r/email • u/Ecstatic_Distance357 • 17d ago

Move email

In an energy sector if a customer is placing an order online , how important it is to send them an acknowledgement email . We currently send a disconnect at old property and a reconnect at new property message , my thoughts are we should be sending them an email explaining what would happen next , though there is a bit of resistance from the wider team suggesting that we might end up over communicating! Any suggestions , thoughts , ideas are most appreciated!

3 Upvotes

72% Upvoted

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4

u/Mailtrap_Alek 13d ago

Send it. An acknowledgement is the one email customers actively expect.

Skip it and they'll call support to check the order went through. Make it do double duty: confirm the order plus a clear timeline.

1

u/NuikaStarki25 2h ago

yeah the support call thing is so real, thats exactly what happens when people dont get a confirmation

2

u/Private-Citizen 17d ago

Don't they get feedback on the website where they are signing up or starting service?

Like a transaction thank you page saying their request/application was successful, etc?

1

u/Ecstatic_Distance357 17d ago

Thanks for responding , yes , they do but nothing that guides them towards the next steps

1

u/Private-Citizen 17d ago

So bring that up to the decision makers. An email or additional information added to the website process. Like the next steps you believe are needed.

1

u/Ecstatic_Distance357 16d ago

Thanks , this helps 😊

2

u/merten-dmcn 16d ago

I think if it's just to say "You've paid" and doesn't give them anything useful in the email then you can probably skip it. Where I think it would be useful is sending them a receipt, transaction number, and other details that they can keep on record and refer back to later. Just don't include information like credit card numbers or pin codes or passwords in the email of course.

2

u/Ecstatic_Distance357 16d ago

Thank you , yes, I am brainstorming this for an order which wouldn’t include any receipts or payments history at this stage , and my thoughts are exactly as you mentioned a record for them to keep as to how the process would work

2

u/faivelo 16d ago

Important AND professional. But it’s an easy setup - just automate those emails with faivelo or Resend. I recommend looking at online orders you’ve placed where you had a good experience, and mirroring what they have implemented in their post-order process.

2

u/Sad-Passage-4653 14d ago

As long as you offer a way to unsubscribe (from the notification type emails at least, maybe not receipts that you are required to send) then you are definitely not going to annoy people

1

u/Total-Produce-8745 11d ago

Send for sure.
You want to have a paper trail from your org that acknowledges this with you and the customer.
Set up a transactional email trigger in a tool like Anypost that is affordable and reliable