1–10 of 18 posts
The wrong way to "personalize" your startup's welcome e-mail
blaketech.wordpress.com
First, is it really that big a deal you got an email that looked like it was from someone personally but may have been automated (in fact you never proved that it was automated)?
Second, are you really that bothered that a company whose product is helpdesk ticketing software uses helpdesk ticketing software to manage customer correspondence?
Third, are you really that bothered by the informality of a web company?
The only mistake I saw here was using staff that are probably outsourced and certainly not native English speakers to handle sales questions.
Weak overreaction. First, is it really that big a deal you got an email that looked like it was from someone personally but may have been automated (in fact you never proved that it was automated)? Second, are you really that bothered that a company whose product is helpdesk ticketing software uses helpdesk ticketing software to manage customer correspondence? Third, are you really that bothered by the informality of…
(2) Again, related to the point above. I'm not bothered by the fact that they are using their software to manage their correspondence, I'm bothered that they tried to pretend they weren't. If I had sent an unsolicited e-mail I would have expected a prompt automated reply. But I didn't send an unsolicited e-mail, rather they reached out to me with questions and a misrepresentation of their knowledge of my company's website.
(3) I made it clear that it wasn't my style but that I understand how others may like it. And I don't agree with the implication that all "web companies" should be measured on different standards/metrics than brick-and-mortar companies.
Not surprised they're using gutter tactics like faux personal emails.
Weak overreaction. First, is it really that big a deal you got an email that looked like it was from someone personally but may have been automated (in fact you never proved that it was automated)? Second, are you really that bothered that a company whose product is helpdesk ticketing software uses helpdesk ticketing software to manage customer correspondence? Third, are you really that bothered by the informality of…
That by itself is not the big deal - plenty of emails are automated yet written in a personal manner (Dear Mr. Smith, etc etc) - but this one was deliberately deceptive. It purported to have looked at the customer's website, when it all likelihood nothing of the sort happened.
That's what left a bad taste in my mouth from the whole thing - it's scummy and misleading, hardly something you'd want to project onto your potential customers.
Calling a response to any sort of support mail a "ticket" is pretty common as well and certainly not worthy of offense.
Weak overreaction. First, is it really that big a deal you got an email that looked like it was from someone personally but may have been automated (in fact you never proved that it was automated)? Second, are you really that bothered that a company whose product is helpdesk ticketing software uses helpdesk ticketing software to manage customer correspondence? Third, are you really that bothered by the informality of…
(1) No, not at all. But I never claimed it was. I actually think it is a good idea to make automated messages appear to be from an actual individual...my point was that you need to be consistent...if you're going to be personal be personal throughout the entire process (and don't revert to a ticketing system halfway through...or don't let customers think you're reverting to a ticketing system). (2) Again, related to…
I guess with point (3), you can't have your cake and eat it too - you either have formal but impersonal or informal but personal. Web companies often opt for the latter, because engagement with customers as real people has proved to be a great long-term strategy.
Earlier quoted context omitted.
(1) No, not at all. But I never claimed it was. I actually think it is a good idea to make automated messages appear to be from an actual individual...my point was that you need to be consistent...if you're going to be personal be personal throughout the entire process (and don't revert to a ticketing system halfway through...or don't let customers think you're reverting to a ticketing system). (2) Again, related to…
Fair enough - I understand now that it was the inconsistency in their level of personality that was the issue. I agree that insincerity is bad but it's pretty borderline how much you'd read into one of these "semi-automated" emails anyway - most companies will give you the usual "we love what you're doing and want to help you out" and I don't think anything more if it than I do when someone says "hello how are you" w…