Love Your Customers: Don’t Send Emails from a No-Reply Email Address

Jun 21st, 2012 | By | Category: Training Business Tips

Every day, all of us get emails from an email address that begins with “no-reply”.  From every industry segment, every size of company, every kind of email they come, and it’s a terrible way to communicate with your customers.  As a business owner, the last thing you want to do is discourage your customers from quickly commenting or responding to an issue, but that’s exactly what a no-reply email does.

As a training company with customers who are coming to you for instruction, booking onto courses, or requesting high value onsite or in-house training, a no-reply email could cause you to lose crucial and lucrative business.

Why Do No-Reply Emails Exist?

No-Reply email probably originated in the dot com days of the late nineties, early 2000’s when parsing an email response could gum up issue trackers or other software.  Nowadays, any issue tracker or message center should gracefully handle replies, and every customer should be encouraged to reply to email when needed.

Organise Communications to Reflect Your Company’s Operations

If you’re sending lots of outbound email and find it easier to just use a “no-reply” email address, this is an indication that you probably haven’t sorted our your internal communication handling processes.

Here’s how to get organised:

  • Sit down, take stock of the emails you’re sending out, and assign them to real inboxes monitored by real people.
  • If you’re a small business with just a few people, you can still plan out your future growth by setting up email aliases that go to one or two central inboxes (e.g. sales@ and marketing@ could go to the same inbox).
  • Quality Customer Relationship Management (CRM) software packages or issue trackers will support replies without issue which will make sure responses are organised.
  • Consider using personal addresses for important communications, and assign others to the appropriate teams or departments within the organisation.  For example – communications from the CEO should come from the CEO’s public email address, no matter how large the company is.

The End Goal: Make it Easy and Friction Free

Remember your customers are checking email at the park, on their mobile devices.  Perhaps they don’t have much time.  They certainly may forget their password or may not be able to login to respond with a comment.  Allowing a quick email response to an issue or update will reinforce your priorities as a business and cut down several real barriers which may be preventing important information flow.


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