The team set out to do exactly what the customer needed – deliver an experience that would drive more relevant information and conversations in a personalized and immediate fashion when the buyer showed the highest intent. And it paid off.
Since going live with Drift, Bottomline has seen measured success in the improvement of user navigation. Not only do site visitors get to where they need to go in a more direct and logical manner, but they also experience a shorter response time (from days to seconds) when asking a question over chat. All the while the new approach and implementation of the Drift platform has generated more than $4.3 million in additional bookings over the past 18 months.
Getting to Buyers Immediately to Accelerate Conversations
The Bottomline team knew they needed to make improvements to the customer journey on the website. But web improvements can take time and Bottomline wanted a solution that would quickly enhance the experience of their website visitors.
The team realized that with a chatbot on the company website they could greet web visitors, understand what they were looking for and recommend the next step in seconds. The chatbot could also introduce salespeople, book meetings and direct customers to support if needed.