How To Find Email Addresses To Resolve Customer Support Problems
How Executive Help Can Expedite Support Resolution
Many guides have been written on Medium and elsewhere online about how to find email addresses. Common methodologies such as running WHOIS lookups and using popular address-finding services such as Hunter.io are quite well known.
See, for instance:
An In-Depth Guide on How to Find Email Addresses Today
Email marketing is certainly not dead. And cold email is still impressively effective. But, obviously, you need email…
Previously, I disclosed my “secret weapon” for getting decent customer service in Israel when all else fails. I explained that, in Israel, customer service from large “household names” companies is often sorely lacking. The reason? Israel is a small captive market and Israelis — for far too long — have been accustomed to receiving often terrible customer service (thankfully, things are fast changing). I explained that attempting issue resolution through local representative offices is often an exercise in frustration but that by looping in the parent company one can often (quickly) move mountains. However, I advocated — and repeat the warning here — that the tactic should only be used as a last resort.
A Tactic For Receiving Normal Customer Service in Israel
Customer service in Israel is often problematic. This is a well-known fact that I have written about before.
That information isn’t Israel-specific though.
So if you have a customer support issue that isn’t getting resolved through conventional means — or the company is flat-out ignoring you — here are some steps that can help rectify that.
Map Our Support Resources Using LinkedIn
Before you begin searching for individual points of contact, however, you need to identity the correct recipients.
The depth of the support hierarchy you’re facing will vary according to organization size. If you’ve been mistreated by a small company, then all you might need to find is the email address of the customer service manager and bingo you might be in business.
If you’ve had a bad experience with a franchisee of a major international brand name and are based in Greece, then you’ll want to see what kind of support infrastructure the company has for Europe. Perhaps there’s a Greek support manager. Maybe it’s one for Eastern Europe. Maybe for Europe. Maybe for EMEA. Etc.
There are a few resources that can be used to identify who your right point of contact is:
- Leadership resources shared on company websites. Commonly this is a page entitled “Our Leadership” or “Leadership Team”.
- LinkedIn company profiles . We’ll look at those next.
- Google. Searches for “support manager” + [company] can quickly pinpoint who the best possible contacts are within a large organization.
LinkedIn usually provides the deepest information, however. To begin, look up the company profiles on LinkedIn. I’ve chosen The Walt Disney Company as an example because it’s a large company with more than 100,000 employees listed on LinkedIn:
LinkedIn flags whether you have any connections working at the company. And underneath that there’s a “See all X employees on LinkedIn”. You want to click on this one.
Now we have a listing of everybody that works at the Walt Disney Company and who has a LinkedIn account. We can find here both local market representatives and those based abroad.
For smaller organizations, this might be everything that you need. But for larger ones, you might want to type ‘support’ into the search box and then filter results to only show profiles with their current employer listed at the company you’re targeting.
And you’ll start finding specific points of contact:
Find Their Email Address
Next, head over to Hunter.io.
After you know the official corporate website of the organization you’re trying to contact, you’ll want to ascertain what internal email structure they are using. Note: it’s not uncommon, at large organizations, for internal email to be on a different domain entirely than the public-facing website. So bear that in mind.
For instance, Walt Disney has a website called TheWaltDisneyCompany.com. But running that through Hunter.io only brings up two results. So it’s a safe bet that this isn’t what The Walt Disney Company uses for internal comms:
My intuition would be that Disney would use disney.com for email communications because it carries much stronger and cleaner corporate branding. Plugging that into Hunter yields a much more likely number of publicly indexed email addresses:
Disney has gone for a classic first.last@company internal email structure, which is just about the typical email pattern one sees at large organizations.
Send The Email
You may need to add some Google searching to the above to supplement the information received from LinkedIn. But running through the above should be enough for you to know:
a) Who the most appropriate support contacts at the organization you wish to get in touch are
b) What their email addresses are likely to be
It’s a good idea, as well, to try a couple of permutations and stuff some extra guesses in the BCC field. If the CEO’s name is Jeff, for instance, there’s a good chance he’s registered on internal systems as Jeffrey. So try email@example.com and firstname.lastname@example.org.
I advocate, in the first instance, working through established customer support ticketing systems to attempt to resolve your support issues. Sometimes, however, companies just ignore their customers. In those instances, I think that attempting to think outside of the job and contact support executives is fair game.