Drift Conversation Cloud and More Ways to Work Smarter: What’s New This Quarter at Drift

By Kristin Hess

Q1 has been one of Drift’s most exciting quarters yet. In case you missed it, we launched the Drift Conversation Cloud, bringing together three core solutions: Conversational Marketing, Conversational Sales, and the newly-launched, Conversational Service. The Drift Conversation Cloud is powered by Conversational AI and empowers organizations to deliver a personalized and consistent experience at all stages of the customer journey.

But we didn’t stop there. Now you can engage prospects faster with Drift Prospector on mobile, close deals faster with Drift Deal Room, make fewer errors with routing test mode, and increase customer satisfaction with our ticking response timer.

Read on to review what’s new this quarter ⚡️

One powerful customer experience across marketing, sales, and service

Conversational Service

Drift Conversational Service is Drift’s newest solution. It lets you personalize customer care without burdening your support teams, creating a positive experience that strengthens your customer relationship and brand, improves efficiency, and reduces costs.

Conversational Service includes important service integrations, like Salesforce knowledge base and cases, to help customers self-serve and agents focus on the live chats that require their attention. And finally, with service-focused reporting and metrics like deflection rate, time-to-resolution, and CSAT, service leaders can understand how their teams are performing and access actionable insights to work smarter in the future.

Click here to learn about Conversational Service.

Conversational AI

There are a lot of visitors on your website at any given time and each has different needs. Drift Conversational AI is trained with data from more than 100 million conversations and makes it possible to proactively engage, qualify, and convert buyers from any page on your website.

AI chatbots work around the clock and multi-task across thousands of conversations so you can deliver curated experiences for each visitor (at scale) and grow your business without adding costs. Visitors can ask free-form questions in their own words and receive answers, get personalized recommendations based on their needs, and even book a sales meeting when it’s best for them.

Our AI chatbots can now be added to any playbook, so you can intelligently answer buyer questions in real-time and nurture leads (which in turn helps you scale your sales, marketing, and service teams). And with access to AI Insights, you’ll be able to see the most popular topics your site visitors are talking about — so that you can continue to improve your bots and site experience over time.

Click here to learn about adding Conversational AI to your playbooks.

Drift Deal Room

Drift Deal Room is a new shared space where buyers and sellers collaborate. It streamlines complex deals by consolidating conversations, stakeholders, and resources into a single, shared hub. This way, you can transparently guide buyers through the customer journey to keep deals moving faster.

Click here to learn about getting started with Drift Deal Room.

Increased Efficiency for You (and More Enjoyable Experience for Your Customers)

Routing Test Mode

Routing is critical to ensure every conversation ends up in the right place. Wouldn’t it be great if you could test whether your new routing rule is doing what you want it to do?

Routing Test Mode allows you to create a new routing rule and test it out before making it live. Now, with test mode enabled, you can check whether the rule would have worked correctly by looking at the Routing Audit Log for conversations.

Click here to learn more about Routing Test Mode.

Response Timer

Your customers expect a speedy response when they chat in with a question. For those of you who work in support, we know keeping those response times to a minimum is a top priority. Using the Response Timer, you can gauge how much time has elapsed between customer responses and keep on top of your SLAs.

Click here to learn more about Response Timer.

Enhancements to Drift Prospector

Drift Prospector tells reps exactly where to focus their time to engage with top accounts and move deals faster. Reps can now seamlessly scroll through their feed and get quick insights into their accounts via card summaries. The new cards (within the feed) help sellers stay on top of everything going on with their target accounts and current deals.

Click here to learn more about setting up and using the activity feed.

And, now, Drift Prospector is available on mobile, too! The same functionality is designed specifically for mobile. Sellers can engage with their champions, or a new buyer, anytime, anywhere, in the palm of their hand 🤳

Click here to learn more about using the Drift Mobile App.

There’s more where that came from

It’s so energizing to deliver products centered around our customers — and your customers. We hope you enjoy these new ways to deliver smarter, more personalized experiences to your customers and internal teams. We’ve got a lot more coming your way this year ⚡️