A Guide to an Effective Email Reply to Customer Query

Are you on the lookout for an effective way to reply to customer queries? An email reply can help you provide quick and accurate solutions.

In this post, we’ll discuss what an email reply to customer query is and the different types of emails you might encounter. Then, look into tips when writing and example phrases to include in your response.

Read on to get five email templates that will make responding faster and easier.

What Is an Email Reply to a Customer Query?

An email reply to customer query is a written response sent out by either an individual or company. It is to address their customer’s questions or concerns.

It aims at providing customers with information and support, so they know how best to resolve their issues.

Different Types of Email Reply to Customer Query

There are several types of email replies that you might encounter when responding to customer queries. These include:

Acknowledgement Emails

This email will let the customer know that their query has been received and is being processed.

Informational Emails

In this type of email, the sender provides specific information related to the customer’s query.

Action Emails

Action emails require customers to take specific action to resolve their issues.

Apology Emails

Apology emails are used when there is a need for an apology. It can also be used if customers need assistance with any mistakes made while processing their request.

Tips for Writing an Email Reply to Customer Query

Photo by Cytonn Photography on Unsplash

When responding to customer queries, it is essential to remember that your emails should be professional, concise, and helpful. Here are guidelines to follow when writing an email reply:

Keep the language simple – Simpler language makes it easier for customers to understand and process your response.

Be clear – Clarity is critical when responding to customer queries as this helps them better understand your message.

Include contact information – Providing contact information such as a phone number or email address allows customers to get in touch. This helps in case they need further assistance.

Proofread before sending out the response – Ensure all spelling, grammar, and punctuation errors have been corrected before sending the reply. This is to avoid any misunderstandings or confusion.

Example Phrases of an Email Reply to Customer Queries

Here are some example phrases you can use in your response:

  • “We are deeply sorry for any troubles this may have caused.”
  • “Thank you for notifying us in time”
  • “We appreciate your patience while we investigate this issue.”
  • “Please reach out if there’s any way we can help”
  • “We will use all our efforts to resolve your issue as soon as possible.”

5 Email Replies to Customer Query Templates

Having a few templates can make responding to customer queries much more accessible. Here are five email reply templates you can use:

Template 1 – Acknowledgement Email

Subject Line: Acknowledging Your Query

Hello (name),

Thank you for reaching out and informing us about your query. We have received your request and will be looking into it immediately. You should hear back from us within (time frame). If you need anything else, please don’t hesitate to reach out.

We are glad that you took the time to contact us.

Best regards,

(Your name)

Template 2 – Informational Email

Subject Line: Responding to Your Query

Hello (name),

Thank you notifying our team. We have looked into your query, and we’re glad to provide the following information:

(Information related to customer’s query)

We hope this has been helpful. Please get across if there’s anything we can do to help.

Best regards,

(Your name)

Template 3 – Action Email

Subject Line: Taking action on your query

Hello (name),

Thank you for reaching out to us about your query. To resolve this issue, please take the following actions:

(Action steps needed)

Please let us know if you need any assistance in completing these steps.

I appreciate your cooperation.

Best regards,

(Your name)

Template 4 – Apology Email

Subject Line: Apologizing for the Inconvenience

Hello (name),

We apologize for any damages this may have caused. Our team is doing its best to resolve the issue as soon as possible. We understand that this may be frustrating, and we appreciate your patience while investigating this further.

If there is anything else, please reach out as soon as you can.


(Your name)

Template 5 – Follow-up Email

Subject Line: Following up on Your Query

Hello (name),

We hope you have looked through the information we provided. If you have any inquiries or concerns, please don’t hesitate to contact us.

We are committed to providing excellent service, and we will put together resources to resolve your issue as soon as possible.

Best regards,

(Your name)


Responding to customer queries through email can be challenging, but with the right approach, it doesn’t have to be. Using these templates as a starting point can help you craft clear and helpful responses that will leave your customers satisfied.

Good luck!

Abir is a data analyst and researcher. Among her interests are artificial intelligence, machine learning, and natural language processing. As a humanitarian and educator, she actively supports women in tech and promotes diversity.

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