how many e-mails to a customer is too many?

when to e-mail customers

[timk]

We are redesigning our website and wondering about how often to update our customers about their order status.

There are as many as 17 times we could notify them in a 3-4 day period about the production processing of their order. They can also place multiple orders.

Each of the 17 steps is an opportunity for change, review or approval. But is it too much? Should we limit the contacts to just a few critical points?

What about offering them a choice of lots of detailed e-mails, or just a few more important ones?

Thanks for the input...

[txbakers]

just a few critical points. Don't innundate your customers with emails or they will quickly NOT be your customers.

[cmatcme]

Even a daily email is a bit much. Thrice a week maybe.

[incrediBILL]

2 order notifications is MORE than enough.

1 when the order is placed.

1 when the order is shipped.

[Frequent]

Just set whatever policy is best and stick to it. I, personally only contact them twice. Once to confirm, and once to say it shipped. If they need more info they are invited to email us for a current status check.

Freq---

ps.- I apparently typed too slowly. incrediBill beat me to it.

[incrediBILL]

Another thought on this topic...

Opposed to sending a ton of emails, most sites these days have an onine order tracker where you can login and check status. If you actually update this people will use it and stay off the phone.

ps. sorry freq - you were just too verbose :)

[timk]

Thanks everyone - I guess I should reword my question - how have you solved the problem of reducing calls from customers inquiring about the status of their order?

We plan to launch our new site soon, and we will then have a better way for customers to check the status of their order online, but if you have additional ideas, I'd appreciate them. Thanks!

[Frequent]

My suggestion is to just tell them the day it will ship. Pad the number a little. If, when they order, you tell them it will ship on the 14th (for example) even though you know it will actually be ready to go on the 10th not too many customers will call until the day they were told it would ship. Another bonus, customers are generally thrilled when you call or email them to say that there order is ready early and will ship right away.

Underpromise and Overdeliver.

Freq---

[kevinpate]

> Underpromise and Overdeliver
So very true, in so many ways.

[consumer hat on]
Once someone ships an order to me, I absolutely promise that it is really, really, NOT necessary to flag my email for a new e-vite twice, thrice, even merely once a month, for a year, or more. I truly do not need to be asked to consider purchasing another item. I know the store is there, I was happy to spend the money, but do not be pushy, particularly do not be agressively pushy, or all e-vites for eternity will fall straight into bulk mail abyss.
[consumer hat off]