Please Help: Suggestions for when customers can't receive emails

[Anonymous]

Our customers request to be on an email list letting them know about important product updates. Unfortunately, about 40% of customers on that list are not receiving our emails.

We are working with one customer in particular who has confirmed for us that we are not appearing in the Spam box, yet nobody at her organization is receiving any email communications from us.

All emails appear as "Sent" and "Delivered" in Marketo.

Is there anything we can do on our end? What can our customers do?

[Anonymous]

Hi Amy,

Sounds like the email servers on the customer end may be blocking the emails from getting into the inbox. Have you tried sending a text version from an actual named person (e.g. sales rep)? That may increase the chances of getting the emails through to their inbox.

Have you also tried posting your communication directly in the customer portal? We've done that a few times for major announcements.

Hope this helps.

[Anonymous]

Hi Michelle,

Thank you very much for your suggestions. I had no luck either with sending it from an individual person.

I guess maybe we will just have to try another route of communicating these weekly messages.

Thanks again!