We Do Not Monitor This Email

Have you ever gotten an email from someone and received a response back “Do not reply to this email address. We do not monitor this email address.” These two lines of text on the bottom of emails are interesting.

Think about it – what does it mean? I interpret it as: “We aren’t going to monitor this email address because it makes things too difficult for us.”

For companies, the whole point of sending emails (like notifications, newsletters, etc.) from an email address that does not receive replies (or is “not monitored”) is to make it more difficult for the customer to ask questions. If it is more difficult to ask questions, it is less likely that they will ask.

Some companies aren’t that terrible, though. Some companies will include a link to their support center or (less likely) provide an email address that customers can email if they questions. This is better than excluding the contact information all together, but why not just make it easy for customers to reply right in the email?

Advantages to allowing customers to reply in the email:

  • Usually easier for the customer.
  • Customers appreciate it when companies are easy to contact.
  • Representatives can tell what customer is talking about (customers can easily quote the part they are unsure about, preserve the subject, etc.)
  • More chances to wow a customer with great customer service.

Disadvantages to allowing customers to reply in the email:

  • More email accounts to monitor.
  • Likely more inquires/requests from clients.
  • More chances to screw up.

Solutions to disadvantages (in order of listing of disadvantages):

  • With most helpdesk systems, this is not a problem. Just another queue to glance over at and see there X number of open tickets.
  • This is something that can’t be avoided. Chances are, if your company is easier to contact, more people will contact it. You may need to pay a bit of overtime or hire another representative (relative to your company’s size).
  • Don’t screw up! If your staff is not screwing up most of the time, a few extra tickets won’t cause everyone to start screwing up suddenly.

To me, the advantages outweigh the disadvantages. Making it easy for customers to contact your company to inquire about newsletters, surveys, notifications, etc. is worth the extra effort it takes. Customers will appreciate it and you may even see increased sales.

For example: if a company sends me a newsletter with sales promotions. I don’t understand the terms of one of the promotions I’m mildly interested in. If I have to go out of my way to ask the question, I probably won’t. However, if I can simply quote that part of the email, add my question, and click send – I will ask. Then, if the answer is something I’m okay with, I may sign up.

See the possible benefits? Are your emails going to start being monitored?

2 Responses to “We Do Not Monitor This Email”

  1. CustomersAreAlways said:

    Nov 06, 06 at 4:28 pm

    Carnivale of Customer Service: More Reminders!…

    Is it Monday already!?!  I have to be honest and say that I really wanted to take the day off today (I worked all weekend on jewelry and writing), but I couldn’t let you readers down.  It’s Carnivale of Customer……

  2. Service Untitled » A friendly auto-response from Skype. - customer service and customer service experience blog said:

    Sep 02, 08 at 9:06 pm

    […] The line about not replying to the automated email is friendly and polite (as opposed to some emails that companies send). […]