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How to: Contact Us Email Format

Contact us emails are a valuable tool for your customers when they need to reach out to your business. Learn how to optimize them and try our template.

Two-way communication is an important part of customer service, which is why you should have a contact us email format you can send customers. A contact us email allows customers to reach out to you with questions, concerns, or feedback about your business, which means you can provide better customer service and keep your customers satisfied.

In today’s world, you should have a contact us email template ready to go. You can use this template whenever you want to let a customer know how to contact you, whether you’re welcoming a new customer, responding to a request, or asking for feedback on a recent change you’ve made. If you don’t have a designated contact us email format, you can learn how to create one today.

Common uses for contact us emails

Before we talk about how to create a contact us email, let’s talk about what these emails are actually used for. Generally speaking, contact us emails allow you to give customers an easy way to reach out to you, so they don’t have to go digging for the right email address or fuss with undelivered emails.

Here are some of the more common uses of contact us emails in email marketing:

Answering customer service questions

Providing stellar customer service is one of the most important things you can do to help your business grow and succeed. When surveyed, 40% of customers stopped doing business with a company because of poor customer service. One of the best things you can do in terms of customer service is to make it easy for customers to get a hold of your company. Doing so helps both your customers and your business.

Technical support

Giving customers a way to contact you is important when you’re providing technical support because you’ll likely need more information to fully resolve their questions. A contact us email format can help you give your customers a way to reach out for technical support, as well as a way to follow up on requests to make sure you have all the information you need to best address their queries. This is another important part of providing the best possible customer service.

Providing good customer service and technical support helps you retain customers over the long term. By showing your customers that you’re standing behind your products and services, and the challenges they may present to some users, you’re making them more confident in your brand.

Addressing a problem or complaint

Contact us emails can also help when it comes to addressing a problem or complaint. When a customer emails you about a problem they have with your product or your marketing emails, it’s important to respond to their concerns and do what you can to fix their problems. A contact us email shows your customers that you care enough to reach out and give them an avenue to do the same. These emails are even more effective if you personalize them and use them as an opportunity to empathize with the customer.

Onboarding new customers

First impressions are so important in every area of life, and email marketing is no exception. It’s often a good idea to use contact us emails to help onboard new customers. Sending customers a welcome email with a way to contact you shows them that you’re invested in your new customers and willing to make an effort to keep them happy. If your new customers have any feedback or a complaint, they’ve got a way to contact you without jumping through hoops or dealing with an automated system.

Requesting customer feedback

Your business should be designed around your customers. Whether you’re offering a product or a service, tailoring your offering around those you serve is a good way to get ahead of the competition and maintain long-term customers. If you want to tailor your business and products to your customers, you need to give them a way to submit feedback. Contact us emails are an easy way to do that—both on the sending and receiving ends.

Using an email template for contact us emails allows you to quickly and efficiently request feedback from all of your customers. You can use this feedback to write better emails, improve your products, or make user-friendly changes to your website.

When setting up your contact us emails, you may also want to use email content optimizers to craft the best messages.

Contact us email format best practices

Following best practices is important in email marketing, especially when it comes to optimizing your contact us email format. Your email needs to come across as genuine and welcoming if you want customers to reach out to you. Here are some factors to consider when crafting your contact us emails:


Odds are your customers receive emails from a wide variety of businesses every week, so you need to do something to set yourself apart. Personalizing emails helps make them feel a little warmer, which can make your customers more likely to open them. At the very least, you should ensure you’re including customers’ names when you send them contact us emails.

You want your emails to come across as human to separate yourself from the spam. You can start by personalizing your subject line or preheader to show customers this email is just for them.

Empathize with them

It can be hard for businesses to connect with customers, especially in the modern world where most customers deal with so many faceless corporations. If you want to get readers’ attention and encourage them to reach out to you with questions, concerns, or feedback, empathize with them in your contact us emails. Find common ground with your customers and show them that you understand their concerns and the things they care about.

Avoid overpromising

While it’s important to provide good customer service and do what you can to solve customers’ problems, you don’t want to promise anything you can’t deliver on. Avoid making any promises you can’t keep in your contact us emails, whether you’re committing to responding to every email, making changes that customers suggest, or something else. If you end up having to break a promise you make, it could have a negative impact on how customers view your business.

Give clear answers & instructions

Being clear and concise is important in email marketing, but even more so with contact us emails. Make sure you’re giving clear instructions and answering any questions clearly, that way customers know what to do right when they read your email.

Thank customers

At the end of your email, make sure you thank your customers for their support and for reaching out with any concerns or feedback. Thanking your customers shows them that you value what they have to say.

Finding the right email format for customer support can require some trial and error, but having an email design template can help you tailor your response for each of these circumstances and better serve your customers.

Contact us email template

Following a contact us email template makes writing these types of emails simple and effective. Keep in mind that even if you choose to use a template, you don’t have to use it as is. You can always customize these templates to fit your brand better. Here’s an example of a contact us email format that you can use:

Ways you can customize this template

You can customize a contact us email template for customer service responses, transactional emails, and technical support by changing the specific language you use. For example, you might want to change the reason you’re contacting a customer and mention that when you thank them at the end of the email. If a customer is reaching out with negative feedback or a problem, you may also want to include an apology.

Customizing your emails helps you get the best results from every email.

Streamlining contact us emails with Mailchimp

Between perfecting your email templates and getting emails sent out to all of your customers, dealing with contact us emails can be a real pain. Mailchimp takes the hassle out of contact us emails by allowing you to streamline the process with automation tools and helpful templates. With Mailchimp, you can save time and money while writing better contact us emails, so there’s no reason to keep doing things the old-fashioned way.

Optimizing contact us emails can only benefit your business

Contact us emails are a great way to show your customers you care and are available to them. These emails can be used for answering customer service questions, technical support, addressing problems or concerns, onboarding new customers, and requesting customer feedback. Customizing your contact us email template is an important part of getting the best results and providing the best customer service.

If you need help getting your emails just right or saving time with email automation, Mailchimp is the simple solution. With Mailchimp, you get access to a variety of templates and other helpful email marketing tools, plus analytics to help you monitor the effectiveness of your email campaign. If your email marketing campaigns need a boost, try Mailchimp today.

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