Constant Contact has always prioritized a great customer experience and the best customer support. In 2016, we updated our Community page to reflect the Constant Contact brand, align with the company’s strategic objectives and focused on creating a design that is easy to use and understand (by combining the Website feel and the UI feel together).
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Company: Constant Contact
Entry submitted by: Samantha O’Connor
Community/social channels:
https://community.constantcontact.com/
https://twitter.com/ctcthelp
https://twitter.com/constantcontact
https://www.facebook.com/constantcontact/
http://www.pinterest.com/constantcontact/
http://www.linkedin.com/company/constant-contact
http://instagram.com/constantcontact
Lithy category: Digital CX All-Star
Constant Contact : Digital Customer Experience
Constant Contact has always prioritized a great customer experience and the best customer support. In 2016, we updated our Community page to reflect the Constant Contact brand, align with the company’s strategic objectives and focused on creating a design that is easy to use and understand (by combining the Website feel and the UI feel together).
The four components to our Community:
- Support boards. Our customers can post questions that we answer in less than one business day. This is also an area where customers get to meet our people – listening to customers is how we make our business better.
- Discussion boards. Our customers can discuss best practices amongst each other. The “Critique my Campaign” board is always a delighter that allows our customers to get feedback from our staff and more importantly, their peers. This is also where customers can get specific advice for their particular industry (non-profits, email marketing consultants, etc.)
- Feedback boards. Our customers help us develop what’s next for our products. We collect feedback via a widget in our UI that ties in with the Community product boards. It allows customers to interact by leaving feedback without having to leave the product experience. Customers can then vote on ideas they like ensuring our product team prioritizes based on customer preferences. The below form is accessed after clicking a “Have Feedback?” link in our UI.
- Developer’s board. Developers come here for information about Constant Contact’s APIs and where we answer their related questions.
We focused on gaining a better understanding of who is in our Community, with the goal of providing relevant content. We found that compared to the Constant Contact base, we have a larger number of high-value customers on Community. They are tech savvy, so we created specific boards for their needs and offer them premium support. We also found that we have many prospects visiting the Community. So, we added content to better highlight the product and services we provide and are working on setting up a lead passing process.
Benefits of having both a community and a social media management platform
We want to be where our customers are. If they talk about us on Social Media, we should be there to help answer their questions or recognize when we get praise from them. We launched a Community with the idea that our customers want to connect with one another. The Community also gives them an open forum to get support. With this in mind, our online help properties work together to get the customers the right solution in the way they choose to interact with us.
The results
- Constant Contact’s customer service team’s customer satisfaction scores are consistently 97% or higher
- The company’s Net Promoter Score for 2016 was 65
- Its customer retention rate is 97.8%.
- Our customers are even sharing their thoughts on the changes we have made to the Community (comments provided from Value Analytics survey):
- “The community interface has been improved - thank you.”
- “great site... very helpful. and a big improvement over previous one”
- In 2016, we averaged about 13K call deflections per month. So far, in Q1 of 2017, this has jumped to over 17K – a 34% increase!
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