Customer Experience, Customer Service

Noreply@ Emails Are Dumb

photo by https://www.flickr.com/photos/jordoncooper/14272455652
photo by https://www.flickr.com/photos/jordoncooper/14272455652

Imagine if you had a store and on the front door you placed a sign stating, “We’re not open for business.” You wouldn’t expect many people to come to your door, much less people to come back and see you again. Yet that’s exactly what your company does when you place a “noreply@” email address in an email that you send to customers. You’re missing an opportunity to communicate with people who could tell you valuable things about your business.

“Noreply@YourCompany.com” tells me that you don’t really care about customers. That email address tells me that you don’t read your email. And it tells me that replies to that email are going into silent oblivion. Yes, you say – it’s hard to answer all of those pesky emails – I agree. It’s a lot of potential responses. But most people never think to let you know what they are feeling when you put up a virtual Do Not Enter sign.

Here’s another thought. Why not start by having a “PleaseTalkToUs@” email alias tied to your emails that you send? Or “WeLoveToHearFromYou@” or “YourThoughtsMatter@”? It’s just an alias – you can keep the “noreply@” hidden somewhere if there is someone grumpy at your company who just doesn’t want to read email.

But consider the value of having the first time someone hears from your company be a personal touch, like “love@” or “WeLoveCustomers@” and see how the emails change from “Get Me Off Of This List” to “I’d love to tell you something important about your product, and I just need someone to listen.” It all starts with being mindful about the face you show to customers. Start with a smile and see what happens.

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