CUSTOMER SERVICE FOR A DIGITAL-FIRST WORLD

Questions come up. Be there when they do. Deliver meaningful customer service experiences to grow customer value, improve team efficiency, and reduce costs.

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EXPERIENCE MATTERS MORE THAN EVER

Not meeting your customers’ expectations? They’ll find a competitor that will. According to Zendesk, customer service can make or break a business…

of customers will switch to a competitor after more than one bad experience

of customers say good customer service is key to their continued loyalty

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We use Drift to provide differentiated experiences for both customers and prospects. Current customers want to reach out to us to create a support ticket, and we didn’t want to misdirect them to our sales team.
We realized we could give them options: we can lead with support resources, but also leave the door open for up-sell conversations with sales too.

Dan Ahmadi

VP of International Marketing & Demand Generation at Branch

Explore Features

REAL-TIME DASHBOARD

Provides team availability, conversation data, and teammate performance to help leaders manage their teams in real-time to improve the customer experience.

AI BOT DEFLECTION

Find an answer quickly any time, day or night, via deflection bots that search knowledge base articles, answer questions and create tickets.

LIVE CHAT

Agents can answer customers’ questions in real-time or follow-up from a ticket.

CUSTOM CHATBOTS

Customize greeting, conversations and routing based on specifc audience segments.

REPORTING

Historical data at the team and individual level, including CSAT, Deflection, time to response and more.

RESPONSE TIMER

See how much time has elapsed since the visitor’s last message.

ESTIMATED WAIT TIME

Set an appropriate expectation, directly in the chat window, about when an agent can join the conversation.

Support Your Support Teams

Automatically deflect simple support questions from your service team so they can focus on your highest priority customers. Drift’s custom chatbot leverages Salesforce and Zendesk knowledge base articles directly in chat, so your customers can answer their own questions.

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“

Having a unified tool for sales, marketing, and service was definitely important for us. It’s the same website. People are going from page to page, so separating that out into two different tools was really not something we even considered. It was an easy step to work within the same platform.