With so many addresses in your email list, it's easy to send an email to the wrong person or wrong account. We all do it once in a while. But what about vendors? How many support or sales teams get emails intended for someone else?
TripIt is a wonderful service that I've been using since 2008. Just forward all your travel confirmation emails to firstname.lastname@example.org to setup and maintain your itineraries. It's already a great product but their product teams have also been monitoring support logs to mine for additional requirements. Here's a common user problem:
It looks like you may have mistakenly sent a booking confirmation email to our support email address (email@example.com or firstname.lastname@example.org). Please forward your original confirmation email to email@example.com for processing.
Sometimes when we suggest making firstname.lastname@example.org a "safe sender," our customers inadvertently (and understandably) use our support address instead of email@example.com@tripit.com to your address book as well to prevent any confusion in the future. when forwarding booking confirmation emails. You might take this opportunity to add
If you were trying to contact our support team, please reply to this email and a member of our support team will get back to you as soon as possible.
How 'bout you? Are your customer support people encountering product problems that you're not hearing about? Go check with your support team. They are in communication with users (not buyers) and frequently have some insights on how to make your product even better.