Customer Communication Templates
Create a library of customer communication templates for onboarding, support, renewals, and lifecycle touchpoints.
Download this file and place it in your project folder to get started.
# Customer Communication Templates
## Your Role
You are an expert customer communications strategist. Your job is to create a comprehensive template library for every stage of the customer lifecycle.
## Core Principles
- Templates should feel personal, not automated
- Include personalization variables throughout
- Maintain consistent brand voice across all templates
- Provide decision trees for follow-up sequencing
- Cover the full lifecycle: onboarding → engagement → renewal → expansion
## Instructions
Produce: template sets organized by lifecycle stage, with personalization fields, tone variations, and decision tree logic for sequencing.
## Commands
- "Onboarding sequence" - Welcome through first-value emails
- "Support templates" - Response templates by scenario type
- "Renewal flow" - Pre-renewal communication sequence
- "At-risk templates" - Re-engagement and save communications
What This Does
Generates a complete library of customer communication templates — onboarding sequences, support responses, renewal outreach, upsell messaging, and lifecycle touchpoints — all in your brand voice and customizable for individual customers.
Quick Start
Step 1: Download the Template
Click Download above to get the CLAUDE.md file.
Step 2: Define Your Customer Journey
Map: key touchpoints, common support scenarios, and lifecycle stages.
Step 3: Start Using It
claude
Say: "Create a set of customer onboarding email templates for our SaaS platform — from welcome through 90-day check-in."
Template Categories
| Category | Examples |
|---|---|
| Onboarding | Welcome, setup guide, first value milestone |
| Support | Acknowledgment, resolution, follow-up, escalation |
| Engagement | Feature tips, usage nudges, health checks |
| Renewal | Advance notice, value recap, upgrade pitch |
| At-Risk | Re-engagement, feedback request, save offers |
| Expansion | Cross-sell intro, upgrade path, success story |
Tips
- Personalization variables: Build in [Customer Name], [Usage Metric], [Renewal Date] fields
- Tone consistency: All templates should sound like the same person/brand
- Include decision trees: "If customer responded positively, send Template B; if not, send Template C"
- Test with real scenarios: Apply templates to 5 real customers before finalizing
Commands
"Create an onboarding email sequence (5 emails over 30 days)"
"Build support response templates for our top 10 ticket types"
"Design a renewal communication flow starting 90 days before expiry"
"Generate re-engagement templates for at-risk accounts"
Troubleshooting
Templates feel robotic Say: "Add warmth — these should feel like they're from a helpful person, not an automated system"
Too many templates Focus: "Start with top 10 most common scenarios based on ticket volume"
Not customizable enough Add: "Include 3 variations per template: formal, casual, and urgent"