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:
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
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