No-Reply is evil

angry-desk-flip

This is Monday morning, and I want to talk about UX (hype initials for User Experience).
You know, this discipline made to ensure that your users feel comfortable when using your product.

A basic rule in UX is to never restrict your users. It may seem logical, but many companies sucks at this.

Te famous ”noreply@yourcompanyhere.com” is typically one of these useless annoying anti-patterns. 

Seriously, why would you want to prevent your recipient from responding if she wants to? … Because there is no inbox at the other side?
Okay… We are in 2014, creating a mailbox or setup a redirection became a stupid thing.

Maybe for organizational matters, to avoid emails coming from anywhere (aka “out of provided feedback or contact area).
The fact is that it makes no difference: you allocate time and/or staff to answer your customers (otherwise you have a serious problem that goes beyond the scope of this post!).

My most recent experience is with a crowdfunding platform.
After submitting a project for validation, I got the following mail:

Hi,

Thanks for bringing your project to us. Unfortunately, we won’t be able to validate it for now. This is a great project, but your description lacks the following information: ….. . Feel free to get back to us with more information.

Sincerely

You got it, the from address is noreply@XXX.com.
In other words, they asked me to provide more details on my project (and I was eager to do so!), but they destroyed my impulse with a dead end…

In the end, I had to reconnect on the website site, find a contact address in the forum associated with my project, and copy/paste the content of my mail to make a new one. Not a big deal, but still frustrating.

Seriously, don’t do noreply…

  • You bother your customers/users
  • You miss feedback or other useful ‘hot’ information
  • It doesn’t cost you more to redirect replies to the appropriate service
  • These are things that create unsatisfied users

No-Reply, in the ‘Why the fuck’ caterogy, is  pretty well placed!