Joran Hofman
April 3, 2021

What is a Complaint?

A complaint is an expression of dissatisfaction or concern by the public; made about the conduct, standard of service, actions, or lack of action by the ones responsible for providing the services.

Types of Complaints in Marketing.

Expressions of dissatisfaction are pretty common in Digital Marketing; thanks to the intrusive advertisement with malicious content or badly designed; therefore it can be said that there are plenty of types of complaints in the marketing field.

Spam Complaints: Many senders think of marketing email campaigns as one-way communications with no real dialogue back to the sender. But it's  really important to know and understand that even if the recipients do not answer back to the sender by replying to the email, they have other ways to communicate with the sender thanks to their activity be it opening the email, clicking, deleting, spam markings, complaints, and whitelisting their address.

Spam complaints are a straightforward way recipients use to say to the mailbox providers that the emails are unwanted and that they don’t want to get more. Mailbox Services attempt to protect their users from unwanted mail and heavily factor spam complaints obtained from the users into their filtering decisions.

If sufficient recipients are moving the advertisement emails from their inbox to the spam or junk folder, this will flag the sender’s email as spam and that will probably make the email address to be blacklisted.

Customer Complaints: Customer complaints can be said to be the gaps between what a business promises to the customers in terms of the product or services being offered and what customers get. Most of the time, when this type of conflict happens, the promised customer experience obtained ends up being poles apart from what was offered before.

There exist different types of customer complaints. And each one of them could be related to different reasons like a) Problems in communication, b) internal processes of the company offering services or c) bad quality of service offered. Realizing that a complaint is an opportunity to make positive changes and better the customer’s overall experience makes it easier to turn conflict into positive change and a way to grow. Customer complaints can tell a marketer how to better their digital campaign and how to resolve issues – if they’re taken seriously– to get better reach and awareness.

How to avoid Spam Complaint emails?

Email marketers might see the spam tag as an evil device that destroys their email reputation while they’re forced to bear with it without knowing why it is happening.

And while it is true that spam complaints can have a disastrous effect on the reputation and work of email marketers, it is essential to know that there are tactics and tips to lower the possibilities of being marked as spam.

  • It is important to be recognizable, making it easy to recognize the sender as most of the time, the cause that an email is marked as spam is because the recipient cannot tell who it is from.
  • Making the unsubscribe button visible also helps not to get marked as spam, so is having an easy way to unsubscribe at hand, as it will make it less likely to have emails marked as spam.
  • Using no-reply addresses isn’t recommendable. Sometimes, recipients will try to email the sender to communicate that they don’t want to keep getting the emails, and not being able to send an email back will make recipients think that the emails are spam.

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