Is it OK to use noreply@mywebsite.com in my autoresponder?

14 years ago

People do it all the time. It's annoying to me. But what is the alternative a slew of unanswered emails?

Put your contact information on the email you send. Make sure your real customers can get ahold of you then don't worry about it.

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alextsui

14 years ago

Hi,

As a customer, I personally don't like to see a noreply email address in the "reply to" field. I get the feeling that this guy just wants to sell to me but don't want to talk to me.

Therefore, I always try to reply personally to queries. If you want them to go through a helpdesk, probably you can put an autoresponder with the message "please submit a ticket here..." in the reply-to. At least, they can simply reply to the email and get a response. Most people are so used to replying emails that they sometimes don't notice the link at the end of the email.

Alex

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KarlWarren

14 years ago

Originally Posted by chickenlittle

The reason is I would like to put all my customer support requests through my helpdesk not my email account. So I would put the link to my helpdesk just at the end of each email so it is easily visible for my customers.

Before I read the post (after reading the thread title) I thought... "why would you want to do that?" after reading your reasoning, I can understand it from your point of view... BUT, think about it from your customers point of view.

What do they want and expect?

To me, noreply@ basically means "we're not listening"

Kindest regards,
Karl.

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Ruka

14 years ago

hmm it's a toughie.

I guess I have to weigh up the extra time on my part + chance of their emails getting lost + potential customer annoyance, vs the better efficiency of the helpdesk.

Now what would be really cool is if there was a helpdesk software that would automatically grab the emails sent when they hit reply, and automatically make a new ticket for them!

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Loren Woirhaye

14 years ago

I don't feel it's a good idea. It makes it hard for subscribers
(AKA people with money to pay you) to relate to you and
ask specific questions about what you sell, and questions
are buying signals.

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askloz

14 years ago

I think its unprofessional and rude to have a noreply@domain.com as your addy.

beside that, most of those type of email addresses go in the spam or junk mail folder

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GarrieWilson

14 years ago

It's a violation of CAN-Spam if it bounces or not seen by a person if I'm not mistaken.

I just put a footer that says "Need to contact me? Visit: "

Most people visit the site and a few still reply.

Garrie

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askloz

14 years ago

No its not a breach of the canspam, can spam requires a physical address at the end of each email and unsubscribe link

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GarrieWilson

14 years ago

Originally Posted by askloz

No its not a breach of the canspam, can spam requires a physical address at the end of each email and unsubscribe link

Wrong.

If I reply and ask to be removed and it bounces or is never read by a person, you violated Can-Spam for not removing me. Having a remove link doesnt always change that either.

Also, it could fall under false headers depending on how it's done.

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askloz

14 years ago

No I'm not.

It's a fact that you need to have your physical address in the email, if not, you're in breach of the CanSpam act. And a unsubscribe link.

Sure, if they dont have either, they're in breach, and if they dont remove you when asked, again, that's a violation.

Originally Posted by GarrieWilson

Wrong.

If I reply and ask to be removed and it bounces or is never read by a person, you violated Can-Spam for not removing me. Having a remove link doesnt always change that either.

Also, it could fall under false headers depending on how it's done.

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GarrieWilson

14 years ago

Originally Posted by askloz

No I'm not.

It's a fact that you need to have your physical address in the email, if not, you're in breach of the CanSpam act. And a unsubscribe link.

Sure, if they dont have either, they're in breach, and if they dont remove you when asked, again, that's a violation.

Go ask an FTC attorney.

1. It does NOT say unsubscribe link. It says method.

Tell recipients how to opt out of receiving future email from you. Your message must include a clear and conspicuous explanation of how the recipient can opt out of getting email from you in the future. Craft the notice in a way that's easy for an ordinary person to recognize, read, and understand. Creative use of type size, color, and location can improve clarity. Give a return email address or another easy Internet-based way to allow people to communicate their choice to you. You may create a menu to allow a recipient to opt out of certain types of messages, but you must include the option to stop all commercial messages from you. Make sure your spam filter doesn't block these opt-out requests.

2. A "no reply" address can be considered forged headers.

Don't use false or misleading header information. Your "From," "To," "Reply-To," and routing information - including the originating domain name and email address - must be accurate and identify the person or business who initiated the message.

The CAN-SPAM Act: A Compliance Guide for Business

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kenharthun

14 years ago

I don't think do-not-reply is a good idea. FWIW, I make it easy for my prospects and customers to communicate with me. I always put a valid reply email address tied to my domain. If you're doing your own hosting, it's simple to set up an email address and then filter it with your email client into a folder.

Example: I have an Aweber list called "hartaffcash" on my domain kensinfodeals.biz. Set up hartaffcash@kensinfodeals.biz and use that for the reply-to address. Then go into your email client (I use Thunderbird) and set up a filter that basically says, "If an email comes from hartaffcash@kensinfodeals.biz, send it to hartaffcash folder on my inbox."

I never miss a reply and I always respond personally. For those who call my phone number, it's a Google Voice number that has voice mail and I also always return those calls.

It's all about trust. If they can see you're real and you care, you'll build trust. One of the first things I do when I get on someone's list is to send a personal message and see if it gets answered. If not, it's goodbye.

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Ruka

14 years ago

Thank you for all the replies - Aweber's response was especially telling.

I am feeling now that I would like to have a support@mywebsite.com email in Aweber, that forwards into my helpdesk software. Reasons are scalability of the business and time constraints. I can't always be there answering emails - but I can make sure my help desk is manned 24/7.

So I am having a look to see which help desk software can do email piping - unfortunately HESK is out - that was my favourite til now ...

Edited to add:

Looks like OSTicket does it!

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crolsen89

14 years ago

Originally Posted by chickenlittle

Thank you for all the replies - Aweber's response was especially telling.

I am feeling now that I would like to have a support@mywebsite.com email in Aweber, that forwards into my helpdesk software. Reasons are scalability of the business and time constraints. I can't always be there answering emails - but I can make sure my help desk is manned 24/7.

So I am having a look to see which help desk software can do email piping - unfortunately HESK is out - that was my favourite til now ...

That's a really good idea. In my opinion, even if the email address noreply@mysite.com has a support footer in the email, that's still not the best thing. Personally, if I buy a product and see a "noreply" email address, I assume that that person only wants my money and doesn't want anything to do with me after I buy the product, and then I'll probably never buy a product from them again. Make your customers feel good, and chances are they'll buy from you again, should you release another product. Obviously, if you get a TON of customers, it would be difficult to answer all of their emails, but still, do what you can, and it'll make people happy.

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Troy_Phillips

14 years ago

Guess how I decide to stay on a list or not . About once a month I hit the reply button from several list I am on . No reply gets a quick unsub in a few days .

To my surprise ... I have received replies back from some of the biggest names in the business and no replies from many that go above and beyond trying to play the nice guy that always wants to help

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Is it OK to use noreply@mywebsite.com in my autoresponder?

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