The bizarre wonders of the no-reply email

Don’t worry – It’s not your fault. Someone taught you to use a “no-reply” from email address with your customers. They taught you it’s a great way to cut down on being inundated with useless emails. What they failed to teach you is, the no-reply email discourages asking questions. It discourages customer interaction. It discourages connecting with people who want to give you their money, or learn something about you.

It turns out “no-reply” is not your best email friend. Instead, it causes disconnect and frustration, because customers aren’t expecting you to be rude. That’s what no-reply is: rude. And because they don’t expect it, they click reply, type their questions, click send, and immediately get a notice of non-deliverability, a total fail.

Customers want to trust you. Your no-reply email undermines trust by letting people know they are not communicating with a human being. Is that what you want?

Instead of using a no-reply email, consider using a real person. Because real people reply. They connect and solve problems. They earn business.

Kelly Hobkirk - teaching marketers how to harness strategy, goals, reality, and purpose to connect and do better work.


Kelly Hobkirk has been helping companies succeed in creative ways for nearly 25 years. His work has been featured in Time Magazine, and books by Rockport and Rotovision. Get exclusive articles when you sign up for his monthly newsletter.

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