5 ms·
Here's an internal facing one: We send an automated greeting from the CEO as part of onboarding, but he actually sees and replies to every customer response, in
by RickS 10y ago
Here's an internal facing one: We send an automated greeting from the CEO as part of onboarding, but he actually sees and replies to every customer response, in both english and spanish, and forwards the more heartwarming ones on to the entire office.
It's pretty cool to get a handful of emails every day from actual customers who are very grateful for the work we do.
It also changed my opinion on the "canned CEO greeting". As someone who knows how those are built, they always struck me as annoying and disingenuous sales gimmicks, but our customers are significantly less tech savvy, and a huge number take the correspondence at face value and actually start a real conversation with the CEO.
- mercer 10y agoI generally respond rather negatively to automated emails or chat messages that seem human but are not, and I've been thinking of how I would approach this if I had a company big enough that automatic greetings are 'necessary' (or desirable, at least). Perhaps one solution is to use a clearly non-human company 'avatar' character specifically for some of these interactions? A robot or pet character?
- morgante 10y agoI think the key here is that replies actually have to go to the CEO. I've seen way too many companies implement this where any replies are actually just sent into normal support channels.
- Ntrails 10y agoexactly - i don't care that it's a canned initial email from the CEO if I can reply to him directly.
- pcarmichael 10y agoI did the same for new account registrations on my site. The humorous side effect was actually LinkedIn. That whole thing where you can auto invite everyone on your contact list... led to me getting several connection invites a day from users I had never personally met.