Why my company doesn’t send automated email from a ‘noreply’ address

It’s common – and tempting – for companies to send automated email to customers from an un-monitored address, often called something like “no-reply@”.

We send from an address such as “mail@” and if our customer happens to click the ‘reply’ button and sends an email, we forward it to “support@”.

One of my projects http://www.mondoflyers.com sends email flyers from one real estate agent to all the other agents in town.

Sometimes, a recipient simply clicks “reply” – most often with the intent of sending a note to the sending agent (“hey that house looks interesting, I’ll give you a call”), but sometimes with the intent to send us a note (“unsubscribe” or “wow that’s a great flyer system, how do I send one myself?”).

We really don’t see the downside of forwarding such emails to support and letting them handle it as the situation merits. So sometimes our support folks (a) forward a note to the obviously-intended recipient (which impresses our customer to no end), and sometimes they (b) unsubscribe the recipient even though they didn’t follow the exact instructions, or (c) sell our service to the recipient who asked for info, but sent the inquiry to the wrong place.

If your customer clicks reply, do you really want to throw it away, or bounce it back and ask them re-send it? Why not forward it instead to a human who can, more often than not, discern what needs to be done?

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3 Responses to Why my company doesn’t send automated email from a ‘noreply’ address

  1. Cliff says:

    I have lots of landing pages that are automatically responded to with individual product information for inquiring customers and the emails all come from the reps best suited to answer questions for all the different products. I’m about to switch to using noreply@mycompany.com. The reason: automated bots filling out all the forms on my website hundreds of times a day. All the bounce backs are filling up our employee’s mail boxes. Solution: noreply@mycompany.com so that the bounces magically disappear. All the individual contact information for recipients to respond to is at the bottom of the emails going out anyway and it’s less of a hassle for the recipients of the emails than filling out those awful captcha/recaptcha fields before submitting the form that generated the auto reply. Win, win as far as I’m concerned. Prospective customers can still contact who they need to and employees don’t get the hundreds of bounce backs. If you’re doing lead generation, it’s helpful. If you have legit customers who’ve purchased from you before then sending out noreply emails to those folks seems rather careless to me.

  2. The negative issues with noreply email services is a double edged sword. From the customers perspective you get what you don’t want, a one way automated response generated process instead of communications from a real person, you have been spoken to. This turns us the other side of the blade, the business missing an opportunity to get communication with a client. Sword cuts and the gulf widens. Who ever thought of this idea? It is worse than hearing “have a nice day when you know they don’t mean it:)

  3. Pdeschen says:

    Completely agree! There is simply no reason not to get feedback from your customers. I’ve been advocating this for years. Like I’ve mentionned over HN you want your feedback loop to be frictionless.

    I had a short blog post on the subject [1] a while back which got up to the HN front page. I think content is still relevant if you care to read.
    [1]: http://blog.rassemblr.com/2011/01/user-registration-follow-u...