Before you read anything, I want to say that I’ve worked for Amazon.com customer support as an email consultant for more than a year.
That was my first job. There I learned to think from customer’s shoes, addressing their problems and many more customer satisfaction stuff. All those things helped me alot in shaping my UX design career. Whomever I work with knows and have addressed my exceptional emailing skills.
You’re here, because you want to write great emails to your customers. 3, 2, 1 GO!
✅ 1. Acknowledge Their Feeling First
Before answering, show you get them.
Bad:
Your form isn’t loading. Try again.
Better:
I understand how frustrating it must feel when you’re trying to collect signups and the form doesn’t load. Thanks for letting us know — let’s fix it together.
Rule: validate → assist → resolve
✅ 2. Keep It Human, Not Robotic
Avoid stiff, system-generated tone.
Bad:
Your request has been received. Resolution within 48 hours.
Better:
Thanks for reaching out — I’m here to help and I’ll take care of this as quickly as possible. You can expect an update within a few hours.
Talk like a person. Write like a friend.
✅ 3. Provide Clear Next Steps
Clarity reduces frustration.
Here’s what we’ll do next:
• I’m checking logs on our side
• Could you share your browser/device?
• I’ll update you in 1 hour
When people know the plan, they stay calm.
✅ 4. Keep It Short & Specific
Long paragraphs overwhelm. Break things down.
- Short sentences
- Bullet points
- Clear actions
Think: clarity over cleverness.
✅ 5. Show Ownership
Never blame the customer or shrug things off.
Instead of:
That seems like a you issue.
Say:
Thanks for reporting this — let’s get it sorted. I’ll check on our end while you try this fix.
Take responsibility, even when you’re not at fault.
💡 Support Email Templates You Can Steal
📥 Issue Acknowledgment Email
Subject: Thanks for reporting this — I’m on it 👋
Hi {{name}},
Thanks for reaching out — I know how important this is, and I appreciate you flagging it.
I’m looking into this right now. While I do, could you share:
• Browser & device
• Screenshot / error message (if any)
I’ll update you shortly.
We’re with you — let’s get it sorted fast 💪
– {{your name}}
🎁 Feature Request Response
Subject: Love this idea — thank you!
Hi {{name}},
This is such a thoughtful suggestion — thank you for sharing it.
We love ideas that make the product better for everyone, and I’ve added this to our feature tracker.
I can’t promise an immediate release, but I can promise it’ll be reviewed.
Please keep suggestions coming — you’re helping us shape the future of the product ✨
Cheers,
{{your name}}
❤️ Customer Appreciation Email
Subject: You’re awesome. Thanks for being with us 💛
Hi {{name}},
Just dropping in to say thank you for being part of our early community.
Your support means the world as we build this product with you, not just for you.
If you ever have feedback or ideas — my inbox is open.
Gratefully,
{{your name}}
🪄 Writing Formula: E.A.R. Framework
The simplest empathy writing formula:
| Step | Meaning | Example |
|---|---|---|
| Empathize | Acknowledge feeling | “I understand how frustrating this can be…” |
| Assure | Build confidence | “I’m here to help and we’ll get this sorted.” |
| Resolve | Action + clarity | “Here’s what we’ll do next…” |
Memorize this — it works everywhere.
📎 Bonus: Words to Avoid vs Use
| Avoid | Use Instead |
|---|---|
| “As I already said” | “Just to clarify” |
| “User error” | “Let’s try this together” |
| “We can’t do that” | “Here’s what we can do” |
| “Calm down” | “I understand this is urgent” |
Small shifts → big emotional difference.
🌱 Final Thought
Winning email writing isn’t about fancy language. It’s about making people feel seen, supported, and respected. I know simple English, I write simple English everyone can understand. That’s my unknown superpower.
If they trust you, they stay. And trust is built one empathetic email at a time.