Businesses of all sizes use general purpose email addresses, like firstname.lastname@example.org or email@example.com, as conduits for information, Support, Sales, Billing, and other requests from customers. On the surface, there is an apparently very good reason for this: many customers appreciate the simplicity of being able to send an email message. It’s best to be as flexible as possible and reduce the time that the customer must spend to get a response, right?
There are actually many significant downsides to accepting general customer requests via email; downsides which can actually cause friction, slow the response process, or result in missed opportunities. We will cover many of these issues, below. The solution, is to use targeted specific web-based forms to collect customer requests; we will also discuss why this is a better approach.
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