Why subject lines matter when sending customer service emails

OABPO Blog Team Published on July 25, 2014

customer-service-representative-thinking-about-a-good-email-subject-header--Open-Access-BPO
If your business uses email as a customer service channel or as one of your outsourced call center support services, you probably send your customers dozens of emails a day. You surely devote a great deal of time to ensuring that the each message’s body is well-put-together, but are you doing the same to the subject line? If you treat email subjects lightly, you’re making a big mistake.

Your email subject line, being the first thing your customers see in their inbox, is just as crucial as the actual content of your emails. In fact, the efforts you pour into composing a winning customer service email response can be rendered useless if your email subject line sucks.

The importance of email subject lines

Simply put, the subject line you or your email support agents use determines the probability of your emails being opened and how its recipients are going to respond. It gives your customers a hint as to what the email is all about. Hence, if it does not spark their interest, your emails are most likely going to end up in their trash folder.

customer-service-representative-thinking-about-a-good-email-subject-header-customer-service-emails-Open-Access-BPO--

Most people who receive several emails daily would just quickly browse through subject lines in their inbox when determining which emails are worth reading. A single misspelled word is enough to send an email to virtual oblivion. Lengthy subject lines with annoying characters and punctuation can make your emails look like spam messages. This can lead to customers blocking you forever or unsubscribing from your email service.

How to get it right

Choosing the best subject line is not just about ensuring that it’s attention-grabbing. There are other rules you need to keep in mind. The words you choose and sense of urgency they send to readers are important considerations too. Every letter, punctuation mark, and letter case in your subject line counts. Keep it short and make sure it specifies the topic of the email in a compelling and focused manner.

A report by MailChimp reveals that emails with subject lines containing the words “urgent” and “important” have significantly higher open rates than normal because they imply sensitivity to time and are therefore more captivating to readers.

customer-service-representative-thinking-about-a-good-email-subject-header--Open-Access-BPO---

The same report implies that personalization is another way to make your subject lines convincing enough to be clicked on. Mentioning both the first and last name of the recipient can create a positive impact on the person reading the subject line. This is an interesting finding since most industries choose to just use the first name of the recipient when personalizing subject lines.

So, the next time you send a customer service email, reflect on what you like to see in your inbox if you were the recipient. People are constantly flooded with spam every day and are also pressed for time. If your subject lines contain vague teasers, requests for money, or nagging reminders, there’s a high probability your emails will be immediately ignored, deleted, or flagged as spam upon receipt.

Join us on facebook
Open Access BPO 2 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 12 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 12 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 12 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 13 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO
Open Access BPO 13 days ago
𝐀𝐝𝐝𝐢𝐧𝐠 𝐯𝐚𝐥𝐮𝐞 𝐭𝐨 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐦𝐞𝐚𝐧𝐬 𝐠𝐨𝐢𝐧𝐠 𝐭𝐡𝐞 𝐞𝐱𝐭𝐫𝐚 𝐦𝐢𝐥𝐞 𝐟𝐨𝐫 𝐲𝐨𝐮𝐫 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐬.
This means transforming basic interactions into meaningful connections.

It's the secret to building strong customer loyalty and driving business success by making customers feel valued and understood.

Dive deeper into what makes a truly value-added #CX and how it can significantly boost #CustomerLoyalty and overall business success: https://buff.ly/8Wxb9gw

——————————
Ready to transform your customer experience? Don't settle for less; elevate your #CX by partnering with a #CallCenter that truly goes the extra mile 24/7.

Learn how our dedicated team can enhance your customer interactions and drive loyalty.
Take the first step towards superior CX today: https://buff.ly/L6dUG5E

#WeSpeakYourLanguage
#CustomerSupport #BPO