Inquiries are essential to your business. A high-quality, personalized response must be provided systematically to retain customers and avoid missing an opportunity to make a sale or bring in a new customer.
Indeed, there’s nothing more unpleasant than writing to the mailbox or contact form on a company’s website and receiving no response. Unfortunately, this is the case for many companies that can spend money on advertising but cannot handle incoming inquiries.
The same applies to technical support requests, for which a response e-mail should be sent systematically, automatically assigning a ticket number to ensure proper follow-up of assistance requests.
Below are several templates for replying to a request for information or assistance for your company:
Contents
Example of a personalized e-mail response to a request for commercial information and the dispatch of a product catalog
Dear Sir/Madam
Thank you for your request for information and your confidence in our company.
We would like to send you our product and service catalog, which is attached to this e-mail so that we can better meet your expectations.
If you want to order any of our products, follow the account opening procedure <Detail of procedure to be completed>.
We are, of course, at your disposal for any further information you may require.
Thank you in advance for your confidence.
Yours faithfully
<Signature>
Example of an automatic e-mail response to sales inquiries
Subject: Your request has been taken into account
Dear Sir/Madam,
Thank you for requesting information about our service offers on our website on <Date to be completed>, and we confirm that it has been taken into account.
A sales representative will contact you as soon as possible.
Yours sincerely
<Electronic signature>
This is an automatic e-mail; please do not reply.
Example of an automatic response message for a technical or sales support request
Subject: receipt of your support request
Hello,
We have received your request. Thank you for contacting us.
Our technical/sales support team will review your request and reply immediately. Generally, you can expect a response within <Standard timeframe, e.g., 24 to 48 hours>.
In the meantime, you can consult our FAQ or knowledge base for answers to the most common questions: <Link to FAQ or knowledge base>.
If your request is urgent, please don’t hesitate to call us directly at <Support phone number>.
Thank you for your patience and understanding.
Sincerely,
<Technical/commercial support team>
<Company name>
<Company contact details>
Automatic response message for a sales information request
Subject: receipt of your sales inquiry
Hello,
Thank you for contacting <Company name>.
We have received your request for information about our products/services and appreciate your interest in our company.
Our sales team is reviewing your request and will respond within 24 hours with the detailed information you requested.
In the meantime, we invite you to visit our website to learn more about our <Website link> offers.
If your request is urgent or needs immediate assistance, please do not hesitate to contact us directly at <Phone number> or by e-mail at <Sales support e-mail address>.
Thank you for your patience and trust.
Yours faithfully
<The sales team>
<Company name>
<Company contact details>
Technical support e-mail auto-reply example
Dear Customer,
We have received your request for assistance. It has been assigned a ticket number <To complete> and will be handled by a team member as soon as possible.
A technician will contact you immediately (or within 24 h 00).
Answers to the most frequently asked questions can be found in our online documentation <URL to be completed>.
Thank you very much for your confidence.
Yours faithfully
The Technical Department
Example of a customizable automatic technical support response
Dear Customer,
Thank you for contacting us,
We will respond to your request as soon as possible. Due to the rapid growth of our business, we have, however, experienced an increase in the volume of e-mails from customers lately, which occasionally leads to longer response times.
We are expanding our customer service team to resolve this.
If you require urgent assistance, please call us instead: <To completed>.
While waiting for a response, you can look at our online help <To completed> for frequently asked questions.
Kind regards
<Compagny name>
Download a sample reply to an e-mail request for information or assistance
To use and personalize the suggested response templates for an e-mail request for information or assistance, copy and paste the text from this article into your word processor (Microsoft Word or OpenOffice Writer).
Frequently asked questions (FAQ) on handling incoming customer and prospect inquiries.
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