How enquiries stopped landing in spam and the customer now gets a confirmation straight away.
Enquiries from the website came in through a form service and ended up in spam. The customer heard nothing until someone replied, and emails were forwarded by hand.
At a glance
- Target audience
- Business with enquiries through its website
- Problem
- Enquiries in spam, no confirmation
- What we changed
- Its own enquiry route with a fallback
- Key result
- Every enquiry arrives and is confirmed
From challenge to result
The problem
An enquiry that lands in spam does not exist for the person who has to answer it. The customer waits, hears nothing, and calls the next business. On top of that, every enquiry had to be moved to the right inbox by hand.
The approach
We built a dedicated mail server on the business's own domain. It checks the enquiry, delivers it to the right inbox and sends the customer a confirmation straight away in their own language. If the server goes down, a second route takes over, and after that a third.
The result
- Enquiries arrive in the business's own inbox, no longer in spam
- The customer gets a confirmation straight away in their own language
- No more forwarding by hand
- A person gives the real answer
What happens now
Form completed, fields checked, enquiry in the inbox, confirmation to the customer. After that a member of staff takes over.
- Enquiry received via form
- Fields checked
- Enquiry delivered to the inbox
- Confirmation sent, in German
- A member of staff calls back
What this means for a similar business
How many enquiries do you lose between your website and your inbox? Often you do not know, and that is exactly the problem.