LoyaltyLoop Reply-To Email Address

How to manage customers who reply directly to your survey invitation email

Do customers directly reply to your survey invitations in addition to completing your survey?  In most cases, this is what we all want - customer engagement!  However, you also may receive lots of auto-responses (e.g. vacation and out-of-office responses) that can fill up your email inbox.  Here is how you can mitigate this problem.

LoyaltyLoop gives you the option to change the "reply-to" email address in your survey invitation and survey reminder emails.  By default, the email address used as the "from" address is also used as the "reply-to" address.  However, you can override this by simply entering another valid email address in the "reply-to" field on Settings/Survey Invitation Email (and Settings/Survey Reminder Email).  While you can change the "reply-to" to anyone else in your company, consider these options too.

Using the email address for your ticketing/support system

If you have a helpdesk or ticketing system (e.g. Zendesk, FreshDesk, ZohoDesk...) connected to a specific email address, you might consider using that email as your "reply-to" address.  For example, our support email address is Support@LoyaltyLoop.com and our helpdesk system receives all emails sent to that address.  Using your support system email address as the "reply-to" allows your entire support team to monitor all direct customer replies.  They'll be in a position to more easily close/delete the out-of-office auto-responses, and isolate just those customer direct replies that actually have questions or need support.  In addition, using this helpdesk approach allows you to track direct customer replies to ensure your company has in fact answered the customer's questions.

Using a group email address

If you have an existing group email address (or can create a new group email address) which is monitored by multiple staff members, you might consider using the group email as your "reply-to".  While this doesn't give you the benefit of tracking what you get from using your support email address, this does allow everyone to see all the direct replies and hence allow more staff members to manage/delete the out-of-office responses while more quickly responding to customers with real questions.

While you can make these changes yourself in your Settings section, any LoyaltyLoop Admin can email our Support Team (Support@LoyaltyLoop.com) or call to request we update your "reply-to" address.