How to Create Email Templates for Frequently Asked Questions
If you’re spending a lot of time answering the same questions over and over, creating email templates can save you hours every week. Done well, they don’t just make your life easier, they help your customers get the answers they need quickly, without feeling like they’re getting a generic, robotic response.
Here’s how to get it right.
Part 1: Content & Structure
1. Identify the most common questions
Start by looking at your emails, chats, or any customer queries you’ve had recently. Pick the questions that come up again and again. These are the ones you really need turning into templates.
2. Keep it simple and clear
Avoid using jargon or complicated explanations. Write as if you’re talking directly to the person on the other side of the screen, someone who might not be familiar with your product or service.
3. Make it easy to read
Use formatting to break up text, i.e. bold the important points, add headings or subheadings, and use bullet points or numbered lists. People tend to scan emails, so make it easy for them…and it’ll be easier for you later!
4. Lead with the answer
Always put the main point right at the top of the email. If there’s more to explain, give a short summary and then link to further information if needed.
5. Be professional but friendly
Start with a friendly greeting and show you understand their question. Building trust is important and a little empathy goes a long way.
6. Think ahead
Think about other follow-up questions that may be asked and try to answer them in the same email. For example, if someone asks about shipping, include delivery times and costs straight away.
7. Include a clear next step
Let your potential customer know what to do next. Whether it’s “Please reply with these details” or “You can complete this process here,” be clear about what is needed.
8. Personalise your templates
Avoid making them sound like a robotic response. Your templates should feel helpful and like you have answered the query personally. Leave room to add the customer’s name or any order-specific details.
9. Stick to your brand voice
Make sure the tone matches your business, whether that’s friendly, formal, or casual, so your emails feel consistent.
10. Proofread and test
Check spelling and grammar and send test emails to yourself to make sure everything looks right on different devices and email platforms. You want to sound personal, but you also want to look professional.
Part 2: Putting Templates into Practice
This is the technical bit. Most email systems let you create templates easily:
Gmail:
Go to Settings > See all settings > Advanced.
Next to “Templates,” select Enable and Save Changes.
Compose a new email with your template content.
Click More Options (three dots) > Templates > Save draft as template > Save as new template.
To use it, click Templates and choose the one you want.
Outlook (New experience):
Start a new email and add your content.
From the Message ribbon, select Mail template > Save email as template.
Give it a name and click Save.
To use it, go to Settings > Mail tab > Templates tab to access your saved templates.
Part 3: Keeping Templates Up to Date
Don’t just leave It there. Make sure you keep them up to date.
Review regularly: Check your templates every few months or whenever your products, services, or policies change.
Monitor performance: If your system lets you, track metrics like response times or customer satisfaction to see what’s working.
Ask for feedback: Get input from your team members who use the templates daily, they’ll know what’s helpful and what could be improved.
Done right, email templates aren’t just about saving time, they make your communications smoother, clearer, and more professional. And more importantly…you get those hours back to focus on the parts of your business that really need you.
Image courtesy of Freepix