Monday, June 2, 2008

An Interview with Constant Contact

In a recent interview at Customers are Always, Maria Palma had a chance to talk with Larry Streeter, the Vice President of Customer Support at Constant Contact. Constant Contact provides services so that business owners can utilize email marketing, e-newsletters, and customer surveys via the internet.

At Constant Contact, there are four ways for customers to connect to the organization: phone, live chat, email support and an E-Service group for self help options.

Their mission statement is simple: Delight the Customer. Their goal is to delight the customer through every contact medium, whether it is over telephone, chat or email.

In order to prepare their customer service representatives, they spend three weeks in training. And their training doesn’t stop after that, as they constantly have refresher training courses, team meetings and interactions with their managers.

They’ve also started to utilize the web to bring a community to their website. ConnectUp! is an online community that provides Constant Contact customers to network and work together to discuss their techniques on email marketing. It also gives Constant Contact way to collect feedback on how they’re doing with the customer.

Constant Contact is well rewarded by its customers for their superior customer service, as Larry Streeter states below:

What really drives all of our Support staff on a daily basis is the growth of the company resulting from a great product and the awe-inspiring service we provide our customers. Customers often go out of their way to send us an email praising the Support associate that just answered their question, and it reminds all of us how much impact we have on fueling that continual growth!

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