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by tweetle_beetle
2087 days ago
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Your first point is a personal bugbear. Its worst form is when the tone of the email is personal (first name in title, photo of said person, signed off by said person and bonues points for graphic of hand written signature), but it comes from a no-reply address. I once received one of these after I was mistakedly billed too much for a product. The person involved had a C suite type role at an ISP. After a bit of searching, I found their personal work email address and forwarded my reply directly to that. It got a more or less instant response, roping someone in to help me and I was phoned twice by an obsequious rep afterwards to make sure I was satisfied with the outcome. All I wanted was a normal email address I could reply to and expect a response. |
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I consider that an antipattern in and of itself.
Unless you have a truly abysmal average CLV, replies should be directed to a system that first filters out (and acts on) bounce messages, simple unsubscribe requests, and obvious spam, then dumps everything else into a ticketing system.
Exposing an avenue of communication (which is what email fundamentally is) then trying to pretend that it doesn't exist is just obnoxious.