To breathe life into this initiative, Constant Contact embarked on a comprehensive strategy that incorporated in-depth training combined with innovative technology.  The company’s service agents were taught to identify which customer interactions were, indeed, sales opportunities and, of those, which were appropriate for up-selling products and consulting services.

Along with its focus on training and data analytics, Constant Contact understood it needed to implement robust technology that would enable its agents to elevate the level of personal service they could deliver.  Delivering exceptional service leads to the “high-CSAT moments” to which Kenny refers.  These are perfect moments for up-selling.  The company consulted its long-time partner and industry leader in visual engagement solutions, Massachusetts-based Glance Networks.  The idea was to understand how Glance can help Constant Contact leverage its co-browse and screen share capabilities — which have demonstrably increased its CSAT scores — to convert customer touch points into revenue opportunities.