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Knowing how to respond to an email professionally is one of the most important business skills.
Emails have been the main means for professional business communication. Excellently-written emails can easily turn prospects into clients, and the other way around. As important as it is, business emails create some challenges for writers. For example, how to reply to an email in the most effective way of achieving your communication goals.
In this post:
- We give you a clear idea of a reply email.
- Next, we will look at types of response and format of each type.
- We will put together some useful words and phrases for email answer.
- Then we will provide some examples you can use as a template to create your own email responses.
- Finally, there are things you should keep in mind.
What is a response email?
Email has been considered a valuable tool for companies to communicate with their customers, clients, leads. When you start an email via email services like Gmail and Outlook, you are the sender. You will be the recipient when you receive an email and send it a reply. Though the way to send a reply is technically simple, it can be challenging as how to come up with good responses. The quality of your email response will not just answer the sender’s needs but tell about you and your firm. If written poorly, you can miss the chance to promote your business and build relationships aside from losing the prospect(s).
Types of response
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There are two types of business email reply; these are automated email and personalized email.
Email autoreply is a prewritten message to those who submit email to a particular address, for the purpose of preliminarily responding to the sender’s messages, purchase orders, requests, comments or suggestions. The automatic email is also commonly used when people go on vacation or a business trip. It will let the recipient to know how long you will be away, when you will be able to respond to their email, who they can contact in case something is urgent, etc.
Meanwhile, with personalized emails, you respond to emails from specific people about specific matters. For example, reply to request for information about your product or service, request for samples, reply to declining an appointment, etc.
Email reply format
The two types of response share just about the same format. Let’s take a closer look:
- Automated email:
Subject line of email reply: 80 characters maximum
Email message:
Salutation:
For example, Hello or Dear Customer or Dear Esteemed Customer or Dear Sir or Madam or Dear Mr./Ms. Last name
First section: The opening
For example, say thanks to the customer who emails you.
Middle section: Why send this email?
Clearly explain why you are sending this email. For example, to let the customer know their request was received and you are going to support them. Also, set expectations for when you will get back to them and how.
Final section: Closing line(s)
For example, again, show your appreciation.
Email Signature:
First Name Last Name
Company Name
Email Address
Phone
- Personalized email:
Subject line of email reply: 80 characters maximum
Email message:
Salutation:
For example, Dear Mr./Ms. Last Name or Dear Title
First section: The opening
For example, say thanks to the customer who emails you.
Middle section: Answer all the questions in the email
This section should answer what the sender is expecting from you.
Final section: Closing line(s)
For example, again, show your appreciation.
Email Signature:
First Name Last Name
Company Name
Email Address
Phone
Helpful words and phrases
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The two types of email response are used for different purposes. Still, as long as you take good care of its content, they both will not fail to make your customers satisfied. Below, we suggest some words and phrases that would help you effectively reply to a business email.
Phrases for the email body:
- Thanks for the email!
- Thank you for reaching out.
- Thanks for getting in touch.
- Thank you for your email (yesterday/ this morning/ earlier/ on Monday/ of 13 July) about ….
- Thank you for your …. (inquiry about our company, etc.)
- It was great/ so nice to hear from you again on Monday.
- It was a pleasure/ my great pleasure to hear from you.
- Thanks for your quick reply/ response/ support.
- Thanks for getting back to me promptly/ so quickly.
- Thanks for sending me/ for contacting me about/ for asking us about/ informing us/ giving us feedback on/ inviting me to/ talking to me about ….
- Thanks for your your interest in ….
- (I) just read your email about/ (I) just got your message about/ (I) just got your request for …
- Sorry for my late reply/ Sorry it took me so long to get back to you/ Sorry not to reply sooner (but/ but I had to …).
- Pardon the delay in responding to your last email.
- I was sorry to hear about…
- (First of all) I would like to apologize for…
- Please accept our (sincerest) apologies for the inconvenience caused/ for any inconvenience caused/ for…
- We will get back to you/ We promise to respond within …. (6 business hours, etc.)
- You will hear from us no later than in …. (one business day, etc.)
- Please, do not hesitate to call me if you have further questions. I will be glad to have you as a customer.
- Kindly notify me should you need any other information.
- Kindly let me know if that is okay/ if that is acceptable with you/ if that sounds okay/ if you can/ if you can help/ if you need an extension/ if you need to reschedule/ if ….
- Once again, please kindly accept our apologies for any inconvenience caused/ for the inconvenience caused/ for the delay/ for ….
- Thank you for your patience.
- Thank you for your understanding.
- I look forward to hearing from you (soon).
- I look forward to your reply.
- See you on Monday/ next week/ then.
- Have a good evening/ day/ weekend/ break/ holiday/ vacation/ trip/ ....
- (I) hope that helps.
- Sorry I couldn’t be more help.
- (I) hope that answers all your questions/ that is clearer now/ that is some help/ that meets with your approval/ that ….
- Thanks again, Anna, for your interest in our company.
- Thanks again (for all your help/ for the information/ for bringing this matter to my attention/ for ….)
Closing greetings for emails:
- Best regards
- Warm regards
- Sincerely (yours)
- Best wishes
- All the best
- Thanks again
Examples of email response
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Now that you have a clear idea of reply email, its types and useful words and phrases for good and effective responses, let’s see how it looks like through the following examples.
For automated reply: When you have too many messages
Dear esteemed customer,
Thank you for choosing to do business with us. We have received your email but we have loads of inquiries to attend to. It will take us about three days to get across to you on inquiries concerning our sales promotions.
However, if your inquiry needs urgent attention, you can contact our 24-hour customer care on 444-560-622 or 081-Hilton-Bolton.
Sincerely,
Ann Warren
Promotions Director
Hilton Bolton Limited
(Source: Woculus)
Auto out-of-office reply
Dear Esteemed Customer,
Thanks for your email. I won’t be in the office from 15th April to 20th April. Please expect a reply latest on Monday, 21st April, which is my return date.
If your inquiry is urgent, you may contact Mrs. Walters at Mary.walters@gmail.com.
However, I will respond to your email as soon as I can, when I return.
Thank you for your patience.
Sincerely,
Tom Woods
Managing Director
Earl Princes Limited
(Source: Woculus)
For personalized reply: regarding the request for information about your product or service
Dear Mrs. Thatcher,
Thank you for your inquiry about Apple Stores. Find attached herewith some literature on our products including the products in alpha development stage. I have also included a sample username and password for you to try out the products that catch your fancy.
Please, do not hesitate to call me if you have further questions. I will be glad to have you as a customer.
Sincerely,
(Source: Woculus)
Things to keep in mind
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On a final note, no matter what subject or purpose of your email response, make sure you take those things into consideration.
- Before coming up with a good response, allow time for your mind to completely comprehend the email.
- Think before you type. Define why you are writing and what you want your recipient to do. Then organize your thoughts.
- Make your subject specific, accurate. Never leave the subject blank.
- Make it clear who is speaking to the reader. For example, instead of writing, “It would be appreciated if you are able to send ….”, you should write “I would really appreciate it if you are able to send ….”
- Keep sentences short and paragraphs short, too. That will be faster and easier for your recipient to read.
- Be clear and direct in your email response. You should know what you want to say and express it with the shortest possible words.
- In answering a business email, pay attention to your tone normally reflected in the words you use. For example, instead of saying, “Please send all the required documents ….”, it is more cordial to say, “Kindly send the required documents ….”
- Answer all the questions in the email, starting with the first to the last. You should also answer each of them using a short paragraph. If you quote what part of the email you are responding to, it would be easier for the reader to follow.
- Particularly for autoreply, be sure your response is suitable for different types of readers, from senior executives, customers, clients, to coworkers, friends, strangers.
- Proofread your reply very carefully. Make sure your email messages are free of grammar and spelling mistakes.
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