“Never understood why companies block replies to confirmation emails,” my friend Ted Sindzinski recently remarked on Twitter. “Fastest path for help = better service = better name. Any time a customer is forced into ‘system,’ it’s going to frustrate. Figure out how to capture without them doing the work.”
I’m a believer in this. That is why my email address is the reply address on every automated email that my community software sends out – and has been for at least 13 years. Not just confirmation emails, but any sort of notification message, too.
Now, I’m not saying that you need to put a real email address on every automated email – but at the very least, you should do so for every email that requires an action. When you ask a person to complete an action via email, you should make it easier for them to contact you if they have a problem completing that action. There is no easier method than hitting reply.