Hi @Kari Thor,
Thanks for responding. We are B2B but in the extremely old school and largely tech-averse industry of automotive aftermarket and many of our customers just do not engage via email. I know this seems anathema and that's because it is. Short of making tons of phone calls or even showing up in person it is difficult to get their attention.
Curious to the statement "our customers don't read email".
Are you in B2B or B2C?
If in B2B - what do your customers use if not email? :)
We are having great results using email for our feedback system - and it's focused on B2B relationships. So pretty sure customers are using email it's just the content has to be worth their time to read (and react).
The preferred method of communication between our users and their clients is overwhelmingly email.