Part of any good marketing plan is to have as many points of contact for your client as possible. Some people buy online, others like stores, and still many prefer to call. A way for the red fish, the blue fish, the one fish and two fish, if you will. Making sure that it is as easy as possible for your clients to contact you is key to good customer service.
More importantly though, making sure that you have solid support for those who have problems or troubles with your service can make or break your social profile. With that, it is required that all “High Volume Sender” clients create and register an “abuse” email address but highly recommended for all. Remember that in the eyes of social media, a bad experience made up for is sometimes better than a good experience. Turn those green eggs and ham naysayers into fans.
In just the same way, having a channel for email abuse can be very powerful tool. It prevents complaints from going up the chain of power, which can eventually cause reputation issues that lower your deliverability and email performance. Setting up an abuse channel does not take much time, and it is obligatory for any serious email marketer. Below are some quick instructions on how you can set one up for your company.
First and foremost, the abuse address should be your main channel of contact for any email recipients to contact you regarding complaints or problems. If you do not have direct access to your email network, contact your IT administrator and have them create an “firstname.lastname@example.org” address for your domain. In the case of multiple domains, you will want an address for each domain. Once this address is created, assign somebody to monitor this account on a daily basis. For your convenience, we have created step-by-step instructions on how to create such an email address from the following hosting companies (click on the name):
Abuse.net is a free online service that allows users to lookup any domain name, and find the abuse address for that domain. Registration is very easy.
From the “abuse@” address that you created earlier, send an email to “email@example.com” with the subject-line “Submitting new entry”.
For the content of the email, simply add the below, just be sure to replace “example” with your domain name:
If you are adding more than one domain, be sure to do them on separate lines like below: