TL;DR — The right email is short, names the specific moment that prompted the ask, includes one question, and links straight to where the customer records. Three templates below cover a happy customer after a win, a renewal, and a resolved support issue — adjust the bracketed details and send as-is.
- Name the specific moment that prompted the ask — it reads as genuine rather than a form email.
- Include exactly one question in the email, not a list.
- State plainly where the clip might be used, so consent is part of the ask.
- Keep the email itself under 100 words; the request should take less time to read than to act on.
On this page
Template 1: after a happy customer moment
Use this right after a customer says something complimentary unprompted, hits a visible milestone, or an account manager flags them as a good candidate.
- Subject: Quick favour — got 60 seconds?
- Hi [name], [specific detail — e.g. "I saw you mentioned hitting [milestone] last week" or "the team mentioned how smoothly the rollout went on your end"] — really glad to hear it. Would you be up for recording a quick video answering one question: [insert question, e.g. "what changed for you after you started using it?"]? It takes about a minute, there's nothing to download, and you can record right from your phone here: [link]. If it's useful, we'd love to feature it on our website or in marketing — totally fine to say no, and either way, thanks for being a great customer. [Name]
Template 2: after renewal
Use this shortly after a customer renews, especially if they renewed without negotiation or renewed early.
- Subject: Thanks for renewing — one quick ask
- Hi [name], thanks for renewing with us for another [term] — it means a lot that you're sticking around. If you've got a minute, would you record a short video answering: "what made you decide to stick with us?" You can do it straight from your phone, no app needed, here: [link]. We may feature it on our site or in a case study if it fits — happy to check with you first on the specific spot before anything goes live. Thanks again for the continued trust. [Name]
Template 3: after a support resolution
Use this when a support ticket closes well and the customer expresses relief or satisfaction in their final message.
- Subject: Glad we got that sorted — quick favour?
- Hi [name], really glad we got [brief description of the issue] sorted for you. If you have a spare minute, would you mind recording a short video answering: "can you describe a time our support team helped you out?" It's quick, nothing to install, just open this on your phone: [link]. If it's a good fit, we might use it on our support or website pages — we'll confirm with you before it goes anywhere. Thanks for your patience while we worked through it. [Name]
Adjusting the tone for your brand
These templates lean informal and personal, which tends to outperform a more corporate tone for this kind of ask — a testimonial request reads better as a note from a person than as a form letter from a brand. If your relationship with the customer is more formal, trim the casual phrasing but keep the same structure: name the moment, ask one question, link to the recording, state where it might be used.
Pair the email with a ready-made request link
Set your question and consent wording up once as a reusable testimonial request, then drop the same link into whichever template fits the moment — no need to rebuild the request each time you send one of these emails.
Start freeFrequently asked questions
Should I follow up if I don't hear back?
One reminder about a week later is reasonable; after that, let it go rather than sending a second or third nudge.
Should the email come from a person or a company address?
A person — ideally whoever has the relationship with the customer, such as their account manager or the support agent who helped them.
Is it okay to send this right after a complaint was resolved?
Yes, as long as the resolution genuinely landed well — read the customer's final message for tone before sending; if they seem lukewarm rather than satisfied, skip the ask.
How many questions should the email include?
One. See Video Testimonial Questions: 25 Prompts for picking the right single question for the moment.