Maintain Consistent Messaging Across Support Teams

Updated: August 10, 2023

When you work in the customer support industry, you need to make sure that you are maintaining a unified brand voice. Maintaining this voice becomes challenging when you add more representatives dealing with different customer service issues throughout the day.

Consistent messaging and communication can make your workforce more efficient and productive throughout the day due to more clarity among the team. When your team members can provide great, consistent customer support without spending time investigating ways to help, they can utilize that time to do better and more valuable tasks for the company.

Consistent messaging also makes all customers feel equally helped and prioritized. Not having consistent messaging among your customer service representatives can erode the trust between the customer and your company. However, with fair and consistent communication, all customers receive the same great support.

Finally, with shorthand automation apps, support agents can focus on using specific tools, like text snippets, to go above and beyond to help their customers. Support agents can hone in and perfect specific snippets for certain situations. By focusing on these snippets, customers who receive them are getting valuable information that has been meticulously thought about and planned.
To help maintain consistent messaging, we’ve created a list of the best templates to respond to situations needing consistency.

Expected time to resolution

When a customer has an issue that might take a prolonged amount of time, quick responses that allow them to know when the issue will be resolved are essential for making a customer feel at ease and assisted.

Time to Resolution Copy Snippet Copied!

Hi [Customer Name],

Thank you for bringing [Customer Issue] to us. We appreciate your patience while our support team looks into the best ways to solve your issues. Your issue will require us to further investigate what caused your problem and how we can fix that issue.

We are currently [What Your Team Is Doing to Investigate]. Once we finish with this step, we will send you an email with our next plan of action. Expect another email regarding your issue in [Amount of Time].

We apologize for the inconvenience, but we are working quickly to fix this issue for you as soon as possible.

Thanks,
[Your Name]
[Your Position]
[Company Name]

Giving a refund or replacement

Whenever a customer does not get their desired product, it can be an agitated situation. They are commonly very reasonably upset; furthermore, if customer service representatives do not respond with specific and consistent answers, the customer can become even more upset. It is essential to have set rules and responses to leave the customer at ease.

Defective Product Copy Snippet Copied!

Defective Product
Subject: Defective [Product Name]

Dear [Customer Name],

It has been brought to our attention that there was a defect with your order. We apologize for the inconvenience, and we are making strides to make sure that mistakes like these do not happen again.

Per our Terms and Conditions, we are willing to offer you a [Refund/Replacement] free of charge. We know how frustrating situations like these can be. We hope that you can trust us in the future to be the choice for your [Comany Initiative] needs.

Thank you for choosing [Company Name].

Best Regards,
[Your Name]
[Your Position]
[Company Name]

Shipping a Product Back Copy Snippet Copied!

Subject: Returning Your [Product Name]

Dear [Customer Name],

[Company Name] would like to apologize that our product was not what you expected. We value sending our customers the highest quality and most useful products possible, and we are upset that we could not do this for you.

To send back your [Product Name], please [Company-specific Return Directions]. You can also go to your nearest [Company Name] store and return your [Product Name] there.

We are saddened to hear that your [Product Name] was not what you expected. We would like to offer you the option of a full refund or a replacement, free of charge, upon your return.

We hope to do business with you in the future.

Thanks,
[Your Name]
[Your Position]
[Company Name]

Helpful details for technical issues

There are commonly customer issues that require several steps or are more technical. You can use Snippets to ensure that best practices for solving the issues quickly are always available at your team’s fingertips.

Password Troubleshooting Copy Snippet Copied!

Subject: Password Troubleshooting

Dear [Customer Name],

It has been brought to our attention that you are having trouble signing into your account. We have a few steps that can help you get access back to your account.

Step 1: Go to the sign-in page here at [Company Website Sign-in Page]
Step 2: [Second Step for Password Retrieval]
Step 3: [Third Step for Password Retrieval]
Step 4: [Fourth Step for Password Retrieval]
Step 5: Freely access your account

If these steps were not helpful or you have further questions, please feel free to contact us at [Company Support Email]. We at [Company Name] pride ourselves on giving the best and fastest support possible, so do not hesitate to ask for more assistance.

Thank you and best regards,
[Your Name]
[Your Position]
[Company Name]

Increasing pricing

Changing market conditions, responses to competitors, new features, or other internal factors often lead to no choice but to raise prices. Even so, price increases can be frustrating for customers. Giving them time and transparency is critical to adapt to your new prices. Team-wide consistency with these messages can stabilize your customer relationship as you deliver more value for your new costs.

Increasing Prices Copy Snippet Copied!

Subject: Advance Notice: Upcoming Price Changes

Dear [Customer’s Name],

In our commitment to transparency and maintaining open communication, we want to provide you with advance notice regarding an upcoming change to our pricing.

Due to rising costs in the energy sector, we will be increasing our prices by [percentage/amount] effective [date]. This adjustment will allow us to continue providing high-quality, reliable services.

We appreciate your understanding and continued support.

Best Regards,
[Your Name]
[Your Position]
[Company Name]

Payment reminders and late payment advisories

Subscription services or products that require multiple payments can be some of the best and most valuable products that a customer can buy. However, customers’ lives are just like your own: busy. Late payments can disrupt companies of all sizes, but you can be proactive in limiting their appearances. Sending timed reminders can greatly cut back on the amount of late payments that a company gets.

Proactive Payment Message Copy Snippet Copied!

Subject: Payment Reminder

Dear [Customer Name],

We hope that you’re enjoying [Our Services/The Product], and we are hoping to continue to provide a high-quality experience for you.

This is a gentle reminder that your next payment, Invoice #[Invoice #], is due on [Due Date]. Here are the details:

Invoice Number: [Invoice #]
Date: [Current Date]
Due Date: [Due Date]
Total Amount: [$]

We wanted to remind you of this payment because we know how frustrating it is to pay late fees. If you have already made your payment or have any other questions, please feel free to reach out to us at [Company Email].

We hope you are enjoying, and continue to enjoy, [Our Services/The Product].

Best Regards,
[Your Name]
[Your Position]
[Company Name]

Overdue Payment Copy Snippet Copied!

Subject: Important: Payment Overdue for Invoice #00129

Dear [Client Name],

We hope this email finds you well. We noticed that the payment for Invoice #00129 is past its due date. Please find the invoice details below:

Invoice Details:
Invoice Number: #00129
Date: [Date]
Due Date: [Due Date]
Total Amount: [$]

Kindly make the payment at your earliest convenience to avoid late fees or any disruption in our
services. If you have any concerns or require assistance, please don’t hesitate to reach out.

Best Regards,
[Your Name]
[Your Position]
[Company Name]

Late Payment: Credit Card Replacement Copy Snippet Copied!

Subject: Important: Replacement Credit Card

Dear [Customer Name],

It has come to our attention that your payment for [Service/Product Name] is past due. When we tried charging your credit card on file, we were unsuccessful.

Here are your invoice details:

Invoice Number: [Invoice #]
Date: [Current Date]
Due Date: [Due Date]
Total Amount: [$]

To prevent a disruption of our services or any additional late fees, we ask you to please update your card information on our website’s payment page: [Company Website]. We apologize for the inconvenience. If you have further questions or concerns, please contact us at [Company Customer Service Email].

Best Regards,
[Your Name]
[Your Position]
[Company Name]

Final thoughts

In your company, it is essential to set the groundwork for a system to audit your team’s templates to make sure there is consistency across the board. You can ask them to send in their templates to you weekly, bimonthly, or monthly, or you can have a system that automatically shows all of these templates in an individual and organized place.

Additionally, you need to be receptive if other team members come to you with different ideas for these templates. It is important to prioritize the ideas of your coworkers to let them know they are valued.

Having a collection of consistent responses can increase your team’s productivity and customer satisfaction. By using TextExpander, you can create your templates, expand them by using only a few keystrokes, share them with your team members, and refine them over time to get the most from them.

To learn more about how TextExpander can improve your customer service team’s consistency and productivity, visit our TextExpander for Customer Support Teams page. To begin your 30-day free trial of TextExpander, click here.

Try it for yourself

With TextExpander, you can store and quickly expand full email templates, email addresses, and more anywhere you type. That means you’ll never have to misspell, memorize, or type the same things over and over again.

Subject: [Ticket #]: Awaiting Your Confirmation - [Short Description] <br> <br>Dear [Recipient's Name], <br> <br>Our records indicate that we have provided a solution for the issue you reported in Ticket #[Ticket #] regarding [Short Description]. To ensure that your problem has been completely resolved, we kindly ask you to confirm the effectiveness of the solution. <br> <br>Please reply to this email with your confirmation or let us know if you need further assistance. If we do not hear from you within [Timeframe], we will assume the issue is resolved and close the ticket. <br> <br>If you have any other questions or concerns, please feel free to contact us at [Support Email] or [Support Phone Number]. <br> <br>Best Regards, <br>[Your Name] <br>[Your Position] <br>[Company Name]
Subject: [Ticket #]: Your Issue Has Been Resolved - [Short Description] <br> <br>Dear [Recipient's Name], <br> <br>We are pleased to inform you that the issue you reported in Ticket #[Ticket #] regarding [Short Description] has been successfully resolved. As a result, we will be closing this ticket. <br> <br>If you experience any further issues or have additional questions, please do not hesitate to contact us at [Support Email] or [Support Phone Number]. <br> <br>Thank you for choosing [Company Name] for your support needs. <br> <br>Best Regards, <br>[Your Name] <br>[Your Position] <br>[Company Name]
Subject: [Ticket #]: Post-Resolution Check for Your Issue - [Short Description] <br> <br>Dear [Recipient's Name], <br> <br>It's been a while since we resolved the issue reported in Ticket #[Ticket #] related to [Short Description]. As part of our ongoing commitment to excellent customer service, we're checking in to make sure everything is still running smoothly and you haven't encountered any further problems. <br> <br>If you're experiencing any difficulties or have any additional questions, please don't hesitate to get in touch with us at [Support Email] or [Support Phone Number]. We're here to help. <br> <br>Thank you for choosing [Company Name] for your support needs. <br> <br>Best Regards, <br>[Your Name] <br>[Your Position] <br>[Company Name]
Subject: [Ticket #]: Ticket Closed Due to Inactivity - [Short Description] <br> <br>Dear [Recipient's Name], <br> <br>We have not received any response from you regarding Ticket #[Ticket #] related to [Short Description] for [Timeframe]. Due to the lack of communication, we assume that your issue has been resolved, and we have closed the ticket. <br> <br>If you still require assistance or have any other questions, please feel free to contact us at [Support Email] or [Support Phone Number], and we will be happy to help. <br> <br>Best Regards, <br>[Your Name] <br>[Your Position] <br>[Company Name]
Subject: [Ticket #]: Closing Your Case in [x Days] - [Short Description] <br> <br>Dear [Recipient's Name], <br> <br>We hope that the solution provided for your issue in Ticket #[Ticket #] related to [Short Description] has been satisfactory. We have not heard from you since our last correspondence, and we will be closing this ticket in [x Days] if no further action is needed. <br> <br>If you still require assistance or have any additional questions, please reply to this email or contact our support team at [Support Email] or [Support Phone Number] before the ticket closure deadline. <br> <br>Thank you for choosing [Company Name] for your support needs. <br> <br>Best Regards, <br>[Your Name] <br>[Your Position] <br>[Company Name]

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