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ECT News Community   »   CRM Buyer Talkback   »   Re: Constant Contact Kicks It Up a Notch

Re: Constant Contact Kicks It Up a Notch
Posted by: Erika Morphy 2013-10-14 09:10:07
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Constant Contact has rolled out enhancements to its platform, beefing up functionality in its reporting tools, customer tracking and reporting, and mobility options, as well as in a library tool designed to make storing and using content easier for users. The upgrades are a culmination of a lot of effort to develop features that Constant Contact sees the market adopting, said Ken Surdan, senior vice president of product. "What we have built is a customer-centric contact management platform."

Re: Constant Contact Kicks It Up a Notch
Posted by: VicJones 2013-10-14 09:46:05 In reply to: Erika Morphy
Constant Contact's users don't seem to share the opinions of its management. The "Contacts" system is nearly universally condemned in user forums. You can see hundreds of customer comments in the Feedback section of Constant's "community" web site (you have to be a user to sign in; it's hard to find the "New Ideas" page, but very worth the effort). The community forums show strong and near-universal disapproval of the new Contacts system. Customers complain loudly about the reporting tools being much less useful now, rather than having increased functionality. Customers say that reporting capabilities are greatly diminished, and that the new User Interface is confusing and unnecessarily complex, certainly not "easier to navigate." Importantly, they say (and I have experienced) that routine operations that formerly were accomplished in seconds now take minutes or hours to complete. You can, of course, see the problems first-hand by using the new Contacts system yourself. They are huge, and very easily seen by knowledgeable experienced users.
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