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UPDATE: The thread is now closed, but the information is still relevant! If you liked the format and enjoyed having a chance to speak with Robb, please let us know with a kudos! We're looking to do this again in the future.
Constant Contact has one of the highest delivery rates in the industry. This achievement is in no small part due to the efforts of the Compliance department, which is dedicated to making sure accounts are working within our Terms & Conditions and combating spam and abuse efforts. Many topics, such as bounces and general list management, are covered here in the Community and through our Knowledge Base.
From July 8, 2019 to July 12, 2019 Robb Pizzuto, Senior Compliance Specialist at Constant Contact, will be hanging out on the Community to answer any Compliance questions that come our way. This includes topics such as:
Robb and I will get the conversation started on July 8 at 10:00 AM ET. We encourage you to jump in and join our discussion! After that, Rob will keep an eye on any questions that come in and will respond as quickly as he can!
We look forward to hearing from you
Hi there! Thank you Nick for giving me this opportunity. I'm Robb Pizzuto and I've been with Constant Contact for 10 years and have worked with Compliance in some capacity that whole time
10 years? I didn't know that! I guess my first question would be how much, if any, has the compliance process changed in that time?
Wow, that's kind of hard to answer! In some ways it hasn't changed much, in that our goal has really been the same since I began. In other ways though, it's totally different. We've needed to update and evolve with changes in technology and email security.
Speaking of change, can you speak to any recent initiatives that have made the compliance process more visible and/or accessible to our customers?
Lately, we’ve been focusing a lot on updating, improving, and creating new articles in Constant Contact’s Knowledge Base. Compliance covers a pretty wide range of topics like spam, scams, delivery, bounces, etc so there is a lot to cover and we are doing our best to get as much information as possible out there for our customers.
Also, speaking of delivery, I don’t want to go into too much detail now, but coming very soon will be a new in-product feature that will make email Authentication quicker and easier for our customers. Self-publishing for authentication is becoming more and more crucial for email delivery, so we’re excited about this.
That's great! You might be hearing it here first, folks! In-product authentication tools. I agree that it is vitally important to stay current, if not ahead of the curve, with the rapid development of technology, business, and society at large.
In regards to the Knowledge Base articles, are there any you would specifically want to call out that people should keep bookmarked?
How long do with have? Hahaha
If I were to try to keep this somewhat brief, there are two that immediately come to mind:
1. Managing, Removing, and Preventing Bounced Emails. Bounces are a way of life with email marketing, they're going to happen. What's important is managing them so you're able to keep your list fresh and up to date. This article gives a rundown of all the different bounce types and how to find/manage them.
2. Using A Role Address for Billing or Sending to Role Addresses Through Constant Contact. There are certain types of email addresses that could be problematic to send to, among them are distribution or role addresses. These are addresses that are delivered to either a group of people or a particular position or "role" in an organization (think addresses that start with admin@, sales@, that kind of thing). Importing these addresses is one of the most common reasons for an Account Review, and this article gives a lot of examples of types of role addresses, why we don't like to send to them, and how to remove them
That's really good to know! I knew role addresses could be problematic, but I didn't realize they were a common trigger for an Account Review.
Speaking of, let's dig into that a little bit. Account Reviews are important for maintaining the integrity and high deliverability of Constant Contact and our customers. But not everyone is clear on what happens. When someone sees the banner in their account requesting they call in, what should they expect when they do?
An Account Review (and List Reviews) are conversations that revolve around contact list hygiene. When a customer is asked to call the Account Review team, they can usually expect the discussion to revolve around their collection methods, how old their lists are, past sending history, and maybe some other topics like email content.
Based on what we are told, we're also able to offer suggestions and educate on some industry best practices that may improve a customer's reporting. It’s also a great opportunity for the customer to pick our brains and ask any questions they may have.