Case Study: Constant Contact achieves $2M in support cost savings and 34% call deflection while prioritizing customer experience with Khoros

How Constant Contact Puts the Customer Experience First

Constant Contact, which serves hundreds of thousands of small businesses with online marketing tools and coaching, needed to deliver a cohesive, multi-channel customer experience and expand support beyond traditional 1:1 channels. To address this, Constant Contact implemented a Khoros-powered online customer community and help center, working with the Khoros Strategic Services Team to build a branded, responsive self-service and social support experience.

By adopting the Khoros platform, Constant Contact streamlined community boards, promoted social content, added weekend support, and launched a responsive site; the Khoros solution generated approximately $2 million in support cost savings, increased call deflection by 34%, delivered 97% positive customer satisfaction scores, and boosted savings by 24% in the first year, while enabling crowdsourced ideas and peer-to-peer engagement.

Constant Contact

David McCann

VP of Customer Operations