Let’s rap about Gmail’s “promotions” tab.
Specifically, people’s emails not making it to inboxes from Google shuffling it to the promotions folder. I wrote last month about why I don’t worry about it.
But, I got a good question about the customer service side.
Here it is, with my reply:
I really appreciate you addressing this and I certainly “get” your perspective on it, HOWEVER, What about when those tabs cause issues with people not seeing (at least in a timely manner) replies to support tickets they’ve sent in??
They end up all kinds of pissed off when they think they’re being ignored, even to the point of refunding on lifetime memberships and canceling monthly members.
I run the support desk and I often have issues with my replies ending up in the “Social” tab if I’m resending them the link to join our private Fb group, or maybe the promotions tab depending on what other links I may need to send, or even their spam folder.
Do you ever have this issue or heard of others who do? Any thoughts??
My advice:
Send them a real live piece of mail (with a stamp and everything) right when they buy, telling them how to contact you via phone and how to change their gmail preferences about the promotions folder, etc.
If they drama queen after that?
Tell ’em they’re dismissed, and find a better customer.
I’ve had to do that a few times.
And, believe you me, you’ll be doing yourself a favor.
Easy peasy Japanesey.
“Email Players” info here:
Ben Settle
