When creating auto-generated emails to our users we love being personable and honest. Yet when we get to the ‘Send From’ email field we automatically start typing in ‘no-reply@…’. It’s almost second nature to add a no-reply email to anything that is automatically generated.

What Does This Imply
Firstly, it removes the honesty that you just tried so hard to create in your email template. This is because a no-reply email address is a closed door. It’s telling your customers something rather than starting a conversation.

In essence your saying to your customer “I don’t care about you, or what you think”.

Why It’s Important To Open The Channel

When sending an automated email, you are generally trying get a piece of important information to your customers. Majority of the time they will look at your email and maybe do something with the information you just sent them.

A small percent of the time however something will go wrong. Maybe there’s an error in something you generated, or maybe your customer is just unsure about a piece of information. Instead of creating an open channel for them to immediately reach you, you’re making them jump through hoops to find your hidden support details somewhere on your cluttered website. By the time they get there, they’re frustrated about wasting time and unlikely to send the nicest support email.

This obviously results in unhappy customers, reducing customer loyalty and simply makes life hard for your support team.

What To Do Instead
So next time you are sending an automated email, try being sincere about how they can reach you if something isn’t quite right. Put your support email as the reply address or go the extra step and add your direct email.

Written by Sebastian (Product Designer at LM)