Many times, customers don’t see or just ignore the no-reply address. Most people don’t even check the email address when responding, they just hit ‘reply.’ When you don’t answer, they think you are ignoring them. Or, worse, they get a “cannot deliver” notification, which makes them think your first email was spam.
You contacted them from that email address, and most users do not understand why they can’t reply. In their mind, every email address has someone the other end.
Think about it from the user’s perspective:
You receive an email from your favorite company. You have a brilliant thought, so you hit reply. Maybe you want to ask them a question or offer feedback about their newest product.
Two seconds later you get a “cannot deliver” notification. Or worse, an impersonal email stating that the email box isn’t monitored.
You are annoyed, but you head to their website and find their contact email address. You send the email, but you are a little put off by the extra step. Why don’t they want to hear from you? Maybe they don’t really value your thoughts.
Don’t create a pain point just for the sake of a cleaner inbox.
Lastly, don’t forget to keep in mind what you are actually saying to users.