17+ Customer Service Response Templates and Examples (Free)

Handling customer service queries can be quite a hassle regardless of the scale of the business. This is primarily due to the diverse list of queries that an agent will need to resolve at any given moment. Thus, to simplify the process for your agents, you can use customer service response templates.

These templates can be used for your live chat platform or for service emails. Using customer service response templates, your agents can respond to customers faster. Also, your customer support system is more efficient as a result.

Given how valuable templates are, here are some customer service response examples that you can use for your business.

Customer Service Email Response Templates and Examples

One of the methods of communication that you can use customer service response templates is via email. Regarded as one of the more professional communication mediums, customers and businesses can get or provide assistance via emails. Thus, here are some email response templates that you can use for different situations:

1. To Acknowledge Customer Support Request

Customers often send out an email to ask for some assistance for an issue they are facing. Using the following template, you can acknowledge that you have received their request and are looking into it.

Without Timeframe:

With Timeframe:

2. Apologize for an Issue

When a customer reports an issue, it is not just important to acknowledge the issue but also apologize for the problem they are facing.

3. To Request For More Information

In some cases, you may need more information to fulfill a customer request. Thus, asking for more information will help you solve the issue faster and provide quicker support to a customer.

4. To Escalate Support Ticket

Sometimes the issue a customer is facing can be too complex for a support agent to handle. In those cases, the ticket is escalated to a different team for quicker and better support.

5. To Resolve Customer Issue

It is also important to notify a customer when their issue has been resolved. Here is a template to do just that.

6. To Follow-Up After Support Resolution

It is always important to check in with a customer after you have resolved an issue for them. This is to see if they are still experiencing a problem and need further assistance.

7. For Account-Related Requests

Customers can face some account-related issues, and here are some templates that can help you address the common problems.

Cannot Access Account:

Account Details Changed:

8. For Product or Service-Related Questions

Customers may have some questions regarding products that can be about information or order-specific queries.

Product Availability:

Question About Product or Service:

9. For Order-Related Queries

There can be many questions regarding order as to when it will be delivered, and so on. Here are some templates to address different scenarios.

Order Status:

Order Cancellation:

Order Refund/Return:

Order Replacement Due To Damaged Product:

Wrong Order Delivered:

10. For Subscription-Based Responses

Customers may want to subscribe or unsubscribe to your service, and you should send a response to them about it.

Subscribed To Service:

Subscription Renewal Reminder:

Subscription Cancellation:

Customer Service Live Chat Response Templates and Examples

While we have covered many scenarios for email, handling customer service responses for live chat is a little different. Here are some canned responses for you to use when dealing with customer queries in a live chat platform like REVE Chat. 

11. For General Welcome Messages

It is important to welcome the customer at the start of any chat. Here are a few ways you can do that.

• Hi [Customer Name], my name is [Agent Name]. How can I help you today?
• Hi [Customer Name]! Welcome to [Company Name]. How can we help you today?

12. To Respond to Product-Related Queries

Customers can ask about any product that you are offering. Here is how you can respond to them in a concise manner.

• Product Question: Thank you for your interest in our [product name]. This product has [product details as needed]. Would you like to add it to your cart? Please let us know with your preferences [size, color, etc.]
• Product Available: Yes! The product you asked for is currently available! Would you like to make an order?
• Product Unavailable: Unfortunately, the product you asked for is unavailable. Would you like us to inform you when it is back in stock?

13. For Service-Related Questions

Here are some templates to address service-related questions made by customers.

• Service Question: Thank you for your interest in our [service name]. This service has [service features]. Would you like to subscribe? Please let us know along with any further queries you may have.
• Feature Available: Yes! Our service does have the following feature. You can follow this link for more information: [link].
• Feature Not Available: Unfortunately, we do not offer the feature you asked about. We are adding this to our future list of implementation for our service.

14. For Order-Specific Requests

Just like emails, customers will come to ask you about order status, refund, etc.

• Order Status: Your [order number] has been shipped. Expect to receive the product in [X days]. Do you need any further assistance?
• Order Refund/Cancellation: I am [refunding/cancelling] your [order number]. You will receive the amount in [X] business days. Let us know if we can assist you further!
• Wrong Order Received: We are truly sorry that you received the wrong order. A replacement is being sent over shortly. Is there anything else we can help you with?

15. For Issue Resolution

Customers come to Live Chat to ask to resolve problems that they may be having. Here are some templates for different scenarios.

• Problem Acknowledgement: We are very sorry that you are facing [specific issue]. We are working swiftly to resolve the issue as soon as possible. Thank you for your consideration. Is there anything else we can help you with?
• Issue Fixed: We are happy to inform you that your problem has been resolved! Please check and let us know if you are still experiencing the issue.
• Escalating Issue: To provide you with better service, we are escalating your request to our [department name]. Please wait a moment until a representative contacts you.

16. For Account-Related Issues

Here is how you can address account-related problems for customers.

• Changing Password: I will gladly help you with that! Please follow this [link] to reset your password.
• Cannot Log In: We are sorry you are facing this issue. Could you provide us with more information?
• Billing Issue: We are looking into your [specific billing issue]. One of our sales representatives will be contacting you shortly.

17. To Close Conversations

After completing a conversation, you can send the following messages to close a chat with a customer.

• Thank you for contacting [Company Name]. We hope you have a great day!
• I am glad to be of help. Please reach out if you require further assistance. Have a great day!

Benefits of Using Customer Service Response Templates

By using customer service response templates, you can gain the following benefits:

1. Provide Faster Support to Customers: Using templates, you can provide swifter responses to customers, resulting in quicker issue resolution.
2. More Efficient Customer Service: With templates, providing solutions is faster as a whole and agents spend less time with each customer problem.
3. Better Customer Experience: Customers receive faster support and are more satisfied in general.

Tips to Creating Customer Service Responses

While we have provided many templates for different scenarios, different industries can receive a variety of requests. Thus, to help you to resolve customer queries, here are some tips to respond to customer queries.

Be Friendly Yet Professional

Regardless of communicating via email or live chat, it is important to have a friendly conversation with the customer. However, maintaining the professional boundary is also equally important.

Hence, ensure that you are speaking in a friendly manner, do not use complex language and stay on topic.

Always Mention Your Next Step

When communicating with a customer regarding an issue, always mention what you are trying to do and keep customers updated. This ensures a clear line of communication and reassures a customer.

Do Not Always Use Templates

While customer service response templates are really useful, make a note of not using them all the time. In many cases, templates can sound bland and robotic. Hence, mixing it up and customizing responses for personalization can go a long way.

Adapt and Improve

When using templates, constantly monitor how well they are being received and make adjustments as needed. Furthermore, making new templates with personalization and customer queries in mind can help address future problems.

Conclusion

Customer service response templates are a useful tool to have when handling customer complaints. Using these as a baseline, you can customize your responses to customers and provide a more efficient service.

Thus, using our templates, you can provide quick customer support to users without having to spend a lot of time responding to a query. Improve your customer service further with our tips and templates that you can use for your customer support solution now.

Frequently Asked Questions