Do Not Reply

Says Ryan Hoover:

How many emails did you immediately delete without opening this morning? How many of those were from We’re drowning in unwanted, rote email yet companies miss the opportunity to escape the trash and create a connection with their users by communicate more personally.

Absolutely – don’t be an idiot by sending mails out with noreply@.

As Ryan, and also Paul, says, you’re missing out on a huge opportunity for engagement and you’re forcing your call centre to do the work.

Even worse, you’re pissing off customers no end. I’ve had this problem recently with a UK retailer (MyProtein). Being used to Amazon’s top-notch service, it’s already a bummer when they send me the wrong order, changing an option I filled out without ever informing me, but when I have no way to reply by email, and I’m forced onto their BS “ticket” system, that sets up an antagonistic “man-versus machine” relationship. Fill out a ticket? Seriously? What does a ticket mean to anyone outside the IT industry? It’s what gets you into a football stadium, not the antidote to using email, the standard communication channel for anyone but companies who’ve messed up a customer’s order.

Please. Don’t make me jump through hoops after you screwed up.

Any random e-commerce site at this point is already two steps behind Amazon to begin with. Send your mails out with no-reply and watch your customer service plummet.