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8 messaging templates to make customer service a breeze

Messaging is a low-cost customer service tool that can help you reach more customers and better your business. Find out how in this guide.

December 5, 2019 by Taylor Barbieri

You have hundreds of little customer service conversations spread across social media and email, and you feel like you have to be online 24/7 to handle them all. 

Frankly, you’re looking for a better solution for your customers and sanity. 

Your solution: customer messaging (a.k.a., “live chat”). 

Customer messaging is a great way to capture customer questions, concerns, and feedback.

Which sounds straightforward, right? Still, no one would blame you if you’re thinking: 

“Yeah, if I had about three clones of myself or never wanted to sleep again, I’d have the time to use customer messaging.”

Take heart -- customer messaging probably takes way less time and fewer resources than you’d think. 

You don’t need to spend all day hanging around a DM in hopes of solving your customer service woes, and you don’t need fancy, expensive tools to make it happen, either.

Here’s why and how to turn messaging into your customer service ace-in-the-hole, plus eight templates for handling common customer service issues over live chat.

Why messaging levels up your customer service and experience

Using a messaging platform on your website means you don’t have to juggle multiple third-party applications to connect with your customers. 

True, WhatsApp, Facebook, and WeChat are among the most popular messaging apps. 

However, the most popular apps won’t necessarily be popular with your target audience. 

(This is why it’s so, so important to conduct customer research before you add any new tool or strategy to your online business. Whether you’re gearing up to launch a business for the first time or well into your stride, no rule is more golden than knowing your audience.)

For instance, Facebook is quite popular in North America, WeChat is popular in China, and WhatsApp is a hit throughout the world. 

Ergo, using Facebook may not be worthwhile if most of your customers are in South America. WeChat may not be a hit if most of your customers reside in North America, either. 

And none of those options trump providing messaging directly on your website. Why? Because when you have live chat on your website, customers all over the world can connect with you regardless of their preferred app. 

Plus, on the more self-serving side, messaging could salvage your productivity and help you avoid burnout

Research by Rescue Time found that knowledge workers had an average of two hours and 48 minutes of productive time each day. 

That’s not a ton of time, and if you’re answering questions every five minutes, it’s going to be rocky to maintain even that much.

Fortunately, messaging’s asynchronicity means you can block off time for deep work without having to check your inbox constantly or compromising the quality of your service. 

Customers can also ask more detailed questions via messaging than on other platforms. This is because it’s a private channel between the business and customer.  

Research found that only 20% of companies could answer a customer service question on the first reply. 

With a messaging tool, you can send follow up questions regardless of if you’re speaking to your customer live or responding to a message a few hours old. 

Additionally, messaging gives customers more control of their communications since they can see previous messages they’ve sent to your business. 

We’ve all been in the position where a company didn’t acknowledge our email or our messages “weren’t received”.

SuperOffice found that 62% of businesses don’t respond to customer service emails.

Another 90.5% of businesses don’t even acknowledge when they receive a customer’s email, either. 

Yikes, right?

There’s some silver lining here, though. 

This missed mark gives creators the opportunity to set themselves apart merely by offering a transparent messaging platform where customers can see their communication history with your business. 

There are no forgotten emails or missed connections when everyone is on the same page every time.

Besides that, messaging also (obviously) gives creators the opportunity to communicate with their customers in-the-moment or during business hours. 

And that does some beautiful things for your customer experience (CX), which in turn has some even more beautiful consequences for your bottom line.

65% of American shoppers found that positive experience with a business was more influential than great advertising. 

Furthermore, 75% of consumers have said they want more human interaction from brands. 

Plus, 73% of shoppers said that CX is important in their purchasing decisions.

And yet, despite that, half of all consumers said businesses fall short of their CX expectations. 

So, the opportunity is definitely there, and it’s an opportunity your competitors aren’t seizing nearly enough.

As for how to seize it for yourself, the easiest way to use messaging for CX is by being available to answer product questions.

As an example, Nisolo’s messaging tool allows a customer to ask a question about one of their products before they commit to a purchase.

This is important because customers often conduct research before buying a product. They tend to use a mix of word-of-mouth recommendations, customer reviews, product reviews, and more before making a decision. 

So personally answering their questions is a simple yet powerful way to help them make a decision and influence their perception of your brand. 

Besides that, you could upsell or cross-sell through messaging, as well. 

Let’s consider a hypothetical example: 

Say you’re selling a course on micro-influencers, and a customer has a question about it.

After answering their questions and getting to know their specific needs, you could recommend they purchase a different (and ideally higher-priced) product instead.

For upselling, you might recommend they purchase a course and coaching bundle, or a longer course with exclusive material, like in the conversation below. 

For cross-selling, you could recommend supplementary mini-courses, a mastermind group, or a membership program. 

Although suggesting purchases may not seem like a way to improve CX, it can. 

Suggestions can make the buying process much more efficient and quick. It could also help customers find the product that will best solve their problem, which is a win-win for everyone.

Lastly, you can use messaging to find out how to give your customers a better user experience on your website. 

If they’ve asked a few questions about where to find certain information or how to do something on your website, use this feedback to influence future website changes. 

As an example, Zoya includes a small button on their website where visitors can share feedback.

The feedback they get from their users can point to areas for improvement to make their website more enjoyable -- or at least, less frustrating -- to use.

OK. Hopefully, you’re sold on the benefits of using customer messaging . . . but how are you supposed to do it? Adding more third-party applications or widgets to your storefront isn’t exactly top of your wishlist.

With Podia, there’s no need, and you can get started in the time it takes to make a new brew of coffee. Let me show you how.

How to use messaging on Podia

To start, log in to your Podia dashboard and click on the “messaging” tab. You’ll be taken to your messaging dashboard, which looks like this. 

From there, head to the left-hand side and click the small pen icon. 

Once you do, this will bring a dropdown menu where you can search for a specific customer to message. 

Once you find your customer’s name, simply click on their name and you will see their messaging history. 

Besides reviewing past messages, you can send your customers new messages from here, as well. 

Aside from searching for individual customers, you could click on the “conversations” tab and view active, archived, and blocked conversations. 

The last thing to do is set your availability

“Online” means that you’ve active and online. 

“Automatic” means that your status will be set to your current status -- online if you’re logged in to your dashboard, and away if you’re not. 

“Away” means you’re not online and actively answering messages, even if you are logged in. If you don’t set your availability, it will be automatically set to away. 

“Disabled” means that customers cannot message you or start new conversations. 

And that’s it. Easy-peasy, right?

Now, let’s make it even easier and close out with eight messaging templates for common customer service interactions.

8 messaging templates to help you start messaging like a pro

Type #1: Helping a customer find information 

Hey there!

You can find information about [topic] on our [page name]. 

If you have any more questions, just leave a message, and I’ll get back to you as soon as I can!

All the best, 

[your name]

P.S. These links could provide you with some additional helpful information, too. 

  • [Link #1]
  • [Link #2]
  • Link #3]

Type #2: Website feedback

Could I get your advice on something?

I want to make my website as easy and informative as possible for viewers like you. 

Could you answer these three questions about how I could make my website better? You can fill out the brief survey here: [link]. It should take no more than two minutes to complete. 

Have a specific suggestion or question? Feel free to message me and I’ll get back to you ASAP. 

Thank you in advance!

[your name]

Type #3: Product idea input

Hey!

I’ve noticed you’ve had a few questions about [product/topic].  So, I was thinking -- maybe you’d be interested in some similar products I’ve been working on?

Specifically, I’m looking for feedback from customers like you so I know which product I should develop and release first. 

This survey has only five questions and should take no more than three minutes to finish. You can always drop me a message with questions or suggestions, and I’ll get back to you as soon as possible. 

Thank you for your time and input!

[your name]

Type #4: Product testing

Hello, [customer name]!

I have a serious question:

Would you like exclusive access to a product I’m workshopping?

I’m developing [product name and brief description]. I was hoping for insight from a handful of [your industry] enthusiasts and experts like you. 

I’m just looking for a few hours of your time over the next few weeks to test the product and collect feedback. 

Interested? You can apply for the beta test here [link]. 

Have a question or two? Ask right here, and I’ll get back to you shortly. My business hours are [time] to [time]. 

Thanks, 

[your name]

Type #5: Upselling

Hello there!

I’ve noticed you’ve asked a few questions about [product name]. 

Did you have a chance to look at our [upgraded product] yet?

It has all of the same features as [base product], but comes with extra features and add-ons like [two to three features].

You can check it out here: [link]

As always, feel free to ask questions, and I’ll respond as soon as I can!

Best, 

[your name]

Type #6: Cross-selling

Hey!

I noticed you’ve had a few questions about [product]. 

If you’re looking to get the most out of your experience with [product], I’d recommend pairing it with [product #2] or [product #3]. 

[One or two sentences explaining the benefit of these additional products].

I hope this helps! If you have any questions, please let me know!

All the best, 

[your name]

Type #7: Negative comment

Hello, [name], 

I totally understand why you aren’t happy about [topic]. 

[If applicable, mention your company policy or reasoning behind your behavior in one to two sentences]. 

I want all of my customers to be happy, so here’s a solution I came up with [briefly discuss how you want to rectify things].

How does that sound? Please let me know your thoughts. I’m always here for my customers. 

Best, 

[your name]

Type #8: Asking for a discount

If you offer discounts, you could send:

Hello, [name]!

We do offer a 15% discount for new customers. To redeem it, simply sign up for our email list [link] and you’ll be able to use the discount code instantly. 

Please let me know if you have any questions!

All the best, 

[your name]

If you don’t offer discounts, you could send: 

Hey there, [name]!

Unfortunately, we don’t offer discounts on our products at this time. 

However, I would recommend checking out [upgraded product] or [product bundle], which features a more advanced product at a discounted price than if you purchased each item individually. 

I hope this helps! Please let me know if there’s anything else I can answer for you. 

Regards, 

[your name]

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Message your way to more sales and more happy customers

Customer messaging may seem like just another customer service tool. It’s anything but. 

Customer messaging holds great potential for creators looking to give their customers better experiences with their business. 

To that end, businesses can use messaging to: 

  • Reach customers across the world
  • Communicate with customers in real-time or during set business hours 
  • Use messaging to answer customer service request more thoroughly
  • Offer customers a more transparent way to talk with your company
  • Answer product questions
  • Seek customer insight about your future products
  • Upsell and cross-sell your other products
  • Get ideas on how to improve your product 

You can unlock messaging’s power for your business by signing up for a free 14-day Podia trial and setting up messaging in mere minutes. 

And if you have any questions on how to get started, feel free to send us a message through Podia’s homepage messaging tool -- we’re always happy to help.