Lowering Spam complaints

19 replies
Hi there fellow email marketers!

Quick question ...

To be more specific, have you had an increase in spam complaints on the 2nd email on your autoresponder?

Here's a sample stat:

1st email: 0.09%
2nd email: 0.35%
3rd onwards: 0.13% average

That's with an average of every 17,892 emails sent on a buyer's list. The same trend goes for other products.

Any ideas why and how to lower it?

*no I'm not selling them anything on the second email.
#complaints #lowering #spam
  • Profile picture of the author ShaunL8
    A few questions . . .

    1. How soon after sign-up do you send the 1st, 2nd and 3rd email?
    2. Do you use a double opt-in to your email list?
    3. You say it's a buyers list - I assume you mean it's people that have bought something from you. Are you being clear that they're subscribing to a list as well?
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  • Profile picture of the author John Pagulayan
    1. As soon as they purchase and then every two days.
    2. I don't think anyone would use a double opt in for a buyer's list. Tried it once and got a lot of angry buyers trying to find the link to the download (even if they were directly re-directed to the download page after purchase).
    3. It's a digital product. I don't know how to explain that they'd be opting into a list when they buy the product. I've bought a lot of digital products from cheap to premium and have yet to encounter anyone who informed me that I'll be automatically added into a list.

    If you have a way to do just that, I'm all ears.

    Thanks for the response by the way.
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    • Profile picture of the author Corey Taylor
      Originally Posted by John Pagulayan View Post

      2. I don't think anyone would use a double opt in for a buyer's list. Tried it once and got a lot of angry buyers trying to find the link to the download (even if they were directly re-directed to the download page after purchase).
      Just use a message that would prompt them to click the confirmation link on the same email that they used to order.

      Also say : If you can't find the email in 5 minutes please check out your junk/spam folder.

      It helps a lot to be clear - also double opt in means no spam complaints.

      If they still get angry even if they give you permission by clicking the link, then in the first message they'll get tell them they can unsubscribe whenever they want

      good luck!
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      • Profile picture of the author John Pagulayan
        Originally Posted by Corey Taylor View Post

        Just use a message that would prompt them to click the confirmation link on the same email that they used to order.

        Also say : If you can't find the email in 5 minutes please check out your junk/spam folder.

        It helps a lot to be clear - also double opt in means no spam complaints.

        If they still get angry even if they give you permission by clicking the link, then in the first message they'll get tell them they can unsubscribe whenever they want

        good luck!
        The initial email is not my problem. The second one is. I got no problem with people finding my initial email and all other emails in the sequence except the second one.

        My stats are:

        98% deliverability
        78% open rate (average up to the 15th email)

        What I find confusing is that the second email only tells them about a specific problem (health niche) and a brief intro to the next email. There are unsubscribe links at the bottom of each email and on email number 1, they were informed that they can find the unsubscribe link at the bottom of each email. I changed the subject lines to reflect the product (branding) that they bought and still no signs of the complaints getting lower.

        Here's a sample 2nd email:

        Subject:


        I know.

        And since I'm such a nice gal, here again is the download link to the [product name] product you just bought.

        download link here

        Go and consume it - fast.

        I want you to be rid of [disease] as soon as possible.

        Now, on my last e-mail I asked you this question.

        And that question was...

        “What is the scariest part of having [disease]?”

        And really … I'd like to thank you for the candid and insightful replies.

        I received a lot of responses like:

        · Sample response
        · Sample response
        · Sample response
        · Sample response (tell me about it!)
        · Sample response

        These are all good reasons to be scared of [disease]

        And as mentioned last time, I’ll tell you one more that completely terrifies the s**t out of me.

        Anyhoo,

        Before I tell you mine, I want to make sure that you already started your journey of being [disease] free by reading the [product name] eBook you just bought.

        If not, you can download it again by clicking on the link below.

        [#Download]

        Like I've said, I'm pushy. But it's for your own good.

        Done? Ok.

        Sorry for being pushy.

        You see, I know what it's like being on the other side of the wall myself.

        So as much as possible, I want you to have the same luck that I have.

        Besides, it's only gonna take you three weeks to implement.

        Was it easy? Kinda.

        But I think the better question is, “is it worth it?”

        I’d say “hell Yeah!”

        You've already invested in your health so might as well GO ALL IN.

        At this point in your life, getting well and [disease] free should be your primary goal AND NOTHING ELSE.

        Now going back to the question above.

        The number ONE REASON as to why I was so afraid of having [disease] is because…

        It leaves you open (in fact puts you at a greater risk compared to those without [disease]) to one of the BIG THREE stealth health threats out there which affects 79 million people in the U.S!

        That's 79 million real people. Just like you and me.

        Care to take a guess?

        A buck gets ten you won't be able to.

        I'll tell you what it is on the next e-mail so be sure you’re there when I spill out the beans on this silent killer.

        Talk soon,

        [name here]

        P.S. Here's a clue.

        Researchers found a link between the [disease] virus and this deadly disease. And 4 out of 5 people over the age of 30 have had it.

        Feel free to send me your guesses.

        =============



        This problem goes across 8 campaigns (all health niches). That's why I'm asking if anyone is experiencing this. I mean we can talk about relationships all we want but truth of the matter is, on a scale this large, it would be the least of your priorities as you're more inclined on testing and stuff. Besides, the rest of the sequences are fine.

        I'd like to try double opt ins but these are buyers. Any hoop they have to jump to and I can say goodbye to their limited attention span (Anyone who have worked with a buyer's list can attest to this).

        Anyway, I'd like to thank everyone who gave their input. I guess I'm just looking for someone who had the same problem and was able to tweak it.
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    • Profile picture of the author ShaunL8
      I don't necessarily have the answers, but if people are reporting you as spam, then clearly that's the way they are viewing your messages - correctly or incorrectly so.

      1. As soon as they purchase and then every two days.

      Maybe look at the content of the emails. For some or other reason the people are reporting you as spam, which is, of course, a problem. I can understand that they could/would unsubscribe - I do that a lot myself he he he.

      As Corey says, maybe also be clear - probably in the first email - about how they can unsubscribe, rather than them reporting you as spam.

      I know there are some email auto responders that ask the person unsubscribing if they want to report the email as spam. I can't recall which off the top of my head, but I know that a few times when I have unsubscribed form lists I've been prompted to choose if I want to report the email as spam. Maybe check if your autoresponder service is doing that? I don't report people as spam because I know it's just a list, but people that aren't that experienced with online marketing might not realise it.



      2. I don't think anyone would use a double opt in for a buyer's list. Tried it once and got a lot of angry buyers trying to find the link to the download (even if they were directly re-directed to the download page after purchase).

      You don't need to do the double-opt-in immediately after or during the purchase. Maybe send them one follow up email with an opt-in option and explaining the benefits to opting in, rather than on an opt-out basis.

      After all, getting tagged as spam can't be doing you any good.

      3. It's a digital product. I don't know how to explain that they'd be opting into a list when they buy the product. I've bought a lot of digital products from cheap to premium and have yet to encounter anyone who informed me that I'll be automatically added into a list.

      I understand that dilemma, but, getting tagged as spam is worse. We have to realise that because we deal with internet marketing every day we understand we'll be put on a list. Maybe give the buyers an option to opt-out (very clearly) when they purchase. But also include the benefits of being on your list - maybe you can put together a few training videos about how to use the product, or the best way to, or something like that. Once they've got some benefit from receiving your email they'll get used to you and know what to expect.

      In the end, though, all my answers are generic of course, because I don't know the details, so sorry if I'm mentioning stuff that you are already doing.
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  • Profile picture of the author beserious
    my be your email list is old and there are many inactive users in the list... or may be more bounce emails in your list.... or your emails just land to spam box.....
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    • Profile picture of the author John Pagulayan
      It's a new one. This is a new campaign and all buyers were acquired just this December.
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  • Profile picture of the author Matthew Trujillo
    Keeping in touch with your subscribers on a regular basis and getting them familiar with your name and what you have to offer can lower your spam complaints. Always having the option to unsubscribe from your list is a must if you are using anything other than Aweber or GetResponse. I've been on lists in the past that offer no unsubscribe button, and I've been only lists that I don't ever remember joining. Keep your list warm and familiar with your name and always remember to provide solid value to your subscribers, if you do that than you won't have to worry about spam complaints. If you really want to be careful you can use double-opt vs the standard single opt in.
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  • Profile picture of the author jsyz426
    Question: Are the second and third emails sent to them in the same day? If so, then, do you send to the "un-opens"? That is one way to keep your complaints down. Another way would be to put your unsubscribe button right under your "Sender Name". most people would just choose to unsubscribe and not take the extra step to click spam. That made a huge difference for me. You loose more subs but if they arent happy anyway then they were probably useless to you anyway.
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  • Profile picture of the author OTrap
    One thing you can do in your emails themselves is to include an opt-out link at the top. I've done this and taken my spam complaints from 0.2% down to 0.03% within a couple emails.
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  • Profile picture of the author talfighel
    Try to add a Want to unsubscribe? Go To the bottom of this email.

    Try that and see if it helps.
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  • Profile picture of the author Chris Kipson
    Did you make sure that they add your email to their trusted senders? This would prevent your emails from landing on the Spam folder. Also, an unsubscribe option can help.
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  • Profile picture of the author Raydal
    Wow. That's a strange one. I've never received a spam complaint
    from an autoresponder series, never. Only on broadcast emails.
    How are these people signing up for your series? And on the very
    second email? How could they have forgotten already? Are you
    sure you have a SERIES?

    What I mean by this is that if you send a set of emails that are NOT
    related to each other then I can see how this can happen. But if
    a subscriber signed up for a series on how to grow tomatoes and
    the second email is about making money online then I ca see the
    confusion and so spam complaint.

    -Ray Edwards
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    The most powerful and concentrated copywriting training online today bar none! Autoresponder Writing Email SECRETS
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    • Profile picture of the author John Pagulayan
      Originally Posted by Raydal View Post

      Wow. That's a strange one. I've never received a spam complaint
      from an autoresponder series, never. Only on broadcast emails.
      How are these people signing up for your series? And on the very
      second email? How could they have forgotten already? Are you
      sure you have a SERIES?

      What I mean by this is that if you send a set of emails that are NOT
      related to each other then I can see how this can happen. But if
      a subscriber signed up for a series on how to grow tomatoes and
      the second email is about making money online then I ca see the
      confusion and so spam complaint.

      -Ray Edwards
      1. This is a buyer's list I gathered from selling an ebook.
      2. I don't think I'd drive that amount of sales, built that huge of a list, track my click throughs, open rates, deliverability and not know what a series is. And just so you know, emails are related to what they bought.
      3. I really hate to be rude but the condescending tone doesn't help.
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  • Profile picture of the author AmericanMuscleTA
    What boggles my mind.... Someone subscribed to my site last week, then sent me an email asking me some questions. I responded. Then, a few days later a new blog post was sent out. He opened it, then unsubscribed and marked my message as spam.

    What a nice guy he is. *Barf*
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    David Hunter | Duke of Marketing
    www.DukeOfMarketing.com
    www.BibleAndFriends.com

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    • Profile picture of the author JohnMcCabe
      Originally Posted by John Pagulayan View Post

      3. It's a digital product. I don't know how to explain that they'd be opting into a list when they buy the product. I've bought a lot of digital products from cheap to premium and have yet to encounter anyone who informed me that I'll be automatically added into a list.

      If you have a way to do just that, I'm all ears.
      "Unlike many other people with stuff to sell, I will not abandon you now that you've made an investment in my ebook. Watch your email, and together we'll get you where you want to be."

      Beyond that, I do notice a couple of things.

      The sample email you posted is a bit pushy for my taste, but that's neither here nor there. Where it might trigger some spam complaints is the way you dance around the idea of curing [disease] without actually using the word "cure". That, along with the aggressive tone of the email, might be setting BS meters to buzzing.

      The other thing - is there anything that might lead people to question whether you (as the product vendor) are a gal? If they get any clue that your name is John and a picture shows that you may be one of the ugliest "gals" on the Internet, it might make them think you are not what you profess to be...
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      • Profile picture of the author John Pagulayan
        Originally Posted by JohnMcCabe View Post

        "Unlike many other people with stuff to sell, I will not abandon you now that you've made an investment in my ebook. Watch your email, and together we'll get you where you want to be."

        Beyond that, I do notice a couple of things.

        The sample email you posted is a bit pushy for my taste, but that's neither here nor there. Where it might trigger some spam complaints is the way you dance around the idea of curing [disease] without actually using the word "cure". That, along with the aggressive tone of the email, might be setting BS meters to buzzing.

        The other thing - is there anything that might lead people to question whether you (as the product vendor) are a gal? If they get any clue that your name is John and a picture shows that you may be one of the ugliest "gals" on the Internet, it might make them think you are not what you profess to be...
        The one I shared IS the 2nd email. All the 'setting the expectation' stuff was done on the first.

        No B.S detectors buzzing here. As mentioned, all emails have an average of 78% open rate up to email number 15. (I doubt you'd open something that smells B.S. right from the second email. would you?).

        Oh and the one writing the email is a girl. The CREATOR is indeed a girl. I'm just the VENDOR so there's no need to profess that I'm someone I'm not.
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        • Profile picture of the author JohnMcCabe
          Originally Posted by John Pagulayan View Post

          The one I shared IS the 2nd email. All the 'setting the expectation' stuff was done on the first.

          No B.S detectors buzzing here. As mentioned, all emails have an average of 78% open rate up to email number 15. (I doubt you'd open something that smells B.S. right from the second email. would you?).

          Oh and the one writing the email is a girl. The CREATOR is indeed a girl. I'm just the VENDOR so there's no need to profess that I'm someone I'm not.
          Fair enough. But BS detectors are going off somewhere, or you wouldn't be here asking about how to lower spam complaints from that email. Right?

          If you don't like my advice, I'll refund every nickel you paid for it...
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          • Profile picture of the author John Pagulayan
            Originally Posted by JohnMcCabe View Post

            Fair enough. But BS detectors are going off somewhere, or you wouldn't be here asking about how to lower spam complaints from that email. Right?

            If you don't like my advice, I'll refund every nickel you paid for it...
            Oh, the advise was well taken.

            And about the refund ... I'll let you keep it.
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