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8 Great Ways To Personalize Support E-mails

a woman typing on a laptop, Personalizing E-mails

In business, customer support is an important factor in gaining your customers’ loyalty. Usually, they would have high expectations when it comes to having fast resolutions, quick responses, and a personalized experience. 

As a matter of fact, personalization has helped businesses in strengthening their relationship with customers. According to an online survey, 80% of consumers are more likely to purchase from brands that offer personalized experiences. Recipients would want to engage more in e-mails that they feel were sent to them personally. 

However, a chat and e-mail customer support agent could forget to add a personal touch to e-mails. This could happen especially if the business is receiving a large volume of messages daily. That’s why it is important to learn some writing tips and know strategies that could help in personalizing e-mails. 

What is Personalized Customer Support? 

The Artificial Intelligence magazine defined personalized customer support as providing customized services based on the customer’s exact needs and wants. It is simply remembering who your customers are and treating them as individuals.  

Most of the time, customers would reach out to your business because they would want a complete solution to their concerns. There would be customers who are angry and mean, while others would be kind and calm. But regardless, they all just want to have a seamless experience. 

And in order for your business to offer a quality customer service experience, you would need to provide tailor-made services. One of the most effective would be sending personalized e-mails. Based on a marketing report, 81% of small and midsize businesses believe that e-mails drive customer acquisition and retention. 

Personalizing e-mails are easy. For instance, your representative could send an e-mail offering a new product that’s fit for the customer’s needs. This way, you are tailoring the e-mail content based on the recipient’s name, interests, and other details. Some benefits would also be having the opportunity to reengage your customers and increasing the open and click-through rates of your website. 

a man wearing a headset and writing on a notepad
Image Courtesy Antoni Shkraba

8 Great Ways To  Personalize Support E-mails 

With your growing business, it could be easy to forget that you are dealing with another person every time you are sending an e-mail. But keep in mind that customers would want to feel that their concerns are being properly addressed. So personalizing e-mails could make a huge impact on their experience. Check these e-mail personalization techniques that you and your agents could use. 

1. Always use your customer’s name 

 This is the first thing you would need to do when it comes to personalizing e-mails. Start by greeting your customer using their name. You may either address them by their surname by using Mr./Ms. Or just simply calling them by their first name. 

This is a great way to capture their attention and continue reading your message. By paying attention to small details like this, you would make your customers feel valued. 

Try to avoid referring to them as “valued customers” because this would make the conversation too impersonal. Also, do not forget to end your e-mail with your name and position.  

2. Categorize your e-mail list 

Dividing your e-mail list is a great strategy to easily send personalized e-mails. You could categorize them based on the customer’s location, interests, birthdays, or other information. It would also be better to send your customers questions so you would be able to get valuable details. 

This way, you would just have to select the list of customers that would match the topic of your e-mail. It is an effective way to avoid errors but also a convenient way to reach out to your customers. 

3. Use an appropriate tone 

This technique is not just for personalizing e-mails but may also be applicable to chat support and call support. In writing an e-mail, it could be difficult to know what type of tone should be used. The formal tone would be the easiest to use but it would not sound personal.  

The key is to know your customer. It would be best to be attentive to their reactions so you’ll be able to adjust. Try to read their tone based on how they construct their replies as well as how they address you. 

4. Summarize the current situation 

Ensuring that you and the customer are on the same page would be one of the e-mail personalization best practices. It is important to make sure that your customer understands the steps being done to resolve the issue.  

You may also clarify some questions regarding their concern. This way, they would know that you fully understand their issue and that action is being done. 

5. Listen to feedback 

Feedback is a powerful tool for businesses. It would help you improve your products, services, and procedures. On the other hand, asking customers for feedback would make them feel appreciated and valued.  

Personalization happens when a business listens and implements changes based on the customer’s suggestions. In return, it could generate customers’ loyalty since they could feel that your business trusts them. 

6. Be proactive 

Your customers would appreciate a business that has initiative. Solve issues before your customer even realizes that there’s one. By doing this, they would feel that your business is looking out for them. 

For example, if an order delivery is experiencing delays, it would be better to send an e-mail right away. Inform the customer even before they had the chance to inquire about the status of the product. It would also be better if a solution would be provided immediately.  

Proactively reach out to your customers regarding potential issues without having the need for them to ask. 

7. Follow customer data trails 

One of the things that businesses should have is the Customer Relation Management (CRM) tool. This would help you keep track of your customers’ purchase history.  

You should be able to know your customers’ past orders so you would also have an idea about their preferences. This way, it would be easier for you to suggest products or services that would fit their wants and needs.  

Also, asking questions repeatedly could annoy your customers. So it is always better to have customer data trails. 

8. Send creative personalized messages 

You would want your customers to feel that they are important to your business. Let them know that you take time to know them by sending them creative personalized messages.  

For instance, you may send a birthday greeting with a free shipping voucher. Or you may send them a discount code that they could use during the holiday season. Your customers would appreciate you for remembering even the small occasions.  

Key Takeaways 

Customer concerns and complaints are normal in businesses. However, it is important to know the right way to respond in order to make them feel valued. 

It could be easy to forget that you are talking to an actual person, especially if you are receiving a lot of complaints each day. But remember that creating personal interaction with your customers would be beneficial in strengthening your relationship with them.   

These are just some of the effective ways to personalize your support e-mails. Employing these techniques would help you grow and encourage your customers to continuously support your products and services. 


Frequently Asked Questions (FAQs) 

Q1: What is personalized customer support, and why is it important for businesses?

Personalized customer support involves tailoring services based on individual customer needs and preferences. It is crucial for businesses as it enhances customer satisfaction, strengthens relationships, and increases the likelihood of customer loyalty.

Q2: How can using a customer’s name enhance the personalization of support e-mails?

Addressing customers by their names creates a more personalized and engaging experience. It captures their attention, makes them feel valued, and contributes to a positive overall customer experience.

Q3: How can businesses determine the appropriate tone for personalized e-mails?

Understanding your customers and their communication style is key. Pay attention to their responses and adjust your tone accordingly. While a formal tone may be easier, adapting to the customer’s tone creates a more personal and relatable interaction.

Q4: Why is summarizing the current situation important in e-mail personalization?

Summarizing the current situation ensures clarity and mutual understanding between you and the customer. It demonstrates your commitment to resolving their issue, provides transparency, and reinforces that their concerns are being addressed.

Q5: Why is customer feedback crucial for businesses aiming to personalize their services?

Customer feedback provides valuable insights for improvement. Actively seeking and implementing feedback not only improves products and services but also demonstrates that the business values and incorporates customer input.


Customer support is one of the most important factors when it comes to customer satisfaction. Providing convenient and excellent quality service would help your business gain customer loyalty. 

Having e-mail and chat support would strengthen your relationship with your consumers. Choose a provider that could offer excellent customer support offshoring services such as outbound and inbound customer support. 

In One CoreDev IT (CORE), we provide quality employer of record solutions, e-mail and chat support services, including well-trained representatives. We also promise to be persistent in delivering excellent service to help your business grow. 

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