A Thank You Note from Drift’s CMO to Our Customers

It’s hard to believe it’s been two years since the world seemed to stop back in March 2020 and our lives were greatly changed in big and small ways.

For many of us, the moments of mandatory “slowing down” gave us a chance to reflect on what’s most important. And even as we move into hybrid environments and enter back into our “new normal,” my hope is that we will continue to hold onto those moments of clarity — where we knew without a doubt what mattered most, both personally and even professionally.

For us here at Drift, what has always mattered most is making our customers successful. It’s why we started our company back in 2015, to help break down the silos that so often exist across sales, service, and marketing to ultimately deliver a better buying experience across every stage of the customer lifecycle. And that buyer-centricity is core to who we are and what we continue to do today.

That’s why we’re honored to be included as part of G2’s annual Best Software List for Analytics & AI Products, which ranks the world’s best software companies and products based on authentic, timely reviews from real users. We earned this recognition completely based on customer reviews and feedback — your feedback.

Feedback like this:

“Drift is truly game-changing in the B2B space. The team is super responsive and dedicated, and you get the feeling that there’s plenty of Investment in the core product offering to create a super robust and super innovative solution for the future too!”

We couldn’t be more grateful or humbled to hear from our customers in this way. Our commitment to customer success — and to ultimately making our customers’ customers happy — drives us each and every day. So I speak for all of us at Drift when I say: Thank you.

Thank you for your partnership, your feedback, for always making us better. We know how hard marketing and sales teams work. You’re often fighting the “no thank you’s,” the “maybe laters,” and the no-shows every day. Taking the time to share your feedback allows us to continue to build technology solutions that help you overcome your hardest days, using the right data and insights to help you make decisions that give you the ability to meet your buyers right where they are — instantly.

Which brings me to another reason why I am writing this post. If you’re evaluating Drift, we want to make it even easier for you by sharing with you exactly what our customers had to share. Because at the end of the day, their words say it best.

Here are a few of the themes I see come up most often, with a few of my favorite quotes sprinkled in. (If you didn’t know by now, I’m a sucker for a good quote. I couldn’t resist!)

1. Drift Is Easy to Use

Marketing and sales today are up against changing demands from their customers and ever-increasing pressure from their internal teams. Sometimes it feels like you have to be in a million places at once, and in a million tools at once. You have to coordinate multiple channels, messaging strategies, campaigns, meetings…and do it all in a way that impresses your customers’ high expectations:

59% of buyers expect a response within five seconds or less when using a chatbot or live chat.
77% of B2B sales and marketing professionals believe personalized marketing experiences improve customer relationships.
80% of all B2B sales interactions will be digital by 2025, according to Gartner

Meeting those high expectations is a lot easier with a tool that works with you. With Drift, you can see everything in one place, and get what you need easily:

“It is an extraordinary resource to give customers a way to communicate with us through our websites. It is straightforward to implement, configure and start having a live chat within our websites.” — Dima P.

And if you’re just getting started, our customer team is there for you during onboarding to make sure you can get the most out of the platform:

“I certainly recommend scheduling time to have someone from Drift help you get started and provide a walkthrough. We did that and it helped significantly and Ruby did a great job teaching my team and me.” — Cody H.

And our support team is available to help with any questions that come up 24/7/365:

“Amazing and very friendly support 24/7. Each time I need something I will find someone that can actually help me. Also, the playbook builder is easy to use and very intuitive to understand the user path that you actually create.” — Anonymous Reviewer

Changing the way you do business can feel overwhelming at first. But we’re here to help make sure you feel empowered to crush your goals using Drift, and we’re always happy to answer any questions big and small.

Did we mention we’re about to unveil our biggest product launch ever, with updates that make Drift even more powerful and easy-to-use at FLASH Miami? Hope we see you there!

2. Drift Delivers the Right Insights and Analytics

Meeting customer expectations isn’t just about being where they are. It’s about collecting and using the right data at the right time — and giving your team access to the data they need to do their jobs effectively. If you want to unlock real personalization, you can’t just rely on “Hey, [first name]” in a cold email.

Use Drift’s leading website visitor intelligence to provide more relevant experiences across web, email, video, and more, so you can roll out the red carpet any time, or follow up directly based on what your prospect actually wants to learn more about:

“I’ve been able to craft very targeted conversations with prospects and companies during my outreach. I already know what areas of our tool are of interest to the candidate, and if they have viewed pricing or [the free] trial, I can better gauge their level of interest.” — Anonymous Reviewer

And we offer integrations with pretty much every major software player from Salesforce to Marketo to Zendesk and more so you can slot it right into your tech stack without worrying about something breaking:

“I love how easy it is to connect with our customers via Drift. The Drift interface is easy to use and the integrations with Marketo and Salesforce help us better understand where the site visitor is in the sales funnel.” — Dana B.

The more you understand who your customer is and what they need, the easier it is to get them what they need, when they need it.

3. Drift Gives You Real-Time Customer Engagement

Today, buyers are in control.

To win their business, you have to engage with them on their terms to build trust and drive revenue…which may mean answering questions on a Sunday, or at midnight on Tuesday. Not only is it what they expect — it’s also what’s going to deliver the best business results.

But you can’t be everywhere at once. That’s why AI can be so powerful. You can answer questions immediately, help customers find what they’re looking for, or connect them directly to the right person when they are online.

“It connects us to people immediately when their interest is highest. I think it is a great customer experience to go from a chat to a same-day meeting. We have a really high closed/won for those.” — Anonymous Reviewer

This real-time engagement gives your customers the experience they’re craving — one that actually helps your buyers buy from you, when they’re ready. That’s probably why 82% of marketers who use AI-enabled technology find their solution to be a very valuable asset in their current sales and marketing strategy.

“[Drift] allows my coworkers and I to connect to the highest intent buyers quickly. [We are] engaging with prospects when our product is top of mind, not allowing them to slip through the cracks or delay their evaluation. Buy this!” — Anonymous Reviewer

Everything starts with a conversation. Whether you’re online or not, make sure you can engage your customers when they want to engage with you.

Did you know? Drift was recognized in the 2021 Gartner Emerging Technologies: Top Use Cases for Advanced Virtual Assistants in Enterprise Operations Report. Learn more here.

We ❤️ Our Customers

Scrolling through the 500+ reviews on G2, it’s amazing to see all the love for products and services we’ve worked so hard to build. It’s feedback like this that makes all that hard work feel worth it:

“I wouldn’t hesitate for a second to recommend it; it’s easy to integrate it into websites and start interacting with the audience — an excellent tool for sales teams and online support.” — Dima P.

We know the feeling is mutual. On average, over three years, Drift customers see a 670% ROI, 100% increase in lead-to-pipeline conversion rates, and more than $11 million in present value.

We know we’re not done yet — because our customers’ needs are always changing, too. We’re going to keep working as hard as we can to make sure our customers have the tools they need to be successful. If you are a Drift customer and haven’t already written a review, please consider leaving us one. Let us know what you love, but what we can do better, too.