No-Reply Email Address: What are they? Why are they Bad?

In this article, we discuss about what no-reply emails are and why they are bad for business, along with some alternatives to no-reply address.

Often times when sending out email marketing campaigns, we send out emails to thousands of subscribers. Having to respond to them can be a bit of a hassle. But it's your duty and responsibility as a business owner to answer your customers/subscriber's queries.

Having a no-reply@company.com as a reply to email can put off a bad reputation for your business. It insinuates that you do not care about your subscriber's or customer's feedback or opinion. It's actually quite hurtful.

Keep reading to find out what are no-reply emails and why they are bad for business, along with some alternatives to no-reply address.

Table of Contents

  1. What is a no-reply Email?
  2. Why should you not use no-reply email?
  3. Alternatives to No-Reply Email Address
  4. Best Practices to follow when receiving responses
  5. Conclusion


What is a no-reply email?

An email address using the format "no-reply@company.com" is a no-reply email address. Emails sent to this address are generally blocked or, worse, bounced. 

It's frustrating from a customer's point of view. A no-reply email address sends off a message that the company is not willing to take any responses or queries. They feel helpless in case they need assistance.



Why should you not use no-reply email?

When customer's or subscribers give you the right to send them emails regarding your business, it is only correct to allow them to voice their concerns. 

Although there are many reasons why you should not use no-reply emails, here are a few important ones that you should keep in mind.


1. Affects Email Deliverability

A lot of internet service providers and email service providers like Gmail have filters. These filters prevent spam emails from landing in their client's email inboxes. They also block emails with no-reply emails.

When you spend hours designing your marketing emails and perfecting your call to action, you do not want them to go to spam. If you use a no-reply email, this may very well be the case. All your efforts will be in vain. You do not want that, so refrain from using a no-reply email.


2. It can frustrate your customers

Imagine you get an interesting email from a company, and you have some opinions or inputs on it. Your normal reaction would be to respond to the email and give them your feedback. Now imagine when you hit reply, you get a notification saying the email cannot be delivered. Or maybe the email does get sent, but you never get a response. Frustrating right? Well, that's what your audience would go through as well.

No matter how big of a business you have, your customers are individuals too. And making them feel like their opinions are not worth listening to can be off-putting. You do not want that. 

Most businesses use no-reply emails to save time by avoiding receiving any responses from customers. Although you might save some time by using a no-reply email, you are doing it at the cost of a customer's user experience and the reputation of your company.


3. You will hurt your email marketing

One of the main advantages of email marketing is you get to engage with your customers. If you use a no-reply email, it defeats the whole purpose. You will not be able to build a bond with your customers if they can not respond to your emails.

You will miss out on valuable feedback and opinions. 

Not just that, it is, in fact, illegal to send an email with an address that can not receive responses. 


4. Your emails could get marked as spam

Imagine a scenario where a customer tries to respond to your email, and they get a notification saying their email can not be delivered. They are going to think your email was spam and mark it as spam.

In addition to your emails being marked spam by internet service providers and email providers, they could get marked spam by users as well. If too many users mark your emails as spam, it could lead to your address being blacklisted, which prevents any emails from being delivered.


Alternatives to no-reply email address

Now that it is clear what no-reply email address are and why you should not use them, we can focus on replacing them. 

Come let's have a look at some of the alternatives.


1. hello@company.com

ReallyGoodEmails are showing us how it’s done! hello@company is the exact opposite of a noreply@company email address. It shows that you are willing to take responses from customers.

This sends a really good message and makes the customers feel like they have a place where they can voice their concerns or feedback. It does not make them feel like they are being ignored. 





Really Good Emails Template

With MuxEmail, you have the ability to put in a reply-to email address as you design your email marketing campaign. This way, you can send your email newsletters from a more personalized email address. But all the responses will go to the reply-to email address.


MuxEmail Broadcast Dashboard


2. support@company.com

support@company is also a great reply-to address. This shows, that the company cares for its customers and is always there should they require any assistance.

Setting up a support email address helps in many ways. It’s easy to remember and people can always drop an email to it whenever they require assistance. It’s a great way to know if your email links are working as intended as if it does not, people are sure to send an email regarding the error.

Below we have The Boring News Co. use support@boringnewsco as their reply-to email address.



The Boring News Email Template




3. name@company.com

It’s always good to use a name, preferably first name. Using a name gives a more personal feel to it and your customers will know who they are replying to. 

It makes the conversation feel more personal and casual rather than a business transaction. It also helps people engage with you better. 

It’ll be much less intimidating for customers to respond to email campaigns or newsletters if they think they’re going to be talking to a real person.



Best Practices to follow when receiving responses

Now that we have discussed alternatives to no-reply emails, let’s see some of the best practices to implement when receiving responses from your customers or subscribers.


Set up a dedicated email address

Setting up a dedicated email address is very important when receiving responses. You don’t want your main account to be flooded with important emails aswell as response emails. 

Separating the two can help you manage them easily. If you set up an email address where you only receive responses, you don’t have to worry about missing out on some really important emails.

With GSuite, this can be done quite easily. Other setups might require the help of your technical team. Either way, it’s an important step for staying organized.


Provide Support

Many times, customers reply to emails to voice their concerns or ask questions. You should be prepared to answer any question your customers may have. Before sending your email marketing campaign, put yourself in the customer’s place and think about what questions may arise.

Including links to help articles, FAQs, blogs are a great way to keep the conversation going and increase engagement. Moreover, your customers will first go back to these documentations before asking a question next time and it will overall help the customer’s user experience.


Filter automated responses

Most companies receive automated email responses once an email campaign has been sent. They are usually out-of-office messages or notifications when an email delivery fails. 

You can set up basic filters to filter out any email containing keywords like ‘automated response” or “message delivery notification”.

This will save you time and you can focus on the real concerns the customers have.


Watch out for Unsubscribes

People generally tend to reply to emails to opt-out of newsletters or campaigns in case they miss the unsubscribe button.

Respect these requests and make sure to remove these subscribers from your email list. The last thing you want to do is keep sending them your emails. This could be disastrous as they may mark your emails as spam and your address may face the consequence of being blacklisted.

Although the recipients right to unsubscribe must be honoured, here is guide to reducing unsubscribe rates.



Conclusion

Using a no-reply address in an email is a terrible idea. It will not only annoy your consumers but will also have a bad influence on your email deliverability.

It's preferable to use senders who create trust in your audience when creating email campaigns, newsletters, and transactional emails.

It's always better to put your consumers' needs first when it comes to email marketing since this will always result in more engagement and client loyalty.

With this, I hope I have convinced you why no-reply emails are a bad idea. Happy Email Marketing!


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