Constant Contact

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Constant Contact leverages Glance to transform the service center into a revenue center

With Glance, Constant Contact service agents create “high CSAT moments” that they can capitalize on to upsell products and services to happy customers.

Constant Contact’s service agents use Glance to see the screen of app users, understand where and why they’re stuck, and guide them to a speedy solution.

Market

SaaS marketing software for small businesses

Facts

Committed to helping their 500,000+ small business customers achieve marketing success

Over one million support interactions per year

Award-winning customer care

Higher Customer Satisfaction (CSAT)

Higher First Call Resolution (FCR)

Higher Up-sell / Cross-sell Revenue

 Constant Contact Case Study

How Constant Contact uses Glance

Constant Contact, a SaaS-based email marketing solution company, has always placed a high value on customer care. They recognize that happy and successful customers are loyal customers, and that each touch point provides an opportunity to deepen the customer relationship.

Constant Contact has used Glance since 2005. Customer support agents can launch a sharing session with one click, view the customer’s screen, instantly understand the problem, and guide them to a speedy solution. Glance sessions are proven to drive measurably higher First Call Resolution (FCR) and higher Customer Satisfaction (CSAT) scores.

In 2016 Constant Contact began an initiative to take advantage of these high CSAT moments. They realized that customer support calls with a positive outcome and the resultant spike in CSAT represented a perfect opportunity to cross-sell and up-sell related products and services to happy customers. Agent KPIs now include recommending up-sell options, acceptance rate, and revenue contribution.

Constant Contact Leverages Glance to Transform the Service Center into a Revenue Center

Constant Contact uses Glance to deliver award-winning customer support that drives measurably higher customer satisfaction. They are leveraging these “high CSAT moments” to up-sell products and services to happy customers.

  • Higher Customer Satisfaction Scores (CSAT)
  • Higher First Call Resolution (FCR)
  • Higher Up-sell & Cross-sell Revenue
  • Happier Customers & Service Reps

We have more productive and happier agents, satisfied customers, reduced churn, and our sales lift has been noticed at the highest levels of the company. We couldn’t have asked for a better outcome.

Sandy Kenny | Director of Customer Support and Workforce Management

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