Have you received an email from a business and wanted to reply to it — but the email had “no-reply” in the sender’s address? Did you need to hunt down a customer service email from the business’s website, or waste time trying to reach someone — anyone — through social media?

Chances were you weren’t left impressed by the experience.

If you’ve ever felt like you’ve needed to jump through unnecessary hoops to reach someone at a business due to a no-reply email, rest assured your own customers will feel the same way if you’re sending no-reply emails.

What are no-reply emails?

A noreply email is an email that a recipient can’t respond to. They will often come to you from an address using a format like “noreply@company.com.”

no-reply email

Why do businesses use no-reply emails? Many businesses use a no-reply email address in their marketing emails, order confirmations, and newsletters for a few common reasons.

  1. Businesses don’t think they have the bandwidth to view and respond to every email that comes in
  2. They worry about clogging up their inboxes with bounced emails and out-of-office notifications
  3. They don’t know the ways that no-reply emails negatively impact their business’s reputation

Why do no-reply emails lead to a bad customer experience?

There are multiple reasons you shouldn’t use no-reply email addresses — and it all comes down to customer experience. “Do not reply” email addresses can harm your business’s reputation, impact email deliverability, and put your emails in the dreaded spam folder.

No-reply emails will frustrate your customers

Customer experience is everything. Amazing customer experiences make every customer feel like they’re your most important — and that involves two-way communication. It’s hard to be loyal to a business that seems like they just want to talk at you but never listen. No-reply emails are a one-sided conversation, and a good way to lose engaged customers.

human touch statisticSource: West.com

You may miss out on important feedback, new leads, and sales

A customer may reply to your emails for many reasons. They might be having trouble completing a purchase. They might have an issue with your product — or might have a suggestion for a new product. They may want to give you amazing feedback you could include on your website as a testimonial. But if they can’t reply to your emails, you’ll never find out!

Your Therapy SourceIt’s hard to get amazing customer testimonials without open communication. Learn more about Your Therapy Source here.

You can’t improve your customer experience if your customers can’t respond to you. And if you make it hard to respond, you’ll be stuck trying to improve a bad customer experience.

It can negatively impact your email deliverability

Businesses are legally required to include a way to opt-out of their marketing emails. But if contacts can’t find the opt-out link, they often reply directly to a no-reply email when they try to unsubscribe.

When the response doesn’t go through, those contacts will mark you as spam so they don’t have to receive your emails anymore — and that affects your deliverability.

How ActiveCampaign uses CXA to avoid no-reply emails

How was ActiveCampaign able to stop using no-reply emails? We use customer experience automation to take care of mundane tasks, so we have more time to provide a human touch to customers reaching out to us.
CXA

At ActiveCampaign, we’re passionate about our customers’ success, and truly want every user to have a platform that works for them. The best way we know how to ensure the platform is one that actually delivers what it promises, is to use it for ourselves.

We don’t just sell customer experience automation — we live it. We believe that our ability to succeed is tied to our ability to deliver connected experiences and leveraging automation through our own solution.

We’re so committed to no-reply emails, we guarantee it

Our promise to never send you no-reply emails is guaranteed as part of our newly expanded Customer Success Commitment. We’re proud to be the only Customer Experience Automation provider promising excellence in value, service, and trust.

ActiveCampaign customer success commitment

We have added a new “Access” pillar, which guarantees you access to everything you need to help your business find success. The Access pillar is made up of the following 5 promises.

The right to respond to every message you receive
We are the only provider that guarantees that every message you receive from Activecampaign comes from an account that’s monitored by real people who will see your reply.

Flexible solutions for companies of every size
Every ActiveCampaign user has full access to the industry’s only Unified Data Model, which makes customer data across your tech stack accessible and actionable.

Inclusive to businesses around the world
ActiveCampaign has customers in over 170 countries, and we’re committed to being accessible in each of them through a platform, content, support, and trainings in over 6 languages.

Delivering on CXA in every channel
No one likes to feel they’re talking to a void. That’s why we’re available in the channels you care about — like email, chat, and social. Reach out to us and we’ll respond in a timely manner.

Your ideas made real for a better platform
We’re constantly improving our platform to give you the best tools available, and you help drive those changes. We listen to what you tell us will make the platform even better — and make it real.

Want to learn more about the ActiveCampaign Customer Success Commitment? You can review all 22 promises we make to our customers here.