Question: When should you absolutely avoid a templated email response and why?
When There Is a Customer Complaint or Suggestion
"Templates are pretty useful and make life easier. I believe it's not about avoiding them but rather to create more personalized messages based on who they are for. However, it's advisable to customize personalized responses especially when there's a complaint or suggestion from a customer or vendor. This way, they know there is a real person behind the screen actually listening and hearing them."
When Communicating With a Prospective Client or Investor
"It’s one thing to send a template thanking someone for a purchase. It’s another altogether to send one discussing the details of an investment. If you take this cookie-cutter approach to building and maintaining professional relationships, you’re going to regret it - trust me."
For Bigger Clients
"For me, we typically use templated emails for our single clients, but when we have a big potential client such as a school, we typically do everything by hand. The bigger clients are the ones with the bigger profit margins, and they are the ones that are going to a business for a personalized service."
For Direct Interaction With Clients
"How do your customers want to relate to you? What is your brand identity? The purpose/intent of an email is to help you answer these questions by considering the following: Are you the face of your company? Do your clients interact directly with you? Is the email a newsletter (blogs/events/linkable assets) or client update/request? "