Maybe I’ll make this Chris’ Law #893.
I feel like if I get a text message, any text message, I should be able to respond to it. Like if it’s an appointment reminder, cool, thanks, I can respond to it and tell you to cancel it. Or confirm it. Or ask you clarifying questions. And whoever or whatever is on the other end should answer me.
I feel like if my phone rings, I can pick it up and there should be an opportunity to talk to someone. Ya know, like phones facilitate.
I feel like I get an email, I should be able to respond to that email with whatever makes sense.
Down with “do not reply to this text”.
Down with automated robot phone calls.
Down with noreply@buisness.com.
We live by this at CodePen. If we send you an email, the replyto email address is support@codepen.io and you can reply to it and talk to us. Anything from a transactional email to the weekly newsletter. The volume, at many millions of users, is manageable.
If you’re poking your customers with communications, they should be able to poke you back.
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