We expect the worst and convoluted is an understatement.
Whilst organising some finance my bank sent me an email asking me to sign a document and return by email.
Only problem, the request came from a no-reply email and they neglected to include the forwarding address. So I was forced to call them, spend 30 minutes on hold, just to get a valid email address they could have included in the original request.
Spend time in your customers shoes to ensure you are not treating them like bank customers.
