Express Email Marketing FAQ
What is Express Email Marketing?
Express Email Marketing® is an online service that connects you with your customers, members, and contacts through permission-based email marketing. Express Email Marketing helps you build and maintain a 100% permission-based Contact list, nurture customer relationships, and increase your business through the scheduled delivery of email newsletters, announcements, promotions, and other targeted email campaigns.
With Express Email Marketing, you can advertise sales, events and more with full-color, professional emails. A host of handy features make it easy to customize your emails to suit your needs.
Use Express Email Marketing to find out what your customers really want — create, send and tabulate surveys with the survey tool. Express Email Marketing doesn't limit the number of surveys you can create. This lets you reach out continually to your customers for feedback.
For more information on building campaigns, see Setting Up Express Email Marketing.
If I have multiple businesses, do I need more than one copy of Express Email Marketing?
Yes. Express Email Marketing® is designed to help you manage Contact and campaign activity based on a single business or organization.
The difficulties of managing permission-based email marketing activities for different businesses using a single copy of Express Email Marketing include, questions of maintaining a truly permission-based Contact list among multiple companies, and complying with anti-spam laws that require a clearly identified source of the email.
What is an Express Email Marketing survey?
An Express Email Marketing® survey is a single Web page containing a series of questions that you define. You can invite individuals to answer questions that generate customer feedback, marketing information, and interaction between people. You compose the survey, and Express Email Marketing formats the pages and posts your survey to the Web.
Customize Your Survey By:
- Determining the exact questions to ask.
- Making specific questions required.
- Determining the order in which questions are displayed on the survey.
When you create a survey, the program creates a button or link you can place on your website, in a campaign mailing, or on any web page. Anyone who clicks the link is taken directly to the survey. You can access the link after you open each survey.
Express Email Marketing collects and processes responses, and then makes the results available to you.
What is a confirmed opt-in policy?
Express Email Marketing® uses a confirmed opt-in policy to ensure, by email, that Contacts intend to join your mailing list.
Contacts become active when they:
- Open three campaign emails.
- Click on the confirmation link.
This policy guards against the possibility that a third-party could add a Contact without their knowledge or permission.
What is permission-based email?
Permission-based email refers to email messages sent to Contacts who requested them, in contrast to unsolicited email messages or spam. You can obtain specific permission to receive email directly from a Contact, or have an existing customer relationship that implies the customer wants to receive your email messages.
Many people, particularly email marketers, have varying definitions of what constitutes permission-based email in terms of direct or implied consent.
Express Email Marketing® requires that each recipient of a campaign agree to receive your communications either directly (by opting in to your contact list) or indirectly (by you indicating an ongoing relationship with the contact that the contact does not dispute).
Build your permission-based email list by creating and placing a sign-up form, called an Opt-In Magnet, on your website. Visitors to your site can then use the form to subscribe to your mailing list. To learn more about Opt-In Magnets, see Working With Sign-Up Forms in Express Email Marketing.
Can I re-send an Express Email Marketing campaign?
Yes, under two circumstances:
- If you sent an Express Email Marketing® campaign and there were undeliverable email bouncebacks, you can re-send the campaign to re-try delivery to qualifying bouncebacks.
- If your campaign contact list included contacts that were not validated opt-ins at the time the campaign was originally sent, you can re-send the campaign to any newly-opted contacts, if present.
NOTE: Bouncebacks can occur for several reasons. Some, like our email engine receiving an auto-reply from the receiving email server, allow you to re-send the campaign. Others, like an invalid email address, do not allow the re-send. The Bouncebacks total displayed on the Resend Campaign screen includes all bouncebacks regardless of the bounceback type. Example 1: The Bouncebacks total displays 10 bouncebacks for the campaign. Five of these can be re-sent and five cannot. Re-sending the campaign will re-send it to the five eligible contacts only. Example 2: The Bouncebacks total displays 10 bouncebacks for the campaign. All 10 of these are ineligible for a re-send. In this case, Resend will be disabled.
Why has my Express Email Marketing account been suspended because of spam?
We suspended your Express Email Marketing® account because we received too many spam complaints. This means than an unacceptable number of recipients of your email campaign have actively flagged the message as spam and indicated that they either did not ask to receive the messages, or that they do not know who you (the sender) are.
Our Universal Terms of Service Agreement, Express Email Marketing Terms of Service Agreement, and Anti-Spam Policy require you to refrain from sending spam, as it is an illegal activity. Remember that we define spam as any message sent without the recipient’s prior consent to receive the messages. Please review our anti-spam policies and procedures as outlined in your user agreement.
To resolve this issue, please contact Abuse@SecureServer.net.
Why did I receive an email stating my campaign has been suspended due to unverified addresses?
Express Email Marketing® detected an excessive number of invalid email addresses from unverified Contacts in your last campaign email. Unverified Contacts have not yet had their email confirmed by successfully receiving three email campaigns. Since we received excessive bounce back emails for these addresses, we will not send the campaign to the remainder of your Unverified Contacts. To resolve the issue, please contact Abuse@SecureServer.net.
What happens if I try to send more emails than my plan allows?
Pardon our dust. We updated our Express Email Marketing plans, and we're in the process of converting customers to the new versions.
The information below applies to email-based plans.
When you create a campaign, Express Email Marketing® displays an estimate for the total number of mailings generated by the campaign. Based on this estimate, you can upgrade your plan before scheduling the campaign for delivery.
If you select more recipients than are supported by your plan, Express Email Marketing lets you to upgrade your plan before sending the campaign. If you choose not to upgrade, Express Email Marketing sends the campaign to as many Contacts as are permitted by your plan. Contacts over your plan quota will not receive the campaign.
Optionally, you can add additional email packs to your Express Email Marketing account. Email packs are available in increments of 10,000 and must be associated with one Express Email Marketing account. There is a one-time charge for an email pack and the additional emails do not expire as long as your Express Email Marketing account is current.
