Apr 1 2009
Of emails, and staying in contact – Part 2
In the previous post I looked at email contacts from the customer perspective, in this one I shall look at it from the company perspective.
As well as owning a web hosting service, I am also one of the support team on StartXchange.
I recently sent an email to my customers advising them of am upgrade to their account, only to find 10% of the emails were returned as undelivered. This means not only will they not be aware of the extra facilities on their account, but they face the prospect of having their account suspended when their renewal fee comes due. This is not something I want to to do, but sadly I am running a business not a charity.
On StartXchange we are constantly having to deal with non-delivered and automated response emails which takes time away from helping members.
So how can companies and customers work together to keep lines of communication open and both sides happy?
Customers:
- Keep your email address up to date, make a list me who has what email address.
- Allow plenty of time to change address over if you do change addresses.
- Keep your mail and spam filters up to date.
- Check spam / held mail folders regularly.
- Make sure your inbox is not full.
Companies:
- Make sure new members know what address to expect mail from.
- Remember, access to your customers email address is a privilege not a right, treat it with respect.