When communicating with clients, email plays a critical role. However, writing each email from scratch is a waste of time for CSMs. For example, you may not realize the significance of spending ten minutes to compose a well-crafted welcome email to a customer. But it’s not just about the initial welcome email, it’s also about the follow-up emails that come after. Given the demands placed on customer success, time-saving measures are crucial in turbulent markets. Fortunately, automated emails provide an efficient and effortless way to keep you and your clients connected.
Discover the top nine email templates to enhance your customer success tools.
Table of Contents
1. Welcome
It is important to send a welcome email to every customer. The email should include some essential elements such as introducing yourself, providing contact information and sharing onboarding steps like booking a kickoff call.
2. Check-ins
Regularly checking in on your clients is crucial for building a strong relationship with them and keeping them engaged.
Elements to include:
- Reach out genuinely to ask how your clients are doing.
- Provide relevant news articles or updates about your company (you can automate this process with tools like Google or Talkwalker Alerts).
- Trigger-based reach outs can also be effective (for example, when usage increases or decreases).
3. Conversion
This template is designed to help you convert free-tier or trial clients into paying customers. The primary objective is to guide them into your sales funnel, regardless of its structure.
Elements to include:
- Clear explanation of features
- Friendly reminders about their usage nearing or exceeding their limit.
- Offering a demo, phone call or chat to discuss the full feature set.
- Links to helpful blogs that can answer their queries or provide more information.
4. Unresponsive client
If you have customers who have been unresponsive or missing in action for too long, it’s important to reach out to them to re-start a conversation. Remember, the goal of this outreach is to help them solve problems or tell them about new features or add-ons that might meet their goals.
5. De-escalation
It is important to acknowledge customer problems when they log a support ticket. Let them know that you are aware of their situation and that you and your team are working to resolve their case. Briefly explain what you’re doing to make things right and assure them that you’re taking steps to prevent similar issues from happening in the future.
6. Invitation
You can invite your clients to attend a talk, webinar, seminar or live Q&A session. Even if they can’t attend live, you can help them access on-demand replays. When inviting your clients, make sure to include the following details: who the webinar is intended for, the benefits of attending live, what someone will receive even if they can’t attend live, and who will be speaking on the webinar.
7. Feedback request
It is crucial to have the customer’s voice integrated throughout your organization. The most effective way to achieve this is by requesting feedback.
Elements to include:
- What the feedback is about (e.g. general, a specific feature, or something else)
- A link or button that they can click to provide feedback
- An approximate time estimate for how long it will take them to complete the feedback form
8. Churn prevention
If you have tried all the previously mentioned strategies to engage your clients but still have some who haven’t logged in to their account in a while, then it’s time to send a churn prevention email.
Elements to include:
- A catchy subject line that grabs their attention and entices them to open the email.
- A sincere message that acknowledges their absence and shows that you care about their experience with the platform.
- An offer of help. This could be in the form of a call, blog resources, FAQs, or any other way that can assist them in addressing their concerns or issues.
- You can also share some success stories of other clients to motivate and inspire them.
9. Renewal
The customer journey is a cycle. Ideally, when the time comes for contract renewal, the client signs up again and starts a new journey. To show your customers that you care, send them a renewal email before their contract expires.
Elements to include:
- Renewal instructions: If their payment information is up-to-date and they have set up auto-renewal, no action may be needed.
- If they need to renew manually or set up auto-renewal for the future, provide them with the necessary steps.
source: https://catalyst.io/blog/9-vital-time-saving-customer-success-email-templates
Comments
Download this infographic.