of our return policy that addresses your original question about electronic product returns. [Screen capture] You can find our complete return policy here: [link]. Please feel free to reply to this email or call my direct line with any additional questions you might have. Also, I’ve made our corporate customer experience team aware of this issue so they can address any underlying problems and ensure our customers always have the right information. Once again, [First name], I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us. Sincerely, [Agent first name]
Dear [First name], I’m so sorry for the delay in getting back to you. I understand your frustration. Your email needed and deserved a timely response. As you requested, I’ve updated your payment settings and alerted our website team to the problem you’re having with your account management page. Please contact me directly if you experience any further problems on the site. For inconveniencing you not once, but twice, we’d like to offer you a [#]% discount on your next purchase in-store or online. Here’s a link to the coupon code, which you can print for in-store use: [link]. Once again, [First name], I apologize for the inconvenience. We will continue to do everything we can to speed up and improve our customer service delivery. Sincerely, [Agent first name]
Hi [name], Thanks for reaching out. I’m so sorry, I definitely understand your concern and I’m escalating your issue so that someone can take a closer look at what’s going on right away. Please standby and one of my teammates will get back to you with more details ASAP. Best, [agent name]
[Customer], I am so sorry to hear that you have had such a poor experience that you no longer want to work with us. Customer satisfaction is always the number one priority for us. I'm deeply sorry that that wasn't clearly demonstrated to you. As much as I hate to see you go, I completely understand how upset you must feel. I apologize again for any trouble we may have caused you. Good luck with your business, and I wish you all the best. Let me know if you have any more questions, comments, or concerns. Best, [Your name]
Hi [customer's first name]! Just wanted to check in to see if this issue has been resolved. Are you still having trouble with [short version of the issue]? If you are, let me know and I'll make sure it gets taken care of right away. If not, great! Just let me know and I'll close out this ticket so I can stop pestering you with emails. Thanks very much! [your name]
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HelpNinja