Best Letters Guide

Today we will look at 10 typical customer support letters and how to write a letter that customers will love.

1. We have received your letter

Each time someone sent you an e-mail, you must notify him of the receipt in order to get rid of the anxiety “Have they received or not?”, “When will they answer?”

poorly

Hello!
We have just received your request. We will contact you as soon as possible. Record your ticket number # 1234567. Use it in further correspondence.

Support team

Remarks

• Have you ever heard the word "thank you"?
• The words “request” and “correspondence” are too formal, unless, of course, you write to the Presidential Administration.
• Instead of making the customer worry about the ticket number, let him simply reply to this email to update the ticket.
• Personalization is important! Even if you are part of a large support team, send emails on your behalf.

Good

Hello!
Thank you for your appeal! This is an automatic response so that you know that we have received your letter. I will reply you soon.
Thanks!

Petya Ivanov,
Support Team

2. Requests for new features that you are not currently working on

Each team receives wishes. If you are not actively working on them, let the client know. Be honest, otherwise customers will go to your competitors.

Ticket

Hi, support!
I was looking for this function and could not find it. Do you have it? If not, could you add it to the list of offers?

Ivan

poorly

Hello!
Thank you for sending us your wish. We receive many requests every day, so we are not able to answer everyone. But know that we look through every sentence.

Feel free to let us know if you have any questions or comments.

Support team

Remarks

• Thank them for using your application and offering ideas, and not just “sending” them, this is not a word that should be used.
• Surely you are not studying "every" sentence. Throw away this phrase because it is probably a lie.
• The last paragraph is again too formal. Be alive!

Good

Hello, Ivan!
Thank you for using our app!
We have not added <such a feature> yet. But I think this is a cool idea! With her, definitely <write here why it would be great to implement>.
We are not working on this at the moment, but I will send your idea to the team, see what they say.

If you have any other questions, just let me know and I will be happy to help. Have a good Tuesday!

Petya Ivanov,
Support Team

3. Requests for new features that you are currently working on

Since you know that your team is working on this, report it to the client. Even if you don’t know the terms of implementation, the customer will like that you are working on this new feature.

Ticket

Hi, support!

I was looking for this function and could not find it. Do you have it? If not, could you add it to the list of offers?

Ivan

poorly

Hello!
Thank you for sending us your wish. We receive many requests every day, so we are not able to answer everyone. But know that we look through every sentence.

Feel free to let us know if you have any questions or comments.

Support team

Remarks

• Exactly the same answer as the previous letter.

Good

Hello, Ivan!
Thank you for using our app!
We have not added <this feature> yet. But I think this is a great idea! We really liked it so much that we recently started working on its implementation. So far, I can’t give an exact date, but judging by the latest update, we are already close to launching it.
If you have any other questions, just let me know and I will be happy to help. Have a good Tuesday!

Petya Ivanov,
Support Team

4. Problems with the browser

Often there are problems with the behavior of the browser itself. Outdated version, full cache and God knows what else. Here's how to clarify this issue.

Ticket

Hi, support!
My browser does not show your site in the correct format. It looks like all the colors, backgrounds and fonts are moving out. What's the matter?

Ivan

poorly

Hello!
Usually, when this happens, it means that the data in the browser is corrupted. Could you try a hardware update and clear the cache? This will help correct the situation.
Let me know if this does not help.

Support team

Remarks

• You have his name, use it!
• “Damaged data”, “hardware update”, “clear cache”? Avoid complicated words.
• Make sure that you give clear instructions on how to deal with the browser. Give a link to the support page, this will work best.

Good

Hello, Ivan!
Definitely a weird situation! I think there may be problems with the browser. Could you try to clear the cache, cookies and restart it? I know that sounds scary, but I have instructions that will help you.

If after that it doesn’t work, can you try another browser? So we understand, the reason is really in the browser or something else.

If this does not help, or if you have questions, just let me know and I will be happy to help!

Petya Ivanov,
Support Team

5. Extensions on the way

Considering that any various extensions can be installed in the browser, one of them can become an obstacle to your application.

Ticket

Hi, support!
My browser does not show your site in the correct format. It looks like all the colors, backgrounds and fonts are moving out. What's the matter? The only thing I did was update the browser extension in the morning.

Ivan

poorly

Hello!
It looks like this was due to a browser extension. Talk with browser support to see what’s up.
Let me know if this does not help.

Support team

Comment

• Do not shift responsibility. In the end, help as much as you can.

Good

Hi Ivan!
Sorry for the problems with the display of the application! If this happens after updating the browser, there may be a problem in it. Could you cancel the update and after that inform me if everything has been fixed? If the reason is in the browser, I will write to our developers and they will see what can be done with this.

Thanks!
Petya Ivanov,
Support Team

6. Only supported by new browser version

As browsers get better and better, your team begins to give up support for older ones. Just explain why and encourage the client to upgrade to the latest version. It is in his and your interests.

Ticket

Hello!
I was offered to update the browser from Internet Explorer 8 to 9. I would not want to do this. Maybe there is some other browser compatible with your application?

Ivan

poorly

Good afternoon, Ivan!
In order for the application to work better, you must run it in IE9, not your current browser. I apologize for the inconvenience.

If you have questions, write.
Support team

Remarks

• Explain why you only support specific browsers. But in a way that they can understand.
• Stay away from the expression "inconvenience." Right now, the client cannot use your application because it has an old browser. This is not just inconvenient, it is a real problem. It's like being locked outside in your car.

Good

Hello, Ivan!
Thanks for using our program!
Our application was created taking into account the support of modern browsers, so we stopped supporting the old versions: they simply cannot provide the same speed. Support in these old browsers will mean that we cannot optimize our interfaces or provide advanced features for clients in our application - this will mean slowdown of progress, even less progress, and in some cases a lack of progress. We want to provide the best quality application for the vast majority of our customers, but support in older browsers would not allow us to move forward.
Check browser compatibility for the link here.
If you have any other questions, just let me know and I will be happy to help. Have a good Tuesday!

Petya Ivanov,
Support Team

7. Letters are blocked by a firewall

If the client has a fairly strict firewall, email notifications from your application may be blocked.

Ticket

I no longer receive email notifications from your forum. What's happening?

Ivan

poorly

Hi, Ivan,
Follow these tips to fix the problem:

1. Make sure you configure the notification settings.
2. Check spam to make sure that emails from us do not get into this folder. If they are, be sure to add our email domain to the list of trusted senders in your email account.
3. If letters do not arrive, please contact your provider to make sure that they do not block traffic from us.

If the problem persists, please let us know.
Support team

Remarks

• First, do not write like a robot. But I think you hear that sound like a soulless robot.
• Go ahead and give them IP addresses indicating how to transfer them to the IT department. It will take some time, but IT can make sure. that nothing is blocked from this address.
• If none of this helps, check your email logs and see if you send emails correctly. With logs, the IT department can always help.

Good

Hello, Ivan!
Sorry about the trouble with email.
Please, check that both <email addresses> are included in the white list of your mail server. Sometimes our forum notifications can get into spam filters. The domain and IP from which messages are sent: [[insert domain / IP address here]].
If you send me a link to a message that you didn’t receive a notification about, but you should have, I would love to see our event log and follow the email path. This will help IT professionals understand what the problem is.
Thanks!

Petya Ivanov
Support Team

8. Online only

Customers will ask about the use of your application when they are on a plane or where there is no Internet access.

Ticket

Здравствуйте!
Ваше приложение для кабельного телевидения доступно только онлайн? Что если у меня нет доступа к интернету?

Иван

Плохо

Здравствуйте,
Наше приложение доступно только онлайн на данный момент. Извините за причиненные неудобства.

Пожалуйста, ответьте на это письмо, если будут вопросы.
Команда поддержки

Замечания

• Снова фраза про «неудобства»
• Проявите немного сочувствия. Не просто отписывайтесь.

Хорошо

Hello, Ivan!
At the moment, you can watch the series only with an Internet connection. I understand how this can upset. I myself have no access to the Internet on weekends and I know what it means to skip a series. Yesterday, finally, I downloaded a new episode and hope to see it soon!
If you have any other questions, please reply to this email and I will be happy to help. Have a good weekend!

Petya Ivanov,
Support Team

9. Criticism
You will always receive letters from dissatisfied customers criticizing your product. Some of them are similar, some have their own specifics. Here is the best way to deal with them.

Ticket

Your phone service is bullshit.

Ivan

poorly

Hi,
Sorry for the inconvenience with our service. What exactly doesn’t work for you? I will pass this on to our specialists.

Support team

Remarks

• Say you're sorry. You are here to help people, do not anger them, starting from the wrong place.
• Specify what they like and what they don’t like. This will help you understand how they use your service.

Good

Hello, Ivan!
I am very sorry, I apologize for the fact that you found our service useless! What did you like and dislike about it? I will be more than happy if we can somehow help.

Petya Ivanov,
Support Team

10. Acknowledgment

If you do your work correctly, each ticket will be completed to the end. Do not leave your customers unanswered, even if you have already resolved the issue.

Ticket

Всем привет!
Дело сделано! Спасибо, что помогли все исправить!

Петя

Плохо

Привет, Петя.
Рады что смогли исправить проблему. Напишите, если еще возникнут вопросы.

Команда поддержки

Замечания

• Опять корпоративный робот написал письмо
• Повеселей! Оставьте о себе воспоминание, заставьте его улыбнуться.

Хорошо

Привет, Петя!
Здорово! Рады, что все исправилось.
Просто помните нашу электронную почту, если вам нужна помощь. (Ну, помочь с нашим приложением. Я понятия не имею, где можно хорошо отдохнуть на Аляске).

Петя Иванов,
Команда поддержки

Заключение

So, tips and tricks to use when writing responses to customers.

Use a name!
Customers like it better when they say “Hello, Ivan!” Than the standard “Hello!” or "Hello."

Thank you for using the application
. As a rule, the client has many options, but he chose you. Say thanks to him sincerely.

Talk like them.
Do not use official vocabulary and words that you will not use in real life.

Write how you could write to a friend
Use short sentences. Break long phrases into short ones. Customers read a letter, not a novel.

If you can, tell us about new features.
This will show that your team is constantly working on the application.

End your letter on the positive note of
“Good Friday!” - the specific date in the last line will let the client understand that you are a living person and respond on that day.

These “good” letters do not pretend to be the ultimate truth, it is not necessary to copy them.
The main thing is to learn to talk with customers on good and bad examples. Be yourself, do not forget that you are the voice of your company.