Myth: Automated Emails Annoy People

Common Marketing Myths in 30 seconds Series

Many people think customers find automated emails annoying. But when done right, automated email journeys can actually improve the customer experience. Instead of sending broad, general messages, you can send specific, helpful ones based on what your customer is already interested in.

We’ll explain why personalised, trigger-based emails actually provide more value to your database as they deliver information that the prospect is currently looking for at the exact time they are looking for it.

What Is an Automated Email Journey?

An automated email journey is a sequence of emails sent automatically when a customer takes a certain action like visiting a product page or signing up for a newsletter. The goal is to deliver relevant information at the right time, based on that person’s interests or behaviour.

For example, if someone browses a product on your website, you can send them a follow-up email about that exact product instead of a general promotion.

Do people find these emails annoying?

Relevance makes all the difference.

If the emails are based on specific actions that the person has taken like browsing a specific product, doing research or making an enquiry on a specific product then they provide more value than a standard email campaign blast, as it is specific to what they care about. 

“People don’t actually find them annoying because if it’s automated, you can base them on a trigger and an action that person’s taken.”  

When your message connects directly to what someone just did like viewing a product or adding it to a cart it feels natural and useful.

From broad promotions to personalised conversations

Generic emails are easy to ignore - specific ones aren’t.

Email campaigns and blasts are by nature more broad as they tend to be sent to a broader segment of your database. Automated emails can focus on exactly what that person showed interest in.

“So, instead of sending them a broad alert with all of your products and all the things that you do, you are sending them a specific email that ties in with the specific product they were looking for.”  

Example:

If a customer browses a red dress on your website, an automated journey can follow up with similar styles or a restock alert. It feels like a helpful reminder, not spam.

The Power of Timing

Right message, right moment.

Automation works because it reacts in real time to a customer’s behaviour. That means they hear from you when they’re most interested, not days later when they’ve moved on.

“For example if someone was looking for a specific type of dress on your website. An automated trigger can then send them personalised recommendations for other similar dresses at the exact time they are looking to buy that style of dress and this is in essence valuable."

Why Personalised Automation Builds Trust

Customers feel understood, not sold to.

When every email is relevant and timed well, people see your brand as helpful. Instead of pushing random products, you’re offering exactly what they want, when they want it.

It’s not about sending more emails, it’s about sending smarter ones.

Automated email journeys aren’t the problem, irrelevant ones are. 

When your emails are triggered by what a customer does and tailored to what they care about, they become valuable, not annoying. Automation lets you speak to your audience one-on-one, at scale.

If you’re still sending one-size-fits-all emails, it’s time to rethink your approach. 

Start building automated journeys that feel personal and see how much more your customers engage.

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