Any successful business understands that keeping clients satisfied is the best strategy for retaining them. However, to know how fulfilled your clients are with the service or product, you have to interact with them, and emails provide a less intrusive way to do it.
Emailing your clients makes them feel valued, whether it’s to offer discounts or seek feedback. Unlike social media customer support, it involves a more personal approach to interacting with each client; through their email.
What Is Customer Success?
Customer success is a strategy companies use to ensure customers have positive experiences with their products. A customer success manager is tasked with acquiring new clients and following up with seasoned customers. They are also responsible for understanding customers’ needs and advocating for them in their company. Thus, customer success focuses on the long term, unlike customer service, which deals with short-term concerns.
Customer success involves using email content to inform clients, address any of their queries and maybe persuade them to upgrade or purchase a new commodity. Therefore, the emails need to be catchy, clear, and concise to grab their attention and get your message through. Creating these emails has become more accessible thanks to the emergence of customer success email templates.
Customer Success Mail Templates
Composing customer success emails can be hectic and time-consuming without the right tactics. One of the main tactics you can apply is using templates. Templates help reduce the hustle because a CSM manager only has to edit a few words to suit their client base. So let’s explore the best templates.
Welcome emails are supposed to acquaint your customers with your product. The email normally has an attachment describing the product or service and an FAQ to help clients answer questions about the product. You can also add a hyperlink that invites the client to learn more about your company or view your products. The welcome email manages any confusion or challenges clients face while interacting with the product. Here’s a good customer email template for a new client.
I want to thank you for purchasing our product.
We established [company name] to [company’s mission].
I’d like to hear your thoughts on [product] and if anything needs to be improved.
Client Engagement Email
Clients need to stay engaged, and it’s the customer support manager’s job to keep them that way. You do this by periodically “checking in” on them and learning whether they are satisfied through the feedback. It’s an important approach for keeping clients who have become inactive for extended periods. Here’s the template.
It’s been a while since we heard from you.
Take a [percentage] off your next buy with the code [code].
You send an escalation email to pacify a situation. Sometimes when clients experience problems, they can escalate the situation until they receive an acceptable solution. An escalation email is supposed to acknowledge the problem, assure the client you are addressing it, and even explain the steps you intend to take to prevent a future reoccurrence. Because the tensions are high here, one has to choose their words carefully, just like our escalation email template to customer shows.
I’m sorry that you’re frustrated with [the matter]. We’ve discussed your concern, and we’re taking the following procedures to resolve the matter swiftly:
I’ll keep you posted, and again, we express regret for the inconvenience.
An educational mail does just that; educating new users about a product. It’s more in-depth than the welcome mail and focuses on explaining a product’s main features. It also guides users on the most productive way to utilize the product. The email itself doesn’t have to be too long, but you can attach files and links that provide all the extra information. Here’s the template.
Thank you for purchasing [product]. It’s our joy that you get maximum benefits out of it. Please follow these procedures to use [product] correctly:
Sometimes you might want to invite your clients to an event via email as part of the engagement strategies. These webinars or events are usually related to the product and act as a way to let clients learn the best way to use a product. It’s also an opportunity to ask them questions and learn about their concerns. Here’s an excellent sample.
We invite you to our [event] [Date and time]
Here’re the reasons to attend:
[List the reasons]
Can we look to seeing you there?
Customer support email templates make it much easier to engage and retain customers. The best way to use templates is to add a personal touch to make them feel special. Also, remember that timing is crucial for these emails and that consistency is vital for maintaining long-term customers.