DESCRIPTION: Sometimes clients will email us with issues that pop up. Whether it be our problem (or not), we need to address said problems promptly and in good customer service practice. Remember, the clients do not live in our world, and something straightforward to understand for us might be a challenge for them.  

ACTION: 

EMAIL TEMPLATE:

Hi [client],

Thank you for bringing this to our attention.

[comment on the issue and use the following template as a general email for you to edit] but either way, our support team is taking a deep dive into the matter to see if they can duplicate or find any further information.

I will get back to you once they complete their investigation. Please keep us up to date on your end if you have resolved it or are still experiencing said problem.

Also, a quick question, what browser are you using? Google Chrome, Microsoft, Firefox, etc.?

Email example of an issue a client was having but was out of our scope.  

Context: the client’s security setting was blocking his site with a security message. 

Hi Howard,

I hope you and the family are doing well.

To pair what Keri said, we haven’t found any issues on our end. We’ve tested and loaded your site from several locations, and, as Keri stated, we cannot duplicate the problem. I think it may be a security issue on your end with your setup (a guess), but either way, our support team is taking a deep dive into the matter to see if they can duplicate or find any further information.

I will get back to you once they complete their investigation and if it’s an issue we can help resolve. Please keep us up to date on your end if you have resolved it or are still experiencing said problem.

Also, a quick question, what browser are you using? Google Chrome, Microsoft, Firefox, etc.?