There are few things in working as part of the support department that brings more happiness than telling a customer that their issues have been resolved. But there is a right way to do it.
And in this blog post, we will look at how you can write an email informing a customer about resolution of a technical support issue, and we will use some tips, best practices and a sample email to make this task easy to understand.
Tips to Remember
Start by acknowledging the existence of the issue and how it was resolved and assure the customer about the issues not popping up again.
State the context of why the issue was caused and what steps were taken to diagnose it so that the customer has more clarity and improved confidence in your product/service.
Explain the resolution and the steps involved to showcase that your team has been thorough and has diagnosed the issue in its entirety.
Best Practices
Do assure that the incident won't happen again if you believe that to be the case. But if not, you can always tell the customer that help is seconds away.
Use bullet points to explain the issue so that you can educate the user on why it happened and the best steps to take if the situation repeats itself in the future.
Tell the customer how valuable their feedback is in the process of developing a better product/service experience and show them appreciation for bringing it to your attention.
Sample Email
Subject: [Case Number]: [Name of the Issue] Has Been Resolved]
Dear [Recipient’s Name],
Hope you are well. I would like to inform you that the issue regarding [Case Number] has been resolved and everything is working fine. Please accept my sincere apologies for any inconvenience caused due to [Brief About The Issue].
Here is a quick summary of the steps we took to resolve the issue:
[Single Sentence Explaining Each Step]
[Single Sentence Explaining Each Step]
[Single Sentence Explaining Each Step]
We have also put it through multiple QA cycles to ensure that the issue will not repeat itself. So rest assured, you will not face any disruption going forward. If you have any questions or clarifications, please reply to this email and we will be happy to assist you.
Thanks for taking the time to bring this issue to our attention. Your feedback helps us improve our product and better serve our customers.
We greatly appreciate you doing business with us. Thank you for your continued support.
Regards,
[Your Name]
[Your Title]
[Your Company]
[Contact Information]
Conclusion
Informing resolution of a technical issue via email is something you will have to do often if you want to build a customer centric business and by following these tips and best practices, you should be able to do this without breaking a sweat.
Thanks for reading. Also, if you’re interested in becoming a more productive employee consider using the latest version of the Routine App. It is absolutely free of charge.
