Sending a simple "happy to help" formal email has unfortunately become a bit clichéd in the world of customer service. Everyone says they're happy to help, even if, in reality, they’re less than enthusiastic about solving the problem at hand.
If you work in customer service, you'll want to add some depth to your conversations to make your emails more specific and genuine. Especially since, according to a recent Zendesk report, more than 50% of customers surveyed feel that most businesses treat customer service as an afterthought.
This really isn't the impression you'll want customers to have of your business, so it's important to deliver consistent, personalized experiences. The first message you send is also likely to set the tone for the rest of the interaction—and could be the difference between churn and long-term loyalty—so you really don't want to say something to make your customers think you're uninterested in helping them.
Instead of sending a generic “happy to help” email or message, try using one of our templates to contact customers with a more sincere, meaningful message.
How to nail your 'happy to help' email
To make your “happy to help” email sound more genuine, you'll want to look for ways to personalize your message and really empathize with your customer. Here are some examples:
Help with a software bug. Is a customer reaching out because they're facing a problem with your software? If so, you can start your message off with something like, "I'm so sorry that you're having trouble with {product}, this really isn't the experience we wanted you to have..."
Help with a wrong order. Is a customer contacting you about a wrong order? Why not say, "We're really sorry that you didn't receive what you ordered, and thank you for giving us a chance to make this right for you..."?
Help with a refund. You cantry a message like, "I'd be happy to process this refund for you, {First Name}. Can you please share..."
Customize your messages to the situation as much as you can, and where possible, use empathy phrases to connect with your customers and show them you care.
BTW, you don't always have to use “happy to help” as your go-to phrase. Try mixing it up from time to time by using phrases like, "We look forward to helping you out," "I'm really glad that we could solve your problem," and "I'm so happy that we satisfied your request."
7 formal email templates for when you’re “happy to help”
Need some inspiration? Here are seven 'happy to help' email templates that you can adapt and customize to your needs.
Template #1: For when a customer has a general problem
Shortcut trigger: -happy1
Hey First Name, Sorry to hear that you've run into some trouble with Product Name. I'd be happy to help you out with this. Can you let me know a bit more about the problem you're facing? Specifically, it would be great if you could tell me about: {Ask for verification information, like their order number or contact information, and other specific information you need from them, such as when they first noticed this problem.} Some of our customers ran into a similar issue because of Reason 1, but it should be a quick fix. After you share the information, I'll forward it to the appropriate team and they'll resolve it as soon as possible. Once more, I'd really like to apologize. This definitely isn't the experience we wanted for you and we'll do our best to make things right. Best regards, Your Name
Template #2: For when a customer hasn’t received their order
Shortcut trigger: -happy2
Hi First Name, I'm sorry to hear that you didn't receive the items that you ordered. Unfortunately, there was a glitch in our internal systems, so our fulfillment team wasn't aware that you had ordered Product Name. We're going to make this right. I've contacted the relevant team and your items will be shipped later today. You'll receive them in one to two business days. And to show how sorry we are, I've also attached a voucher for free shipping and 20% off your next order. Our IT team has also patched the glitch in our system, so you won't face this problem again. Thank you for being so understanding—we'll make sure your next experience is great. And if you need anything else, please let me know, I'd be happy to help! Sincerely, Your Name
Template #3: For when a customer encounters a glitch
Shortcut trigger: -happy3
Hey First Name, Thank you for bringing this to our attention. We're sorry that you ran into Specific Problem with Product Name. You're right—this is indeed a bug and I've already notified our product team about it. They'll incorporate a patch in the next update. Our customer support team will also get in touch to help your business specifically overcome this challenge and to customize your platform experience to your needs. Meanwhile, if you have any questions or need additional help, don't hesitate to ask. I'm here to help! Best regards, Your Name
Template #4: For when a customer isn’t happy with your support
Shortcut trigger: -happy4
Hello First Name, I am sorry that your previous interaction with our support team wasn't satisfactory—this isn't the experience we wanted for you at all. I have reopened your case and accelerated it to our department head. Rest assured, we'll have this matter resolved soon. Moreover, to show how sorry we are, I've added Amount of credit to your account, valid until Time Period. If there's anything else I can do in the meantime, please let me know. I’m always here to help you out. Sincerely, Your Name
Hello First Name, Thank you for your positive feedback—we're really glad to hear that everything worked out! It's always great to hear about how much our customers are enjoying Product Name. If you have a spare moment, would you mind doing us a small favor and dropping us a review on Website Name? Your experience will help other shoppers decide whether Product Name is right for their needs. Thanks again for your kind words, and if you run into any more trouble, just give me a shout. I'd be happy to help you out again! Warm regards, Your Name
Hey First Name, Glad to hear that you're enjoying Product Name! We worked hard to make something that people will love, so it's always great to hear positive feedback. I really like the idea of adding Key Feature. To be honest, we hadn't thought along those lines—thanks for bringing your idea to our attention. I've passed the suggestion on to our development team. They're currently busy working on the next version update, but we'll definitely try to fit it into our future roadmap. Thanks again for sharing your experience, and if you have any other questions, feel free to let me know. I'd be happy to help. Have a great day! Best regards, Your Name
Hello First Name, Sorry to hear that you're not satisfied with Product Name. We value our customers greatly, so if you're not happy with our services, we'd really like to make things right. Could you please let me know more about what let you down, and why you're not satisfied with the product? I'd be more than happy to look into the problem and see how we can help you out. Sincerely, Your Name
Send your customized 'happy to help' formal email with Magical
Magical is a free Chrome extension that lets you save customizable templates and use them when you need to, wherever you're working. Whether you need to respond on live chat, via email, or over social media, just type "//" and your Magical text shortcut will pop up.
Here's how you can save your customizable message in Magical:
You can use the extension to create as many templates and text shortcuts as you need, and personalize them to the situation at hand. Add Magical to Chrome for free today.
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