Submitted by Dave Free on Wed, 07/26/2006 - 9:30am.
Mandar, you make an interesting point. Even so, I think that auto-generated replies serve a very useful purpose if worded correctly and used as part of a total solution. The main purpose of the auto-reply should be to thank the person and let them know that their comment has been successfully received and is being considered. Some expectation setting can also be done, like your example of getting back within 24 hours--better to let them know up front what to expect if that is really the best you can deliver.
Would an immediate personal response to each comment be better? Sure, but typically that is not economically feasible. So use the auto-generated response combined with some human intervention. Monitor the comments and personally intervene in the 3 to 5% that are "hot" and need quicker attention. As you step in and exceed the expectation set in the auto response you'll be a hero....
Reply
Seeds from the blogworld
We search the business blog world looking for posts that illustrate principles, or "Seeds", that if followed, or "planted", will help small businesses grow. We list them here for your convenience. Enjoy.
Mandar, you make an interesting point. Even so, I think that auto-generated replies serve a very useful purpose if worded correctly and used as part of a total solution. The main purpose of the auto-reply should be to thank the person and let them know that their comment has been successfully received and is being considered. Some expectation setting can also be done, like your example of getting back within 24 hours--better to let them know up front what to expect if that is really the best you can deliver.
Would an immediate personal response to each comment be better? Sure, but typically that is not economically feasible. So use the auto-generated response combined with some human intervention. Monitor the comments and personally intervene in the 3 to 5% that are "hot" and need quicker attention. As you step in and exceed the expectation set in the auto response you'll be a hero....