Support Examples

Hi [name], Sorry for the delay in response. We encountered an issue earlier today that affected a portion of accounts — and unfortunately yours was one of those affected. We have rectified the underlying problem and you should be up and running again now. No conversations were lost during this time, but please give it a few minutes for them to flow into your inbox. We understand how critical we are in the role of supporting your customers, and will be implementing a host of solutions to ensure that a situation like this does not occur again. If you have any questions, please don’t hesitate to give us a shout. Thanks, [agent]
[Customer], I am so sorry to hear that you were put on hold with a customer support rep for over twenty minutes. That should never have happened, and I completely understand how frustrating this must be for you. I will relay this message to the appropriate rep. We are prioritizing the malfunction you are facing in your software. Our team is jumping on that problem right away, and I will let you know as soon as it's fixed. I appreciate you letting me know about your negative experience. We strive to ensure every customer is satisfied with our business, and I apologize for any way in which we may have inconvenienced you. Let me know if you have any more questions, comments, or concerns. Best, [Your name]
Hey [Customer], Thanks for reaching out! I'd be more than happy to help you. Before we dive in, can you give me a little more context on the situation? When did this issue begin happening? Has it been occurring consistently, or does it happen on and off? Have you tried any solutions on your own? These questions will help me find a more personalized solution to your problem. Thanks, [Your name]
Hi [customer name] Thanks for getting in touch, [feature request] is a great idea, and I’ve passed your recommendation along to our development team. I can update you when I hear back from them. In the meantime, I recommend [alternative solution]. Please let me know if you have other questions or feedback! Sincerely, [your name]
Hi (customer name) So sorry that you’re having trouble with [issue]. I’d be happy to help resolve it and get you back on track. I just need a few more details to get started. Could you send me a few more details? [specific request here] What type of computer are you on? Which operating system version are you using? Were you doing anything in particular when the issue arose? The more information, the better! (it all helps me solve the issue for you faster.) If you have any other questions, please let me know. Looking forward to hearing back from you. Sincerely, [your name]
Hi (customer name) Thanks for getting in touch. We’re aware of this service interruption, and I’m very sorry that it’s causing you problems. I know how frustrating it is to need a [type of product] and not be able to get it. All of our engineers are focused on the problem and hope to have the service back up and running as soon as possible. Would you like me to send you an email letting you know when it’s functional again? Sincerely, [your name]