It’s a pet hate of ours here at Marketing Delivery – receiving something from a company with a “noreply@” email address. If you don’t want me to reply, why bother emailing me?
Let’s have a look at some of the reasons this is a bad idea:
1. The voice of the customer
Most of the responses to the CRM emails we send for our clients come from email replies – not “Live Chat” or “Contact Us” buttons. It’s the quickest, most convenient way for a customer to tell you what they think or need.
Email is a two-way communication tool, not a one-way broadcast medium. By sending from a “noreply@” email address you are, in effect, saying “I want you to listen to me but I’m not interested in listening to you”.
2. Spam problems
Many customers won’t look for the “unsubscribe” link but will simply reply “stop sending me stuff”. If they can’t reply, they may just mark your message as “spam” or “junk” which won’t do your domain any favours with the ISP’s.
3. Keeping your database up to date
By having replies to a real, monitored in-box you will receive the “out of office” and “Bob no longer works here” messages to use to update contact details. This not only helps you send more accurate messages in the future but also helps avoid “spam traps” where your continual efforts to email non-existant email addresses gets you into trouble with the likes of Google and Yahoo.
So, our advice is to make sure your emails are sent from a real, monitored inbox where you can interact with your customer and protect the on-line reputation of your domain.