Each day, the average person gets dozens of emails in their inboxes.
Our inbox is often the first interaction with a brand. Sometimes we see an ad or coupon in our email, other times, we get an email confirming an order or a message we sent them.
Regardless of how you connect with a brand, you will most likely get some sort of response from a no-reply email address. The ability to not reply to these emails may be hurting some brands.
A study by ActiveCampaign found that 65% of people want to be able to respond to no-reply emails. Some have even stopped or reduced their shopping with a brand that used email addresses you can not respond to.
In 2022, brands should not be using no-reply email addresses and providing personalized emails connecting or directing people to the right place to answer their questions or concerns. There are many online tools that can automate this process like finding keywords or questions and forwarding that email to someone that can help or to a dedicated page that answers a question or concern.
Our goal when running digital platforms like our website and social media accounts should be to reduce friction and make it easier to connect. By making it easier to respond and utilizing automation tools, we can provide better customer support through no-reply emails.
There have been moments when I have turned to social media or called a customer support line with questions or concerns. The irony is, I almost always have to reference a no-reply email to get order numbers, customer numbers, or other pertinent information that would have saved time if you could respond to no-reply emails.
Do you wish you could respond to no-reply emails?
Joe Gullo