Mike chose Drift to replace the out-of-date chat solution because it offered all the features and capabilities he needed. He believed in conversational marketing as a strategy. It aligned closely with their brand and experience goals of becoming substantially more accessible, responsive, and “human” across the entire customer journey.
There were a few specific Drift benefits that Mike knew would really level up Commvault’s ability to deliver a superior buyer experience:
Facilitating a Fast, Easy Global Rollout
Mike recalls how the rollout transitioned quickly from a phased approach to a full implementation, “We had planned on a gradual rollout, but once leadership got wind of what we were doing, they said, ‘Oh no, everyone needs this.’ So, we flipped the switch.”
After starting with some simple playbooks, the team began to expand and experiment. “We focused more on the routing in the beginning, because we knew that had to be right,” says Mike. “It wasn’t long, though, before we were making custom playbooks for specific pages.”
Commvault worked closely with the Drift team to get the internal team up to speed. “Our meetings focused on helping them understand how users actively engage with Drift, meaning the sales team would be able to see user intent before even starting a conversation. We demonstrated how Drift handles a lot of the research and qualifying work that they used to have to do themselves.”
It was also important to set up an internal support system for non-technical lead development reps (LDRs). As Mike pointed out, “By looking at Drift conversations – something we weren’t easily able to do with our old chat solution – we realized that conversations with good leads get very technical very quickly. We needed to make sure our LDRs knew who to engage to progress and even accelerate the opportunity.”
Ultimately, all the training and education paid off. “We saw our LDRs gain confidence and quickly adopt chat, and we saw the impact to our pipeline pretty quickly, too.”