Navigating Constant Contact's Virtual Assistant

Learn how our virtual assistant can help streamline your call to get the help you need quickly and efficiently

When you call into our Support teams here at Constant Contact, you may be greeted by our virtual assistant (VA). The virtual assistant is meant to streamline your call to the appropriate department for efficient assistance without the potential of being transferred during your call.

Below, we've outlined the benefits of the virtual assistant, as well as some valuable tips for you to effectively navigate through the virtual assistant and get to the proper representative who can handle your questions:

Key benefits of the Virtual Assistant

• A VA can verify your account while you wait to speak with a representative. This means that when you get connected with someone, they already have your account up and know the reason for your call. The representative can get right into the complexity of your issue without the additional “fluff” that occurs at the beginning of a call.
• Based on the verification of your account and understanding the reason for the call, a VA can route you to the appropriate department. Most contact centers have a variety of representative skill sets and dedication to particular customer attributes. The VA does not replace speaking to a live representative. It has the purpose of enhancing your overall experience.
• A VA will often provide resources to you that may negate the need to speak with a representative. Based on your reason for calling, a VA can walk you through the troubleshooting steps and get you back on track instead of waiting on hold. But don’t worry, if the resources are unhelpful for your specific case, we'll still get you over to the right representative!

Tips on navigating the Virtual Assistant

• Be prepared to provide details that uniquely identify your account. This includes your Phone Number and First and Last Name. Keeping the Profile details section in your account settings updated will help in the verification process. There can be a delay between when you make a change and when the VA will recognize updated user details.
• Provide a brief description of the reason for calling. The more details provided, the more ability the VA has in routing you to the appropriate representative that can help.
• Avoid using the words “Representative” or “Customer Service”,  or general requests such as “Billing” or “Questions about account”, when the VA asks for the reason for your call. As tempting as it may seem, this could lead to mis-routes and longer wait times. 

A virtual assistant is not meant to replace speaking with a live representative. It has a dual purpose that promotes an enhanced customer experience for you. Just as we have a vested interest in your overall business success as a Constant Contact customer, we also want you to be successful when calling us for help.

Questions?