Never Send a “Do Not Reply Email”

If Your Product’s Broken, How Will You Ever Know?

broken email communicationOne of the things that infuriates me is when I receive an email from a company with a no-reply email address.

Surprisingly it is usually customer service departments that use this non-communication technique.

I just find the thinking behind such tactics incomprehensible.

Email is supposed to be a communication between two people, but putting a no-reply address in the address bar renders it one way.

Apart from being incredibly rude, it seems like a missed opportunity for any company to improve its products and services.

If the social media revolution has taught us anything, it is that we like to communicate and engage with brands that treat us as valuable human beings. Imagine that, who knew?

Using a no-reply email obviously breaks that ability for customers to communicate with companies.


No Customer Service

As I said, customer service departments are the worst offenders. Usually you’ll get an email saying something like this:

“Your complaint/feedback has been noted. If we do not hear back from you we will consider the matter resolved. Please do not reply directly to this email...”

And on it goes telling you that if you want to communicate further you need to login to their website, find the communication form and basically jump thru hoops to tell them that their communication sucks.

And that’s if you can even find the right location on their website and navigate your way thru their labyrinthine forms.

Why not let customers just respond to the email by hitting the reply button? I mean that’s what everybody else on the planet normally does. It’s quick, simple and efficient.


Communicate or Die

If you as a company had a product that was broken or a service that wasn’t working as it should, wouldn’t you want to know about it as soon as possible?

Not fixing it is likely to lose you sales, while fixing it is likely to increase your sales.

Apparently some companies aren’t interested in improving their products and services.

Often the bigger the company the more likely they are to do this.

This practice also fits with their other infuriating technique of outsourcing all customer phone calls thru India or the Philippines.


What You Can Learn

  • Every email is a small moment of truth for your brand and your company: - A chance to either shine or fail.
  • Always treat email as an opportunity to engage a customer.
  • Allow your customers to easily contact you
  • Provide multiple communication options in your emails. IE Phone number, social media buttons, web address and email address.
  • Never direct email contact back thru your website. If you must receive feedback via a specific department, then include a dedicated email address in the email.

Need Content marketing and copywriting that gets results.

We've helped people sell everything from gold to live fish – fluffy slippers to booty boosting underwear.

If you want tangible, bankable results from your copy or content, give us a call - 0411 353 693.


It’s the Offer Stupid

Are you wasting too much time testing minor things and ignoring the one thing that will make the biggest improvement to your conversion rates? The abundance of testing and analytics services available makes it too easy to test everything about our marketing, yet lose sight of the fundamentals.


Remarkable Research on What Really Works in Online Marketing

Digital Marketing Optimization Survey presents compelling evidence of what marketers and online businesses need to do in order to succeed. Incredibly, and rather damningly it also reveals that most of them aren’t doing what’s needed and have no plans to do so.


Why Conversion Rate Optimisation Doesn’t Work

Conversion rate optimisation won’t work for most online businesses; at least not straight away for a very obvious reason: You’ve left it too late.


Inspirational Marketing Quotes

Some great quotes from famous and infamous marketing and advertising men. These quotes just as easily apply to the world of online marketing and advertising.


Incredible India's Unique Value Proposition

A unique value can often be implied, and left to the customer's imagination to fill in the rest. And with something like India, the imagination can run rampant. But what is it about this campaign that allows it to ignore the rules and yet still succeed?


The Value of Your Network

Co founder of Linkedin Reid Hoffman recently made a great short video of why your network is important. Your network is the key extension of how successful you are as a professional, and therefore it is essential to keep developing it and yourself in order to succeed.


"Added value beyond my expectations," George McCullough, Snowden Mining, Perth, Western Australia.
"One of the pioneers of e-commerce and internet marketing in Western Australia," Jim Poignand, Vista Energy, Perth, Western Australia.
"I speak to them, I get a result," Wayne MacKenzie Brown, Australian Coral Farms, Karratha and Perth, Western Australia.

Contact us

  • Perth 6000
  • Western Australia
  • 0411 353 693