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Reduced Deliverability, loss of features and poor customer service

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Consulting & Training

Reduced Deliverability, loss of features and poor customer service

I've used an old email template for a long time and decided to try one of your new ones for a campaign we sent today.  I'm really discouraged and disappointed! 

 

First... my emails are going to spam more.  We send a monthly newsletter to our clients and typically see close to or over 30% open rate.  This new campaign is about 10% LESS so far.  The headers look like junk email saying they were sent from the ccsend.com email on behalf of my email.  They have NEVER done that before.  When I chatted with your chat service, they said it was because I had enable authentication selected.  I have NOT made any changes to my account settings so if that is selected... it was either added by you or has been there all along.  NONE of my previous emails showed the ccsend.com email.  They looked like they were from the email address I selected.  HIGHLY disappointment in this.

 

Then, some of my favorite features are missing.  We used to be able to add an email address so customers could click to send an email and there were advanced settings so I could set the Subject line and body message.  That's not there anymore.  That is a HUGE deal for us.  Using that got us a significantly HIGH response from our clients each month and now it is GONE.  There are quite a few others missing now too.

 

To top it off... when I chatted with your rep to ask for an email address to send my feedback to, I was directed here.  I told him I did not want to call or go to a forum... I wanted an email address, but I was denied.

 

Don't you find that ironic... that you are an email company... but you don't allow your customers to contact you by email?  What the heck?

 

Not a happy camper.

3 REPLIES 3
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Employee

Re: Reduced Deliverability, loss of features and poor customer service

@MichelleB129 

 

Hello Michelle!  Thank you for sharing your feedback on Community! The product development team takes your recommendations very seriously and I am happy to share with the appropriate teams.

 

I am glad you gave the new editor a try and sorry you feel it has caused a drop in your open rates. I do understand how important it is to keep your email engagement high. We do have tips to help improve open rates and you are always welcome to call into support to troubleshoot further.



Mary S.
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
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Consulting & Training

Re: Reduced Deliverability, loss of features and poor customer service

that is such a generic response not even really addressing everything.

 

We do the same style newsletter EVERY month.  Our open rates are well above your averages so we are evidently doing better than your average marketing campaigns.   The only thing that changed is how you sent our email.  The changes Constant Contact made.

 

Every month we would have a "Mailer of the Month" and would get upwards of over 100 responses just from that one part of our newsletter.  We've had FIVE this month since we couldn't use the advance feature that used to be there to automatically add the subject line and the email body.

 

The emails going to spam and the huge percentage drop in open rates is a BIG issue.

 

And I find the fact that I can't reach out to you via email... that you refuse to give clients an email address to contact you with... that's terrible customer service.  I'm on the phone all day with clients and time spent on the phone is money lost.  I don't want to be forced to put my message on a public forum... I want one on one communication with a vendor that we PAY for service.

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Moderator

Re: Reduced Deliverability, loss of features and poor customer service

Hi @MichelleB129 

 

Thank you for following up with these details. I apologize our previous response did not include answers you may have been looking for. With that said there are a few things I would like to touch base on, for instance the responses to your newsletters. Although our Third Generation Editor does not have the same mailto link capabilities, this article in our Help Center does offer a useful workaround. Many users have used this HTML code to add a subject line or body content.

 

As for your newsletters themselves, we have seen cases where the auth.ccsend.com is automatically added when sent to public emails (Gmail, Yahoo, etc). I reviewed the first batch of emails that you sent out using our new editor and I was unable to see anything that would cause a drop in open rates. Are you able to find out what contacts are seeing your emails land in spam and also what email clients they are using. The reason I ask this is because there have been reports of Outlook Office365 marking emails as spam and our Deliverabilty team is working directly with Microsoft on this issue. I would suggest reaching out to our Deliverability Specialists directly for further assistance. These support agents are specialized for these types of cases and can help look further into these contacts or any other campaigns that may not be delivered to your inbox. With that said, I understand how helpful it would be to connect with our support by email. I apologize this is not a line of support we currently offer and have submitted your feedback on this in the meantime.


Frankie.P
Community & Social Media Support

Did I answer your question? If so, please mark my post as an "Accepted Solution" by clicking the Accept as Solution button in the bottom right hand corner of this post.

You're not alone on your email marketing journey. Connect with a Marketing Advisor to see how they can help you develop the right strategy for your business and get the most out of your Constant Contact experience.
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