Business ProfileforConstant Contact, Inc.

BBB with the use of artificial intelligence, analyzed the complaints on 6/26/24

BBB shared the findings and recommendations with Constant Contact.

The findings appeared to show:

• Difficulties obtaining refunds or exchanges
  

• Billing discrepancies or unexpected charges
  

• Service quality issues
  

• Unsatisfactory customer service experiences
  

Constant Contact on 7/21/24 responded to BBB with:

Constant Contact has reviewed the findings, trends and recommendations and appreciates the learnings. 
In addition to the above, the company would like to note the below responses that are consistent with our efforts to further enhance and improve the customer experience.

The Company sets forth its terms and conditions for the use of its SaaS platform services in its Terms of Service, which are publicly available on the Company’s website and in each customer’s account. Each customer must agree to the Terms of Service prior to using any Company services. In addition, the Company’s website includes additional disclosures with respect to its services and fees. The Company also provides extensive Knowledge Base resources on its website – a collection of articles, video tutorials and quickstart guides to help customers find answers to their questions. The documents and materials are reviewed regularly for potential changes and improvements. These measures are designed to ensure transparency and provide support in managing service expectations and billing questions. The Company will take into account the Findings and Trends as part of future updates to the Terms of Service, its website disclosures and information included in its knowledge base materials.

• Prior to speaking with customers, our support agents must complete a rigorous multi-week training program designed to elevate the customer service experience, and the agent’s technical and communication skills. Agents must also pass a capstone exam and recertify their knowledge regularly. The Company will conduct a review of the training program, taking into account the Findings and Trends to determine whether changes should be made, especially concerning the handling of inquiries relating to billing and refund inquiries, customer satisfaction strategies and escalation procedures.

• Over the last 12 months, the Company has taken several actions to improve the overall customer and product experience. The actions include, among many others:
  

• Moving the Company’s Billing team under the Head of Customer Experience Operations to enhance the quality of services.

• Hired a new Senior Manager to oversee the Billing Department and its operations.

• In the past two months, the Company has hired an additional 18 new customer support agents in an effort to reduce call response and wait times for customers. 

• The Company continues to review its resourcing needs to ensure it maintains appropriate customer support and call wait times. As a result of these ongoing efforts, since the beginning of 2024, average Billing Department call times have been reduced significantly. 

• The Company has implemented an updated training curriculum to improve staff knowledge of the product and billing resolution best practices, and it regularly revamps existing curricula as needed to adapt to the ever-changing needs of our customers.
  
  Thank you for these recommendations, and for the opportunity to express our commitment to delivering a
  positive, impactful, and memorable experience for our customers. We believe that the recent actions we have taken, along with our ongoing efforts, will continue to result in improved strategies, an overall improvement in the customer experience, and a reduction in the number and severity of any complaints.