7 ms·

It's mentioned in there, but I really want to emphasize how important it is to ditch the do-not-reply return address and, in fact, to have actual people read ev

by eli 11y ago

It's mentioned in there, but I really want to emphasize how important it is to ditch the do-not-reply return address and, in fact, to have actual people read every single reply. We get great suggestions, feedback, sales opportunities, etc. from replies to automated messages. We don't get many complaint emails, but when we do the author seems to think they're yelling into a void. People seem genuinely impressed when they get at thoughtful reply back and sometimes it changes their whole impression of us.

btrautsc 11y ago
Its hard to underestimate the value of sending a thoughtful reply to an annoyed (potentially angry) reply to one of your automated messages. ^ as above, multiple opportunities have come from simply being empathetic to the fact that someone was tired of your automated emails. Being a real human helps.
- seizethecheese 11y ago
  I worked support for a consumer facing startup. Several of our most vocal advocates were formerly angry customers who were treated as human beings in support messages.
  - TeMPOraL 11y ago
    This really works. It's a great trick. I fallen for it many times, and in the end decided to purposefully evangelize people and companies that treat customers as human beings and do other nice things like that.
larrywright 11y ago
No email should ever be sent from a do-not-reply return address. Ever. You have no idea how much email I get because some idiot used my email address to sign up for something/order something/whatever. To this I'd also add: Always confirm email addresses. Every time someone signs up for an account, send a confirmation email with an easy means of notifying you that I'm not the person who signed up for the account. So few do this.
- voltagex_ 11y ago
  I see big companies do this all the time. It's annoying. Even a support@ that gives me a ticket number out of ZenDesk is better than no-reply@
the-dude 11y ago
Not confined to email: people who feel they are not being heard will get angry.

by eli 11y ago

btrautsc 11y ago

Its hard to underestimate the value of sending a thoughtful reply to an annoyed (potentially angry) reply to one of your automated messages. ^ as above, multiple opportunities have come from simply being empathetic to the fact that someone was tired of your automated emails. Being a real human helps.

seizethecheese 11y ago
I worked support for a consumer facing startup. Several of our most vocal advocates were formerly angry customers who were treated as human beings in support messages.
- TeMPOraL 11y ago
  This really works. It's a great trick. I fallen for it many times, and in the end decided to purposefully evangelize people and companies that treat customers as human beings and do other nice things like that.

larrywright 11y ago

No email should ever be sent from a do-not-reply return address. Ever. You have no idea how much email I get because some idiot used my email address to sign up for something/order something/whatever. To this I'd also add: Always confirm email addresses. Every time someone signs up for an account, send a confirmation email with an easy means of notifying you that I'm not the person who signed up for the account. So few do this.

voltagex_ 11y ago
I see big companies do this all the time. It's annoying. Even a support@ that gives me a ticket number out of ZenDesk is better than no-reply@

the-dude 11y ago

Not confined to email: people who feel they are not being heard will get angry.