Confirmation emails are more than just a courtesy – they often contain crucial information for customers. What do you do when your confirmation emails aren’t being delivered? This article suggests ways to hone in on the problem and resolve the issue.
Organizations like hospitals and utility companies have email security systems that open and scan all emails prior to delivery. To ensure delivery, follow basic email best practices such as using a reputable email service provider, authenticating your domain, maintaining a good sender reputation, using clear and relevant subject lines, minimizing HTML and JavaScript, optimizing for mobile, avoiding URL shorteners, providing an easy path to opt out and removing bad names from your list. Test your emails with deliverability tools too. If this doesn’t work, you could try sending your confirmation emails as plain text.
Check your email statistics to determine if there’s a common denominator with the accounts that aren’t working – it might be certain domains or a Mac vs. PC issue. Check online to see if anyone else has experienced this problem and look for an easy fix. You may have to escalate the issue to the company’s systems admin so they can unblock your emails. Prepare contact information, descriptions of your organization and content, a sample email and demonstrate your bona fides to the people who are filtering emails.
If you can’t contact the systems admin yourself, you might have to ask your customer to do it. Put a note on your confirmation page that they should expect a confirmation email, and that if they don’t receive it, they should take additional steps. Ask for a secondary email or phone number, and send the confirmation there. You could also make the confirmation email irrelevant by putting all the information on the confirmation page, and encourage customers to save or print it. For high-priced items, you could also send the confirmation details by mail.
It’s important to monitor the deliverability and click-through rates of your confirmation emails. If it’s crucial information, like a key to unlock software, put a link in the email for recipients to confirm delivery and create a marketing automation routine. Ask customers how they want to be contacted if they’re not responding to email – SMS, WhatsApp, Facebook message, U.S. mail or a personal email. Managing different communication channels is a pain, but if your business relies on customers receiving post-sale information, you must find a way to make it work. Contacting customers is getting increasingly difficult, but the only solution is to dig in and find ways to accommodate user communication preferences and ensure that business-critical information is delivered on time.
Originally reported by Martech: https://martech.org/what-to-do-if-customers-arent-receiving-your-confirmation-emails/
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