{"id":20511,"date":"2025-02-19T15:02:01","date_gmt":"2025-02-19T15:02:01","guid":{"rendered":"https:\/\/sundaysky.com\/?post_type=customers&p=20511"},"modified":"2025-10-22T18:37:47","modified_gmt":"2025-10-22T18:37:47","slug":"constant-contact-customer-onboarding-with-video","status":"publish","type":"customers","link":"https:\/\/sundaysky.com\/jp\/customers\/constant-contact-customer-onboarding-with-video\/","title":{"rendered":"Elevating customer onboarding: Constant Contact\u2019s journey with personalized video"},"content":{"rendered":"
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Constant Contact has long been a trusted partner for small businesses and nonprofits looking to simplify their marketing. With tools for email, social media, and automation, the technology platform empowers busy owners to connect with their customers. But for new users, getting started can be daunting.<\/p>\n

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Missie Dunham, Senior Director of Customer Success<\/strong>, is responsible for ensuring those customers find their footing quickly. Her mission is to help every new user hit what she calls the \u201caha moment\u201d\u2014the first successful campaign that proves the value of the platform and sets them on the path to long-term engagement.<\/p>\n

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\u201cOur role is all about helping new customers get started quickly and hit that first \u2018aha\u2019 moment so that they can stay engaged with us over time. For us at Constant Contact, that \u2018aha\u2019 moment usually comes when a customer creates and sends their very first campaign\u2026 that\u2019s the momentum to drive retention. To get them there faster, we partnered with SundaySky.\u201d<\/em><\/strong><\/p>\n

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The challenge<\/h2>\n

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Constant Contact\u2019s customers largely consist of small business owners. So, their journey begins with limited time and plenty of competing responsibilities. Many are marketing novices, while others have experience but different goals or skill levels. Traditional onboarding resources, while comprehensive, often left customers overwhelmed or disengaged.<\/p>\n

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\u201cIn the SMB onboarding world, we tend to see three major common friction points,\u201d<\/em><\/strong> Dunham explained. \u201cThat first one is that getting started can be overwhelming. The second one tends to be time scarcity\u2026 Then the third one is one-size-fits-all just doesn\u2019t fit when it comes to content.\u201d<\/em><\/strong><\/p>\n

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These challenges often meant customers stalled before reaching their first time to value. Without early wins, retention suffered.<\/p>\n

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The turning point<\/h2>\n

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Dunham\u2019s belief in the power of personalized video began years earlier, when she received a tailored video as an E*Trade customer. The video displayed her name, her investment numbers, and growth over time\u2014all visualized in a simple, engaging way.<\/p>\n

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\u201cIf a financial company like E*Trade\u2014one of the most highly regulated industries\u2014could deliver that kind of personal experience in video, then any of us can,\u201d she recalled. \u201cThat was the first moment that I realized just how powerful personalized videos could be in transforming the customer experience.\u201d<\/em><\/strong><\/p>\n

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When she saw SundaySky\u2019s platform, the opportunity was clear: use data-driven video personalization to give each customer a tailored, human-feeling experience at scale.<\/p>\n<\/section>\n

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The solution: SundaySky<\/h2>\n

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SundaySky enabled Constant Contact to create onboarding videos that adapt to each customer\u2019s plan, goals, and behaviors. Rather than producing multiple static tutorials, Dunham\u2019s team could now build modular videos<\/strong> that adjust in real time.<\/p>\n

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Her team started small, focusing only on the most common friction points like logging in, uploading contacts, or sending a first email. \u201cThe best tip I have ever been given and I share as well, is don\u2019t boil the ocean. Start with one very specific cohort or ICP and identify the needs for that person\u2026 those became our anchor points for personalized video.\u201d<\/em><\/strong><\/p>\n

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For example, a new user interested in social media might receive a short video walking them through connecting their accounts. Another focused on email marketing would see instructions on uploading contacts and sending their first newsletter.<\/p>\n

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\u201cWith SundaySky, they can watch a 60-second personalized video on their phone late at night or on the weekend and take immediate action,\u201d<\/em><\/strong> Dunham said. \u201cEven if you\u2019ve never created video, [SundaySky] has templates\u2026 We just added scene rules. If Salesforce says they expressed interest in social and they haven\u2019t set it up yet, play this scene. If they have already set it up, then play the other. Incredibly easy.\u201d<\/em><\/strong><\/p>\n

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The simplicity of the platform meant her team could produce polished, branded videos in under an hour without video specialists or outside agencies.<\/p>\n

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Personalized journeys in action<\/h2>\n

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The impact of personalization comes to life in the details. In one onboarding sequence, Constant Contact delivers two nearly identical videos, yet one greets a customer who hasn\u2019t connected their social accounts with clear \u201chow-to\u201d steps, while the other congratulates a user who already has, and nudges them toward integrations. See below:<\/p>\n<\/section>\n

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