This got me thinking today as I ordered an item from a local shop online and they didn’t seem to have a dedicated page that tells you if your order has shipped with the tracking number. However, in their automated e-mail it has a person’s specific name with the e-mail matching that. Therefore, it makes it appear that you are getting someone who will be attentive and specializes in addressing your questions and concerns.
Unfortunately, in this case the company was not very responsive to online inquiries. But it’s an interesting thought on whether or not you should mark your support addresses like this for smaller companies versus a generic “support” address as an example. This obviously wouldn’t work too well for large corporations. But for smaller businesses, offering a more personable approach should be a competitive advantage where this is one way to do it.
Although, that does add the expectation you will say answer inquiries quicker with accuracy since it gives the customer the feeling as if they are talking to the owner that makes all the decisions.