The "Customer Service" Address

One of the great things about email is the "Reply" button. With one click, you can create a response without looking up a single address. It's very easy and very natural and an integral part of the email experience.

When you send out an email campaign, what happens when a List Member replies to it? Should anything happen if a List Member replies?

If you're using an email deployment system, like, you can provide what we call a "Customer Service" address. All replies to your e-mail will return to whence they came first, getting processed and checked along the way, and then—if one is supplied—sent along to the Customer Service address.

By providing a Customer Service address, replies that are not determined to be remove requests, autoresponses, or bounces will be delivered to your email inbox, allowing you to monitor what customers have to say. There may be support requests, feedback about your service, or there have also been cases of customers trying to place orders by responding to an email campaign! All of those things are valuable. Some customers even have a "Challenge and Response" system that sends a reply with a unique link to click on, which will add you to their whitelist, insuring deliverability.

It's inevitable that some emails which, in actuality, are bounced messages will make their way into your inbox as well. You can choose to ignore these, take steps to contact the recipient, or remove them from your list.

Lastly, I can hear some of you saying, "My email has links to all of the information a List Member will need, they won't reply to it." Are you sure? You might be surprised to find out exactly what your List Members are saying.

Note-- users can set their Customer Service address by going to their Account Settings page, found in the "Home" tab menu.

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